When you’re switching away from OVO, you’ll notice that your meter will start saying ‘credit mode’. That means yo ur new supplier is about to take over your supply – and you won’t be able to top up.
Don’t worry, though. You’ll carry on getting energy, and you won’t be disconnected.
When you’re in ‘credit mode’, you won’t be able to use OVO credit anymore. So make sure you use it up before it happens, around your switch date. If you leave money on your meter, you’ll need to ask us for a refund (see below).
‘Credit mode’ means you’re using up credit from your new supplier. So you’ll need to pay for it when your meter goes back to normal (see below).
Once you’ve switched, you’ll need to get in touch with your new supplier to pay for the energy you’ve used in ‘credit mode’. They might give you several options:
Ask for a one-off payment.
Suggest a payment plan so it’s split into smaller payments.
Allow you to pay it back gradually through your meter.
If your meter has gone into ‘credit mode’ and you’ve still got OVO credit left, here’s what to do:
Call us on 0800 358 3523 or email email@example.com
Tell us you need a refund now you’ve switched.
We’ll check our system for the exact amount to refund (this’ll take a day to process).
We’ll send you a cheque (it’ll usually arrive within 15 days).
If you’re moving home, make sure you tell us your new address so your cheque goes to the right house.
Your new supplier will tell you how to top up and put your smart meter back to normal.
Please recycle our Smart payment card(s) or throw them away as you won’t be able to use them with your new supplier.