Power Move

Can you open the PM itself in the app, and if so then does it still show your latest progress as of today?

Something like this:

If so then that would indicate that the opt-out hasn’t taken effect yet - maybe it will take effect  on the 31st Jan?

Of course if instead of being like that it is blank, or not available at all, then that would show that you are already opted out.

I’m not sure how the opting out works, but I think that may be what CS were trying to tell you.

In other words:
If the opt-out hasn’t taken effect yet then trying to opt-in again won’t work yet - because you can’t opf-in twice at the same time.

Opting out of PM took effect immediately on 1st so I no longer have the option to see graph as I am no longer signed up to PM. When I select to opt back in to PM I just get the unhelpful message I set out above. My issue is that I have the app, I am in Beyond the option comes up for me to select to opt in to PM but then the app doesn't let me despite terms & conditions saying I should be able to. I posted on forum as I wanted to see if any other customers had experience of opting out of Power Move and then rejoining as CS can offer no solution.

​@Norman thanks for your post, and a warm welcome to the community. I hope you’re well.

Please could you try deleting the OVO app from your device, and then re-installing it. When you do this, and log back in, you’ll be on the latest app version. Hopefully this should then allow you to sign up to Power Move again.

Let me know how this goes - we can always refer this to our good friends in the Power Move team if necessary.

Ben, please see my initial posting ... "have also reinstalled the app in case that was causing a problem with cache/settings but no change."

Update 1/2/26: still can't rejoin PM and still getting same message, HOWEVER on further investigation I find several forum postings from people with exact same issue as me FROM OVER ELEVEN MONTHS AGO! where Emmanuel_OVO Community Manager responded:

"I’ve asked the team for an update on the above issues and this is the current advice we have: 

We’re aware of a small group of customers that are currently blocked from joining Power Move. We’ve been working hard with the team at Kaluza to resolve this but it’s taking longer than we expected. We’re still working hard on a fix and as soon as we have one available we’ll update this thread with more information. We’re sorry for the inconvenience this has caused!"

This was over 11 months ago and no further update was given so I assume the problem was never fixed. Is it a case due to OVO s financial issues and staff redundancies announced at end of 2025 no one is able or bothered to sort the problem out hence its still happening? If OVO app has bugs and doesn't work properly why should we trust their monitoring/billing system? I have sent update through to Customer Services and await reply, which once received I will update this thread.

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Morning ​@Norman,

Sorry for what’s happening here. Hopefully we can get this fixed for you soon. I’ve sent you a private message - get back to me when you can.

Why would you want to opt out of Power Move? It doesn’t cost you any extra money.
Or am I missing something here?

Hangnail99! Yes you are missing something. My initial thought was what's the point of having PM if it doesn't benefit me given my circumstances so unable to earn entries so after 3 months I opted out. Then decided to give second chance as terms and conditions state clearly customers can leave and rejoin at any time BUT in reality I found this not to be the case and that issue has been known by OVO for over 11 months and no one knows what to do to fix. (PM option might be free at the moment but OVO must be getting something from somewhere otherwise why don't they just add to eligible qualifying accounts automatically and save hassle and confusion?)

Hey ​@Norman,

I hope you're doing well. I wanted to check in and see if you were able to get this sorted out with our Support Team. Let me know if you need any more help!

Hi Chris, no I was unable to get the matter resolved. While I still can't rejoin PM I have done further research and all points to OVO financial difficulties worsening so I have told customer support to close my issue as I'm sure they have more pressing matters to deal with.

Currently my supply is fine and I'm keeping a daily watch on my account and that's all I'm really bothered with until my current fixed plan ends. I've been with OVO since the beginning (2009/2010) but can't see myself staying with them as it seems the bigger they have become the more convoluted their systems & processes have become and in consequence the more issues have arisen and unfortunately customer service has suffered.

Hey ​@Norman, 

It sounds like you might be facing a technical issue that’s stopping you from rejoining since you previously chose to remove your account from Power Move. If you’d like, I’d be happy to send you a private message like Ben has offered before. You can share some account information with me, and I can reach out to our contact in the Power Move team to find out what’s going on. We really want to help you sort this out!

You bring up a great point about how larger businesses can struggle to maintain a good customer experience. I often wonder if I’m being too tough on customer service interactions myself, and I think a lot of us can relate to that feeling.

This year, our main goal is to simplify some of the more confusing parts of our business and to improve our customer service to a whole new level. I really hope you’ll stick with us on this journey. But if you decide to go in a different direction, we wish you all the best in your future adventures!