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Why can't I login into my online account, app or send reset password email?

  • 21 October 2018
  • 98 replies
  • 4505 views

Having major issues: I registered on the forums fine yet when I enter my customer ID and click on First Time Logging In or Reset Password, nothing is being sent to the email address I registered with..... I know that the Email is correct because OVO send me account updates to it...

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Best answer by Mw2870 22 October 2018, 21:42

Updated on 12/02/21: The info in this update box is taken from this tutorial on how to fix login issues with your new online account. 

Don’t forget to download the OVO app for Android or iOS.
 

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.

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98 replies

Userlevel 7
Badge +2

Hi Lewis,

It is normally instant for the password reset link to appear in your inbox. Please do check your junk folder. If the email still hasn't appeared I would advise to try and reset your password with your ID (This ID should be linked to your email address). Give that a go and if doesn't work, we can try other methods.

Thanks
Matt

Hi Matt,

How do you reset your password using your Ovo ID? Both ways (clicking reset password/first time logging in) takes you to a page that only lets you enter a valid email address?

Thanks,
Lewis
Userlevel 7
Badge +2
Hey Lewis,

My bad sorry. My brain went a bit mushy and I thought it said "reset password with ID"

Ok, I would say check your junk/spam folder to see if the email has filtered into that.

Thanks
Matt
Hi Matt,

It's definitely not in my junk folder nor have I accidentally deleted the email so not really sure where it's gone

Thanks,

Lewis
Userlevel 6
Hi @LewisT5151 - just checking in too see if you managed to get this resolved? Did you give the team a ring?
Hi Nancy,

I did not, I will give the team a ring today

Many thanks,

Lewis
It is quite difficult to say that why you never get password reset mail for your My OVO account. You should check your email ID which you enter to get the password reset mail is correct or not.
Userlevel 5

Updated on 12/02/21: The info in this update box is taken from this tutorial on how to fix login issues with your new online account. 

Don’t forget to download the OVO app for Android or iOS.
 

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.

I’m trying to login for the first time but when I hit the button to log in for the first time, it just takes me to a password reset page. I’ve tried filling it out with my e-mail but I don’t get sent a link.

This is pretty poor from a company that have now asked me twice for meter readings!

Any advice?
I have to sign up to ovo energy as I received a letter however when I try and sign up and put my email address I don’t get sent a password through email ? What am I supposed to do
I have tried to reset my password and I'm not receiving emails back. I have uses both my Ovo ID and the email address you send my emails to I haven't entered either incorrectly and need access to my online account what do I do? Thsnks
there is a hyperlink under the bit that asks for email and password, but at the moment it takes you to password reset page, so you cant register, this is the issue i am having too
Userlevel 7
Badge +2
Hi @Chuck1963

Have you checked your spam/junk folder in your emails. I believe the address used is slightly different so your mailbox may think it's spam. Please do check and let us know how you get on
Yes I've looked in spam and junk and not there I need to be able to get into my account any suggestions other than waiting on the phone for 40 to 50 minutes in a queue?

Thanks
Userlevel 7
Badge +2
Could be a problem with OVO emailing system. Might be best to call them
Userlevel 7
I’m trying to login for the first time but when I hit the button to log in for the first time, it just takes me to a password reset page. I’ve tried filling it out with my e-mail but I don’t get sent a link.


Sounds like a similar situation as the one described above @TheJillymeister - how did you get this sorted in the end @wizwych ?
I never got it fixed i phoned OVO up 5 times and they assured me that the situation was being dealt with and i still cant login cos i dont have a password to login with and nothing from OVO is being sent to my email other than bill reminders and forum posts
Hi,

I signed up with Ovo earlier today and was asked to set a password etc for my portal account, and after completing the sign-up and getting all of my introductory emails I accessed the portal as normal.

About an hour ago I tried to access it again but it has logged me out, and when I tried signing in it said wrong username or password. I tried entering my password I'm sure that I used a few times, and some other passwords for good measure and was getting the instant error message of wrong email or password still. I tried the reset my password option, yet I'm not getting any emails from this what-so-ever, as well as when I select the "first time logging in" option which just directs me to the exact same password reset page anyway. I have tried this ten times and still have nothing in my inbox.

YES - I have checked my spam folder. And I know that the email is correct because I was getting Ovo emails fine earlier, and have done when creating this account just now.

It looks like other users on here have reported this issue - some going back two years - and one in particular saying that months have passed by and Ovo support who they have called over five times, who are just saying it is "being looked in to" yet they still cannot log-in, but if this cannot be resolved for me promptly and if I'm getting the same experience as this other customer I'll be going elsewhere.
Userlevel 6
Hi @wizwych - just to be on the safe side, have you checked any spam or junk mailboxes for the password reset email?
Hi @wizwych - just to be on the safe side, have you checked any spam or junk mailboxes for the password reset email?

I have tried 3 more times since my last post, this is absolute stupidity now no mail sent to spam or even inbox.. ONLY from the forum OR when ovo demand money from me.



As you can see from the images the first shows That i am getting emails from the forum and i am also getting emails for when my bills are due BUT i cant login to my account cos it wont let me create a password which i have tried to do on images 2 and 3 NO email is being sent to my email addy even as spam..
Back in December I received an email saying I've been moved to a new ovo online account - but until now I had mostly ignored it. However I've just tried to log in to the my ovo portal and it won't let me on.

The email says I need to reset my password before I can use the new online account, but I've now tried to do that half a dozen times or so and I never get an email (I'm sure I typed my address correctly and have looked through my spam folder several times).

I've been an Ovo customer for a few years and, for some reason, have never been able to log in with my email address, but my ovoid used to work fine (this is despite being fairly sure they have the correct details - I get regular update emails and have previously requested password resets to that address which have worked fine.)

Does anyone have any suggestions how I can log in to my ovo?

Thanks.
Never mind - it seems I was just being impatient. The password reset emails all came through a few hours after I had requested them. All good now
Userlevel 6

Hi @ryan6292

Have you tried using your OVO account ID rather than your email address to log in? You can find this on any communications from us.

Also, when you say you signed up with us a few days ago, do you mean you moved into a property that OVO supplies and set up an account, or you started a switch from another supplier to OVO?

More info about login issues here.


Cheers

Userlevel 6
Hey @wizwych - I'm sorry to hear that. If this is the case there may be a technical issue at the root of this. I'd advise calling the team on 0330 303 5063 to investigate further.

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