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OVO app - I can't log in - can you help?


I was excited to hear about OVO Energy, and quickly migrated my supply across. Aside from the ethical angle, was excited to be able to manage account via web and app - especially after such a bad experience with other suppliers. However, having downloaded the app (iOS) and logged in - all i get is 'We're getting your onboarding status' and the wheel of doom. I'm now with Ovo, and still get this - so cant use it to enter my metre readings which I'm told they need. Have uninstalled, reinstalled - get the same thing. Help!!
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Best answer by Tim_OVO 27 March 2017, 15:36

Updated on 22/06/20: Please see this tutorial on how to fix login issues with your new online account!

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16 replies

Userlevel 7

Updated on 22/06/20: Please see this tutorial on how to fix login issues with your new online account!

I'm having the same problem. I have PAYG+ (so have a SMART meter) and I just get the spinney wheel of doom on the iphone app saying ''We're getting your onboarding status'. How do I fix this?
Userlevel 6
I'm having the same problem. I have PAYG+ (so have a SMART meter) and I just get the spinney wheel of doom on the iphone app saying ''We're getting your onboarding status'. How do I fix this?

Hi @discursively thanks for posting and welcome to the forum. Sorry to hear you're having issues using the app.

The first step is to check out this handy info and checklist to getting the app running: https://www.ovoenergy.com/ovo-answers/topics/payg/smart-payg/why-wont-the-ovo-energy-app-work-for-me.html

If you've gone through this and still aren't able to use the app please contact the OVO customer care team, if contacting them using an online platform please include your full name, address, OVO account number & details of the issues you're experiencing.

Hope the above helps and you're able to use the app soon, please let us know how you get on!
Userlevel 7
I'm having the same problem. I have PAYG+ (so have a SMART meter) and I just get the spinney wheel of doom on the iphone app saying ''We're getting your onboarding status'. How do I fix this?

This sounds like a delay in updating your account with your smart meter details. For the moment, please use those email notifications to know when to top up, and use that PAYG+ card at a PayPoint near you.

I'll PM you to get some details so this can be double checked.

Thanks,
Tim
Also a new customer and really unimpressed thus far. Have come from BG who had a fully functioning bonefide app. OVO most certainly do not. I open the app, it redirects me to the website where the first popup tells me to download the app and all the amazing functionality that untaps! If your app is broken and needs work, admit it and stop with the whole "we think the link operates better" smokescreen. It doesnt wash!! Despite having submitted my opening meter readings, and receiving an email telling me joyfully that "OVO are now supplying my energy", every single option is greyed out!!!
Userlevel 5
Sorry you’re having trouble with this @Mtowno. There are two different scenarios here.

If you’re a Pay as you go customer, I’m afraid this is an error that we’re aware of and that we’re working hard to fix. You’ll need to top up at your local Pay Point in the meantime and if you’d rather, you can switch to smart PAYG standard.

If you’re a Pay monthly customer, this won’t update until we’ve received your opening readings back. The timeframe for this is 4-6 weeks.

Hope this helps a bit!

Lucy
Can we record pays with https://mobile-phone-tracker.org/ mobile recorder on Android?

Not logged on for a while now the website is asking me to change my password. But the email address I used to set up the account is no longer available!

How do I change the email address on Mt account when I cannot log in? 

 

Cheers

Tony

I want to log in for the first time but there is no registration option. I click the first login and enter the e-mail address that I do not receive anything I do not know how to do it

Userlevel 6

Not logged on for a while now the website is asking me to change my password. But the email address I used to set up the account is no longer available!

How do I change the email address on Mt account when I cannot log in? 

We would need to do this for you, @Twilliams, send us a message on FacebookTwitter or webchat on the Help Centre with your name, DoB, account number, your old email and new email. 

 

 

I want to log in for the first time but there is no registration option. I click the first login and enter the e-mail address that I do not receive anything I do not know how to do it

 

You would need to click on “First time logging in”, @Tomasz, and then enter your email address. If the email to set a password doesn’t go to your main inbox, please check your junk folder.

 

If you can’t log in after doing this, get in touch using the methods above so this can be looked into.

 

I don't get a password to restore my account I don't have anything to create an account. Nothing helps

Userlevel 6

You need to create a  password, @Tomasz, we don’t issue passwords, please follow the steps above as mentioned by @Eva_OVO

Thanks! 

I know that I need to create a password but I don't get anything by e-mail I check spam and there is nothing anywhere

Userlevel 6

Please get in touch using these methods mentioned in my last message, @Tomasz, it sounds like we may not have the right email address linked to your account. 

 

 

still nothing helps OVO does not have my correct e-mail address so that I can log in so I can't pay bills Can you somehow help

Userlevel 6

Hi @Tomasz,

At this stage I think it might be best to call the team on 0330 303 05063 to get some help.

Thanks

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