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New customer unable to login to my online account - why has my password reset email not been received?

  • 27 September 2017
  • 5 replies
  • 1099 views

I am a new customer over from British Gas, I am unable to login to my new account as it wont accept my password, I have tried the reset link approx 10 times but have not yet received the new link, I am trying to give my opening meter readings so this quite urgent.
Thanks
Martin
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Best answer by Emma_G 28 September 2017, 12:48

Updated on 11/01/21: The info in this update box is taken from this tutorial on how to fix login issues with your new online account:
 

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.

 

Forward as much of the above info as you can onto the team and they’ll get on it! 

You can reach out to the team on FacebookTwitter and our Help centre has online chat!

You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.


I am sure you have already checked, but have you had a look in your e-mails spam box? Could the reset email have been sent there?
 

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5 replies

Userlevel 5

Updated on 11/01/21: The info in this update box is taken from this tutorial on how to fix login issues with your new online account:
 

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.

 

Forward as much of the above info as you can onto the team and they’ll get on it! 

You can reach out to the team on FacebookTwitter and our Help centre has online chat!

You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.


I am sure you have already checked, but have you had a look in your e-mails spam box? Could the reset email have been sent there?
 

Userlevel 3
You should also make sure OVO have your correct email address... might not match the one you're entering... have you received any email from OVO at all..?
Yes, checked junk and yes I have had email reference change with account number etc

I am new to Ovo and Uk. when i am trying to login to Ovo, it prompts for username and password. i don’t know who registered me and with what email Id so can’t login. Nobody is replying on Ovo customercare,  not sure how to proceed. kind of really stuck.

Is there a way i can know with which email id i ma registered?

When i tried to send an email from my id , it says this is not registered so will not reply.

I don’t know where to go.

Userlevel 7

Hi @Jemcy12 - Can you have a look at the ‘best answer’ (at the top of this topic), and use those suggested Support channels, if you don’t get a password reset email sent to you?

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