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

Having an issue logging into your OVO online account or OVO Energy app?
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Updated on 25/01/22 by Jess_OVO

 

If you’ve just joined OVO, your online account  or OVO app (download for Android or iOS) may not be fully accessible until you’ve received your opening statement (around six weeks after your switch date or about 4 weeks after you contacted us following a house move).

If you’re having issues after this point, see the advice below which has been taken from our tutorial to login issues:

 

Login Basics


Once we’ve updated our online account, you’ll only be able to log in using your email address, your Customer ID number will no longer be recognised. 

You’ll only be able to set one password per email address. This means that if you’ve got the same email address registered to multiple accounts, all these accounts will use the same password. This also means that password resets will affect all accounts.

If there's no email address registered to your OVO account, you won’t be able login. You can register your email address when you first join us, or by reaching out to the Support Team if you’re already a member.
 

 

First Steps


It’s always best to check we hold an accurate email address for you. A good way to confirm this is to see whether you’ve received any emails from us already, this could include your welcome email or monthly summaries.

Our Support Team can help correct or register your email address if you haven’t yet received any emails from us.
 

 

Error Message?

 

An error message saying, “Sorry, something went wrong. Please try again later” usually means there’s a technical issue which is linking a failed account to your details, for example if you’ve recently moved in and your new account hasn’t been fully activated. In this case reach out to our Support Team, they’ll be able to get things corrected with the help of our Tech team.

 

 

Duplicate Emails


If your email is a used on more than one OVO account, there could be two ways to login: 

If you have multiple accounts which have all been migrated to our new billing platform you’ll just need to login using your email address. You’ll be shown a landing page, from here you can select the relevant account number which will open that online account. You can switch between the accounts by clicking ‘Account’ in the top right of the Homepage:

 

 

Exact appearance may vary



If one of your accounts is yet to be migrated, you’ll need to use the Customer ID for the one of the accounts instead of your email address. Both accounts will still use the same password. If you’re not sure whether your account is on the new or older platform, our Support Team will be able to check and advise on whether you’ll need to login using your email address or Customer ID number.
 

 

Password Resets


You can reset your password by clicking here.

  • There's no difference between ‘First time logging in?’ and ‘Reset my password’
  • Password reset emails expire after six hours or if a newer password reset is requested within that time
  • A reset email is only sent if the email address used matches a registered email address
  • If multiple password reset emails are sent, only the most recent one is valid


The criteria for setting a password is:

  • At least 8 characters

  • At least 1 upper case letter

  • At least 1 lower case letter

  • At least 1 number

  • At least 1 special character (!?£@#$%)

 

If you’re not able to access the password reset screen by clicking on the ‘Reset My Password’ button in the reset email, you can copy and paste the long reset link from the bottom of the email into the URL to get to the same destination. An example is shown here:
 

diLPOnZ-K4GrfJzLl6IlVp5TVLO6k_vX1lI5ifH_B9jwtko_xx_vWGyEOe5b2pp6o8-r45tf39DwPk01xR3lFtZUE59aY46VTZ1RlgsLsZrqrcTwswwYwZzDrckiPqSc1VcxC3kV
 

 

Haven’t received a password reset email?


There are no known issues with the password reset platform and reset emails are typically delivered within seconds.


If you haven’t received the email then it’s usually caused by the following:

Your email inbox hasn’t refreshed


The email may have been delivered but hasn’t synced on the member's device/browser. This could be due to a network issue or because their email client is set to refresh on a schedule, e.g. every 15 minutes. Try refreshing this manually.

The email has been filtered as junk/spam


You should also check that you haven’t accidentally marked us as ‘Spam’ or blacklisted emails from hello@ovoenergy.com or noreply@ovoenergy.com.


The email address you’ve got registered has recently been changed on our systems and hasn’t had time to update on your online account


If you've changed your registered email address it can sometimes take up to 24 hours for this to update. In this case, try and request a password rest email the following day.

 


If none of the above is successful


Check you’re using the most recent version of the app (try deleting and re-downloading for Android and iOS) or Google Chrome browser if logging in to your online account.

Try disabling any password managers that may be interfering with the login details you’re entering.

You should also try:

  • Logging in via the app if you can’t login via a browser (or vice-versa).

