How do Direct Debits work?

Paying by Direct Debit can be easier and cheaper

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 

• You’ll get a cheaper rate if you’re on our variable Simpler Energy tariff

• You’ll pay the same every month for your energy, which can help with budgeting

• A Direct Debit spreads your energy costs evenly over the year, which means you’re less likely to have to pay more in winter

How we work out your Direct Debit amount

The aim is to make sure you have credit for 1 month’s payment in your OVO account by the end of March. This is to help cover any change in your home energy use over the course of the year. 

For new customers, this only comes into effect once you’ve reached March. When you first join, the aim is to make sure you have no balance left to pay after 1 year.

Your Direct Debit payment amount will be regularly reviewed to make sure it still covers your home’s energy use.

Why your Direct Debit payment might be different to the amount on your statement

Your energy use can vary from month to month, which means your actual statement balance might be different from your Direct Debit payment. 

A Direct Debit spreads your energy costs evenly over the year.

Meter readings help keep your bills accurate

You can make sure your Direct Debit payment stays at the right amount by giving regular meter readings – once a month is best. It’ll make sure you’re only paying for the energy your home is using.

How we check you’re paying the right amount

Your Direct Debit payment amount will be regularly reviewed to make sure it still covers your home’s energy use.

We’ll let you know if your Direct Debit amount needs to change to keep your energy account balance up to date.

When your payment amount might 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.

How to get financial support

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 ovoenergy.com/help Monday to Friday, 8am to 6pm, and 9am to 2pm on Saturday. 

If your energy account is in credit, you can request a refund

It’s normal for a credit balance to build up in your energy account over summer, when energy use is usually lower. This credit can help pay for your energy in winter, when most homes use more. It helps you spread your energy costs over time. 

Even if your energy account is in credit, sometimes your Direct Debit payments still need to increase.

This could be the case if we’ve worked out that your OVO account is likely to have a debt balance long term – based on how much energy your home is predicted to use. 

You can always choose to get a credit refund if you prefer. Request one at any time in your online account, in our app, or over the phone. You just need to leave credit in there for 1 month’s payment. This is in line with our refund policy.

Useful to know It’s important you have all the info, then you can decide what’s best for you.

• If you request a refund online, sometimes we’ll need to confirm this over the phone. This is to make sure you have the details of how it’ll affect your energy account.

• Getting a refund might mean your Direct Debit payments will need to increase, once your account has less credit in it.

How to apply for a credit refund

There are a few things that need checking before we can refund you:

• You need to have enough credit in your energy account to cover 1 month’s Direct Debit payment.

• You need to have had your energy account with us for at least 90 days.

• We need to have received at least 2 Direct Debit payments from the bank account we're refunding to.

• You can’t have any other refund requests pending.

• You need to have sent a meter reading for both electricity and gas (if you have both) in the last 28 days. If you have a smart meter, you shouldn’t need to send readings, as your meter should do this for you.

• The minimum credit refund you can request is £5.  

If all the above apply to your energy account, you can request a refund through the Bills section of your online account. 

You can also call us on 0330 303 5063, Monday to Friday, 8am to 6pm.

If your account isn’t in credit, we're here to help

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 ovoenergy.com/help Monday to Friday, 8am to 6pm, and 9am to 2pm on Saturday.

Setting up or changing 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.