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Rank 2
stevegti6
Rank 2
August 20, 2023
Solved

Unable to top up online or in the shop - why?

  • August 20, 2023
  • 18 replies
  • 3116 views

Any reason I can’t top online or in the shop on a Sunday? I’ve been trying to add money for two days now. I’m now without electricity. I’m cold lonely and fed up you have taken £40 from my bank I’ve also tried to do this in a shop but the systems are down please help. 

Best answer by Blastoise186

Updated on 06/08/25 by Emmanuelle_OVO:
 

The team have confirmed that PayPoint services are back online, and you should be able to top up as normal.

 

Sometimes there are app downtimes for things like maintenance, for more on any upcoming planned outages check out the topic below:

 

Please Note: The Paypoint services appear to be offline at this time, which is a factor beyond OVO’s control. Please wait until tomorrow morning when the Forum Moderators return. I have taken steps to inform them. I am monitoring the service status actively on an hourly basis in the meantime. If you are vulnerable and/or on the Priority Services Register and need supply restored immediately, please call 105 and your DNO will be able to assist.

 

 

Thank you for your patience.

 

You haven’t wasted the £40 at all. If the top-up is declined, the entire transaction fails and the payment is instantly refunded and/or reversed.

The fact it still shows as pending is an issue you need to take up with the bank. It takes varying amounts of time for the banks to wake up and release the hold on the funds. It’ll happen eventually and once it does, the £40 will go back to your available balance.

Again, that message is Paypoint, not OVO. You probably already got past the gate check that triggers it because you were already in the app before the system went down. It’s basically a race condition in a way.

I suspect OVO didn’t even know it was going down.

 

18 replies

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Blastoise186
Super User
Blastoise186Super User
Super User
August 20, 2023

Oh this isn’t solved either

I have the power to do an override of the best answers if I need to - such as in emergency cases like this one where I can use my discretion to do an override. The answer I marked is intended to aid the wider community with something useful. As I said, the Social Media Team are monitoring the Facebook/Twitter channels right now. If you use those, they can access the account and action a fix.

I should mention that the Best Answers and “Solved” status here are NOT linked to whether your own problem is solved - it’s whether there’s an answer that helps the wider community. That’s what this forum is for. It is not here to replace the Support Team or give 1:1 responses for account-specific issues.

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!
S
Rank 2
stevegti6Author
Rank 2
August 20, 2023

This is a joke being left with out electricity what happened to friendly credit on the weekend. I’m sick of this I’ve already phoned up first thing and they added credit remotely which never went on 

Blastoise186
Super User
Blastoise186Super User
Super User
August 20, 2023

Friendly Credit still exists. But it only triggers if you run out of credit during the hours it runs for.

I repeat my advice. Ask the Social Media Team to get that UTRN for you. It will activate your supply when you enter it into the meter.

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Blastoise186
Super User
Blastoise186Super User
Super User
August 20, 2023

The system has been re-activated and seems to be stable.

Sometimes all it takes is to just wait a while. You should be able to top-up now.

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
August 21, 2023

Hey @stevegti6 

 

Sorry about the issues with PayPoint yesterday.

 

Have you been in touch with Support Team or been able to get topped up since?

Currently Playing: She's Electric
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
August 21, 2023

Hey @hallj12345,

 

Sorry to hear this,

 

We’ve seen a few reports of top up issues over the weekend. We’ve had it confirmed that this should be fine now, have you been able to top up?

Renewable Energy? Big Fan.
H
Rank 5
hallj12345
Rank 5
August 21, 2023

Hello,

Thanks for your reply.  Yes I have been able to top up.

Blastoise186
Super User
Blastoise186Super User
Super User
August 21, 2023

Qualys SSL Labs is also reporting no issues: https://www.ssllabs.com/ssltest/analyze.html?d=ovoenergypayments.paypoint.com&hideResults=on&latest

If you’re still having problems with it being flagged up, it’s probably an issue with your device or browser. Try making sure everything is fully up-to-date. TLS Certificates change over time, if you don’t keep up then these things will break.

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