  • Using a different device or browser (Chrome is recommended).

  • Clear cache/cookies on browser.

  • Clear cache and app data then uninstall/reinstall the app.

  • Waiting a day for any changes you've made to update across all systems.

 

If you've followed all of these steps and you're confident there's still a login issue with your online account or the OVO App then contact the Support Team. If you can provide as much of the the following information as possible we’ll then be able to forward this on to our Tech team if required:

 

  • Mention all actions you have taken already.

  • The correct email address that you’d would like to use.

  • Are you trying to login using the app or browser?

  • What device, OS and browser are you using?

  • Are there any specific error messages? This does not include 'Wrong Email or Password'.

  • How long has this been occurring?

  • Relevant screenshots are always welcome and useful.

 

Hope we can get things sorted and you logged back in ASAP. :ok_hand:

 


109 replies

I have been an OVO customer since November 2016. Accessing OVO with my Android phone is O/K. Accessing OVO with my laptop via Windows 10 still shows that "onboarding" and that my Electricity supply has been cancelled. (I have had electricity via OVO from Nov' 2016).

I have complained to OVO twice but no progress has been made to improvement to my Windows 10 access via my laptop. One of the main reasons I change to OVO was because of their customer service rating. To date I am not impressed!

Am I the only person with this problem?
Userlevel 5
I have been an OVO customer since November 2016. Accessing OVO with my Android phone is O/K. Accessing OVO with my laptop via Windows 10 still shows that "onboarding" and that my Electricity supply has been cancelled. (I have had electricity via OVO from Nov' 2016).

I have complained to OVO twice but no progress has been made to improvement to my Windows 10 access via my laptop. One of the main reasons I change to OVO was because of their customer service rating. To date I am not impressed!

Am I the only person with this problem?




Sorry to hear that you’re having trouble with this, Patsycamore. The first thing that sprung to mind is that this might update once you’ve received your first bill for both your gas and electricity but it’s odd that this is working on your app but not via your laptop.



This sounds like it’s quite a specific query so it would be best to get one of the Social Team to look into this for you. You can contact them by dropping them a private or direct message via our Facebook or Twitter page.



If any other users have experienced a similar issue, please let us know!



Lucy
I have been with OVO for 6 months now and still get presented with my "Onboarding" screen when I use my laptop to access my account. I have previously contacted OVO by phone more than once about this, but it goes into OVO's black hole, never to be seen again.
Userlevel 7
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I have been with OVO for 6 months now and still get presented with my "Onboarding" screen when I use my laptop to access my account. I have previously contacted OVO by phone more than once about this, but it goes into OVO's black hole, never to be seen again.

 


Want me to take a look at this? Send us a message via FacebookTwitter and our Help Centre has online chat. When you do, let me know which internet browser you use, and ideally which version.

Thanks,
Tim

 

The app is not working! Just says Loading and then does not open. I deleted it and re downloaded but its the same. Help would be nice before I run out of credit
Userlevel 5
The app is not working! Just says Loading and then does not open. I deleted it and re downloaded but its the same. Help would be nice before I run out of credit



Ah no! Are you getting a white screen too? I’ve just dropped you a private message so we can get some more information from you to be able to help further.



Lucy
is anyone else experiencing a problem with the app. The balance screen is blank and this is the same when I log in from my home PC.
Userlevel 7
Hi @emceehamster



You will be pleased to know that this issue was resolved over the weekend and a fix put in place on the app to stop this happening.



Hopefully we have now dealt with the route cause of this and we won't see it again. If you are still having issues, please comment below and we will do our best to help.



Darran
Userlevel 7
@gazzoouk Welcome to the forum!



I've moved your topic here as we have already had this reported and I'm pleased to confirm this issue should now be fixed!



Any further problems let us know! Sorry if it caused any inconvenience over the weekend.



Darran
I can not log into the app. It just says loading but doesn't load
I joined OVO on 20 May moved to PAYG smart online straight away and I still cannot view my online account it's really frustrating. I have no idea what my balance is as my smart meter doesn't show anything. Waiting for a callback tomorrow but they promised this would be sorted some time ago so I'm not going to hold my breath!
Userlevel 7
Hey @DanCath



Thanks for signing up to the forum and getting stuck straight in 🙂



We were having issues with the app over the weekend, but I believe that particular issue was resolved a couple of days ago.



