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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?

  • 15 March 2022
  • 5 replies
  • 197 views

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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Userlevel 7
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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.

Thank you. I will give them a call.

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

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.

Userlevel 7
Badge +1

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:

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