Having an issue logging into your OVO online account or OVO Energy app?

Any ideas @Blastoise186?

If you’re able to upload some screenshots I can ask about this internally 🙂

It sounds to me as if a token/cookie isn’t being passed through. 
If any restrictions are on the device, that might be the cause

That’s what I’m thinking too - I can’t reproduce this issue at all with either Dewott nor Oshawott.

i LEFT IN ON THE APP FOR SEVERAL HOURS, THEN DESPITE HAVING A POP UP, SAYING THERE WAS A PROBLEM FETCHING MY ACCOUNT INFO, IT SUDDENLY WORKED Oops sorry for the caps not retyping it tho :)

I can’t add the charge anytime just yet, as Im waiting for the charger to be installed & its serial number wi fi etc is needed to apply

Nice! In that case… I think I know exactly what the culprit is…

By the way, what EV/Charger are you going for?

The Ohme home pro, the tethered one, being installed 14 Nov, also signed up for the free miles?

Pleased being back with OVO after my supplier went bust and we were stuck with British Gas 👍

Just got a new Audi Q5 hybrid......

Gotcha! In that case, welcome back!

And yeah, definitely set up Charge Anytime using the Ohme app. One other tip - you’re also welcome to use it to charge ANY EV freely and get the Charge Anytime rate, even those you don’t own such as your guests. Just as long as you don’t charge people for it and make a profit out of it. :)

Your free miles should be added as a bill credit once CA is active. Any problems, 0330 175 9678 has your back as this gets you straight to the Charge Anytime team.

Otherwise, feel free to swing by the Forum anytime, we’re always happy to help.

Great service, nice to be back....thanks so much

I can never log in to my online account using my account number. It actually says OVO ID. Is My OVO ID my account number? Initially tried the online chat but that was waste of time. Then 40 minutes on the phone enquiring if my account number was correct, which it was, but told to ignore the ID number and just use my email address. But since I have multiple email addresses I then have to faff about until i get the correct email address.

Does anybody else have this problem?

Hi ​@Kevin51 ,

It sounds like you’re doing something wrong here. My OVO ID was used for the old billing system that no longer exists and was different to your account number. Those references will be removed in the next few months or so.

On the current system, the credentials are email/password with the email address being whichever one you signed up to OVO with unless you’ve changed it since. Please do not use your account number - that’s not part of your login details.

Personally, this feels like it’s probably an issue on your end rather than OVO’s, so I can’t suggest any other fixes.

Well yes I guess that OVO id is not the account number, in which case what is it. I was expecting when contacting OVO some assistance but the attitude seems to be that they don’t know and don’t care. The transfer from SSE was chaos and it was only the intervention of the Ombudsman’s office that the billing was sorted out. I wish I knew how OVO managed to get a license from the Regulator to operate as an energy supplier.

Given that then the only option is to switch to a supplier that knows what they are doing.

“ On the current system, the credentials are email/password with the email address being whichever one you signed up to OVO with unless you’ve changed it since. “ Heaven forbid I didn’t sign up to OVO is was transferred.

“ Personally, this feels like it’s probably an issue on your end rather than OVO’s, so I can’t suggest any other fixes. “ So its my fault I have difficulty logging into my energy supplier’s web site. The fact that OVO don’t seem to have a clue how their own system works is a bit worrying. Definitely time to get on those comparison web sites.

tbh it doesn’t matter which supplier you’re with - there’s not really any that are better than the others.

Massive migrations are always chaotic - just look at the mess from Bulb → Octopus alone and you’ll see what I mean.

At the end of the day, you would have known if you’d had a My OVO ID because it would have been given to you. SSE customers never got placed on that system…

My OVO ID was purely a form of username for an old billing system. Nothing more, nothing less. It had no other purpose and has been retired.

“ At the end of the day, you would have known if you’d had a My OVO ID because it would have been given to you. SSE customers never got placed on that system… “ Not true. OVO tell me that I was transferred from SSE. I did have an SSE online account account but I never used it. I relied on paper billing as or wonderful Government only accept such things as utility bills and bank statements as id. OVO have since got back to me to to say that the OVO id is some old legacy system that some people people still use. As I said I never used the SSE online system and only just started to use the OVO system so I can pay the bills by credit card. The alternative is to spend endless amounts of time on the phone. Now I never asked to be transferred to OVO, it was forced on me and it has been a night mare since being transferred over to OVO.

That sounds very frustrating ​@Kevin51. I’ll ask for an update internally on the online account access for customers who were on our old billing system & report back.

