Direct Debits - What do I need to know?

How does OVO work out my monthly Direct Debit?

The goal is to ensure you have enough credit in your OVO account for one month’s payment by the end of March. This will help cover changes in your energy use throughout the year.

For new customers, this process starts once you reach March. When you first sign up, we aim to make sure you have no remaining balance at the end of the year.

We will regularly check your Direct Debit payment to ensure it still covers your energy use.

Why is my Direct Debit increasing when my balance is in credit?

You may have a credit balance in your energy account during the summer because you typically use less energy then. This credit can help cover your energy costs in winter when energy use increases. It allows you to spread your payments over the year.

Even if you have credit, your Direct Debit payments might still need to go up. This can happen if we expect your OVO account to go into debt based on your predicted energy use.

If you'd like a refund of your credit, you can request it anytime through your online account, our app, or by phone. Just make sure to keep enough credit to cover one month's payment, as required by our refund policy.

It's important to have all the information to make the best choice for you. If you request a refund online, we might need to confirm your request over the phone to ensure you understand how it will affect your account. Also, getting a refund may lead to higher Direct Debit payments later when your credit is lower.

How do Direct Debits work?

A Direct Debit is a monthly payment that is automatically taken from your bank or building society account. You can choose which day of the month you want the payment to be made, and your bank will take care of the rest. After you set up your Direct Debit, you don’t have to do anything else to make your payments.

Is it cheaper to pay by Direct Debit?

Direct Debit is usually the simplest and cheapest way to pay for your energy. This is because:

• You don’t have to remember to make payments each month – it’s all done automatically 
• if you're on the variable Simpler Energy plan, you'll have cheaper rates than you would without a Direct Debit
• You’ll pay the average monthly cost of your energy, rather than a different amount each month
• A Direct Debit spreads your energy costs evenly over the year, which means you’re less likely to have to pay more in winter

Why is my Direct Debit amount different from my bill amount?

Your energy use can change each month, so your actual bill might be different from your Direct Debit amount. To help you pay the right amount, we spread your costs evenly over time. This way, you’ll cover your total energy use until March 31, 2026.

Why are meter readings important?

To keep your Direct Debit amount just right, it’s a good idea to send in your meter readings regularly— once a month is helpful.

 If you've got a smart meter, it makes things even easier by sending your readings automatically and more often. This way, you can help ensure your Direct Debit stays accurate.

How we check you’re paying the right amount

We will regularly check your Direct Debit payment to make sure it covers your home’s energy use. 

If your Direct Debit amount needs to change, we will let you know to keep your account balance updated.

When could my payment amount change?

Your payments might need to go up or down if something changes. For example:

• Your home is using more or less energy than predicted.

• Your energy prices have changed or they will soon, to stay in line with the price cap.

• You’ve moved to a different tariff. 

• You’re likely to have less than a month’s credit in your energy account by 31 March. This credit is there in case your home energy use changes over the course of the year. For new customers, this only comes into effect once you’ve reached March.

• You've missed a monthly payment, lowered your Direct Debit, or got a refund recently.

• You’ve chosen an add-on, like Greener Energy.

If your Direct Debit amount needs to change, we’ll let you know.

What if my account isn’t in credit?

If your account isn’t in credit, it doesn’t necessarily mean your monthly payments need to change. We’ll let you know if it ever does.

If you’re worried about your payments changing or you can’t afford them, please speak to our team. We can make sure you get financial support that’s tailored to you and your situation. There are many options available for anyone who needs help. To get in touch with our team: 

• Sign up to our online tool at ovoenergy.com/payment-support and we can find the best plan for you.

• Call us on 0800 408 6615. We’re here Monday to Friday, 9am and 5pm, and 9am to 2pm on Saturday. 

• Talk to us online at Monday to Friday, 8am to 6pm, and 9am to 2pm on Saturday.

How do I set up or change a Direct Debit?

You can set up your Direct Debit in your online OVO account. You can change the amount you’re paying and the date there too. Log in and follow these steps:

• Go to Home

• Select Set up your Direct Debit

• Choose which day you’d like us to collect your payment each month. This can be any date from the 1st to the 28th

• Enter your Direct Debit amount. You can use our Direct Debit calculator to get an accurate prediction of what you should pay each month

• Put in your details, including your full name, sort code and bank account number

• Select Next

• Check the details you’ve entered are correct

• Select Confirm payments

We’ll send you an email within 3 working days to let you know it’s all set up.

Find out how to set up or change a Direct Debit in the app.

You can also find out more about Direct Debits by watching this short YouTube video.

Is there any support available if I’m struggling to pay for my energy?

If you're having difficulty paying your energy bills, there is help available from OVO Energy, as well as through government programs and charities. We offer various ways to assist you, including setting up a payment plan that spreads the cost of your energy over time to make it more manageable.

To learn more about our payment plans, you can request one online here. We will guide you through the process and ask for some details. Our dedicated team is specially trained to support you. They can ensure you receive any financial assistance from the government that you qualify for, as well as inform you about the available payment support schemes.

You can find out more about these schemes and where to seek free, independent advice right here.