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beashell15
Rank 1
October 17, 2025
Solved

What does this message mean about my account and why can't I access my online account?

  • October 17, 2025
  • 5 replies
  • 1251 views

Hi all,

Sorry if this has already being discussed. For months I've tried to access me OVO account but receive the same message "were bringing you a new website" but this is since May. I've tried the app and still the same message. Is there an issue with the website?

Thank you.

Best answer by Blastoise186

Updated on 31/10/25 by Abby_OVO

 

Hi ​@beashell15 ,

This is caused by one of two possibilities:

  1. You’re still running on an old billing system that OVO is moving folks away from
  2. You’re on the new billing platform but something got stuck in the system

Definitely ask OVO Support to investigate this. They can see what’s going on and try to fix it - but it may take some time.

 

Afternoon ​@beashell15 and welcome to the OVO Forum!

 

Sorry to hear of the issues you’re having. Please can you try these steps for me:

 

  • Clear your recent history, cache and cookies
  • Visit https://my.ovoenergy.com/login on a Google Chrome browser
  • If you’re automatically logged in please log out
  • On the login screen, click ‘set up account’
  • You’ll be sent an email containing a link from which to set a new password
  • Once you’ve set the password, you should have access to the online account

 

You can find more about this here:

 

 

If you could try the above steps and let me know if you’re able to see the account that’d be great - I look forward to hearing from you.

 

5 replies

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
October 17, 2025

Updated on 31/10/25 by Abby_OVO

 

Hi ​@beashell15 ,

This is caused by one of two possibilities:

  1. You’re still running on an old billing system that OVO is moving folks away from
  2. You’re on the new billing platform but something got stuck in the system

Definitely ask OVO Support to investigate this. They can see what’s going on and try to fix it - but it may take some time.

 

Afternoon ​@beashell15 and welcome to the OVO Forum!

 

Sorry to hear of the issues you’re having. Please can you try these steps for me:

 

  • Clear your recent history, cache and cookies
  • Visit https://my.ovoenergy.com/login on a Google Chrome browser
  • If you’re automatically logged in please log out
  • On the login screen, click ‘set up account’
  • You’ll be sent an email containing a link from which to set a new password
  • Once you’ve set the password, you should have access to the online account

 

You can find more about this here:

 

 

If you could try the above steps and let me know if you’re able to see the account that’d be great - I look forward to hearing from you.

 

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    B
    Rank 1
    beashell15Author
    Rank 1
    October 17, 2025

    Perfect thank you for your reply. It's  frustrating not to be able to see my monthly usage and increase payment etc. Appreciate you thanks Blastoise186 ☺️. Have a great evening.

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    October 20, 2025

    Afternoon ​@beashell15 and welcome to the OVO Forum!

     

    Sorry to hear of the issues you’re having. Please can you try these steps for me:

     

    • Clear your recent history, cache and cookies
    • Visit https://my.ovoenergy.com/login on a Google Chrome browser
    • If you’re automatically logged in please log out
    • On the login screen, click ‘set up account’
    • You’ll be sent an email containing a link from which to set a new password
    • Once you’ve set the password, you should have access to the online account

     

    You can find more about this here:

     

     

    If you could try the above steps and let me know if you’re able to see the account that’d be great - I look forward to hearing from you.

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      Newcomer
      macjonald
      Newcomer
      October 20, 2025

      Yeah this happened to me for about 18 months (could have been more two years), and Ovo refused to do anything about it or give me any updates or and ETA on being able to log in to see my account. Customer services and complaints team saw nothing wrong with it and didn’t care in the slightest. Now I can log in finally but still it won’t let me update meter readings or request refunds. It’s pathetic.

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      October 21, 2025

      Hey ​@macjonald 

       

      Is the function unavailable in app for these or does it show you an error message if you attempt to try one of those? 

       

      The Support Team should be able to help get those last parts fixed and accessible to you. If you’ve not contacted them again recently about the app functions/ your ability to carry out all of the functions, please do reach out to them again to have this last part resolved.

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