Is the web service currently down or experiencing problems, unable to access my account details / enter meter readings etc.

Updated on 04/07/23 by Tim_OVO:Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help:OVO customers should ideally complete these steps in theweb portal(online account)first. Once complete, these details will be copied over and available for use in the OVO App.Request a password reset from theonline account login page.Select the option at the bottom of the reset email"open this email in your browser"This should then allow you to follow the steps as prompted and login into your account.Please note: This has been extensively tested and in the vast majority of cases will resolve the issue. However, there are still some issues with users of any Microsoft email domains such as Hotmail, Live, Outlook, Microsoft. We are working on the resolution for these customers and will update once a fix is made available.There may still be issues for other customers with different email domains but these could be related to something else. See the advice below for some ideas to try, and let us know in the comments below if you still have an issue resetting your password.Alternativelyour Support teammay be able to advise with this.When something’s gone wrong with your online account or OVO app loginLogin BasicsOncewe’ve updated our online account, you’ll only be able to log in using youremail address,your Customer ID number will no longer be recognised.You’ll only be able to setone password per email address. This means that if you’ve got the same email address registered tomultiple accounts, all these accountswill use the samepassword. This also means that password resets will affect all accounts.If there's no email address registered to your OVO account, you won’t be ablelogin. You can register your email address when you first join us, or by reaching out to the Support Team if you’re already a member.First StepsIt’s always best to check we hold an accurate email address for you. A good way to confirm this is to see whether you’ve received any emails from us already, this could include your welcome email or monthly summaries.Our Support Team can help correct or register your email address if you haven’t yet received any emails from us.Error Message?If you’re having an issue resetting yourpassword and are using theOutlook Live appwe are aware this may cause an error message, if so,pleaseswitch to a browser version.This error messageusually meansthere’s atechnical issuewhich is linking a failed accountto your details, for example if you’ve recently moved in and your new account hasn’t been fully activated. In this case reach out to our Support Team, they’ll be able to get things corrected with the help of our Tech team.Duplicate EmailsIf your email is a used on more than one OVO account,there could be two ways to login:If you havemultiple accounts which have all been migrated to our new billing platform you’ll just need to login using your email address. You’ll be shown a landing page, from here you can select the relevant account number which will openthat online account. You can switch between the accounts by clicking ‘Account’ in the top right of the Homepage.Exact appearance may varyIf one of your accounts is yet to be migrated, you’ll need to use the Customer ID for the one of the accounts instead of youremail address. Both accounts will still use the same password. If you’re not sure whether your account is on the new or older platform, our Support Team will be able to check and advise on whether you’ll need to login using your email address or Customer ID number,Password ResetsYou can reset your password by clicking here.There's no difference between ‘First time logging in?’ and ‘Reset my password’Password reset emails expire after six hours or if a newer password reset is requested within that timeA reset email is only sent if the email address used matches a registered email addressIf multiple password reset emails are sent, only the most recent one is validThe criteria for setting a password is:At least 8 charactersAt least 1 upper case letterAt least 1lower case letterAt least 1 numberAt least 1special character (!?£@#$%)If you’re not able to access the password reset screen by clicking on the ‘Reset My Password’ button in the reset email, youcan copy and paste the long reset link from the bottom of the email into the URL to get to the same destination. An example is shown here:Haven’t received a password reset email?There are no known issues with the password reset platform and reset emails are typically delivered within seconds.If you haven’t received the email then it’s usually caused by the following:Your email inbox hasn’t refreshedThe email may have been delivered but hasn’t synced on the member's device/browser. This could be due to a network issue or because their email client is set to refresh on a schedule, e.g. every 15 minutes. Try refreshing this manually.The email has been filtered as junk/spamYou should also check that youhaven’t accidentally marked us as ‘Spam’ or blacklisted emails fromhello@ovoenergy.comornoreply@ovoenergy.com.Theemail address you’ve got registered has recently been changed on our systemsand hasn’t had time to update on your online accountIf you've changed your registeredemail address it can sometimes take up to 24 hours for this to update. In this case, try and request a password rest email the following day.If none of the above is successfulCheck you’re using the most recent version of the app (try deletingand re-downloading for Android and iOS) or Google Chrome browser if logging in to your online account.Try disablingany password managers that may be interfering with the login details you’re entering.You should also try:Logging in viathe app if you can’t login via a browser (or vice-versa).Using a different device or browser (Chrome is recommended).Clear cache/cookies on browser.Clear cache and app data then uninstall/reinstall the app.Waiting a day for any changes you've made to update across all systems.If you've followed all of these steps and you're confident there's still a login issue with your online account or the OVO App then contact the Support Team. If you can provide as much of thethe following information as possible we’ll then be able to forward this on to our Tech team if required:Mention all actions you have taken already.The correct email address that you’dwould like to use.Are you trying to login using the app or browser?What device, OS and browser are you using?Are there any specific error messages? This does not include 'Wrong Email or Password'.How long has this been occurring?Relevantscreenshots are always welcome and useful.Hope this helps get things sorted - There’s more great advice on our Online Account Tutorial Collection.

