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Why can't I login to My OVO online or on the app?

  • 20 October 2019
  • 15 replies
  • 1392 views

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

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Best answer by Eva_OVO 23 October 2019, 15:49

Updated on 20/10/20: The info in this update box is taken from this tutorial on how to fix login issues with your online account:

 

Please try this:

If you’re having issues with our app, try deleting and reinstalling - ensuring it’s the latest version. Sometimes this is all it needs to iron out any issues.

And this: 

If you’re on a computer, ensure you’re using Google Chrome 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.

 

Still not working? 

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!

 

Hey @smithclarkson001 & @Ralph_Porter,

 

You’ll need to login using your OVO ID as your username, you can find this on the right-hand side of your statements.

 

Let us know how you get on! :)

View original

15 replies

Almost every time I try to submit a meter reading I have to re-register. Today even this isn’t working and both the app and website say my account is nearly ready. I have been with you for nearly a year and it does this most months. I am so sick of it and thinking of going back to EDF as it was much easier to submit readings with them.

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

I’m facing the same problem still... I don’t know what is wrong…!!! :(

Is it working now???

Not for me no....

Not for me no....

I wonder what’s wrong with it..!

Userlevel 6

Updated on 20/10/20: The info in this update box is taken from this tutorial on how to fix login issues with your online account:

 

Please try this:

If you’re having issues with our app, try deleting and reinstalling - ensuring it’s the latest version. Sometimes this is all it needs to iron out any issues.

And this: 

If you’re on a computer, ensure you’re using Google Chrome 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.

 

Still not working? 

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!

 

Hey @smithclarkson001 & @Ralph_Porter,

 

You’ll need to login using your OVO ID as your username, you can find this on the right-hand side of your statements.

 

Let us know how you get on! :)

Thanks Eva, that works now but why does my email address no longer work do you know?

 

Many Thanks

Userlevel 7

Good question that, @Ralph_Porter - you’ve always been able to use either, so anytime the email address login is an issue, try out that OVO ID instead. We’ll work on the cause of this behind the scenes!

thanks for the help , done !!

I don't seem to be able to log in to my account today. Never had any problems before. Is there an issue? 

Userlevel 6

There’s no known issues, @Christopher! It could be that you just need to use your OVO ID as your username, not your email address - there’s more info above! :)

 

If the username isn’t the problem, we’ll need some more information on what’s stopping you logging in -  are you seeing an error message?  Send us a screenshot of what you can see, maybe another forum user will be able to step in and help. 

 

Having been an OVO customer for over five years, with no problems, I have been unable to access my account for the last week.  Following OVO’s advice I have tried using ID instead of email address and changed passwords, but to no avail.  I’m can’t manage without access to my records. The problem has arisen through OVO’s website update sometime in November.  It seems my Windows 7 and Internet Explorer 11 platform has not been catered for in the new programming.  Has anyone else encountered this difficulty I wonder.

 

Userlevel 6

Have you tried to login through Google Chrome, @anonimouse? If that doesn’t work, send us a message on Facebook or Twitter with your name, DoB and account number so we can look into this. If you don’t use social media, we have our Help centre  which offers an online chat!

 

 

Userlevel 6

Have you tried to login through Google Chrome, @anonimouse? If that doesn’t work, send us a message on Facebook or Twitter with your name, DoB and account number so we can look into this. If you don’t use social media, we have our Help centre  which offers an online chat!

 

 

thank you

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