Skip to main content
Best answer by NinjaGeek

Updated on 19/08/25 by Abby_OVO
 



Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help:

 

OVO customers should ideally complete these steps in the web portal (online account) first. Once complete, these details will be copied over and available for use in the OVO App.

 

  • On the login page click ‘set up account’
  • Enter your email address when prompted
  • You’ll be sent a link from which to set a new password
  • Once you’ve set the password you’ll have access to the online account
  • You’ll then be able to log into the app using the same email address and password

 

If the above steps don’t work, go back into the password reset email, scroll down and select the option at the bottom of the reset email "open this email in your browser"

 

This should then allow you to follow the steps as prompted and login into your account.

 

 

Please note: This has been extensively tested and in the vast majority of cases will resolve the issue. However, there are still some issues with users of any Microsoft email domains such as Hotmail, Live, Outlook, Microsoft. We are working on the resolution for these customers and will update once a fix is made available.

 

There may still be issues for other customers with different email domains but these could be related to something else. Let us know in the comments below if you still have an issue resetting your password. Alternatively our Support team may be able to advise with this. 

 

17 replies

NinjaGeek
Rank 12
NinjaGeekSolved
Rank 12
August 16, 2018

Updated on 19/08/25 by Abby_OVO
 



Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help:

 

OVO customers should ideally complete these steps in the web portal (online account) first. Once complete, these details will be copied over and available for use in the OVO App.

 

  • On the login page click ‘set up account’
  • Enter your email address when prompted
  • You’ll be sent a link from which to set a new password
  • Once you’ve set the password you’ll have access to the online account
  • You’ll then be able to log into the app using the same email address and password

 

If the above steps don’t work, go back into the password reset email, scroll down and select the option at the bottom of the reset email "open this email in your browser"

 

This should then allow you to follow the steps as prompted and login into your account.

 

 

Please note: This has been extensively tested and in the vast majority of cases will resolve the issue. However, there are still some issues with users of any Microsoft email domains such as Hotmail, Live, Outlook, Microsoft. We are working on the resolution for these customers and will update once a fix is made available.

 

There may still be issues for other customers with different email domains but these could be related to something else. Let us know in the comments below if you still have an issue resetting your password. Alternatively our Support team may be able to advise with this. 

 

Renewable energy + EV enthusiast
    R
    Newcomer
    Rainbow
    Newcomer
    January 9, 2021

    I switched to OVO on the 6 January. However I have not received any account or log in details to set up an online account. Whenever I call I am unable to speak to anyone. My meter readng is due. I am concerned OVO do not have my correct contact details

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 9, 2021

      Welcome @Rainbow ,

      This should be an easy fix. Please head over to https://my.ovoenergy.com and go through the First Time Logging-In? process to set up your online account. That should get you going within a couple of minutes or so.

      If that doesn’t work, please let me know.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        S
        Newcomer
        spindrift63
        Newcomer
        January 25, 2021

        Recently opened an account with Ovo.

        Got an email giving me the i.d and account number

        Went online to create login access to my account and for two days now, have the following message when entering my email address and password which were accepted when creating the online account

         

        No identifiers.paym in session. Please try again later.

         

        What is this? Why am  getting this message? and how can it be resolved?

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        January 25, 2021

        Hey there @spindrift63 ,

        That’s a new one on me and definitely should not be happening! When you head over to https://my.ovoenergy.com did you do the First Time Logging In process the first time you used MyOVO? Your login details would then be your email address and the password you set.

        One thing you can try, is to see whether you can login via the OVO Energy app on Android or iOS and see what happens. If your login details work there, your online account definitely exists. If not, that’s a big problem. I know the online account can be somewhat unstable for the first few days during the switching process, but you shouldn’t get that bug at all.

        Please let me know if this helps. I love puzzle solving like this and I’ll be happy to advise further.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        S
        Newcomer
        spindrift63
        Newcomer
        January 25, 2021

        Hi

        Yes i did the first time logging in and have also tried as you suggest to log in via the app but it is saying “sorry there is a problem grabbing your account”

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        January 25, 2021

        Gotcha. Thanks for confirming @spindrift63 .

        It’s very likely that most of this relates to your new account with OVO still being set up at the moment (welcome aboard by the way!). But I do agree that it shouldn’t be bugging out that badly. Once you come on-supply with OVO properly, this should settle down and it should start working more reliably.

        Can I ask what device and browser you’re using? If you know the Operating System and browser version too, that helps a lot. I can then convert this into a bug report and ask Tim to send it off to the developers internally.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        S
        Newcomer
        spindrift63
        Newcomer
        January 25, 2021

        windows 10 and ms edge

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        January 25, 2021

        Thanks. I think I know what the problem might be then.

        When it comes to Microsoft Edge, do you have the one with the white and blue logo that’s been the same since Windows 10 launched, or do you have the Microsoft Edge with the blue and green “E” that looks more like water droplets.

        This is something that helps me to double check a few things.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        S
        Newcomer
        spindrift63
        Newcomer
        January 25, 2021

        Hi

        Its the one 

         

          Show more replies
          Terms & ConditionsAccessibility statement

          OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

          OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

          OVO (S) Gas Limited is part of OVO Group Ltd