I just wanted to add some more context as well, just in case it helps.

Pretty much all SSE customers were migrated to the new Orion billing platform as part of the SSE → OVO migration process. I did hear whispers that a handful of former SSE customers might have been initially placed on the legacy Apollo billing system and if you were one of those few (which would have been for very specific reasons) then you’d have been told about that and would have been set up with a My OVO ID to log into the portal for it (if it was still available at the time, I can’t recall the exact timings right now). Alas, given that the portal for Apollo is/was at https://paym.ovoenergy.com and currently says this, you can’t use it anyway. The web portal for Orion is at https://account.ovoenergy.com - previously https://smartpaym.ovoenergy.com - but both of them are/were accessed via the login system that runs under https://my.ovoenergy.com.

The web portal for Apollo was terminated over 18 months ago due to security concerns. That was the only one that used My OVO ID and given it’s been disabled, logging in successfully with one will merely send you to that holding page. My account runs on Orion so I use the email/password combo. The sole reason I can pull that page up at all is because it’s now public since there’s no need to hide it behind an authwall anymore.

As a result, the My OVO ID system no longer works, because there’s nothing it can log you into. Not sure who told you that some people still use it, but as that’s outdated information. I will feed that back to see if it can be resolved. Probably just an old article somewhere. What is accurate though, is that My OVO ID was indeed an old legacy system - it was used exclusively with the Apollo billing system and basically nothing else.

There was no way to migrate the SSE online accounts over to OVO’s system. Not least because all the passwords were salted hashed making them completely scrambled, but also because there’s not much value in putting all that work in when anyone who wants to either start using and/or continue using online services can just do a 30 second sign-up to the new portal anyway and have the system use data matching to link them back up with their supply account.

As for the migration from SSE → OVO. You would have had at least a couple of years advance warning of that, in fact it would have been around four or five years if memory serves. The sale went through in 2019 and was all over the news, followed by ever more noticeable indicators as the transition became increasingly public. You had the option to leave at anytime before your account was moved and that would have resulted in you never being switched to OVO. Any switch request that was initiated before your account migration started would have taken priority and that would have been actioned instead. Your data would have still moved to OVO anyway, but it would have been immediately archived as a closed account so nothing more would have happened other than just archiving your old account. If you had switched away, that would have given OVO a clear indication that you denied consent to switch/migrate to OVO and your request would have been respected. Likewise, you had the option to queue jump and manually switch to OVO (like I did back in October 2020) which would have been handled like any other “normal” switch request.

The key difference with the auto-migration was that your account got moved over on a “like for like” basis where everything (except the online account) were snapshotted and moved over to OVO in the precise state they were in right before your account migrated. By sticking around - despite the several advance warnings - you consented to being switched to OVO automatically as part of the migration in order to keep your supply going.

This isn’t the same as a Supplier of Last Resort case (where you really do get force-migrated to a new supplier immediately!). SSE wanted to change the way it positioned itself in the retail market for several years and in 2017, originally attempted to merge their retail business with npower in a deal that later fell through, primarily due to the new energy price cap, market conditions and regulatory stuff (it’s a long story). The plan was to merge the two suppliers which would have created the UK’s largest energy supplier by a massive margin but it collapsed and the two suppliers walked away from the merger in December 2018. As a result of the failed merge, npower left the market in 2019 and agreed to let E.On take over their customers. While they still do business supplies, they’ve never made a return to the domestic market (and probably never will).

SSE still wanted to quit the retail market and focus on its other activities, which is why OVO agreed to take it on in September 2019 - the deal was fully completed in January 2020 which put OVO in control (OVO quickly disposed of SSE Broadband shortly after, handing that off to TalkTalk). You were, in some ways, an “OVO customer” since 2020, but just running under the SSE brand instead as by that point, your time with SSE in its original form had already ended.

This is a bit different to SoLR cases like Bristol Energy, Avro Energy, Symbio Energy and Pure Planet or Special Administration cases like Bulb - in all of those cases, customers were force-migrated overnight to a new supplier whether they wanted to or not and were locked in until after those migrations completed.

I trust that this provides additional context.

Hey ​@Kevin51 

It sounds like you haven’t yet set up an OVO online account. Do you get emails from OVO? If so, the email address we contact should be the one you log into your online account with. If you aren’t sure you can contact the support team & they’ll confirm the email address registered on your account.

You then need to Head to: https://my.ovoenergy.com/login, click set up account & follow the new password steps. Please make sure you check your spam inbox if you don’t see an email in your main inbox.