Updated on 15/07/25 by Ben_OVO
Welcome to OVO and your new home!
Great that you’ve already found how to set-up an account with us, but sorry to hear you’re having trouble accessing your online account / app. Once you complete our move-in form, you should receive a welcome email from us within five working days. If you try to login before receiving this your account won’t yet be accessible which is why you might be seeing an error message. If you’re still waiting for the email, reach out to our Support Team to double check there’s no technical issues going on.
Once you’ve received the welcome email, the easiest way to enter your opening meter readings and check your suggested Direct Debit amount is by logging in to your online account or downloading our app (available for iOS and Android). The suggested Direct Debit amount for your new account is based on average energy usage we’ve seen in your home previously. This gives us a good starting point to work out what you’re likely to use - but obviously if you are using less, you’ll only pay for what you use. We’ll monitor your usage and carry out a ‘Direct Debit Check-In’ every 3 months, after we’ve got an idea of your actual usage. If you’re really not sure about the suggested amount - reach out to our Support Team who can discuss a more suitable monthly payment amount.
There’s more tips on how to manage your energy account when you move home on this great guide, and other moving house advice on this handy checklist.
You can find out how to fix login issues and navigate your online account / app in these great guides:
Good luck with the unpacking. 
