Why am I unable to access my online account??

Were you previously a customer of SSE before being transferred to OVO?

No, I’ve been with OVO a few years.

I’ve recently moved into a new home - and I suspect it’s something to do with that.  

Morning ​@RichardF and a warm welcome to the OVO Forum 😊. I hope you’re doing well.

Sorry to hear of the login issues you’re experiencing with the online account. I’m glad to hear that the app is working ok and, in theory, this should mean that the browser version should work as well.

Please could you try deleting your cache and cookies, and then following the steps below to set a new password. (Please do this on a Google Chrome browser):

• Visit https://my.ovoenergy.com/login
• If you’re automatically logged in, please log out
• On the login screen, click ‘set up account’
• Enter your email address when prompted
• You’ll be sent an email containing a link to set a new password
• Once you’ve set a new password, you should have access to your new online account

Please note, once you’ve set a new password, you’ll need to use the same new password to access your app.

Let me know how this goes.

Good suggestion, but I hit another problem!

In account set up, I have the message “Oops, there’s a problem...some of your details don’t match your account details”

I have entered the Ovo account number and my details correctly (matching those on my last bill).

Another suggestion? (I have called the help center - all they suggest is to use the App!)

Hey ​@RichardF,

I’ve sent you a private message to gather some account information so we can have a member of the team take a look for you.