I installed the new OVO Energy app yestersay after emails about the top up service moving to it. Having installed and registered I've found it to be a nightmare ever since. Both my smart top up electric and gas meters don't appear, the profile shows an incorrect old address I haven't lived in for over 5 years but if I select to update my personal details, the correct address shows. Luckily I didn't uninstall the previous top up app but currently there seems to be no sign of the new app updating with my correct details? It's showing bill dates and syates my property has no active connection if I click meter readings. Is this normal and should I wait longer for stuff to appear or is there a major issue?
Question
New App isn't displaying my details?
+4Hey
Sorry to hear about the trouble you’re having with the new app. I reached out to the team who’d like to try and get to the bottom of this. If you’d be able to reply to the private message I’ve sent to both of you, hopefully they’ll be able to get things sorted out.
I'm also having a nightmare with this new app. I don't see why I have to set up a new account even though I've already got an account with the Ovo Top Up app, but whatever. Followed the instructions - tried clicking 'get started' to register again. An email comes through with a link that's meant to enable you create a new account and password. When I input my details, an error appears stating that my details don't match Ovo's records (they do.) There isn't even an option to set a password. I've also tried clicking 'reset password' within the new app numerous times, but that doesn't generate an email. I went on Live Chat this afternoon and was on there for about an hour and a half; it was painful. The advisor didn't manage to resolve my issue even then, she just kept insisting that these emails need up to 24 hours to come through, and they would come. Nothing has come through since I started originally trying about 10 hours ago. I have anxiety and this is proving really stressful. I'm really worried that the old app is going to be decommissioned before this is sorted and I'll be stuck unable to top up. Ovo, you need to do better!!
+4Morning
Have you been able to log in yet, or are you still experiencing the same issue as of today? I’m going to send you a private message too, so keep your eyes on your inbox.
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OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.
OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.
OVO (S) Gas Limited is part of OVO Group Ltd