Is the OVO app down?

Thanks Chris for your reply. Will do what you suggested, fingers crossed it will work, otherwise I’ll 

get back in touch.

regards

Receive the above error message when trying to login to the OVO Energy app on my android device. Deleted the app and re-installed it, cleared the app cache and app data on my phone and then re-installed the app again, reset my password, had the support team reset my email address to a different one, but still get the same error. I can logon to the website fine.

Any ideas?

I’ve just logged in to the OVO Energy app on my Android phone, and it appears to be working as normal. FYI - my phone is using Android version 16,

Hey ​@IanNG,

That's an excellent suggestion from Hangnail about checking your device's software version. If you haven't updated it in a while and are still using an older version, some secure apps, like banking or online services, might not work as well. They could see your device as insecure if it isn't up to date with the latest security measures. So, go ahead and check for any software updates on your device and install them if needed. Hopefully, that will do the trick. 

If you're still having trouble after that, just let us know, and I’d be happy to help find someone who can assist you further.

I’ve just switched away from OVO and something about the process has really surprised me.

My account was suddenly marked as “closed” in the app, but I received no communication at all to acknowledge:

• that the switch-out had been received

• that my account was being closed

• that a final bill is pending

• that a refund will be issued

• what the current status actually is

This would be poor communication in any circumstance, but it’s particularly concerning because OVO currently owes me over £300 based on my last billing period up to the switch date.

To be clear:
I fully understand that the final bill can take time while readings are validated through the DCC. That part is expected.

What I don’t understand is why OVO provides zero acknowledgement at the point the account is closed. No email, no message, no confirmation — nothing. Just a silent backend state change.

For a supplier holding a significant customer credit balance, this lack of communication feels unprofessional and unnecessarily unsettling. Other suppliers at least send a simple message like:

“Your account is now closed. Your final bill will be issued once validated readings are received.”

Is this really the intended customer experience?
And if so, can OVO explain why no communication is provided at such a critical point in the process?

But being fair:

We regularly get posts here from those switching away asking why their account has not been closed immediately (and so their next DD is sometimes taken by OVO and has to be refunded).

I'm guessing that they have closed your in-credit account to prevent that from happening?

So it seems like a no-win situation for OVO;  and that if they do - or if they don't - close the account immediately then someone is not going to like it and complain.

This means that you’ve started a switch to another supplier. What happens next is entirely in the hands of the new (‘gaining’) supplier, and there are specific steps to be followed which vary a bit from one account to another. Normally, you’d expect the gaining supplier to send a specific notification to the losing supplier (OVO in this case). If the notification doesn’t follow the precise rules laid down, then the actions triggered at the losing supplier’s end may not be precisely as they should be. For example, closing down the owner’s account takes place, but the ‘Sorry to see you go’ message isn’t generated. 

The behaviour you’ve seen isn’t necessarily OVO’s fault. Have you come to any harm as a result of not seeing a notification of an event that you know has taken place?  

Thanks for the replies. I understand the switching process and the DCC timelines, and I’m not expecting the final bill to be instant.

However, the specific issue I experienced yesterday — where my account effectively vanished and the app treated me as a brand‑new customer — clearly wasn’t part of the normal switch‑out process. Today the account is visible again, shows that I owe nothing, and displays my full credit balance, which confirms it was a temporary backend glitch.

Given that OVO is still holding over £300 of my money until the final bill is issued, I think it’s reasonable to expect some clarity around what happened. Losing access entirely, even briefly, is unsettling in that context.

It would be helpful if someone from OVO could confirm whether this “account disappeared” behaviour is a known issue during the switch‑out process, or whether it was an unintended glitch. Even a brief acknowledgement would go a long way in reassuring customers who are still waiting for their final bill and refund.

Steve | Ex‑OVO | Current Status: Visible again | Credit Balance: £300+ | Backend Glitch: Confirmed

Morning ​@croninsfc, I hope you’re well.

Thanks for reporting this issue - we appreciate this sort of feedback. I’ve passed this on to our Product team, and will let you know if they come back with any further information. I haven’t seen any recent reports of customers saying the same, and I think this would be a momentary issue. If I hear anything different I’ll let you know.

I hope the switch goes ok and the final statement comes soon - it normally doesn’t take too long, but the maximum timeframe is six weeks. It’s usually a lot quicker than that. 

You’re more than welcome to continue participating on this Forum once you’ve switched, and let us know if you have any further questions. Cheers!

​@croninsfc our Product team have confirmed there was an outage yesterday, and this will have been what affected your app. I hope this helps.

Thanks for the update ​@Ben_OVO 

I hate making another "cannot login" topic. But it's the reality I'm facing now. My smartphone app struggles to open. It let's me to put login details, it even lets me ro chose particular account, then it gets into the endless loop trying to "grab my account details". I can login via internet browser. The problem is that choosing free hours is only available via the app. I have cleared cache, cleared the app data - it doesn't help. 

It seems to be working now. Phew!

Morning ​@costeek,

I just wanted to let you know that the issue was marked as resolved at 6pm last night, so it was only an outage for a few hours. I'm really happy to hear that everything is working well for you now!

I’ll go ahead and merge this thread with our existing app issues thread so we can keep everything in one place. Thanks for your patience!

​

It could be a little confusing, as I’m not a PAYG customer. I understand that it is the same app. But not all is aware of that. If I were someone who is for the first time on this forum, I would probably ignore this thread’s title, as I would assume that it’s about a different app. Would it be better to keep “the new OVO app” without the PAYG part?

Hey ​@costeek,

I'm sorry for the troubles  as we’ve been having with the PAYG app this week! I thought you were having some similar issues, but I corrected it to keep your thread separate to help avoid any confusion.

If there's anything else you need or if you have any questions, feel free to reach out!

I think with all merging – un-merging it becomes even more confusing. I pointed out the PAYG part, thinking that it would be better to keep the title without the PAYG part. As the app is for all customers, it was relevant to keep all in one place. Just non-PAYG customers wouldn’t read the topic about PAYG, thinking it wasn’t relevant to them. My bad, I wasn’t clear enough! Now we have some replies to me here and in another thread to comments that are not present any more. Also, here I was speaking specifically about the app, not the online account in general. But, it would probably be better to keep it as it is, preventing more confusion that might happen. Maybe, in the future, not all similar topics should be merged? 

Sorry for criticising. You and your colleagues are doing a great job, I must admit. And I completely appreciate your efforts – how quickly and always polite you respond. Hats off!

Hey ​@costeek,

I really appreciate your feedback! Normally, we try not to be too strict with merging discussions. We like to give articles a bit of space to breathe for a few weeks before reviewing them. One of these days, we might even give you a peek into a "day in the life of a moderator" so you can see the different things we consider when managing the platform. We know it can sometimes look a bit confusing.

Lately, we've been getting a lot of questions about our new PAYG app replacement, which led to nearly 20-30 separate threads. To keep things organised and make it easier for everyone to find answers, we decided to combine those conversations into one larger thread. We know we might not always get it right, and we truly appreciate when members like you reach out to share your thoughts. We're always happy to chat because we’re a community, and we want to make sure everyone feels heard!

We do have some house rules to keep things respectful, but I take your message as constructive feedback, not criticism. Thank you for sharing! 

Honest discussions like this are how we can improve together.

If there is a chance for the “day in the life of a moderator” – I would be extremely interested! :)

​@costeek I agree that would be a nice topic for us to write up. Watch this space!