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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
  • 4750 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

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Newcomer
ashleywhite0912
Newcomer
August 17, 2025

Thanks for your reply. I can’t manage to get through to a real human on live chat without an account number :( same with calling because then I just get redirected to get a quote 

Nukecad
Super User
NukecadSuper User
Super User
August 17, 2025

You have of course checked your email spam folder to make sure that the welcome email hasn't ended up in there?

(I know, grandma and eggs, but you may be surprised how often people haven't checked)

I said, Hey - Watts going on.
Abby_OVO
Community Manager
Abby_OVO
Community Manager
August 18, 2025

Hey ​@ashleywhite0912 

 

Have you had that email through yet, or managed to find it?

 

If not I’d definitely recommend getting in touch with the Support Team like Blastoise186 suggested, it could be something as simple as a spelling mistake with the email, or there may be a technical delay in set up, but the team will be able to check this for you. I’ve also linked below to a similar topic which may be helpful:

 

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