Skip to main content
T
Rank 1
Toddsmum
Rank 1
November 3, 2025
Solved

Why am I getting an error trying to submit this years support package?

  • November 3, 2025
  • 5 replies
  • 179 views

Hi is the support package closed for this year?

 

I tried to fill out the online application but it only takes me so far. When I get to part 4 it asks me to choose which options might help but there are no options displayed.

Best answer by Abby_OVO

Hey ​@Toddsmum 

 

I checked in with the team about this to confirm why this might have happened. They confirmed this looks like the message screen that’s been popping up for customers who would qualify but aren’t eligible as they had a throw already last year. It’s on the radar of the team to have the message updated to something more clear at this stage. 

 

Apologies for any confusion caused. If you have any other questions, please feel free to ask. 

5 replies

Blastoise186
Super User
Blastoise186Super User
Super User
November 3, 2025

Hi ​@Toddsmum ,

That’s… Weird…

I’ll let the Forum Moderators know about this as it could be a bug. In the meantime, you can use alternative methods to apply. OVO can help you get this in via Live Chat or Phone as they’re the fastest ways.

Try the options in the thread below and someone should be able to get the show on the road for you.

In the meantime, I’ll try to get this flagged to the Forum Moderators so they can have the potential bug looked into. Please bear with us.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Nukecad
Super User
NukecadSuper User
Super User
November 3, 2025

Not that weird actually, it's getting quite common.

That sounds and looks like  a known issue with some Browser security settings, and/or possibly your Adblocker.

Either one can cause parts of webpages to go missing at times.

Browser “Strict” security settings in particular have started to be a cause of it happening,

Make sure that your Browser security setting is ‘Standard’ and not ‘Strict’ - (or equivalent words).

Pause or temporarily disable your Adblockers.

Then try again.

I said, Hey - Watts going on.
    T
    Rank 1
    ToddsmumAuthor
    Rank 1
    November 3, 2025

    Not that weird actually, it's getting quite common.

    That sounds and looks like  a known issue with some Browser security settings, and/or possibly your Adblocker.

    Either one can cause parts of webpages to go missing at times.

    Browser “Strict” security settings in particular have started to be a cause of it happening,

    Make sure that your Browser security setting is ‘Standard’ and not ‘Strict’ - (or equivalent words).

    Pause or temporarily disable your Adblockers.

    Then try again.

     

     

    hi thanks, I’ve tried all that and it made no difference.

     

    C
    Rank 2
    costeek
    Rank 2
    November 4, 2025

    Try to use a different browser. Firefox, for example. 

    Abby_OVO
    Community Manager
    Abby_OVOSolved
    Community Manager
    November 4, 2025

    Hey ​@Toddsmum 

     

    I checked in with the team about this to confirm why this might have happened. They confirmed this looks like the message screen that’s been popping up for customers who would qualify but aren’t eligible as they had a throw already last year. It’s on the radar of the team to have the message updated to something more clear at this stage. 

     

    Apologies for any confusion caused. If you have any other questions, please feel free to ask. 

    Currently Playing: She's Electric
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd