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

C
Carbon Cutter*
  • CC89
  • Carbon Cutter*
  • 2 replies

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 Shads_OVO

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.

 

 

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10 replies

Blastoise186
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7867 replies
  • 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
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  • Shads_OVO
    Shads_OVO
Shads_OVO
Retired Moderator
  • Shads_OVO
  • Retired Moderator
  • 465 replies
  • Answer
  • 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
Carbon Cutter*
  • CC89
  • Author
  • Carbon Cutter*
  • 2 replies
  • 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
  • 465 replies
  • 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
Carbon Cutter*
  • CC89
  • Author
  • Carbon Cutter*
  • 2 replies
  • 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
  • 465 replies
  • 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
New Member*
  • Lilzmanuel
  • New Member*
  • 1 reply
  • 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
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  • BPLightlogPlan Zero Hero
  • Plan Zero Hero
  • 2733 replies
  • February 9, 2025

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

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Ben_OVO
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  • Ben_OVO
    Ben_OVO
Blastoise186
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7867 replies
  • February 9, 2025
Lilzmanuel wrote:

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
1 person likes this
  • Ben_OVO
    Ben_OVO
Ben_OVO
Community Moderator
  • Ben_OVO
  • Community Moderator
  • 140 replies
  • February 10, 2025

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.

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