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billw
Rank 2
April 9, 2025
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Can't log in to online account - get message "We're working on a new website for you"

  • April 9, 2025
  • 28 replies
  • 2743 views

Sorry, long story!

I’m trying to access my Mum’s online OVO account.

My father passed away recently, and the account was in his name. Contacted support and asked for the account to be switched into my Mum’s name. It appears that this is done.

I have Power of Attorney for her, so I’ve provided my LPA letter and that seems fine too. Changed the registered email address to mine. Problem was that I had a dormant OVO account as I used to be a customer until about 3-4 years ago. So when I logged in it automatically selected my home address, and not my Mum’s.

Support tell me that they’ve now deleted the old account, and I now have a working OVO id and password - the problem is whenever I log in, whether from my laptop or my phone, I get a message “We're working on a new website for you”. 

Phoned support 2 weeks ago and was told it was a problem linking my email to the account. They said they’d raise a ticket for software support to fix this, but I never received any notifications. 

Phoned support again last week and got exactly the same reply, and still no notifications. Told me that software support was ‘still working hard’ to resolve it, but I’m not sure I believe it.

Still getting the same message now. I hesitate to spend another 40 minutes waiting to be told the same thing again. Can anyone here help?

 

    Best answer by Ben_OVO

    Updated on 29/08/25 by Emmanuelle_OVO:

    Morning ​@billw and welcome to the OVO Forum.

     

    My condolences to you and your family, I hope you’re all holding up ok. From personal experience I know how frustrating it can be getting all accounts for energy etc in order following a bereavement, and I hope on the OVO side this is resolved quickly for you. 

     

    From the sounds of things, the bereavement process has been carried out internally if the account has been swapped into your Mum’s name now. I’m sorry to hear about the login issues. My recommendation would be to log a complaint about this. You’ll then have one dedicated Complaints Handler who will see everything through until it’s resolved. 

     

    It sounds like your email address may still be linked to an old account somewhere, but I can’t be sure. From my own experience working in customer-facing for OVO in the past, I know that there are a multitude of different login issues, some of which can be solved by an Advisor, some of which need to go to our Tech team to fix. They can be quite complicated, and hopefully if you raise a complaint this will be looked at by someone with the experience to get it fixed. If they can’t fix it themselves, it’ll need to be dealt with by our Tech team, and for this there wouldn’t be an exact timescale. if there’s already a case with our Tech team, then your Complaints Handler would be able to tell you the reference (it will normally be a ‘CCSD’ reference number).

     

    Let us know how you get on with this,

     

    Cheers

     

     

    28 replies

    Show previous replies
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    March 8, 2026

    No worries. It may sound strange, but OVO has to keep the old account around for roughly six years after you close it, mostly for various legal reasons like Statute of Limitations in case you sued them (six years is the limit in England and Wales or five years in Scotland), regulatory reasons (Ofgem is pretty serious about it), record keeping and some other financial/tax stuff. After that, they can purge it outright so I suspect this problem will eventually get fixed.

    It’s just something they’re stuck with right now - they even have the archives of all the old SSE accounts that existed when OVO finally pulled the plug on those systems. That stuff is all backed up but no-one looks at it unless they need to, such as to fix any historical billing issues or complaints, you probably get the idea there. It’ll eventually get purged but for now it’s just one of those things they can’t fully get rid of.

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      R
      Newcomer
      RichardF
      Newcomer
      June 24, 2026

      Hi

       

      I’ve tried to access my online account for more than a month - all I get is the message “We’re working on a new website for you”.

       

      Why?? I can get in using the app, but I prefer to use the website.

       

      Any ideas?

        Nukecad
        Super User
        NukecadSuper User
        Super User
        June 24, 2026

        Were you previously a customer of SSE before being transferred to OVO?

        I said, Hey - Watts going on.
        R
        Newcomer
        RichardF
        Newcomer
        June 24, 2026

        No, I’ve been with OVO a few years.

         

        I’ve recently moved into a new home - and I suspect it’s something to do with that.  

        Ben_OVO
        Community Manager
        Ben_OVO
        Community Manager
        June 25, 2026

        Morning ​@RichardF and a warm welcome to the OVO Forum 😊. I hope you’re doing well.

         

        Sorry to hear of the login issues you’re experiencing with the online account. I’m glad to hear that the app is working ok and, in theory, this should mean that the browser version should work as well.

         

        Please could you try deleting your cache and cookies, and then following the steps below to set a new password. (Please do this on a Google Chrome browser):

         

        • Visit https://my.ovoenergy.com/login
        • If you’re automatically logged in, please log out
        • On the login screen, click ‘set up account’
        • Enter your email address when prompted
        • You’ll be sent an email containing a link to set a new password
        • Once you’ve set a new password, you should have access to your new online account

         

        Please note, once you’ve set a new password, you’ll need to use the same new password to access your app.

         

        Let me know how this goes.

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        R
        Newcomer
        RichardF
        Newcomer
        June 25, 2026

        Good suggestion, but I hit another problem!

         

        In account set up, I have the message “Oops, there’s a problem...some of your details don’t match your account details”

         

        I have entered the Ovo account number and my details correctly (matching those on my last bill).

         

        Another suggestion? (I have called the help center - all they suggest is to use the App!)

        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        June 26, 2026

        Hey ​@RichardF,

         

        I’ve sent you a private message to gather some account information so we can have a member of the team take a look for you.

        Renewable energy jokes never get old.
        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        June 29, 2026

        I just wanted to give you an update on this thread. ​@RichardF and I have been working behind the scenes to work out the issue, and it looks like it was simply due to a slightly incorrect email address. Good news is that we managed to get them logged in and changed it online!

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