Skip to main content
B
Rank 2
billw
Rank 2
April 9, 2025
Solved

Can't log in to online account - get message "We're working on a new website for you"

  • April 9, 2025
  • 32 replies
  • 2860 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

     

     

    32 replies

    Show previous replies
    S
    Newcomer
    Sarah E.
    Newcomer
    August 7, 2026

    I previously posted about the same issues in this forum and did not appear receive any reply.  I then saw something about someone else having signed in to their account and finding an issue.  So I thought that might have meant I would be able to get in to my account.  Apparently I was wrong.

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    August 10, 2026

    Hey ​@Sarah E.,

     

    Since we’re a public forum, as ​@Abby_OVO mentioned, we don’t have access to individual accounts, so we can only guess what might be going on and share some helpful resources. The best thing to do is reach out to our Support team, they’re great at exploring account issues and can help you get back online.

     

    If they can't solve it right away, they can even raise a tech ticket with our back office for more support. I really hope this helps, and you’ll be back online in no time.

    Renewable energy jokes never get old.
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd