Hey @lcletheroe,

I’m sorry for the late response on this one. Did you manage to get this resolved or are you still needing help with it? 

What would you like to change when looking at the Direct Debit? Just so we have an idea of how best to assist you. I have left a few articles below with more information on what can be done on the app and if you have further questions we would be happy to help. The top link takes you to the tutorial section with lots of handy “how-to” guides! 

I hope this helps! 

Hi there - thank you for replying.  No I still don’t have this resolved.  I looked at the tutorials but the problem  is that i don’t have the ...

“Manage Direct Debit” icon so i cannot click this.  Instead I have a statement that says “Sorry the direct debit can only be changed by the person who set it up” and there is nothing to click.  So there must be something flagged in my account stopping me from changing it.  I dont understand because I am the person who set it up and both myself and my husband are named as account holders.

Hey @lcletheroe,

When did you set up your account? I wonder if you have a new account so aren’t able to change the direct debit for the first three months. If not, it sounds like it may be a technical issue which needs to be raised to the support team.

Are you able to upload a screenshot of what you do see?

Hi - no its not a new account i’ve had it for years.  It used to be in my husband’s name alone but its always been me that operates it so a couple of years ago we added my name so the account is in joint names but I cannot change the DD online or in the app its so frustrating.

i have called the support number, talked to the online bot and emailed help@ovo but no-one is helping me or understands the problem.  They just want to change the DD for me - but i want to do it myself !   Thank you for your interest

Laura

Could it be that he is the primary account holder & the financially liable party on the account & that is why you aren’t able to change it when you log in using your details @lcletheroe?

Its a fair point but the account has always operated using my email address and my login details and it was while initially logged in that i setup the first direct debit.  My husband has been on the phone to Ovo a couple of times advising that I should be able to operate the account and to put the account into joint names so I just dont understand what the problem is.  Its sad because I think its a great app but it’s frustrating not being able to use all of its advertised features.  Thank you for your help.  

It’s a frustrating one! I think it’s worth getting the support team to investigate incase it’s an account specific issue. 

Please pop back if you get to the root of the issue @lcletheroe, it may help other community members in a similar position. 

Does anyone know how to contact ovo to change my bank account details for my direct debit? I've been trying for three days now and haven't spoken to a human being yet, or is it easier to switch supplier! 

Hi @Ianhowe ,

If you used the Current Account Switching Service you do NOT need to inform OVO - your old and new bank will do it all for you.

Otherwise, the fastest way is to revoke the Direct Debit from your old bank account through the bank - OVO’s system will then ask you to set it back up later.

The reason you can’t get in touch is simpler to explain - blame Martin Lewis! He made it so that literally everyone under the sun tries to smash all suppliers to pieces during certain weeks of the year and this week is one of those weeks.

If you wish to speak to someone though, Live Chat is fastest. Please use the keyword Agent to bypass the bot when it asks for what you’re after and it’ll put you through. Contact volumes are through the roof right now though.

Hi @Ianhowe,

Have you managed to get through to someone to get this sorted?