Stuck in "onboarding" time line - how long after switch before full access to online account?

  • 26 February 2018
  • 65 replies

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65 replies

We've been customers for years and I have just received my latest statement.
I thought I'd have a quick look at our usage and when I attempt to logon I get the new customer page - picture attached.
I have removed cookies, reset my password, used three different browsers to no avail.
I have also tried Private Browsing - no effect :-(
Windows 10 latest.
Just installed App on android phone and get the screenshot below.


Kind Regards

HI, I've switched to ovo 2 months ago and after I log in i can't use the app or the website. It shows welcome to ovo, you are already with us. And I'm unable to use any features.
Userlevel 5
You should be able to access your account by now, @lamina, is it possible you could be logging into an old account? Have you tried using your OVO ID as your username instead of your email address?

Send us a message on Facebook or Twitter with your name, DoB and account number so we can look into this. Alternatively you could also email the team on
Userlevel 5
The above thread will offer some insight, @Dima, I would recommend reaching out to our team.

You can send us a message on Facebook, Twitter or email the team on, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 303 5063.

Hi Eva,
Still cannot access my account - I've tried using my OVO ID - still no good.
I left all social media some time ago, so Twitter and Facebook are of no use.

Do I lose my on-line discount if I send an email to ovo?

Just checking :-)

It's been suggested I need to up my DD. Happy to do so, but "myOVO" only tells me that Ovo are supplying my energy. There is no link to "change Direct Debit" or anything similar.
Userlevel 2
@Jamesfgy I've just moved your topic onto this one, as the answers here should be of use to you!

Userlevel 5
Hey @lamina , sorry to hear about the difficulty you've been having.

If you needed to get in touch about something you're not able to do online, or you can't find the answer to on our website, then you wouldn't run the risk of losing the reward, this is that kind of scenario.

You can find more information about the Self Service reward here.

Please email the team 😊
Hello, I switched to you on the 26th March and my account still shows as switch in progress. I have emailed you numerous times and this still hasn't been sorted.

Please can you fix this?

Userlevel 1
Sorry to hear this hasn't been sorted for you @Yariso , I've moved your question here you should find all help within the comments!

It does sound as if there's be a delay in your switch, although you should've still received communications from us. Or there could be an issue with your MyOVO, potentially getting stuck whilst getting you set up.

Have you received your first statement yet? If not, it's likely your account is still going through the validation process, this can be delayed for a number of reasons such as a read dispute, missing info, or potentially an erroneous transfer.

You can also pop us a PM on Facebook https://fb .

Hope this helps!

My OVO portal is broken and has been since I joined OVO. I moved over from another provider (Scottish Power) and was told that the error I get when I log in saying that my electricity has been cancelled would sort itself out after a few weeks, but it has now been over two months and I still don't have access to anything - even though on Scottish Power my outward switch from them to OVO has been completed, and I am making monthly payments to OVO as normal. I emailed about this a few weeks ago but never got any response. Please could my account be looked in to so I can access my OVO account error-free via the website?

Please see the image (the direct debit confirmation box changes to todays date every day):

Userlevel 5
We had a similar topic on this, @ryan6292, so I've moved your query here take a look at the best answer and the comments for more info. 🙂
Hi app is just saying track your switch
i transferred on the 28th December
Userlevel 6
Hey @James gardner,

I've moved your post onto this topic where users have been discussing this issue. Let me know if you have any more questions!

Userlevel 4
Badge +1
OVO will normally email you to say that your DD is increasing, you don't normally have to do anything. Maybe wait until you hear something from them.