How to switch between multiple accounts on your online OVO account

Hello - I can’t access 2 of my 3 accounts with Ovo now they’ve moved from SSE.  Account number 1 (a rental) moved in December and I can see that one fine.  Account number 2 (also a rental) moved last month and account number 3 (our own home) moved 3 days ago.  I used the same email address for all three with SSE.  I can see the advice to try logging in with your customer ID rather than your email address, but the only communication I’ve had is the Welcome To Ovo email and that only gives the account number.  I’m trying to get through on chat to ask what my customer IDs are for the two other accounts, but went straight in at number 1 in the queue and have been there for over 20 minutes now, so I’m not sure there’s anyone manning it today!  Tried downloading the app as well, but I’m not getting a choice to switch accounts on that either.  No smart meters in any of the properties (they don’t work in this village), so the ability to give readings easily would be appreciated.

Hi @CarolineJ ,

They probably just need to be linked up. The Support Team can do that if you let them know: https://ovoenergy.com/help 

Thanks - I’m trying to get through to them, but been on chat for 40 minutes so far and only had the standard ‘Hello how can I help?’ response.  No reply to my explanation of the issue.  I’ll keep trying :)

When you first launch the chat, you need to use the keyword “agent” otherwise you’ll only get the bot to respond.

They introduced themselves as being [redacted] in account management, so I think I do have a real human on the other end, just a very busy one :)  I keep getting an orange ‘reconnecting’ banner and then the page reloads, which probably isn’t helping.

Hey @CarolineJ 

Did you manage to get everything sorted out with the Support Team?

Afraid not, I put all the details I to chat and it was never responded to, or at least not in the hour and ten minutes I had it open. I'll try again tomorrow when I'll be around during their available hours. 

Hi!

I had OVO in my previous property and used the app a lot. Since moving I am still with OVO, although they made me close my old account and reopen a new one. 
 

my app is still linked to my old address so it is useless. How can I get it updated to show my new address and current usage?