Why can't I login into my online account, app or send reset password email?

Dear @Mrs B Parker and welcome to the Forum.

I wonder if you realise that you have posted this message on a publicly-accessible open website? This Forum is where customers discuss matters concerning energy. It is not viewed by OVO’s Customer Services staff.

In normal circumstances, a Moderator would redact information from what you have written, but they will not return until after the bank-holiday weekend.

However, I am able to advise you the best course of action for your dilemma.

If you, as the tenant, are required to submit meter readings, but are unable to do so online, then you can send them in a message on webchat via the Help Centre. Please ensure you provide enough detail for the staff member receiving this to know who you are.

Secondly, if your tenancy agreement states that you, and not the landlord are responsible for paying energy bills, then you require a fresh account in your name. OVO will not permit you to pick up an account used by a previous occupant of the flat.

You should ensure that you have a starting-reading for the meter(s) on the date your tenancy commenced. Normally this would be checked by the landlord when a new tenant moves in. It may be slightly more than the reading taken when the old tenant moved out, depending on how long the flat has remained empty. You are only liable for the consumption made since your Contract started.

A new account takes 4-5 weeks to be fully active. This includes a statutory 14-day “cooling off period” because an energy supply falls under the rules of a Financial Service.

If I have misunderstood the situation or you require further clarification, then please post again here. However, do not write any details here which should remain confidential.

I’ve edited out your personal details, @Mrs B Parker, there’s lost of handy info in this thread to help you get into your online account, that being said, @Transparent’s answer will steer you in the right direction. 

Trying to reset password so I can submit meter reading but not receiving any email to reset password. Been trying for several days. Nothing in inbox or trash.

Try spam folder also.

It’s a good idea to put the ovo e-mail address in your contacts too 

@kgreenhall and @whitehouse - I’ve moved your messages over here, as it’ll be really helpful for others in your situation to find all the info in one topic!

Check out the best answer for further info:

And as of today I still cant login to my OVO account :)

Yes after a yar of promises to get my account visible I still cant login to my ovo account here are the steps i have taken..

1 = Clicked First Time Logging In.

2 = Filled in Email Waited for Special Password (never Arrived)

3 = Checked junkmail and all other folders (Nothin, Zilch, Nada)

4  = Clicked Reset Password (never knew the password to begin wth)

5 = Filled in Email and as above nothing arrived..

6 = Called 0330 303 5063 (might aswell have spoke to myself no help at all)

7 =  GAVE UP.. went for a burger king..

I hope you enjoyed your burger king, I would’ve skipped straight to this step! 

Send us a message on Facebook, Twitter or webchat via the Help Centre so we can look into this, @wizwych.   In your message please confirm your name, DoB, account number and email address.

Hello. I have tried to reset my password gvien the new accounting system but no password reset email arrvies. It is not in my spam folder. I have done this several times but to no avail. 

I need to be able to login and submit meter readings, check my balance and more, 

Follow the advice in my last comment and we can get this sorted for you, @JulianE! :)

Bumping this topic, as I can see there’s been a few forum members reporting login issues over the weekend. Anyone here been effected at all?

I am having the same problem with no password reset email coming into my inbox.

I have checked junk/spam folders, checked email address is correct and tried yesterday and today. Still nothing

Hi @Spike_pkh ,

Sorry about that. I’ll ask @Tim_OVO to get someone to investigate further. From experience, I do know that some email providers are more reliable than others (and make fewer mistakes). Gmail tends to be better that Hotmail/Outlook with OVO.

If you’d like to change the email address on your account, the support team should be able to help with that in the morning. I think I have some ideas as to what’s happening as well. I’ll try testing something out later to see if I’m right.

Hi @Spike_pkh - did this ever come through in the end? Here’s the info we give (I’m just going to update our other log in topics with this now:

New to OVO, the registration process as it should be:

How do I sign into the online account?
 

It’s super easy – you just need your OVO ID or email address. If you have (or have had) multiple accounts with us, it’s best to always use your OVO ID rather than your email address.

You’ll find your OVO ID on your welcome letter or email, or at the top of any of your statements. If you’ve logged in before and already know your password, you’ll only need to do ‘step 1’.

Step 1: Get to your My OVO energy online account

To log in directly, visit https://my.ovoenergy.com/

You can also log in from the OVO homepage – take a look in the top right corner for the button that says ‘My OVO’.

Step 2: Set up a password

Look underneath the big 'Log in' button. Find the link that says ‘First time logging in?’, and click it.

Step 3: Give your email address

Type in your email address and click ‘Submit’. If you’ve got more than one OVO account, we might ask for your OVO ID too.

Step 4: Check your email

We’ll send you an email with a link to set your password – open it, create your password, and you’re in. The email is from 'no-reply@ovoenergy.com' – and the subject line will be 'My OVO password change request'.

