@Blastoise186  That’s pretty impressive background knowledge!

@Jess_OVO I just tried logging in again just now and it still gives the same error message unfortunately. I’m also a technological dinosaur so the suggestion of VPN is quite beyond me. 

Don’t worry about using a VPN, they're not usually worth the hassle anyway. I’m also more of a fan of solutions that work for everyone, rather than just one person.

The Tech Team will probably be able to figure out a more permanent solution that works for other members as well. It’s an unusual edge case because every other Australian member we’ve had on this forum is actually a member of OVO Australia rather than OVO UK. And you can probably understand why OVO UK never thought anyone would access the UK version of MyOVO from over 3,000 miles away!

My knowledge of things like AWS mainly stems from curiosity about how it works more than anything else. I don’t ever plan to actually use it because it is VERY easy to slip up and accidentally rack up a £3,000+ bill if you're not extremely careful with it. And naturally, Amazon won’t always tell you that because they want you to spend as much money as possible. You can run a few things on there pretty cheaply, but I don’t think I’d want to risk it myself.

He’s knowledgeable, is our @Blastoise186!

Just to clarify, @SLee - the team are still working hard to fix this one so I’ll pop back to let you know when you should be able to log back in.

Thanks for bearing with us.  

Is anyone else unable to view their accounts at all? Ever since I had to reset my password to upgrade my account, I get a page not found on the web, and the app just says “thank you for joining, we’ll complete your set up by today’s date]
 

This combined with my smart meter stopping communicating means I’ve got no idea what my usage etc is like, and I’d quite like to be able to view my account!

Sorry to hear you’re having trouble logging in to check your account, @NikkiH.

Just in case it helps we’ve got a trouble-shooting guide to common login issues above.

As you mention and upgrade to your account, I’m wondering whether an account-specific technical issue might have cropped up during this process. If you haven’t already reach out to our Support Team who’ll be able to dig a bit deeper into what might be causing the issue.

Let us know if this helps get things back on track. 

Good morning, It’s been now nearly 3 months without access to my OVO account. Can’t submit readings or view the balance.

Unbelievable! It seems I will have to take more serious measures to solve this issue.

@TH3 , did you contact ofgem? Did they sort your problem out?

Hi @matheushen ,

Even if your online account isn’t working, you can still manage your account by phone on 0330 303 5063. You can also use option 1 to submit a meter reading 24/7 even when the office is closed.

If you haven’t already, I’d suggest letting the Support Team know you’re struggling to access your online account. And if you have, I’m afraid you can’t go to Ofgem as they won’t handle the matter. More details of what to do next are at https://www.ovoenergy.com/feedback

We have been through this before my friend as per previous messages. 

I’m afraid I can, on Ofgem’s website they advise to contact the supplier first, which I did 3 months ago many times, and then “Complain to the Energy Ombudsman if eight weeks have passed and you still aren’t happy with the company’s response.”

Whether they will handle the problem or not, I believe it’s up to them to reply.

Thank you.

As a new customer to OVO, I have spent some time trying to reset the online password, both through the webportal and speaking to a couple of OVO representatives. Still unable to get a reset password email to be sent out, the OVO representative sent an email to my address to confirm their email system was operational, which worked. But the request to reset the password to my email address has failed. When I asked for the problem to be raised to technical support, the OVO representative said it will take a couple of weeks for the problem to be addressed !!!! How can OVO function properly if it takes technical a couple of weeks to reset a customers ID and email address to accept a new password ? Even requesting a paper invoice two weeks ago has not been successful either. I received a ‘Final Reminder’ letter to pay a bill I have had no invoice for and unable to login to my account, as the system does not respond to a reset password request ! OVO need get more technical help staff and provide a better service.

I’m so sorry to hear of the difficulty you’ve had trying to access your online account, @BG1.

I’m wondering if the advice in our trouble-shooting guide above might help:

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. 

