Skip to main content
C
Rank 1
CC89
Rank 1
September 30, 2024
Solved

I'm new to OVO and need help creating an account

  • September 30, 2024
  • 13 replies
  • 1062 views

I have moved to a home which was supplied by OVO. I received a letter with my account number but when I try to set up My OVO, I get an error that my information is incorrect (I think I know what my birthdate is so not sure what OVO’s problem is).

  • I have tried calling you - 45+ mins waiting time with no luck of speaking to one of your reps; 
  • I tried chat - number 160 in the queue so maybe I’ll be able to speak to someone by 10pm this evening?; 

I would love to get back to my previous supplier once I sort this nonsense out, their customer service was brilliant. 

So please someone let me know how I can set up an account, I pay you for my first month and I leave you ASAP and go back to Octopus. 

Best answer by Ben_OVO

Updated on 22/07/25 by Emmanuelle_OVO:

If you’re a pay monthly customer whose just moved into a home OVO supplies, this topic will help you with next steps:
 

 

Morning ​@Lilzmanuel 

 

A warm welcome to OVO, and to the OVO Forum! 😁

 

You will need to contact customer support ​@Lilzmanuel . No one here can access your account. 

 

If you’ve moved into a property supplied by OVO then you’ll need to contact our Pay As You Go Support Team  who’ll take your details and get your account set up. It’s important that you do this so that you’ll have a unique account number, and our Support Team will ensure that the meters are configured properly. They’ll also ensure you have the correct cards for your meters and, if the meters are smart meters, they’ll let you know how to top up online and on the app. Please contact Support to get your account set up before trying to log in, as the online/App top up portals will only work if you’ve got an account set up.

 

You can find out more here, and in these previous Forum topics:

 

 

 

 

 

I hope this helps.

13 replies

Blastoise186
Super User
Blastoise186Super User
Super User
September 30, 2024

Hi @CC89 ,

Try https://switch.ovoenergy.com instead - you need to create a new account, not re-use the existing one. You can’t leave OVO until you do so.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Shads_OVO
    Retired Moderator
    Shads_OVO
    Retired Moderator
    October 1, 2024

    Hi @CC89,

     

    I’m sorry to hear this.

     

    Have you tried contacting the team via social media? They’d be able to double check the details we have on our system for you.


    https://www.facebook.com/ovoenergy/
    https://x.com/ovoenergy?lang=en
    https://www.instagram.com/ovoenergy/?hl=en

     

    Please let me know if you’ve managed to get this sorted.

     

     

    C
    Rank 1
    CC89Author
    Rank 1
    October 1, 2024

    I’ve created a new account as suggested. That was done yesterday but I’m yet to receive any communication from OVO that the new account has been set up. 

    Shads_OVO
    Retired Moderator
    Shads_OVO
    Retired Moderator
    October 2, 2024

    Hi @CC89,

     

    Were you given an account number? Have you checked your spam/junk email folder to see if you’ve received an email confirming this?

    C
    Rank 1
    CC89Author
    Rank 1
    October 2, 2024

    No - I don’t have anything in my SPAM folder and I still cannot get through to anyone from customer care 

    Shads_OVO
    Retired Moderator
    Shads_OVO
    Retired Moderator
    October 3, 2024

    Hi @CC89,

     

    I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.

     

    I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview

    L
    Newcomer
    Lilzmanuel
    Newcomer
    February 9, 2025

    Hi Ovo,

    My card is always failing when I top up.

    The card I’m using now is from the old tenant.

    please send me a new card and account numbers.

    thank ,

    Lily

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    February 9, 2025

    You will need to contact customer support ​@Lilzmanuel . No one here can access your account. 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      February 9, 2025

      Hi Ovo,

      My card is always failing when I top up.

      The card I’m using now is from the old tenant.

      please send me a new card and account numbers.

      thank ,

      Lily

      Additionally, you should not be using the card from the previous tenant. You need to tell OVO you’ve moved in and set up your own account before you can get a new card.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        Ben_OVO
        Community Manager
        Ben_OVOSolved
        Community Manager
        February 10, 2025

        Updated on 22/07/25 by Emmanuelle_OVO:

        If you’re a pay monthly customer whose just moved into a home OVO supplies, this topic will help you with next steps:
         

         

        Morning ​@Lilzmanuel 

         

        A warm welcome to OVO, and to the OVO Forum! 😁

         

        You will need to contact customer support ​@Lilzmanuel . No one here can access your account. 

         

        If you’ve moved into a property supplied by OVO then you’ll need to contact our Pay As You Go Support Team  who’ll take your details and get your account set up. It’s important that you do this so that you’ll have a unique account number, and our Support Team will ensure that the meters are configured properly. They’ll also ensure you have the correct cards for your meters and, if the meters are smart meters, they’ll let you know how to top up online and on the app. Please contact Support to get your account set up before trying to log in, as the online/App top up portals will only work if you’ve got an account set up.

         

        You can find out more here, and in these previous Forum topics:

         

         

         

         

         

        I hope this helps.

        Powered by the Sun
        Show more replies
        Terms & ConditionsAccessibility statement

        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