What happens to my smart meter when I’m switching away from OVO?

It’ll go into ‘credit mode’ for a short while and you won’t be able to top up. However, you’ll still get your energy as normal.

OVO Energy smart meter

When you’re switching away from OVO, you’ll notice that your meter will start saying ‘credit mode’. That means your 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.

‘Credit mode’ and your money

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).  

Paying your new supplier

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.

Asking OVO for a refund

If your meter has gone into ‘credit mode’ and you’ve still got OVO credit left, here’s what to do:

  1. Call us on 0800 358 3523 or email

  2. Tell us you need a refund now you’ve switched.

  3. We’ll check our system for the exact amount to refund (this’ll take a day to process).

  4. We’ll send you a cheque (it’ll usually arrive within 15 days).

  5. If you’re moving home, make sure you tell us your new address so your cheque goes to the right house.

Once you’ve switched

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.

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