You’ll know that a top-up payment hasn’t reached your meter if:
If this happens, you’ll have to enter your top-up yourself, using your IHD or meter keypad.
If you topped up at a PayPoint spot, you’ll need the 20-digit number shown on your PayPoint receipt – which is one reason why you should always keep your receipts safe. If you topped up both meters, make sure you use the number from your electricity receipt for your electricity meter and the gas receipt number for gas.
You should be able to use your IHD, but if it doesn’t work on your IHD, you’ll need to use your meter keypad – see below.
On your opening IHD screen, press the ‘Account’ button.
Press either ‘Electricity’ or ‘Gas’, depending on which you want to top up.
Type in the 20-digit code from your receipt.
If you press a wrong number, use the delete button to go back one number at a time.
When you’re sure you’ve entered the whole number correctly, press ‘Enter’.
The screen will tell you if the code has worked and your meter’s topped up.
If not, you may have entered one digit wrong, so you’ll need to try again.
You’ll need to use your meter keypad if your home area network (HAN) isn’t working properly.
The HAN is the network that connects your meter and the IHD; it works like other wireless systems in your home.
Just press the blue ‘A’ key to start.
The screen will show ‘VEND MODE’.
Type your 20-digit code on the meter keypad. Once you’ve started, the blue ‘A’ key becomes a delete button, so if you go wrong, you can use it to go back and delete one number at a time.
When you’ve entered all 20 digits, press ‘B’. Your meter will then either accept or reject the code. If it accepts it, you’ll see ‘ACCEPTED’, then the amount of the top-up, and ‘ADDED’.
If something’s wrong and the meter rejects the number, you’ll see one of these messages:
so you’ll need to enter your 20-digit code again.
If you type in the wrong code 5 times, the display screen will show ‘KEY LOCKED’ and you won’t be able to type anything for 20 seconds. Just wait and try again.
If your manual top-up really isn’t working, there may be something wrong with your smart meter. If so, you need to contact us right away.
If you have Smart PAYG+ and your PayPoint top up hasn’t reached your account, you’ll need to contact us and send us a copy of your receipt.
Our friendly Bristol-based team will act fast to help you. Call us on 0800 358 3523 or on our landline number 01173 701 041 – we’re around Monday to Friday 8am – 8pm, and Saturday 9am – 5pm.
We’ll need to know your OVO energy account number, so please have it ready to tell us.
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