Can you try uninstalling and reinstalling the app to see if that removes the issue. If not comment below and we will do our best to help out!



Thanks



Darran
Userlevel 7
Hi @FrustratedKez



Thanks for joining and posting your issue on the forum. Not sure if this is something that other users can help with, but I'm sure @Tim_OVO or @Emily_OVO will be able to support you on this one.



Over to you guys.



Darran
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I joined OVO on 20 May moved to PAYG smart online straight away and I still cannot view my online account it's really frustrating. I have no idea what my balance is as my smart meter doesn't show anything. Waiting for a callback tomorrow but they promised this would be sorted some time ago so I'm not going to hold my breath!



Hi @FrustratedKez



Thanks for joining and posting your issue on the forum. Not sure if this is something that other users can help with, but I'm sure @Tim_OVO or @Emily_OVO will be able to support you on this one.



Over to you guys.



Darran




Yes I can look into this for you, @FrustratedKez - I'll send you a PM now so I can get started!



Tim
Three days ago I signed up online as I've just moved into a property. The previous owners at the address were with OVO also. I filled out form with meter readings, email and new password etc etc and received the thanks for joining email but it won't let me log in. It says email not recognised. I tried both email and password and also the logging in for first time link. The same.



Regards



Andy
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Three days ago I signed up online as I've just moved into a property. The previous owners at the address were with OVO also. I filled out form with meter readings, email and new password etc etc and received the thanks for joining email but it won't let me log in. It says email not recognised. I tried both email and password and also the logging in for first time link. The same.



Regards



Andy




HI @andygd



It sounds like we've created an OVO account on our side, but not your online PAYG+ account. The PAYG+ account still might be in the name of the old tenants, which would explain why your email address isn't recognised.



I'll send you a PM now to get some details and get this checked.



Tim
Hi ive been a customer since december and my app has never worked can you look into this for me as ive rung 3 times and been told that its down to technical errors
Hi ive been a customer since december and my app has never worked can you look into this for me as ive rung 3 times and been told that its down to technical errors



I'm sorry to hear you've never been able to use the app, @Scareyvarey



If you send me a PM with your full name, DoB and account number I'd be happy to look into it for you. Could you also let me know what issues you're having when trying to log on/use the app?



Thanks,

Emma
Any one else having problems with OVO app. It won’t accept my email or password ??
Userlevel 5
Have you tried the forgotten password option?



I've just logged in okay so might be a digit wrong.
I can not access the app or going through an online server to top up. Is there an issue today ?
Hi,



Joined OVO a few months ago when I moved into my house. I filled out the switch form thinking I was switching to OVO, the current owners were already OVO users and so my account is stuck in a "Swtich" rountine and both the app and website have me it a "Your switch is on hold" since August 18th. Have spoken to you twice regarding this and was told "technical team" will be looking into this and sending you an email. That was nearly a week ago and no email and no change. Please help.



Regards,

Matt
Userlevel 5
Hi,



Joined OVO a few months ago when I moved into my house. I filled out the switch form thinking I was switching to OVO, the current owners were already OVO users and so my account is stuck in a "Swtich" rountine and both the app and website have me it a "Your switch is on hold" since August 18th. Have spoken to you twice regarding this and was told "technical team" will be looking into this and sending you an email. That was nearly a week ago and no email and no change. Please help.



Regards,

Matt




Hey Matt,



By the sounds of it, the system might have got confused when you tried to sign up your property as OVO are already the suppliers. If you’ve been advised that the Tech guys are looking into this, they will be. 🙂 If if get over 10 working days since you last had an update, I’d advised contacting our Care team (https://www.ovoenergy.com/ovo-answers#contactnumbers).



Hope this gets sorted for you!



Lucy
Userlevel 5
I can not access the app or going through an online server to top up. Is there an issue today ?



Hope this has all been resolved for you now!



Lucy
Hello,

I've been with OVO for almost an year now and this happened several times.

When I try to login using ovo id and password (both in app and pc) it just says "switch on hold" and cannot access anything. Please help.

Thank you,

Alina

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