It’s important that you set your password within 30 minutes, as the link will expire. If you don’t get an email straight away, it’s worth checking your ‘spam’ folder. If you’re a Gmail user, it may also be filtered into your ‘promotions’ folder.

Step 5: Sign in whenever you like

That’s it. You’ve got access to your online account. It’s easy to use wherever you are, on your computer, laptop, tablet or smartphone.

We’re constantly updating our online portal and app to ensure it’s the best version it can be for you! This, along with your device updates can cause login issues from time to time. 

When something’s gone wrong

If you’re having issues logging via our app, try deleting and reinstalling - ensuring it’s the latest version. Sometimes this is all it needs to iron out any issues.

If you’re on a computer, try and use Google Chrome (or at least, avoid using Internet Explorer) as your account is optimised for this browser. Clear your cookies and cache and try login again, here’s how to do that:

1. On your computer, open Chrome.
2. At the top right, click More .
3. Click More tools  Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
6. Click Clear data.

If you’re logging in with your email address, you may wish to try your customer ID. Reset your password as part of this process, as after you reset it, your account will automatically try to login.

If it’s still not letting you in, we’ll need a few details so that we can work out the issue:

1. Are you logging in using your email address or account number?
2. Are you using the app or the browser version of the site?
3. Can you send us a screenshot of the issue/error? If not please describe it in as much detail.
4. How long has this been ongoing for?
5. What device are you using? I.e iPhone 7, Dell laptop etc.
6. What software does your device use? This can usually be found in the settings section of your device.

Forward as much of the above info as you can onto the team and they’ll get on it! 

You can reach out to the team on Facebook, Twitter and our Help centre has online chat!

You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.

Nope, never came 

still cant log in to my account done as you advised when I click on first time logging in I get nothing had this problem for months I am getting a bit fed up with this .

Hi @Spike_pkh and @clatch ,

Just a quick thought. What email provider do you use? Please don’t reveal your email address, but I was just wondering whether you’re using Hotmail/Outlook.com by any chance?

I’ve known Hotmail to be very unreliable with handling emails from a bunch of online services over the years and Microsoft has a nasty habit of completely blocking legitimate emails (while completely failing to catch tons of blatantly obvious spam). Having checked things over using Hotmail, Gmail and my own personal domain that runs on my own server, Hotmail was the only one that messed up.

Still having the issue after posting here, emailing OVO and trying numerous times.

I use Hotmail however all the other OVO emails come through just fine, so blaming them doesnt seem like its the right thing.

After emailing OVO with a list of issues I have and receiving a response in which it was obvious they didn't even read my email and just sent a generic complaint reply, I have basically given up with this company

Thanks for letting me know @Spike_pkh .

I’m sorry to hear about the email reply you had. If there’s any issues on that list you think I might be able to help with, please do feel free to fire up a new thread and I’ll be happy to go through them.

As for the email password reset issue, I think I know exactly what the problem is. This is definitely related to something I’ve seen before. I’ll do some more checks on my theories just to be safe and then ask for that to be looked into. I was planning on changing my password anyway. Please leave that one with me.

Hi all,

No matter how many times I login or request a new password I never received the mail.  Junk, spam and all folders checked. App downloaded. No luck

Most grateful for any ideas?

Hey there @CinderKona !

Sorry about that. I just wanted to ask if you’ve ever managed to login to MyOVO by any chance? If you’ve not done so before, you’ll want to use the First-Time Logging In option to get your account set up.

The other trick to try would be using the OVO Energy app for Android and iOS. The apps use the same account as MyOVO, so if it works there, you should be able to get in. I’m a really good puzzle solver, so I might be able to help you get this figured out.

Let us know how you get on. We’ll be here if you need a hand.

Hello,

Thanks for replying - no i could never login. I was told as a new customer that it would take2 days - that was a week ago.

I have downloaded the app. I work in IT so i know the issue is not on my side.

Thanks for confirming. I work in cybersecurity myself, so figuring this stuff out is something I specialise in. My next guess would be whether you’ve tried using it via the website at all? If you’ve only recently switched, you can’t always login until two weeks after you signed up, as it takes this long to come on-supply.

It’s most likely that your account hasn’t been fully set up yet, but you may want to check with the Support Team to make sure the correct email address is on record. I also know that Gmail tends to be more reliable than Hotmail/Outlook and Yahoo Mail when it comes to email deliverability - the spam filters deployed by Microsoft block far too many legitimate emails while failing to block most of the actual spam that it’s meant to zap.

But yeah, my guess would be that the account isn’t set up correctly or there’s the wrong email address. Should be an easy fix. But please try on the website first - the app won’t work unless you’ve gone through the first-time setup flow.

If needed, you can also raise this as a bug report here and @Tim_OVO will be able to forward it in the morning directly to the right team.

HI,

yes thanks - it will take 6 weeks to set up and that is the issue.

Seems excessivelylong - oh well.

I’m trying to set up an online account but can’t do so because the link to create an account password doesn’t work. any advice?.