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Updated on 22/11/24 by Emmanuelle_OVO: 

Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help:

 

OVO customers should ideally complete these steps in the web portal (online account) first. Once complete, these details will be copied over and available for use in the OVO App.

 

 

  • Select the option at the bottom of the reset email "open this email in your browser"

 

This should then allow you to follow the steps as prompted and login into your account.

 

 

Please note: This has been extensively tested and in the vast majority of cases will resolve the issue. However, there are still some issues with users of any Microsoft email domains such as Hotmail, Live, Outlook, Microsoft. We are working on the resolution for these customers and will update once a fix is made available.

 

There may still be issues for other customers with different email domains but these could be related to something else. See the advice below for some ideas to try, and let us know in the comments below if you still have an issue resetting your password. Alternatively our Support team may be able to advise with this. 

 

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?

 

If you’re having an issue resetting your password and are using the Outlook Live app we are aware this may cause an error message, if so, please switch to a browser version. 

 

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:

 

Hey @awills61,

 

I’m sorry your having an issue with the App, I’ve not heard about this being a widespread problem. So it sounds like it may be something account specific.

 


Just in case it helps @awills61 , if you haven’t already discovered, you can use the web login via your mobile or tablet device. I used to do this often as some details are better shown in one or the other and I only use the pc or laptop now and then


Thanks @Emmanuelle_OVO. I’ve tried everything in the tutorial and sent email to support but they have not responded. 


Hey @awills61,

 

Sorry to hear the advice in the tutorial didn’t work,

 

I’d advise contact our support team via webchat, they can raise this to our tech team. 


I did contact the support team and 3 months later I’ve not heard anything and the app still doesn’t work for me. 


Hi @awills61,

 

I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.

 

I’m going to have our Forum Support team reach out to you so they can help you further with this.

 

Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

 


Is anyone having problems accessing OVO energy account this evening.


Hey @Grapallie11 

 

Have you been able to get onto the app or login since last night?

 

I’ve not seen any other reports so far of other having any issues. If you’re still having trouble this morning, could you post a screenshot of any errors you see and I’ll check with the team.

 

Let us know how you’re getting on with getting into the app.


Hi Abby, thanks for reply. Still can’t access my account via the OVO app and, when I try to, I get message saying app doesn’t support my particular tariff. I suspect the app has been updated and now doesn’t support complex metering tariffs. I have been able to log into my account via OVO Energy website, and ignoring the app, so ok for now. Thanks again for your response.


Hey @Grapallie11 

 

Glad to hear you’re able to login online.

 

I did double check this with the team just to be sure there were no app issues, and they’ve said if you do have a complex meter type the app won’t support it but you should be able to login online.

 

If you’ve ever any issues or queries in future always feel free to pop back to the Forum.🙂


Thanks again Abby_OVO. I used to be able to log in via the app until very recently so I suspect the app has been  very recently changed.  However I'm quite content to log in via the OVO website until such time as this complex metering tariff is removed. I hope you're making progress on this OVO. 


For some reason, I can't access my account online today. There is just a promotional screen comes up once I've logged on and there seems no way of bypassing it? 


Hey @Technophobe,

 

Have you tried deleting the app and re-installing it? Typically, doing this would refresh the app's data and fix the issues for you. Let me know if this works or if you need further help with it 🙂


Can anyone help me? 
I recently moved into my own house, I phoned up OVO ( gas supplier) on Tuesday 27th August , i was told on Tuesday i would receive an email within 24 hours, fast forward 2 days i still hadn’t heard anything so decided to phone them, I phoned up and they told me that they will send the email over again and i should receive it within 20 minutes , I double checked they had my correct details to ensure that it would be received by myself, i then had to contact them again on Friday and phoned again, i told them i still hadn’t received anything from them and need my account number so i could access my account / set it up, they gave me the account number but it still isn’t working , contacted them yet again yesterday and was told that I should have received an email containing a welcome pack with my account number etc they then gave me the account number again but when i try set up my account its coming up “Sorry! Some of your details don’t match your account information. Please check and try again. If that still doesn't work, give us a call.” 


Hi @Chelsea2123,

 

I’m sorry to hear this.

 

Have you checked your junk/spam folder in your emails? 

 

It may be worth contacting the Support team again so they can check which account details don’t match. Is it possible that your surname may still be misspelled, or your email address? 

 

Please keep us updated.


@Shads_OVO hi. Yes I have been checking my junk/spam folder regularly and still nothing , I will attempt to get in contact tomorrow again as i am working until 6 


I will attempt to get in contact tomorrow again as i am working until 6

 

In my experience, the X support team are very good at this sort of problem solving, and they’re there for longer hours than the telephone support people. You might want to give it a go: https://x.com/OVOEnergy. Send them a DM with your name, address and postcode and date of birth and a brief description of the problem. 


@Chelsea2123 please keep us updated.


When I try to load the OVO app I get the login screen, and then I get the “Tell me more about Beyond” screen and a red box pops up, telling me “there was a problem fetching some of my account information. Tyr logging in again…?? Tried logging in again about 20 times, uninstalled & reinstalled the app, just stuck on the same page, nowt moving??  Help?


Hi @AdrianTurner ,

There’s a trick that might help. Once you load the app, leave it on the home page for a couple of minutes (don’t close it, log out or uninstall it!) and it might resolve this one.

If it doesn’t, have a word with OVO in the morning and someone in Support will try to help you out with this. Live Chat is fastest via https://ovoenergy.com/help .

If that still doesn’t help you, please let me know here.


It auto logs me in & fetches my details, then straight to the New Look New Possibilities screen, Red box “there was a problem try again” box, then I can do nothing? & freezes, 


Hmm… That’s not right…

What’s your device please? Ideally, please also tell me your Android/iOS version.


Android Version 14, Pixel 6 Pro


Hmmm… Recent device…

I’ll have to sleep on this one. We’ll keep you posted.


Thank you!!

 

PS I have tried switching it off & back on again!! :)😁


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