unable to log in

Morning ​@ann6 and sorry to hear of the login issues you’re experiencing.

Please could you confirm whether you’re a Pay Monthly or a Pay As You Go customer?

Please could you also let us know whether you’re trying to log into the app on your phone, or the online account (web browser)? Many thanks.

I pay as I go , the app and online both wont let get online I have changed my password as instructed. I can get into my old account from my previous address. I dont understand why they cant sort this.

Please contact our Support Team and get them to look into this ​@ann6, and raise a complaint if necessary. You can find our complaints process here.

We don’t have access to customer accounts here on the Forum, so I can’t check what the issue is for you. I can say however, that some of these issues with logging into the new app have been caused by meters not being listed on accounts as they should be, eg a smart meter being labelled as a traditional meter etc. If you get in touch and raise a complaint, one of our advisors will be able to look properly into what’s causing the issue. If necessary, they’ll be able to raise a ticket to our IT team.

Keep us updated as to how you get on.

Morning again ​@ann6,

It could be that your accounts are split, eg a separate account for electricity, and a separate one for gas, and are not linked under the same ‘identity’. Please contact our Support Team to check this. If you have two separate account numbers, provide both and, if not, provide whichever one you can, and your email address and address / postcode. The advisor may need to search the national databases for electricity and gas to find your supplies, but they should eventually be able to locate both of your OVO accounts. 

Once they’ve located your accounts, they’ll need to link both under the same ‘identity’. This’ll mean that you’ll still have two separate accounts and account numbers, however they’ll both be shown together under your name and email address. Once this is done, you’ll be able to log into your online account and app, and select between the two accounts. This article gives more info, and shows how the account will look when you select between the two:

I can’t guarantee I’m right about this being the issue, but it’d make sense given what you’ve said. Please keep us updated as to how you get on.