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.
Best answer by Nancy_OVO
Updated on 07/01/25 by Emmanuelle_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.
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. See the advice below for some ideas to try, and 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.
You can reset your password by clicking here.
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 (!?£@#$%)
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.
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. 
I also got the same exact issue:
Check your connection and try again
Email address
Confirm email address
I cannot seem to activate my OVO account. However, there is no problem creating an account here for the forum.
Thank you
Hey
Thank you for your screenshots, can you please answer the following questions:
Let’s get to the bottom of this.
HI,
Many thanks
Allison
Thank you for your response.
This issue have been resolved by using the OVO app. I used the forgot the password function to receive an email to reset and worked. However, for some reason, it doesnt work on the web browser.
Summary:
The app seems to work fine, but the browser seems to have an issue.
Thank you again.
Is there any update as yet on a fix for the online issues I am encountering?.
Many thanks
Allison
I’ve also just been moved over from SSE and had this problem, with email in Outlook, trying to set up on the web (don’t want app).
I fixed it when I noticed a line in the top of the email saying “Email not displying correctly? View in browser”. I clicked and it opend a web page with the same information but a different shaped clicky button. This time I was able to right click the button and choose “copy link”, paste into browser and it worked. PP seems to be correct that the original clicky button leaves something essential out of the link.
What a waste of time, and a stupid little bug to have not fixed after all this time. Not a great introduction to OVO.
Same issue, coming from SSE, except nothing solves it for me! Not using another browser, device, not using the app either. Contacted Ovo support, and as expected they’ve been totally incompetent: first letting me know than I am an idiot who doesnt know who to click a link, then telling me they can’t do anything - just have to be patient. But this has been like that FOR MONTHS!!!
I had exactly the same problem and wasted a good hour trying to sort this out. I did as someone suggested way back: using chrome, on a laptop, I opened outlook in the browser, rather than clicking the usual icon on taskbar. This finally let me set a new password.
Delighted to say, I have now managed to leave Ovo and am in the process of switching. Edf offer me a much better rate and I got to speak to a human on the phone after less than 5 minutes :) My online account is set up with them without any of this Ovo nonsense. I never wanted to be with Ovo so switched as soon as I could get into my account to look at payment details and check usage.
No more Ovo for me :) :)
Hey
Really sorry to hear this,
I’ll ask Forum_Suport to reach out, please keep an eye on your private messages.
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