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Neilnotyoung
Rank 1
November 3, 2023
Solved

Pay as you go smart meter installed today, but I can't top up through the OVO app or account - why?

  • November 3, 2023
  • 11 replies
  • 776 views

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:

    11 replies

    Blastoise186
    Super User
    Blastoise186Super UserSolved
    Super User
    November 4, 2023

    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:

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      N
      Rank 1
      NeilnotyoungAuthor
      Rank 1
      November 4, 2023

      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 .

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      November 4, 2023

      You just need a digital card in the app

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        November 6, 2023

        Hey @Neilnotyoung 

         

        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.

        Currently Playing: She's Electric
        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        November 6, 2023

        Just wanted to add @Neilnotyoung,

         

        We have some topics you may find helpful:

         

         

        Keep us posted with how you get on.

        Renewable Energy? Big Fan.
        N
        Rank 1
        NeilnotyoungAuthor
        Rank 1
        November 6, 2023

        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 .

         

        N
        Rank 1
        NeilnotyoungAuthor
        Rank 1
        November 6, 2023

        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

          Emmanuelle_OVO
          Retired Moderator
          Emmanuelle_OVO
          Retired Moderator
          November 7, 2023

          @Neilnotyoung I’m glad this is sorted now, pop back anytime and we’ll do what we can to advise! 😊

          Renewable Energy? Big Fan.
          H
          Rank 4
          Hallokath
          Rank 4
          June 16, 2025

          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?

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          June 16, 2025

          Hi ​@Hallokath ,

          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.

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