Why can't I login to my online account or on the OVO app?

I joined OVO yesterday.  Was told I would get a welcome email.  I didn’t.  Have tried to log on using the account number.  I can’t.  I really don’t want to spend another hour calling customer support to set up something I have already been told is set up.   Advice please

Hi guys. Is there a problem when logging into the online account at the moment please 

I try to log in And it says a problem we'll take a look at it shortly. In the meantime try refreshing your page 

It's the app and Google. I've called ovo customer service and they going to send me a new link. I thought it be a simple question of somebody trying to access their own account and giving me an answer 

Same issue. Says there a problem we'll look at this later. In the meantime try refreshing your page. Problem started as I had to call to take my mother's name off the account and change it to mine as she passed away on 2nd September m I was told my ovo account wouldn't change which It looks like it hasn't m if this isn't resolved soon I'll be looking to leave ovo as this is ridiculous 

I have been a customer with OVO for many years. Last week i noticed that i was unable to login to my account. It said the login details were wrong. I hadn’t changed them, so i emailed customer services. An automated response said that my email address wasn’t registered with them, despite me using it for over a year. By chance i noticed that there were a couple of emails from OVO that had recently been sent to the email address of my late husband. He used to manage the account before he died, and i altered the registered email address to mine last September. I sent another email to customer services this time from his email address, but as yet haven’t had a reply. Out of curiosity, i tried logging in to the online account using his email address and was taken to the old system, which i was transferred from in April 2021. It seems like there are some ‘crossed wires’ somewhere. Any thoughts on how to access my ‘normal’ account?

Hello @OllyWithHerBrolly,

I’m really sorry for the issues you’ve had.

I think our Support Team may be best placed to deal with this as they’ll be able to access your account. It does certainly sound like there must be some crossed wires somewhere.

As @juliamc kindly pointed out, web messenger is probably the quickest way to get in touch. You should be able to access this without being logged in through the ‘help center’. It appears as a small green messenger icon in the bottom right hand of your screen.

Hope this helps. 

Hello I can’t log in on my account?

Update on OVO app issues from this weekend: This has now been fixed and the OVO app is now available along with the web online account: https://my.ovoenergy.com/login

If you read the ‘best answer’ on this thread it explains what’s happening. It probably won’t take till the end of the year but there’ll be something about your account that needs manual intervention to move it to the system most people are on. 

That’s great, but I still don’t have access to my account right now, I can’t get a reply from support and the chatbot doesn’t recognise my account number.

Closing down one system before making the new one available to all customers is amateurish and just plain wrong

Hi!

Have you perhaps lost your password? If so, try https://my.ovoenergy.com/password/reset

Not used the online account before? Set it up first via https://account-activation.ovoenergy.com/confirm-email

Or was it something else?