Update for Ford drivers having issues with Charge Anytime

You might have noticed issues using the Charge Anytime app to smart charge your EV recently. That’s because, in March, Ford blocked third party access to their system following a review of their security protocols.

Unfortunately, this means we don’t have access to your charging data, so can’t provide Charge Anytime credit until Ford approves the use of third party access to their system. We know this is disappointing and are really sorry for the inconvenience. We’re working with Ford to resolve this, but unfortunately don’t have a solution yet.

A thank you from OVO

We really value you as a customer and want to thank you for bearing with us, while we work with Ford to fix this. As a goodwill gesture, we’ve added £25 energy credit to all our affected customers’ accounts. You need to be on supply to get this payment. You'll see this on your next bill.

We’ll be in touch as soon as we have an update from Ford.

Thanks

The OVO Team

So after a week of being ok. 
kept logging in and out of the OVO app. I have had my ford pass suspended again tonight. 
would be really good to have a time frame on getting a resolution. 
I thought the similar issue with octopus was resolved in 6 or so weeks. 
this seems to be dragging on. 
any news gratefully received. 
 

Octopus isn’t fixed. I’m still getting tons of reports that Octopus customers are getting auto-banned by Ford despite it supposedly “being fixed”.

OVO is working with Ford to directly rebuild the system - that’s the latest info I’ve got.

Hey @danh71,

Our understanding from other members is that it’s affecting other suppliers so it isn’t something we have control over. Ford have chosen at this time to restrict access to vehicle data which is used to calculate the credit for Charge Anytime. The team are working with them to try and resolve this as quickly as they can. 

The most up-to-date information is pinned to the top of the topic and any updates will be posted there. We have credited customers accounts as a gesture of goodwill while this is worked on. 

Despite not being able to use charge anytime since mid- March, and being promised a £25 credit to my account, the credit has still not appeared in my account. Totally fed up customer with no faith that OVO and Ford will ever sort this out. I feel I have been mis-sold both an EV and a utility account.

Hey @Hayes67, 

The £25 goodwill payments were sent to affected customers and should appear as a £25 goodwill payment on the credits section of your bill.

If you’re not seeing this then contact the Charge Anytime team at 0330 175 9678 (Option 2 for existing customers) or chargeanytime@ovo.com. They can look into this further with you! 

It has now become a farce between OVO and Ford. It’s telling that Octupus could get there game together with Ford it a relatively short period with only a one line form of account number to fill in for the FordPass to be working 

Except that Octopus customers are still getting blocked repeatedly.

The OVO integration with FordPass is on the way - it’ll be ready soon.

Hey @manxxxuk,

While we can’t speak about the position of other suppliers in the changes within Ford, we can only say that the team are working tirelessly to resolve this issue. The issue stems from Ford blocking access to the charging data used to calculate the Charge Anytime credits. We have offered affected customers who are on supply a goodwill credit as we know how this impacts customers. We will come back and update the thread as soon as we have further updates.

Hi, the issue with ford is still not resolved. I was expecting £25 credit good will gesture however it seems this was only one off? With no resolution in place and no timelines on this I will look into new supplier who can accomodate EV charging. 

I wholly agree with the above comment. I was cut off from ford pass last March and consequently charge anytime from ovo. Since then I've been paying normal rates. I too was lead to believe we would receive £25 compensation, but nothing has appeared yet on the bill. This is now costing us a lot of money. I was told over the phone I will receive the £25 and a forwarding email, so I can complain to ford head office. I've received nothing. Let's stick together on this and put pressure on Ford. 

Similar story I’m afraid - no £25 goodwill payment from OVO just yet.

The £25 was intended as a one-time gesture - not a monthly handout.

With that being said, OVO and Ford have been working like mad in the background and an official Charge Anytime X FordPass collaboration is being worked on. I’m told the V2 Integration is making a ton of progress and could be launching soon - it all depends on exactly where they’re at. But it’s coming - watch this space.

There is also an intention to backpay ALL missing credits. However, YOU MUST still be on-supply with OVO at the point of distribution if you want to receive them - OVO cannot pay them to you if you leave in the meantime.

Hi @slawekscorpio,

I’m sorry to hear this. It seems Blastoise186 has already given some good advice here about this. 

As mentioned, unfortunately this isn’t just an OVO issue at the moment as Ford have blocked third party access to their system following a review of their security protocols. I appreciate how frustrating this is. Our team are working to resolve this and as soon as we have any further updates we’d update all related topics.

@petegay and @Tommo56 - The £25 goodwill payment should show up on the credits section of your bill. If it isn’t please contact the Charge Anytime team on 0330 175 9678 (Option 2 for existing customers) or chargeanytime@ovo.com. They’d be able to look into this further for you.

Thank you for the update.  Credit not in my account yet so I spoke to a very helpful guy called Mark who is now sorting this out.

PS:-

Has anyone linked up again with FordPass to see if it now works ??  Just suggesting

“There is also an intention to backpay ALL missing credits. However, YOU MUST still be on-supply with OVO at the point of distribution if you want to receive them - OVO cannot pay them to you if you leave in the meantime.”

I have just changed my car - 2024 Kuga phev to replace a 2020 Kuga phev. Will this affect the back payment of missing credits?

I wouldn’t have thought so given that the data should still be there, but there’s ways I can find out. Please bear with me - this may take a little time. :)

Hi @ARH73,

I’ve checked this with the team. There was the intention to backpay missing credit if we could get the data from Ford. Unfortunately, as we still don’t have access to your charging data, we can’t provide Charge Anytime credit unless Ford approves the use of third party access to their system.

We know this is disappointing and are really sorry for the inconvenience. We’re working with Ford to resolve this, but unfortunately don’t have a solution yet. As a goodwill gesture, £25 energy credit has been added to all our affected customers’ accounts. As Blastoise186 has mentioned you’d just need to be on supply to get this payment. You should see this on your next bill.

We’ll be in touch as soon as we have any further updates from Ford.

So after 6 months of hoping OVO and Ford would get their acts together I have moved provider. 
can’t change car - if I could I would!