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 @Energy ,

It might take up to five days before you get the welcome pack and that initial email. If you still don’t get one after that, please let the Support Team know and they can check what’s happened to it.

Don’t forget to check your spam/junk folder too!

As for activating your online account, give this link a try - you can’t use your account number to login as the My OVO ID thing is for an old system that you won’t be using. https://account-activation.ovoenergy.com/confirm-email

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

Hi @Paul Bray ,

What kind of problem are you having? I’m afraid we can’t access your account from here, so if the issue is affecting just yourself, I may need to signpost you to the Support Team.

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

I see. What web browser are you using?

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

Hi @Paul Bray, thanks for flagging this. What’s the latest?

I was able to log in and use my online account without an issue over the weekend and today. What happens when you try now?

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

Hi @Paul Bray,

Sorry to hear you’re still having issues with your Online Account.

We have this helpful guide you might find useful:

Hope this helps!

Emmanuelle

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?

Hi @OllyWithHerBrolly I think your best bet is to phone the customer services number armed with the email addresses and account details. Sorry not to have any other suggestion. If you could get on a Chat link that would be better but I think you have to be logged in to see the Chat button (during business hours) but of course that’s the very thing you can’t do ‍♀️
Good luck !!

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.

Thank you very much for your replies @juliamc and @Emmanuelle_OVO

I managed to speak to someone via the online chat and she said she would reset the email back to mine. I have to wait 24 hrs and then she thinks i will need to change my password before i can get back in. Fingers crossed this will work...

Hello I can’t log in on my account?

Hi @KatieLahey1703 ,

I’m afraid we can’t get you back in from here. Have you maybe forgotten your password to MyOVO? Try a password reset in the first instance!

https://my.ovoenergy.com/password/reset

Or if you’ve never used MyOVO, use this tool:

https://account-activation.ovoenergy.com/confirm-email

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

So I’m told I don’t have access to the new website and app until the end of 2023.

Having been with OVO for 6 years, maybe it’s time for a change

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.

So I’m told I don’t have access to the new website and app until the end of 2023.

Having been with OVO for 6 years, maybe it’s time for a change

Octopus Energy get the far best reviews currently on Trust pilot and are the only supplier recommended by Which.

https://uk.trustpilot.com/review/octopus.energy

https://www.which.co.uk/reviews/energy-companies/article/energy-company-reviews/octopus-energy-aESDM2a8ISWP

So they are worth looking at depending on what you want from a supplier. Quite a few posters have mentioned switching to them for a variety of reasons.

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 there,

I can’t log in to my online account to view my bill

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?

Hey @parsonsl

Sorry to hear about the trouble you’re having logging in.

Have you tried both the app and online? If you’ve not got the app, you can download it here for Android or iOS. Find out below why you should be using the app:

Blastoise186 also left some really good advice here, so if you’ve not tried that, maybe give those suggestions a go too.

The following topic on login issues may also be helpful to you, check that out below:

Keep us updated with how you get on.

I can’t log in

saying require code but not received 1

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