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Password reset error - how do I log in on the new online system?


Hi, I am trying to log into My Ovo, but it needs me to reset my password because Ovo have moved the account to their new online system. 

I get the email to reset my password and click through and write a new one and then get an error that says “Your password reset link is invalid or expired.”

I have tried sending a new reset link over 10 times and tried different devices. What am I meant to do as I am now late submitting meter readings. 

Thanks. 

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Best answer by Nancy_OVO 9 March 2020, 17:21

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21 replies

Userlevel 5

Updated on 25/04/22 by Jess_OVO

 

Very frustrating to hear you’re having trouble resetting the password to your online account or OVO app (download for Android or iOS). Sounds like your password reset link may have been expired, or you’ve requested a more recent link. 

 

Password Resets


You can reset your password by clicking here.

  • There's no difference between ‘First time logging in?’ and ‘Reset my password’
  • Password reset emails expire after six hours or if a newer password reset is requested within that time
  • A reset email is only sent if the email address used matches a registered email address
  • If multiple password reset emails are sent, only the most recent one is valid


The criteria for setting a password is:

  • At least 8 characters

  • At least 1 upper case letter

  • At least 1 lower case letter

  • At least 1 number

  • At least 1 special character (!?£@#$%)

 

If you’re not able to access the password reset screen by clicking on the ‘Reset My Password’ button in the reset email, you can copy and paste the long reset link from the bottom of the email into the URL to get to the same destination. An example is shown here:
 

diLPOnZ-K4GrfJzLl6IlVp5TVLO6k_vX1lI5ifH_B9jwtko_xx_vWGyEOe5b2pp6o8-r45tf39DwPk01xR3lFtZUE59aY46VTZ1RlgsLsZrqrcTwswwYwZzDrckiPqSc1VcxC3kV
 

Haven’t received a password reset email?


There are no known issues with the password reset platform and reset emails are typically delivered within seconds.


If you haven’t received the email then it’s usually caused by the following:

Your email inbox hasn’t refreshed


The email may have been delivered but hasn’t synced on the member's device/browser. This could be due to a network issue or because their email client is set to refresh on a schedule, e.g. every 15 minutes. Try refreshing this manually.

The email has been filtered as junk/spam


You should also check that you haven’t accidentally marked us as ‘Spam’ or blacklisted emails from hello@ovoenergy.com or noreply@ovoenergy.com.


The email address you’ve got registered has recently been changed on our systems and hasn’t had time to update on your online account


If you've changed your registered email address it can sometimes take up to 24 hours for this to update. In this case, try and request a password rest email the following day.


If none of the above is successful


Check you’re using the most recent version of the app (try deleting and re-downloading for Android and iOS) or Google Chrome browser if logging in to your online account.

Try disabling any password managers that may be interfering with the login details you’re entering.

You should also try:

  • Logging in via the app if you can’t login via a browser (or vice-versa).

  • Using a different device or browser (Chrome is recommended).

  • Clear cache/cookies on browser.

  • Clear cache and app data then uninstall/reinstall the app.

  • Waiting a day for any changes you've made to update across all systems

 

If you've followed all of these steps and you're confident there's still a login issue with your online account or the OVO App then contact the Support Team. If you can provide as much of the the following information as possible we’ll then be able to forward this on to our Tech team if required:

 

  • Mention all actions you have taken already.

  • The correct email address that you’d would like to use.

  • Are you trying to login using the app or browser?

  • What device, OS and browser are you using?

  • Are there any specific error messages? This does not include 'Wrong Email or Password'.

  • How long has this been occurring?

  • Relevant screenshots are always welcome and useful.

 

Hope this helps get things sorted - There’s more great advice on our Online Account Tutorial Collection:punch:

 

Hi @Nancy_OVO 

I am clicked immediately after receiving the link. 

I do not have Facebook. I guess I will have to call?

Userlevel 5

You can message the team if you didn’t want to call, @vinn2020,  through FacebookTwitter and our Help centre has online chat!

 

In the password reset link email we’ve sent there will be an alternative link at the bottom which is quite long - this link will work if the main one doesn’t.

