I'm moving out and want to close my OVO account, but I can't find where to submit my info online?

Hey @Dexplay,

Sorry for the issues you’re having,

When you move into a new property you’ll inherit whoever the current supplier is in that property. You’ll need to contact them to set up an interim account, even if you wish to switch away, otherwise they may object to your switch. I fear this might be the issue in your case, but we will email you to let you know if your current supplier objects to the switch. 

If your Welcome Pack it should tell you your supply start date, this will be the date OVO takes over the energy supply at your new property.

In regards to your old account, you can disregard this. You’ll be final billed and that account will be closed, if you had credit on the account it will be refunded, if you have an arrears your direct debit will be kept open to clear this arrears.

It sounds like you’ve now closed your old account over the phone, this can also be done online:

You’ll get your final bill within the next 4 weeks. With your new account you need to select ‘first time logging in’ and set up a password. If it keeps defaulting to your old account it may be there is an issue with your current switch, if not, you can request Support remove the email from your old account. 

Hope this helps. 

Hi thanks for the reply. My new account was finally setup and got my new contract in the post. But the problem remains my old account is still active as i have an historic balance which I have set up a repayment plan on. And my old online account of course only shows my old details.

So my question is how do I set up a new account to reflect my new contract / new address ? each time I try to set it  up im redirected to the old account which I understand has to remain open whilst I clear my old balance over the next 12 months.

Can a new account with a new email be set up so it links only to my current new account reflecting my new address and my monthly bills ect as I cant see anything on my old account other than the historical debt which im paying of monthly ?

thank you

Hey @Dexplay,

You should be able to alternate between the two accounts:

It may be that your Online Account isn’t ready yet, I’d call Support to make sure the switch is going through okay and they can send you a password re-set.

Hope this helps. 

Hi okay well they have taken the direct debit for the new account. I will call support at some point this week but need to find the time because it can take ages to get through to support. But surely they should automatically set up a new account ? thank you for your reply

I’ve got direct debit. I move out March 24th. I will pay my last lot of £240 on March 24th. I am already in credit of £321. Will my last payment of £240 be added on to the £321. My roommate says the £240 I pay in march will be paid for what I used in March. I guess what I am asking is what will be (on estimate) my final credit and how does it work?

Your final payment will be added to your current credit amount. Then they will subtract the costs of energy used up to the day you move out (don't forget to send your closing meter readings). That will be your final balance that will be refunded to you (assuming it's a credit amount).

That looks odd. Did you type it in or select it from the date picker?

Perhaps as it’s a Bank Holiday - although not exactly sure why

Hey @fedup247,

That is odd. If you are still having issues you can contact our Support Team to action the move out.

Keep us posted with how you get on.