Had a payg smart meter installed today , I have been on the online chat twice to try and sort out how to top it up ,downloaded the app as instructed but it only allows me to pay gas bill , panicking a bit now as there is only £9 credit on the meter its Friday night and despite my best efforts it has nor been resolved .No card has been supplied either .I have to use a nebuliser daily for copd and am anxious that I will have no electricity . Can anyone advise me please ?
Best answer by Blastoise186
Updated on 07/11/24 by Shads_OVO
You are using the wrong app. you need the OVO Energy Top-Up app for this, or https://ovoenergypayments.paypoint.com .
You can ask the Support Team to generate a digital card via https://ovoenergy.com/help . They’re online now on Live Chat - I’d recommend doing that today.
However, with that being said… PAYG IS NOT suitable for you in your circumstances. It’s the view of all the Forum Volunteers including myself that a vulnerable customer with medical conditions shouldn’t be on Prepayment, so we would strongly recommend you consider switching to Pay Monthly - the Support Team can arrange this.
If you haven’t already, please sign up for the Priority Services Register, this is also possible via the Support Team.
For more on Pay as you go and topping up, check out these topics below:
+1Updated on 07/11/24 by Shads_OVO
You are using the wrong app. you need the OVO Energy Top-Up app for this, or https://ovoenergypayments.paypoint.com .
You can ask the Support Team to generate a digital card via https://ovoenergy.com/help . They’re online now on Live Chat - I’d recommend doing that today.
However, with that being said… PAYG IS NOT suitable for you in your circumstances. It’s the view of all the Forum Volunteers including myself that a vulnerable customer with medical conditions shouldn’t be on Prepayment, so we would strongly recommend you consider switching to Pay Monthly - the Support Team can arrange this.
If you haven’t already, please sign up for the Priority Services Register, this is also possible via the Support Team.
For more on Pay as you go and topping up, check out these topics below:
Hi , thanks for that . I have spoken online with an advisor a moment ago and they have assured me that supply will be on “friendly credit” until monday 9 am when the account details should be updated .Would have thought that a payment card would have been supplied at installation but apparently they dont have any . What an anxious time !
I appreciate your reply .
+1You just need a digital card in the app
Hey
Sorry to hear about the issues you’ve been having.
Blastoise186 has provided some really helpful advice on this.
How are things this morning? Have you been in touch with the Support Team to straighten everything out and make sure you’re able to top up? Otherwise, like Blastoise mentioned, it might be an idea to change payment method to a monthly payment, to avoid top up issues and going off supply due to not being able to top up.
Let us know how you get on.
Just wanted to add
We have some topics you may find helpful:
Keep us posted with how you get on.
Hi , So day three now , still not sorted , activation number and digital payg number recieved but when I activate the account the next page says “site under maintenance “ . So I have asked to be put on monthly account now and am currently waiting for someone on the chat portal to help with this .Shocking “service” . Thanks for info and help .Definitely not a fan of ovo .
So , finally sorted . Had to go on monthly bill , probably a better option for me . An experience I do not wish to repeat . Never had all this with sse . Sigh . Thanks for all advice , more sense on here than “official” channels . Cheers
Neil
I am getting my pay as you go (old style) changed to a smart meter on wednesday, which app do i need to dowland to top up,im worried i wont have any electric/gas when they come on wednesday?
+1Hi
For topping up, you can still do that in shops if you want - simply use the barcode in the app. You’ll need to get the Personal Account Numbers from OVO Support before you can top-up though.
As for the app you need, here you go:
Web https://ovoenergypayments.paypoint.com
Android: https://play.google.com/store/apps/details?id=com.paypoint.ovo&hl=en_GB
iOS: https://apps.apple.com/gb/app/ovo-energy-top-up/id1604878627
If you want to - and this is totally optional - you can also ask to migrate to Pay Monthly if you think that would be easier. It’s totally up to you of course and you’re welcome to stay on PAYG if you prefer - Smart Meters would just make it easier to switch over if you decided you wanted to do that.
Hey
When you’re all set up, you’ll need the OVO top up app if you plan to stick with paying by Pay As You Go; You can download the OVO Energy Top-up app from the Apple App Store or Google Play if you’ve not done so already.
When the meter is installed, it’ll be set to be in credit mode at first (Pay Monthly). Once the meter is fully established with the network, and the new meter details are correctly updated on your account, the meter will be switched to Pay As You Go (PAYG).
You’ll know you've been switched to PAYG because you’ll receive a PAN number (the unique number with which you’ll use to top up). This should hopefully be with you within a few days of the change.
Once that's happened, any energy used while the meter was in credit mode, will be added as debt on the meter to be paid off. You should never be off supply because of the meter exchange other than the short time the engineer takes to actually complete the job.
I’ve linked below to a few topics which may also be helpful here:
I hope this helps, do let us know if you have any issues with the exchange.🙂
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