Hi, I’m trying to resolve an issue regarding logging into my account. I’ve updated my email address 3 weeks ago. It’s wasn’t easy as the costumer service kept misspelling my email address, but eventually the issue was resolved and I was able to log in. However yesterday I got an unexpected email from the costumer service saying they just updated my email address. Since then I can’t log into my account. I do not know my Ovo Id as I’ve never received any letters or welcome email. 
Today phoned the costumer service trying to resolve the issue but they told me to wait and phone again. I’ve tried to phone again hoping if I can’t get my Ovo Id but now after waiting for half and hour my phonecall  was instantly disconnected as soon it’s started to ring.

Please help what should I do as I can’t see my balance, give meter readings or set up direct debit

Hi @cs.illa4,

I’m so sorry to hear about the confusion with your registered email address, this sounds like a really frustrating journey for you.

Just to clarify, the customer ID option for logging in only applies for certain OVO customers who’s account are accessible on an older billing platform. So in your case we need to make sure the correct email address is registered to your account so you’ll be able to get logged in.

Have you been in touch with our Support Team to report the email you’ve received? If not, the quickest way to get in touch is often via our webchat which you can find at the bottom of this page.

I hope this helps get things back on track. 

Hi

 Hope you are doing well！ I want to ask why I can’t receive the account active link please? Here is my email address *edited by mod*

I’m looking forward for your reply! Appreciate a lot!

Best wishes,

Yixian Dai

Hey @Chelle,

Sorry I had to remove your email address as the Forum is public.

If you’re trying to set up an Online Account with OVO but aren’t receiving the password re-set email, it may be that you don’t have an email address registered to your OVO account. Or, it may be going into your junk inbox.

Hope this helps. 

Has anyone else experienced being unable to access the on line account information.

Message reads “ Sorry unable to access accountlds - Please try later”

Seems to be a permanent message.

Seems to be working fine for me. Have you tried the app?

Hey @3Phasesupplies,

Are you able to send a screenshot of what you’re seeing?

I’ll check if this is a wider issue.

Thanks Emmanuelle. Seems to be ok now but the over riding issues remain.

Why are  CURRENT and COPMPLETE statements NOT BEING POSTED to the account.

So there’s no statement on the 15th December, @3Phasesupplies by the looks of it. Can you see your current billing period charges, which should show here: https://account.ovoenergy.com/billing-details

What are the date ranges for this?

That actually looks like the old system to me

Tim_OVO. There are also no statements for September and October. The link provided takes me to exactly the same place as i’ve posted above.

Not sure what you mean by “What are the date ranges for this?”.

Meter readings are now done on or by the 13th and posted on or by the 14th of every month and have been since September. 

Blastoise186. It may look old to you but it is the only place i can look when accessing the account on line.

Hey @3Phasesupplies,

Sorry for the issues you’re having, 

When you download the PDF November and August statements, when you scroll down the pages do they cover September and October? Sometimes you can have several months worth of bills in one ‘statement’. 

When did you last submit a meter reading?

No, each statement that i have been able to down load only deals with the readings between the last months readings (prior to August only estimates) and the next which i have been entering. Because for many many months the only data for the meters were estimates hence the absurdly large overpayments and now in credit balance. This still does not allow for a re claim for overpayment. The links don’t work, so a credit refund cannot be requested on line. The last reading submitted was the 14th December  2022. Can you possibly help ?

Hey @3Phasesupplies,

Sorry for the issues you’re having.

That sounds very unusual, I’ve not heard of months being skipped before. Usually if there are delays between monthly statements you’ll get several ‘monthly’ bills in one go and you have to scroll down for each billing period. Sometimes these pdf’s are 10 pages or so long.

If the last reading was submitted on the 14th of December your account balance should automictically update to this reading so your account shouldn’t be estimated even if the last statement was. Due to our live billing system:

In regards to the refund there are several criteria that need to be fulfilled if you are trying to issue a refund manually. This similar thread might be helpful:

Unfortunately, we don’t have access to your account so I would advise calling the Support Team today, hours are back to business as usual.

Hope this helps. 

Is anyone having problems getting on app as email says my account activated , but it doesn't seem to be