Why can't I login to my online account?

It seems to be working now. Phew!

Morning ​@costeek,

I just wanted to let you know that the issue was marked as resolved at 6pm last night, so it was only an outage for a few hours. I'm really happy to hear that everything is working well for you now!

I’ll go ahead and merge this thread with our existing app issues thread so we can keep everything in one place. Thanks for your patience!

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It could be a little confusing, as I’m not a PAYG customer. I understand that it is the same app. But not all is aware of that. If I were someone who is for the first time on this forum, I would probably ignore this thread’s title, as I would assume that it’s about a different app. Would it be better to keep “the new OVO app” without the PAYG part?

Hey ​@costeek,

I'm sorry for the troubles  as we’ve been having with the PAYG app this week! I thought you were having some similar issues, but I corrected it to keep your thread separate to help avoid any confusion.

If there's anything else you need or if you have any questions, feel free to reach out!

I think with all merging – un-merging it becomes even more confusing. I pointed out the PAYG part, thinking that it would be better to keep the title without the PAYG part. As the app is for all customers, it was relevant to keep all in one place. Just non-PAYG customers wouldn’t read the topic about PAYG, thinking it wasn’t relevant to them. My bad, I wasn’t clear enough! Now we have some replies to me here and in another thread to comments that are not present any more. Also, here I was speaking specifically about the app, not the online account in general. But, it would probably be better to keep it as it is, preventing more confusion that might happen. Maybe, in the future, not all similar topics should be merged? 

Sorry for criticising. You and your colleagues are doing a great job, I must admit. And I completely appreciate your efforts – how quickly and always polite you respond. Hats off!

Hey ​@costeek,

I really appreciate your feedback! Normally, we try not to be too strict with merging discussions. We like to give articles a bit of space to breathe for a few weeks before reviewing them. One of these days, we might even give you a peek into a "day in the life of a moderator" so you can see the different things we consider when managing the platform. We know it can sometimes look a bit confusing.

Lately, we've been getting a lot of questions about our new PAYG app replacement, which led to nearly 20-30 separate threads. To keep things organised and make it easier for everyone to find answers, we decided to combine those conversations into one larger thread. We know we might not always get it right, and we truly appreciate when members like you reach out to share your thoughts. We're always happy to chat because we’re a community, and we want to make sure everyone feels heard!

We do have some house rules to keep things respectful, but I take your message as constructive feedback, not criticism. Thank you for sharing! 

Honest discussions like this are how we can improve together.

If there is a chance for the “day in the life of a moderator” – I would be extremely interested! :)

​@costeek I agree that would be a nice topic for us to write up. Watch this space!