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Traditional PAYG

Traditional Pay As You Go is the easy way to pay for your energy from day to day. You need to have a prepayment meter in your home, and then simply use a key or card to top it up at a PayPoint.

It's particularly suitable if you haven't got a bank card.

If you're an OVO customer, your prepayment meter could be either a standard dumb meter or a new Smart Meter. When you sign up for PAYG, once we've installed your meter or if you've got one already we'll send you a top-up card and/or key.

If you've just started using traditional Pay as You Go, read these pages carefully to avoid any problems.


Helping you in an emergency

If your new key or card doesn't arrive, if it's lost or stolen, if you have any problems linking it to your meter, or if it doesn't work when you try to top up, you can find out what to do in these pages.

You can also read all about emergency credit. This lets you access an extra £5 for each fuel if you're in danger of running out and you can't get to a PayPoint straight away to top up. When your credit gets low, the In-Home Display linked to your meter will make a noise to alert you, and a red light will come on. You can then release £5 for whichever fuel is about to run out, but you'll have to pay it back when you next top up.

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What happens if my prepayment meter runs out of credit?
If your prepayment meter runs out of credit, your energy could go off supply – but the good news is that it’s easy to get it up and running again.
How does OVO add credit and debt to my meters?
We use different methods to add credit or load debt onto a meter, depending on whether it’s for gas or electricity.
How do I top up for the first time with my new key or card?
If you’re an OVO PAYG customer, we’ll give you a key to top up your electricity meter and a card to top up your gas meter.
I think I’m paying off a debt on my meter – what’s happened?
There are several possible reasons why there might be debt on your meter. Read on to see whether any of them apply to you.
There’s a problem with my prepayment meter – what can I do?
If you think your meter might not be working correctly, for whatever reason, please get in touch with us as soon as possible.
Why am I paying more than I expected for my energy?
If you’re worried about the amount you’re spending on energy, you can use the information in your meter to keep an eye on your energy use.
Why can't I do gas top-ups at Payzones or Post Offices now?
If you lose your gas card, you can now get a replacement much, much faster – but it means we’ve had to change the places where you can do gas top-ups.
Am I using the correct gas card or electricity key?
If you’re still using your old supplier’s gas card or electricity key to top up your meter, you could be paying too much for your energy.
I’m having a problem with my meter key/card – can you help?
I’m having a problem with my meter key/card – can you help?
If there’s a fault with either your electricity key or your gas card, here’s what to do.
I’m having trouble getting started with PAYG – can you help?
If you’ve signed up as a new OVO PAYG customer with a prepayment meter but something’s not working as it should, here’s what to do.

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