Skip to main content
N
Rank 1
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

    Show previous replies
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    June 17, 2025

    Hey ​@Hallokath 

     

    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.🙂

    Currently Playing: She's Electric
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd