If you use any emergency credit, you'll need to pay it back in full from your next top-up. So if you can, make sure you buy enough credit to pay back the emergency credit, and still have some left for you to use for energy.
If you're paying back a bill debt or we lend you some credit when you contact us, we’ll load the debt to your meter and set the amount you pay back at an affordable daily rate. This is called your daily repayment rate. We’ll base it on what you have already told us about you and your home.
Once we’ve loaded the debt to your meter, your daily charges will be calculated by:
The amount of energy you’ve used
Our daily standing charge
The daily debt repayment rate
Any top-ups you make will be added to your meter balance.
Please make sure your meter has enough credit on it to cover standing charges and debt repayments, even while you’re away and not using energy. Or, you might come back to find your credit has run out and your supply has disconnected. You can avoid this by getting our OVO Energy Top-up app and opting into low balance notifications.
If you’d like to pay a different way, you can chat with us. Just click the green chat icon at the bottom right of your screen. Or call us on 0330 175 9669. We’re always happy to help.