Best answer by Eva_OVO
Our Customer Care team usually respond to emails within 48 hours, so it's strange you haven't had a reply yet. It may be worth checking your junk folder, sometimes the emails could be filtered into here.
The email address you need is firstname.lastname@example.org, you'll also need to email from the address registered to your OVO account.
I'd recommend checking out our forum though, there's plenty of information on loads of topics. You might find the answer to your question here.