Userlevel 7
Badge

Hey @vinn2020 

 

I know I say this a lot on this forum but 9/10 it is the issue. Try opening the link via private browsing. What web browser do you use? Internet explorer, Google chrome, Safari, Firefox, Brave, Opera?

 

Regards

I have just been sent email saying need to change password as account having new online system. Was a little wary as it stated direct debit would be stopped and then reinstated. I decided to go into account from old genuine email and this said same so changed password. Can anyone please clarify that this is genuine as seems little odd to just send email asking for password change albeit looks genuine. Thanks

It is a genuine email unfortunately.  The new site is not an improvement on the old one.  

 

The new OVO website is  covered here :-  https://forum.ovoenergy.com/new-ovo-smart-meter-experience-116/new-ovo-website-account-experience-7324

Cheers for info

Userlevel 7
Badge +3

Hi @Peg The entire Billing System is new and has been gradually brought into being during the past 3 months.

OVO’s software is now developed and managed in-house rather than them buying into a 3rd-party product.

You did exactly the right thing by logging in first using your old ID & Password. I wish more people took this basic precaution!  Have a gold star :star:

Thankyou

I have been having problems accesing my on=line access, I have tried to reset my password this has not worked, I don`t get a link to reset, I spoke to a member of OVO staff still no joy. I like to reguarly check my account on line one of the benifits of online, if I cannot do this I will look at swapping to another suppler

Userlevel 7
Badge

hello @Gorbo 

Welcome to the forum. Have you tried looking into your Spam/Junk folder? Also what email service are you using? Gmail? Yahoo? Sky? BT?

Yes I have tried all that, I use gmail which I have been using for years

Userlevel 4

@Gorbo - I’ve moved your post over here so you can have a look at the previous advice.

 

Have a read of the comments above, and if you still can’t it working getting in touch, as listed above. 

I have done that, this has been going on for some time, I lodged an error on 26/04/2020, on hello@ovo

I have not been able to access my account since then

 

 

Userlevel 4

I’d recommend trying to contact us through social media if you can, @Gorbo. We can respond much quicker and can get to the root of the problem to solve it for you.

 

If you don’t have social media, it may be worth sending a follow-up email to get an update.

Tried that no joy, will OVO waiver the exit fee! this has gone on long enough time to change compaines

Userlevel 7

Tried that no joy, 

 

It’s a real shame that this still isn’t sorted, @Gorbo 

 

It’s not clear if you’re not getting responses to your emails or social media posts, or if the issue can’t be fixed when you speak to our support teams. One thing’s for sure, our community won’t be able to diagnose this issue or update you on any outstanding tickets with our online portal teams. I’d recommend you reach out to our Support team (call, email or social media, see details above) for an update on the issue and also to discuss your exit fees. We won’t be able to help with either here. 

 

Please come back to update us though. If someone else has the same issue, they’d benefit from knowing the outcome. 

 

T

I have the same problem as a new customer. I tried in-private browsing too and all the other nonsense suggested. The link sent by Ovo for the password reset is always invalid.

Has anyone ever got through this password reset? How to use the link without geting the invalid message?????????

Userlevel 7

Sorry to hear you’re having trouble resetting your password and accessing your online account, @peterkiraly.

 

If you’ve followed the trouble-shooting steps above without success it might be time to get in touch with our Support Team to double-check there’s no technical issues with your account. The quickest way to reach the team is often via our webchat which you can access here.

 

Hope this helps.

I’ve just been forcibly moved from SSE, without consultation, to OVO. I’ve followed the instructions, to the letter, for setting up an online account. No joy. 

 

I’m experiencing the same issues as other users above, and the hundreds on Twitter who have reported the same issue over the past 12 months. (https://twitter.com/search?q=ovoenergy%20password&src=typed_query&f=live) There’s a fault on the OVO website. The password reset is a perpetual loop and it’s not possible to login. 

 

BTW, I speak from some experience, being a website designer and developer with 20+ years experience. 

 

Userlevel 7

I’m so sorry to hear of the difficulty you’ve had accessing your online account, @tomtolkien.

 

As you mention your account has recently joined us from SSE, I’m wondering whether there’s any issues with the migration which might be the cause of the login difficulties.

 

Have you been in contact with the Support Team to double-check the migration is completed yet?

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