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Rank 1
selvendran
Rank 1
November 1, 2021
Solved

Set-up my OVO account a month ago - Why have I not received my Welcome pack and can't login to my online account?

  • November 1, 2021
  • 63 replies
  • 4749 views

Hello there

 

I joined OVO a month ago by phone call. Since then, I haven't received any welcome email or confirmation.

 

I have attempted to contact helpdesk through phone call many times and succeeded couple of times and got my OVO ID. However using OVO ID I am not able to register my OVO account on either online or mobile app.

 

I am looking to get account created and give Gas/Electric meter reading for this month

 

I am starting to be a bit concerned about

 

Please, could you help me?

 

Many thanks

Selvendran Chandran

Best answer by Jess_OVO

Updated on 14/08/26 by Abby_OVO

 

Hi @selvendran - Welcome to OVO and to our online community here!

 

I see you’ve already met one of our Plan Zero Legends round here, @Blastoise186 who’s given some great advice into what might be causing your login issues:
 

 

It sounds like OVO might not have the right email address on file for your account, but this should be an easy fix. Please give the Support Team a shout via live chat or phone and they’ll get the records updated. If you’re going in by phone and get stuck at any prompts, pressing the # key will get you through them.

Once the email address is updated, please try my first link again and it should work fine after that. Make sure to check your spam/junk folders too!

 

If you’ve joined us through a switch, or set-up an account after moving into a house we already supply we’d expect you to receive your welcome email within an hour of getting things set-up. It could be there’s been a slight typo with your email address when setting up the account, which would also explain the login issues you’ve been having.

 

Hope the Support Team have already managed to get things sorted - do pop back and let us know how you get on. :thumbsup:

63 replies

Jess_OVO
OVO Staff
Jess_OVOSolved
OVO Staff
November 2, 2021

Updated on 14/08/26 by Abby_OVO

 

Hi @selvendran - Welcome to OVO and to our online community here!

 

I see you’ve already met one of our Plan Zero Legends round here, @Blastoise186 who’s given some great advice into what might be causing your login issues:
 

 

It sounds like OVO might not have the right email address on file for your account, but this should be an easy fix. Please give the Support Team a shout via live chat or phone and they’ll get the records updated. If you’re going in by phone and get stuck at any prompts, pressing the # key will get you through them.

Once the email address is updated, please try my first link again and it should work fine after that. Make sure to check your spam/junk folders too!

 

If you’ve joined us through a switch, or set-up an account after moving into a house we already supply we’d expect you to receive your welcome email within an hour of getting things set-up. It could be there’s been a slight typo with your email address when setting up the account, which would also explain the login issues you’ve been having.

 

Hope the Support Team have already managed to get things sorted - do pop back and let us know how you get on. :thumbsup:

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Newcomer
Poppyscot
Newcomer
November 8, 2022

Quick question (to an otherwise VERY long saga): I have received a welcome to OVO email but what is the Welcome pack? Can’t activate my account (invalid links), been told I don’t have a Gas contract yet they are taking the direct debit amount, was told I do have an Electric contract but there is no direct debit set up. This entire switch has been a nightmare and all I really want is to get the account activated so I can see what is going on before I moved to another provider who hopefully will know how to run a business.

Jeffus
Rank 20
Jeffus
Rank 20
November 8, 2022

That may be your welcome pack containing your meter numbers and some attachments with your tariff details and some terms and conditions

You can check at any time who is officially registered as your supplier of gas and electricity

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/finding-your-energy-supplier-or-network-operator

    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    November 9, 2022

    Agreed it sounds like that welcome email should contain the info you need, @Poppyscot. The online account should allow you login access now that you have the email, use the OVO ID the email specifies. The details available will be limited until after your supply start date when we’ve received the details like your opening meter reading. 

     

    Any issues, see this guide:

     

     

     

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    P
    Newcomer
    Poppyscot
    Newcomer
    November 9, 2022

    Thanks for the reply @Tim_OVO 

    The supply has been switched over and I have the OVO ID. However, it still won't allow me to activate an account. As others have said, the activation link takes you to a password reset link which gets emailed and then you get the 'link is invalid or has expired' message.

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    November 10, 2022

    Hey @Poppyscot,

     

    Sorry for the issues you’re having.

     

    Any issues, see this guide:

     

     

     

    If you’ve followed the advice in this guide and are still having issues, I’d advise contacting Support. They should be able to send you a link manually.

     

    Hope this helps. 

    Renewable Energy? Big Fan.
    N
    Newcomer
    Nvardy
    Newcomer
    May 3, 2023

    Anyone else having problems contacting OVO. Rang last month when we got the keys to our property to set gas and electric up they didn’t set me an account up. A month later after getting cut off 7 times wondering were my welcome pack/bill is they didn’t even set us up. A week later still no welcome pack or any idea if the account has been set up! Now we are going to received 12 weeks worth of bills because of these. First time setting this up and what a terrible experience!!

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    May 3, 2023

    Hi @Nvardy

    Welcome to the customer forum, i am just a customer like you. 

    You could see if your email is registered with an ovo account. 

    https://account-activation.ovoenergy.com/confirm-email

    You can check who is registered as the supplier for your address

    https://www.citizensadvice.org.uk/consumer/energy/energy-supply/moving-home-your-energy-supply/find-out-who-your-gas-or-electricity-supplier-is/

    N
    Newcomer
    Nvardy
    Newcomer
    May 3, 2023

    Hi, 

    I’m not receiving the email once sent. I try to call the number and get ‘sorry there’s an error’

     

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    May 3, 2023

    Hey @Nvardy,

     

    Sorry for the issues you’re having,

     

    If your account still hasn’t been set up, Instead of calling you can sign up here to set up your new account. Once you put in your new address details the website will recognise we already supply your new home and give you a quote based on the usage figures we have for the property. This guide might be helpful:

     

     

    Renewable Energy? Big Fan.
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      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