How to fix login issues or error messages with your online account

Updated on 15/04/24 by Abby_OVO

Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help. The advice in this guide is for Pay monthly OVO customers. If you’re a prepayment customer (Pay As You Go), this advice will not be relevant to you, but you’re able to download the app - it’s available in the Apple App Store or Google Play. See our guide here. To log in via your device browser, here’s the online top up portal page.

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.

Request a password reset from the online account login page.

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 - we’ll do our best to help further with the problem. Alternatively our Support Team may be able to advise with this.

When something’s gone wrong with your online account or OVO app login

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:

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:

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:

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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.

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

Hi @Ronzie ,

You need to use the web version initially. You can’t set up via the app until that’s done.

Hey @Ronzie,

Sorry for the issues you’re having,

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.

If you’re new to OVO we have a similar thread that might be helpful to you:

We also have a brilliant collection of tutorials for anything Online Account related:

Hope this helps!

This whole app carryon is infuriating, I cannot get on it , its saying not recognised & to reset password which I tryed doing & still can't get anywhere

Why can't u make everything nice & simple for folk . Iv still been waiting since October for someone to come give me gauge for indoor on how much usage I'm using & now since can't get on app !!!

All I can do is write on a dam forum page & since I'm a priority customer this is disgraceful.

You need to do everything on a web browser using a computer to get the account set up, NOT apps on a smartphone or tablet. Also, don’t use the Windows Mail or Outlook desktop app either

Hey @Ronzie,

Really sorry to hear you’re still having issues with your Online Account.

I’ll ask Forum_Support to reach out to you, please keep an eye on your private messages.

Hope this helps.

How do I activate my account

Hi @toakes131018 ,

You can do that via the options at https://my.ovoenergy.com :)

Update on OVO app issues from this weekend: This has now been fixed and the OVO app is now available along with the web online account: https://my.ovoenergy.com/login

Outlook Causing invalid/expired link fix

Outlook can also cause the reset link to become invalid or expired.

You can use a different email provider such as gmail.

If it's not possible to use another email, when they receive the reset email to open it but DO NOT click the link to reset email, copy and paste the link into a new tab in your browser and open it this way.

Hi @Gentry ,

Just a heads up, this forum is actively patrolled by forum volunteers such as myself. Your account appears to be showing suspicious behaviour and we are watching the forum closely all the time. If you’re here purely to spam this forum, I’d recommend against that as forum moderators can just nuke your account and all content rapidly.