Tutorial

How to fix login issues or error messages with your online account

  • 12 May 2020
  • 4 replies
  • 1160 views
How to fix login issues or error messages with your online account
Userlevel 6

Updated on 11/01/21:

 

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 More.
  3. Click More tools and then 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.

 

Leave a comment below to answer these questions (so we can get an idea of trends and volumes, and to allow members to offer advice here) and copy and paste the URL into a web chat via the Help centre.

 


4 replies

Hi everyone,

 

Looking for some help. Ever since i have changed ovo i have been unable to access my account. When i log in from my phone or laptop i just get an oops there is an issue we are working on message? Anyone able to have a look at this for me?

Userlevel 7
Badge +3

Howdy @rikaka85 ! Welcome to the forums! :smile:

I think I know what the issue is, but I just wanted to ask something really quick. How long has it been since you switched to OVO?

If you’ve not yet come on-supply, your new account won’t yet be fully active in MyOVO or the OVO Energy app, but it will calm down once you’re on-supply.

I think maybe two months now, but I think your right I think something isn't right with my switch.

Userlevel 7
Badge +3

Gotcha.

In that case, I’d recommend letting the support team know about this and asking them to see if they can fix your account. You can do that right over here.

If you let them know you’ve spoken to Blastoise186 on the forums and provide a link to this thread, they’ll know that you’ve had a chat with me first.

Let me how how you get on!

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