Hi @Avaughan and thanks for posting. 

It sounds like you’re a prepayment customer - who is your supplier?

It also sounds like the In Home Display (IHD) is now showing a pay monthly rather than prepayment set up. Can you confirm if your actual smart meter (the thing attached to the wall) is showing your meter balance? What about the supplier online portal you use? It may need help from your supplier directly. 

Thank you for your reply, iv been in contact with ovo which I must say we're great and sorted it all out. 

Sometimes when I top up the gas using the OVO energy top up app it doesn't update on the smart energy tracker, resulting in me having to input the code in manually. The electricity does update it's just the gas. I wait 40 minutes. I'm wondering what this could be. The smart meter is working fine, and I am informed that the top ups are successful. 

Hi @JC_ 

Sorry to hear about this, we don’t have access to your account here at the Forum, so you’ll be best to speak with the Support Team who can investigate this issue, and solve the problem for you.

It sounds like it could be the connection between the device and the meters, are they quite far apart? Or is it close to the meters?

Hi Abby,

I have spoken to the support team several times and they say the smart meter is working fine. They did mention that at times there can be network and signal  issues with the app. The device is quite a little far I would say from the meter but it needs to be plugged in as I don't want it to lose battery. I have created an online account and tried to top up the gas  and it did  update. I think it's just the app at times it can be temperamental with signal/networking issues. 

My inhouse device is totally blank it has been working , but now is dead, should i unplug it and leave it for a while then plug in to see if it works, I am a Pay as you go so i need to see how much is on my meters.

Hi ​@thehouse16 ,

Yup, try that and see if it helps. Sometimes it does, sometimes it doesn’t.

If you don’t get lucky, post some photos and I’ll see if I can suggest anything.

Hey ​@thehouse16 

Sorry for the issues you’re having. 

Contact the support team for a replacement IHD:
 

How to get in contact about my OVO Pay As You Go account
 

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