How to contact OVO - best practices and Data Protection

The good news is that you’re able to complete many tasks related to your energy account using your online account or app so, most of the time, you don't need to get in touch. Here's what you can do online and in the app, or scroll down for the best ways to get in touch if you do need to speak to us.

Using your online account and App (Pay Monthly customers)

Most of your account actions, like managing your Direct Debit, submitting reads, changing your tariff, and more, can be done via your online account or app. 

You can find instructions for using our online services in this tutorial:

Using your App (Pay As You Go customers)

Pay As You Go customers who have smart meters can top up using the OVO Energy Top Up App, and those with traditional meters can top up at a PayPoint. 

You can view our Pay As You Go Topic Hub here:

How to contact OVO

Our Help Centre has lots of articles, tutorials and FAQs that will help you manage your account in the best way possible. However, we understand that sometimes you’ll need to contact us. All contact methods, expected response times and opening hours can be found in the Help Centre. Generally, webchat is the fastest way to get in touch.

Protecting your data is essential to safeguarding your privacy, preventing fraud, and ensuring compliance with UK regulations – giving you peace of mind that your information is handled securely and responsibly. If you do contact us we’ll need you to pass data protection and security checks to make sure that we’re communicating with the account holder. Here’s some info that should help you prepare in advance:

Webchat

• If you select ‘chat with us’ at the bottom of the Help Centre page you’ll need to have personal info to hand, like your email address, home address and postcode.

• After this you’ll be passed through to one of our advisors. They might also ask you some further security questions.

Email

• Our email address is hello@ovoenergy.com

• For security we ask you to email us from the email address linked to your OVO account

• If you email us from an address that’s not linked to your account, we’ll need you to answer some additional security questions, and you’ll receive an automated reply.

• Please remember never to email us over any sensitive information such as your bank details

If you want to change the email address linked to your OVO account, you can do so by logging into your online Account or app, and clicking ‘Account’, then ‘Update your contact details’.

Social Media

• You can private message us on Facebook or on X or Instagram with the handle @OVOEnergy

• Again, you’ll need to answer security questions, including your full name if you use a different name on social media to the one on your OVO account. Please remember not to post your personal information in public posts on any of these platforms.

Call us

• Our Pay Monthly number can be found in the Help Centre, and our Pay As You Go contact number can be found here.

• If you call us, we recommend calling from the phone number linked to your OVO account

• When you get through to an advisor they’ll need to ask you a few security questions before they can discuss your account

• We can only speak to the main account holder, any named financially liable contacts, or someone with Power Of Attorney. You can’t call on behalf of the account holder unless you’re named on the account in this way, unless you’re with them so they can pass security with us.

• If you’re calling on behalf of the account holder, and you’re not named on the account, make sure you call us when you’re with them. We’ll need to ask them some security questions and get their permission to speak to you. We can also discuss with both of you whether to name you on the account as financially liable.

• The only way you can speak to us on behalf of the account holder without their initial permission or being named as financially liable, is if you are named on the account as having Power of Attorney. You can send the Power of Attorney (POA) documentation to hello@ovoenergy.com to be set up on an account in this way. 

Need support with anything from meter reading to gas safety checks? We’re here to help. Our Priority Service Register is for anyone who’s vulnerable, or needs a little extra assistance at a difficult time in their life.

If you don’t answer our Data Protection security questions

Our Advisors won’t be able to answer your query, either verbally or in writing, or even access the account in question. If you’re the account holder, or you're registered to be able to discuss the account on behalf of the account holder, you’ll need to answer the security questions.

If you’re not the account holder, or are not named on the account as POA or financially liable, you’ll need to call us when you’re with the account holder, even if you can answer the security questions yourself.