Can't download my bills

Hi ​@dandave ,

This is a known issue - it’s already being investigated.

For now as a workaround, please use Guest Mode (preferred)/Incognito Mode (alternative) in your browser to help bypass it.

ok thanks 

What do you do immediately before seeing this message?

1. Click on a Download bill link on the Billing History page?
2. Click on a Download bill link on the Billing details page?
3. Right-click on a Download bill link and select an option like Save target as, Save link as …? 
4. Right-click on a Download bill link and select an option like Open link in new tab or new window?

In my experience, refreshing the page followed by a simple click on the Download bill link works, but the other options I listed all return the error message you quote.

Alternatively, accessing the bill in the OVO Energy app on a mobile device bypasses the ‘billing details’ page and presents the PDF file itself ready to be saved or shared.    

All 4 choices produce the same result...  OAuth plugin - No refresh_token present - don’t have a mobile with internet or apps, its a nokia 1999 belongs in a museum, i know! Previous reply said it’s being investigated so i will wait til they sort it

Just a heads up. If you have an ancient Nokia, it may stop working sooner or later due to 2G/3G switch-offs. You may need to ask your network for an upgrade.

Hey ​@dandave 

What browser have you been using for this? If you’ve not been using Google Chrome, could you give that a try and let us know how you get on trying on a different browser.

Hey ​@dandave 

Did you manage to get your bills downloaded in the end?

Has there been a progress update from Ovo on a fix to error? I am using MS Edge, Edge inPrivate, standard chrome and incognito chrome and have encountered the {"message":"OAuth plugin - No refresh_token present"} error in all of them. 

​@Gizzo good morning - I’m sorry to hear this. As of yet there’s no fix in place.

Please could you confirm whether you’ve tried the workaround that ​@Nukecad posted above? (See below):

As an alternative to setting your browser guest/incognito mode as suggested by Blastoise186:

I have found that pausing or turning off your browser adblocker(s) will then let me download the bills.

Note also that if your browser is set to ‘Enhanced’ or ‘Strict’ security that too can block the downloading - the browsers do warn about that in the settings.
If that is the case then set the browsers security to ‘Standard’.

I found that I could download the documents using a Chromebook. On my PC I disabled Avast Online Security & Privacy extension and have been able to download the statements so this work around will suffice. 

​@Gizzo thank you very much for the update - this info is massively helpful.

I’m going to reach out to our IT team to see if there’s any update on this one. Not sure whether I’ll get an answer but, if so, I’ll update you all.

​@dandave / ​@Gizzo please could you confirm if you’re able to view pdf statements in the app without issue?

Ben

The app is able to show me the pdf statements on my phone and to send them via email.  That process is working perfectly

Cheers for this ​@Gizzo, I’ll relay this to our IT team. Hopefully they can fix this soon.