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Moving from SSE to OVO - stuck in a password loop when trying to set a password and log in for first time?

S
Rank

Morning all. 

I’ve had the email through to register for my online account transferred from SSE using my existing email address.

When I click on the link I get to the confirm email page:

https://account-activation.ovoenergy.com/confirm-email

I enter my email address twice and click submit, and get the “Time to check your inbox” message on screen. I then get a “Let’s get your password reset” email, with another link. The email starts:

Great news – you're only a step away from your OVO online account. To verify
your email and set your password, just go here: Set my password

[https://email.mail.ovoenergy.com/c … etc

I click on this link and I get taken to a Request a password reset page :

[https://my.ovoenergy.com/password/reset# … etc

This then sends me the same (2nd) email again, and so on.

This is on a windows 10 PC using Chrome browser. The same happens using Microsoft Edge browser.

Any help most appreciated.

Thank you.

 

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Best answer by ssemarcooper 16 March 2022, 17:45

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67 replies

Blastoise186
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Userlevel 7
Badge +1

Hi @ssemarcooper ,

Oops, sorry about that! I’m afraid this will be a bit tricky to fix via the forum I’m afraid, but the Support Team are open right now and they can take a look for you. If you give them a call on 0345 0260 712 you should get through to the team handling former SSE customers. Please call up using the phone number linked to your account, as that helps the system to recognise you more easily.

I’ll also give @Jess_OVO a heads up, in case it’s a more general bug.

Securing energy by zapping security bugs... For that is The Blastoise Way!
S
Rank

Thank you. I will give them a call.

Tim_OVO
Rank
Userlevel 7

This is a strange one, @ssemarcooper 

 

I’ve taken the details you private messaged me and sent them to a lot of clever colleagues tasked with creating and improving the journey of SSE members joining OVO. I’m told there’s no obvious error in the links you’ve been provided. I’ve actually got an OVO account and I was able to reset my passwords using the same links. 

 

Would you be able to use this link instead to ensure you’re able to access your new OVO account: https://my.ovoenergy.com/password/reset

 

Update this topic and I’ll be on it tomorrow to see the latest!

 

Thanks,
Tim

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
S
Rank

I’m told there’s no obvious error in the links you’ve been provided. I’ve actually got an OVO account and I was able to reset my passwords using the same links. 

 

Would you be able to use this link instead to ensure you’re able to access your new OVO account: https://my.ovoenergy.com/password/reset

 

 

Thank you for that. It appears the problem is something to do with clicking on the emailed link in my old version of outlook (2007). If I view the email from the web browser and click on the link it works. All sorted now.

Regards,

M.

Blastoise186
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Userlevel 7
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No idea why I didn’t think of that one! I suspect Outlook 2007 is chewing up the links somehow, probably because it’s relying on Internet Explorer to render the emails you receive. And we already know Internet Explorer can’t do anything properly these days…

On an unrelated note, you might find that Outlook 2007 stops working soon, especially if you’re using it on Windows 10. Internet Explorer is being removed from Windows 10 completely in about three months from now and this will break anything that heavily depends on it. If you’ve got an email account that you can access via a web browser, that’ll probably be your best bet going forwards. Alternatively, you might want to consider upgrading your Microsoft Office install to something more recent. If the lack of Internet Explorer doesn’t break Outlook 2007, then chances are something else will. :sweat:

Securing energy by zapping security bugs... For that is The Blastoise Way!
A
Rank

Annoying failure to reset or create password after email link that expires instantly when new password is submitted.  Wasted an hour on this rubbish.  Have had a SSE app and online set up for a few years. Received letter of new OVO account details but thats all.  No chance of access either App or online  

Tim_OVO
Rank
Userlevel 7

I’ve seen another example of this via a private message, @andystamp. What’s the latest? 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
B
Rank

I’m having the same issue - stuck in a loop trying to log in for the first.  I’ve tried using my phone and my laptop, clicking the link and manually typing the address, nothing’s working.

 

How do I activate the account?

 

Bonnie

Emmanuelle_OVO
Rank
Userlevel 6

Hey @bonnieknight2,

 

Sorry for the issues you’re having.

 

I’d advise trying to use google chrome. You may be experiencing the same issue as @ssemarcooper.

 

Would you be able to use this link instead to ensure you’re able to access your new OVO account: https://my.ovoenergy.com/password/reset

 

 

Thank you for that. It appears the problem is something to do with clicking on the emailed link in my old version of outlook (2007). If I view the email from the web browser and click on the link it works. All sorted now.

 

 

Keep us posted with how you get on. 

