How to fix login issues or error messages with your online account

Updated on 14/10/25 by Ben_OVO

 

Got issues registering or resetting a password for your OVO app or online account? The advice in this guide is for Pay monthly OVO customers.

 

If you’re a prepayment customer (Pay As You Go), this advice will not be relevant to you, but you’re able to download the OVO Top Up app - it’s available in the Apple App Store or Google Play. See our guide here. To log in via your device browser, here’s the online top up portal page. 

 

Logging in for the first time

 

OVO customers should complete these steps in the web portal (online account) first. Once complete, these details will be copied over and available for use in the OVO App.

 

• On the login page click ‘set up account’
• Enter your email address when prompted
• You’ll be sent a link from which to set a new password
• Once you’ve set the password you’ll have access to the online account
• You’ll then be able to log into the app using the same email address and password

 

If the above steps don’t work, go back into the password reset email, scroll down and select the option at the bottom of the reset email "open this email in your browser" (see the image below).

 

This should then allow you to follow the steps as prompted and login into your account.

 

 

 

Login Basics

You’ll only be able to log into your online account or app using your registered email address. 

You’ll only be able to set one password per email address. This means that if you’ve got the same email address registered to multiple accounts, all these accounts will use the same password. This also means that password resets will affect all accounts. If you do have multiple accounts under different email addresses, our Support Team can link them all under the same email address and login.

If there's no email address registered to your OVO account, you won’t be able login. You can register your email address when you first join us, or by reaching out to the Support Team if you’re already a customer. 

First Steps

It’s always best to check we hold an accurate email address for you. A good way to confirm this is to see whether you’ve received any emails from us already, this could include your welcome email or monthly summaries.

Our Support Team can help correct or register your email address if you haven’t yet received any emails from us.
 

Important: If you’ve not received emails from us then you may not have verified your email address. In this scenario you can ask our Support Team to add an email address to your OVO account. You’ll then be sent an email asking you to verify your email. You need to verify the email address in order to receive emails from OVO in future. The verification email looks like this:

Error Message?

If you’re having an issue resetting your password and are using Outlook Live, Hotmail or BT Internet we are aware this may cause an error message when trying to set a password. If so please follow the steps above for opening the password reset email and clicking "open this email in your browser".

An error message saying, “Sorry, something went wrong. Please try again later” usually means there’s a technical issue which is linking a failed account to your details, for example if you’ve recently moved in and your new account hasn’t been fully activated. In this case reach out to our Support Team, they’ll be able to get things corrected, with the help of our Tech team if necessary.

Duplicate Emails

If you’ve got multiple accounts that aren’t linked under one email address then they’ll all need separate email addresses and passwords. Our Support Team can make things easier for you by linking the accounts under one customer identity. If you get in contact and request that all your accounts be linked together we can do this for you. You’ll just need to select which email address and password you’d liked them linked under. Once this is done, you can then switch between multiple accounts under one login. You can find out how to do this in this guide:

Password Resets

You can reset your password on the login screen of your online account. If you’re logged in you’ll need to log out to access this screen:

• There's no difference between ‘Set up account’ and ‘Reset my password’
• Password reset emails expire after six hours or if a newer password reset is requested within that time
• A reset email is only sent if the email address used matches a registered email address
• If multiple password reset emails are sent, only the most recent one is valid

The criteria for setting a password is:

• At least 8 characters

• At least 1 upper case letter

• At least 1 lower case letter

• At least 1 number

• At least 1 special character (!?£@#$%)

Haven’t received a password reset email?

There are no known issues with the password reset platform and reset emails are typically delivered within seconds.

If you haven’t received the email then it’s usually caused by the following:

Your email inbox hasn’t refreshed

The email may have been delivered but hasn’t synced on the member's device/browser. This could be due to a network issue or because their email client is set to refresh on a schedule, e.g. every 15 minutes. Try refreshing this manually.

The email has been filtered as junk/spam

You should also check that you haven’t accidentally marked us as ‘Spam’ or blacklisted emails from hello@ovoenergy.com or noreply@ovoenergy.com.

You haven’t verified your email address

You’ll need to ask our Support Team to update the email address on your OVO account. You’ll then be sent an automated email containing a link to verify the email address. Once you’ve done this, you should be able to request a password reset email.

The email address you’ve got registered has recently been changed on our systems and hasn’t had time to update on your online account

If you've changed your registered email address it can sometimes take up to 24 hours for this to update. In this case, try and request a password rest email the following day.

If none of the above is successful

Check you’re using the most recent version of the app (try deleting and re-downloading for Android and iOS) or Google Chrome browser if logging in to your online account.

Try disabling any password managers that may be interfering with the login details you’re entering.

You should also try:

• Logging in via the app if you can’t login via a browser (or vice-versa).

• Using a different device or browser (Chrome is recommended).

• Clear cache/cookies on browser.

• Clear cache and app data then uninstall/reinstall the app.

• Waiting a day for any changes you've made to update across all systems.

If you've followed all of these steps and you're confident there's still a login issue with your online account or the OVO App then contact the Support Team. If you can provide as much of the the following information as possible we’ll then be able to forward this on to our Tech team if required:

• Mention all actions you have taken already.

• The correct email address that you’d would like to use.

• Are you trying to login using the app or browser?

• What device, OS and browser are you using?

• Are there any specific error messages? This does not include 'Wrong Email or Password'.

• How long has this been occurring?

• Relevant screenshots are always welcome and useful.

Hope we can get things sorted and you logged back in ASAP. 

You can find a collection of handy online account / app tutorial guides here: