Online account keeps directing me to pay as you go but I'm direct debit?

Forum|Forum|2 years ago
July 24, 2024
12 replies
286 views

Hello,

wondering if anyone can help please!

I’ve been back and forth with OVO customer service team trying to set up my account (electricity only).

I don’t have a meter in my apartment or access to my meter (readings get sent). However, they said I need a smart meter installed but I’m confused because I don’t know where my actual meter is located and said that, I have emailed the Lettings agency for the apartment complex to see what she says, but my other problem is I can not get any access to my online account. it keeps sending me to a page saying ‘this page does not support pay as you go’ download an app which I have done but sends me back round in a loop as I’m not pay as you go customer.

i thought I had officially sorted it all today as a direct debit of £75 has been set up for a 1 bedroom apartment for one person and the man I was speaking with sent a link to my email to complete my online account set up as the apps do not support direct debit and again once I logged in I’m sent to that page ‘this page does not support pay as you go’ so I’m right back at the beginning again… it’s been weeks now trying to sort this and I don’t understand why it’s so difficult.

Anyone have any advice on what to do or how to help?

Best answer by Firedog

I don’t know if this will help, but try nevertheless:

Open a new private window in your browser. This will prevent any interference from pre-existing cookies.
Visit my.ovoenergy.com, which should bring you to a login page.
Click the link to Set up account.
Enter your email address. This must be the same as the one you’ve used previously, or the one you want to use with OVO. This is important, because the address will become your login username and will be used throughout OVO to access your account.
After submission, check your email for the activation message and follow its instructions. If you normally use an email client program (e.g. Outlook), it may be better to use webmail in the same browser session. Some clients make a mess of links in email messages.

If this still doesn’t work properly, please come back here and tell us precisely what went wrong and where. Meanwhile, you may find this guide helpful:

If the ‘pay as you go’ error still appears, you’ll have to contact Support again; there may be some baggage from a previous tenant linked to your meter which will have to be dealt with.