Renewable Energy? Big Fan.
B
Rank

I used 2 different browsers on both my laptop and phone - after speaking to customer services it appears my account hasn't actually been migrated despite receiving an email to say it had.

I didn't actually want to move from SSE and had no say in the migration, so far it's taken twice as long as I was originally told with no final date advised. I am far from impressed with Ovo at this point, it's not a great start. 

Emmanuelle_OVO
Rank
Userlevel 6

Hey @bonnieknight2,

 

Sorry about the issues you’ve had.

 

You’ll need to wait for your Welcome Pack before you are able to log in online. Once you receive it you’ll get a a new OVO account number. 

 

If you have any questions about the migration process we have a helpful FAQ page on our website. 

Renewable Energy? Big Fan.
J
Rank

Hi

 

I have been moved from SSE (a while ago now) - i was told i couldn’t log in as my account hadn’t migrated fully - still unable to log in (and presumably paying higher charges as cannot set up a direct debit) - very disappointing. 


Grateful for any suggestions.

 

Thanks

Blastoise186
Rank
Userlevel 7
Badge +1

Hi @JMP ,

Are you still unable to use https://account-activation.ovoenergy.com/confirm-email ?

If so, have a chat with the Support Team in the morning. They’ll sort you out.

Securing energy by zapping security bugs... For that is The Blastoise Way!
L
Rank

I’m having exactly the same problem...Fells like I’m stuck in the 9th ring of hell!!! Have tried about 6 timers now and have opened the link from my phone / from my email / from the web browser and I keep in getting chucked back to the same place and having to ask for a link again. It’s infuriating. 

 

HELP!!!

W
Rank
Userlevel 2

Yea, same here! My account with SWALEC was closed on the 21st November. My final bill instructed me to create an OVO account and provided me with a link and my new OVO account number, yet I'm unable to setup an online account because i’m told the link has expired. I still haven’t received any communication from either company! Online chat simply tells me my account is still being migrated and terminates the chat session.

Emmanuelle_OVO
Rank
Userlevel 6

Hey @Liz D,

 

Sorry for the issues you’re having,

 

If you’ve followed the instructions on the following guide and you’re still having issues, Support are best placed to deal with this. They can manually send you a password re-set. 

 

 

@WelshPaul, if you’re account with OVO hasn’t yet fully migrated, this might be why you’re not able to set up an Online Account. You’ll need to wait until you get your Welcome Pack. This guide might have some helpful advice:

 

 

Hope this helps. 

Renewable Energy? Big Fan.
A
Rank

My account has been moved from SSE to OVO. I got an email telling me to set up my account, I click the link, enter my email, get an email telling me reset my password, follow that and then all I get is 

“Your password reset link is invalid or expired” 

I’ve tried about 10 times now on different devices, tried to speak to someone on chat bot, waited about 3 hours and went from position 189 to 11 in the queue and then nothing happened.. 

anyone any ideas? 

O
Rank

Same for me! Totally useless, what a great first impression. 
Then it seems that the contact is section is mainly this, where other people do the work for them. 
 

considering I didn’t even ask to be with this company it’s even worse! 

J
Rank

Same here, I’ll check in the morning to see if it’s working, if not will ring OVO on 03303035063.  No doubt, I’ll ask for a compensatory credit to my account for my inconvenience, as OVO have mistaken us for people who enjoy wasting our time!

A
Rank

It’s so frustrating! Especially due to the fact I’m in credit on both my gas and electricity I want to make sure they transfer that over correctly! 
 

il try calling them today but I’m not holding out much hope of getting through :( 

 

 

A
Rank

Just tried again and it’s worked! So give it another go this morning 

Blastoise186
Rank
Userlevel 7
Badge +1

Hi,

Sounds like your accounts are still migrating over to OVO. This may need another couple of weeks. Try the account setup tool again only once per week and you should have more luck once the account is ready to activate. :)

Securing energy by zapping security bugs... For that is The Blastoise Way!
Emmanuelle_OVO
Rank
Userlevel 6

Hey @ashleighimazur,

 

Sorry for the issues you’re having,

 

You’ll need to wait for your account to be fully migrated before you’re able to log in to the Online Account. Have you received your Welcome Pack? 

 

These threads might be helpful to you:

 

 

If you contact our Support Team, they’ll be able to tell you what stage of migration your account is in. 

 

Hope this helps. 

Renewable Energy? Big Fan.
A
Rank

Thanks! I was able to finally get in yesterday! :) 

G
Rank

I have been told I am moving from SSE to OVO and have had a welcome email inviting me to set up my online account. When I click on the link and insert my email and a password I am told that the link has expired. I have tried this more times than I care to remember.  Tried all the customer service options but nobody seems able to help.

 

Any ideas?

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