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Trying to change email address on my online account and I get "Oops we ran into a problem” ?


Good Morning,

I wish to change the email address on one of my accounts and when I access my profile and edit email address, I get the following message:-

“Oops we ran into a problem”

Any advice to get this sorted asap would be appreciated, thanks.

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Best answer by SMHughes 21 June 2022, 14:27

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Userlevel 7

Hi @SMHughesand welcome back to the OVO online community,

 

This one sounds a bit strange. Are you using an email address that you’ve registered with us before? This can sometimes cause our systems some confusion. If you’re still having trouble getting the new email address updated this might be worth raising directly to our Support Team who can double-check this for you. The quickest way to get in touch is via our webchat which you can access here.

 

I hope this helps get things back on track - do let us know if you need any more advice here. 🙂

This one sounds a bit strange. Are you using an email address that you’ve registered with us before? This can sometimes cause our systems some confusion. If you’re still having trouble getting the new email address updated this might be worth raising directly to our Support Team who can double-check this for you. The quickest way to get in touch is via our webchat which you can access here.

 

Hi there,

 

I spoke with your team by phone just prior to your last message Jess, still waiting a response, I have a case number and will call again before the end of this week.

 

We have 3 accounts with Ovo and yes, the email that needs to be added / changed on one of the accounts is being used on another one already.  We are assured the request can be resolved as we do not want to create another email address for obvious reasons.

 

Once the change is made, it should enable me to access one of the accounts online which is on the old Apollo legacy system & due to conflict of email addresses I have not been able to access this account for almost 2 years.

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