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

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 (!?£@#$%)

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 could be caused by one of 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. 💡