Payments

How do I pay online?

In My OVO – it’s simple and straightforward. Here’s what to do:

1. Log into My OVO.
2. Click on ‘Payments’.
3. Click on ‘Make a top-up payment’.
4. Fill in the amount you want to pay.
5. Click on ‘Pay now’.
6. Fill in the online form to provide your personal and card details and make your payment.
    

I pay my bill by monthly Direct Debit. Can I make extra payments online?

Yes! You might need to make an extra payment because your Direct Debit payment isn’t covering the energy you’re using. 
Just follow the instructions above to do it in My OVO.
 

I’ve agreed to pay my bill monthly in arrears. Can I make payments online?

Yes in My OVO – just follow the instructions above. 
 

Which payment methods do you accept?

Most people choose to pay by Direct Debit, one month in advance.
If you’re on the Simpler plan, you can also pay by cash or cheque in arrears. You can pay over the phone (or on My OVO) with a card, via a bank transfer or by cash with a paying-in slip at your bank. We no longer offer Flexible Direct Debit. And we don’t accept PayPal. 

If you need to pay by bank transfer, our bank details are:

Account number: 83683249

Sort code: 20-00-00

The reference must be your OVO account number plus your postcode (e.g. '0123456 + BS16ED') - this is really important, so we can make sure we can link the payment to your account.

How secure is my payment when topping up my account online?

It’s important to us that the payments you make online are secure. To top up, you’ll need to be logged into your account, provide the 3 digit security code on your card, and your payment may be subject to Strong Customer Authentication (or SCA for short) with your bank.

SCA provides extra protection against fraud when paying for something online. It means that each time you make an online payment, your bank may decide to confirm that you are the owner of the payment card by checking:

• Something you know, like a password or PIN

• Something you have, like a trusted mobile device

• Something you are, like your fingerprint

These checks are done by your bank - we can’t control whether you are asked to complete them when topping up.

Why did my payment fail?

If your payment has failed, there are a few reasons why this might have happened. Your payment will fail if:

• You’ve tried to top up more than you have available in your bank account

• You provided card details that weren’t recognised, such as an incorrect expiry date or security code from the back of your card

• You didn’t pass the Strong Customer Authentication checks with your bank

There may be some other reasons too. If you’ve checked all your details are correct and you’re still having trouble, you should speak to your bank in the first instance.

For more information on Strong Customer Authentication, see How secure is my payment when topping up my account?

When will OVO take the first Direct Debit payment from my account?

We’ll take it as soon as possible after your switch date. 
We take Direct Debits on 1st, 3rd,  5th, 8th, 12th, 15th, 18th, 22nd, 25th, 28th of each month, so we’ll take yours on the date that’s closest to your switch date. We’ll also contact you at least 3 days before to tell you when that will be.
 

How do I set up a Direct Debit?

You’ll usually set up a Direct Debit when you join. However, if you chose to pay in arrears and now want to pay by Direct Debit, that’s fine. Just call us on 0330 303 5063 and we’ll set one up for you.

It’s also possible to set up a Direct Debit by post (you’ll need to fill out this Direct Debit mandate first), or email. Drop us a line – including your account number – and we’ll get back to you ASAP with next steps.

By email:

[email protected]

By post:

OVO Energy
1 Rivergate
Temple Quay
Bristol
BS1 6ED

How do I change Direct Debit details?

You can change your bank account details in My OVO on the ‘My Profile’ page. You’ll need to do it at least 8 days before your next payment.
It’s also quick and easy to change the date the payment is taken, but you’ll need to call 0330 303 5063 to do that.
 

How do I change my Direct Debit amount?

You can quickly and easily increase or decrease your Direct Debit payment in My OVO. However, if we haven’t been able to send you a bill recently (e.g. because of a reading dispute or meter exchange), you’ll need to call 0330 303 5063 or 01179 303 100 to make any changes. 
It’s worth bearing in mind, though, that any credit on your account will grow each month with our OVO Interest Reward.
 

What happens if my Direct Debit bounces?

If this happens because there isn’t enough money in your bank account, we’ll try to collect the Direct Debit about 10 days later. If it bounces again, we’ll wait until the following month’s due payment to try again. If that bounces, we’ll try one more time. If your Direct Debit debit bounces 4 times in 2 months, we’ll cancel it and try to contact you. 
If it bounces for any other reason, we won’t try to take it again. 
 

What happens if I cancel the Direct Debit at my bank?

We’ll ask you to find another way to pay for your energy. Find out more here. 
 

How do I switch from Direct Debit to a prepaid meter? Or pay monthly to PAYG?

You’ll need to give us a call on 0330 102 7517, so we can check a few things and talk to you about life with a prepayment meter (for example, it might not be suitable if you depend upon a electric-powered respirator). Then, if you’re keen to go ahead – and it’s safe and practical to do so – we’ll arrange a date and time to install one.

If you can get a prepayment meter, you’ll move to Boost, as OVO PAYG no longer exists. Boost is dedicated to giving pre-pay energy users the attention they deserve. 
 

Do I have to cancel my Direct Debit when I leave OVO?

Yes, but not until you’ve got your final bill from us – and you’ve paid off your balance. We’ll stop taking it anyway, as soon as your balance is back to zero.

Please don’t cancel your Direct Debit if you still owe us money. If you do, we’ll only have to ask you to arrange another way to pay.