Rank 1

Solved

I've moved into an OVO supplied property and signed up - Why can't I get access to my account?

Forum|Forum|6 years ago
July 7, 2020
92 replies
4036 views

I completed the moving in registration over a week ago and never received any confirmation emails from OVO. The property is already supplied by OVO so does not require a transfer period. I completed this form again today in the hope to get some light of account set up and meter readings put in.

I have also tried to login and it lets me set my password but once logged in, it says a problem has occured or they cannot find my details.

I need access to an account to put in meter readings and pay, however I do not understand why this is an impossible task and I have double checked my emails and junk folder and received no communication.

Best answer by Ed_OVO

Updated on 08/09/26 by Chris_OVO

Welcome to OVO and to your new home 🏡

We’re glad you’ve set-up an account with us! If you’re having trouble accessing it, remember that after you complete our move-in form, you should receive a welcome email within five working days. If you try to log in before then, you won't be able to access your account, which may cause the error message. If you’re still waiting for the email, please contact our Support Team for assistance.

Once you get the welcome email, you can enter your initial meter readings and check your suggested Direct Debit amount by logging into your online account or using our app for iOS and Android. The suggested amount is based on past energy usage in your home. You'll only pay for what you use. We review your Direct Debit every three months based on your actual usage. If you have questions, reach out to our Support Team.

For more tips on managing your energy account when you move, check out our guide and 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. :thumbsup:

OVO member but not got a smart meter yet? - Book today!

Interested but not yet an OVO member? - Check out our plans!

Show previous replies

B

Bridget Lawford

Newcomer

Hi,

Tried that the account I have unfortunately they do not recognise.

Blastoise186

Super User

Ok, you need to set up an account via https://switch.ovoenergy.com by the sounds of things.

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!

Tim_OVO

OVO Forum Legend

You might consider reaching out to OVO’s Support team, @Bridget Lawford: web chat is a good option that means you’re not hanging around on the phone. It would be good to make sure OVO know you’re in the address, trying to set up an account and ready to pay for the energy you’ve used since moving in. Our Collections team might also be worth a call so they can pause any collections activity and agree with you a payment plan for your energy: 0800 0699 831.

Hope this helps,

Tim

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6

T

Twinnies

Newcomer

Anyone struggled getting into their account recently?

Joined OVO last October, no problem accessing account.

Over a week now can’t log in or use my app.

Tried everything that’s been suggested, still won’t work.

Peter E

Super User

@Twinnies This isn't my area of expertise but I thought I would respond to you anyway. The app is very reliable and is currently working.

I'll call out to @Firedog who is good at this and see if he is around to help out.

Can you say exactly where you get stuck trying to get the app to work?

I'm presuming you have reloaded the App which is called OVO Energy and put your credentials back in. The App version should be (click on the ‘person’ top right and then scroll down to App Version Details) and it should say 19.5.0 on Android.

If you can provide some details we'll try and get you back in your account.

Peter

Reducing my yearly fossil fuel usage with an EV (-900 litres petrol saving about £950/year), A2AHP (-8,700 kWh gas, cost neutral) and Timed Immersion heater (-1,500 kWh gas, £20/year more expensive but reducing as the gas price goes up)

T

Twinnies

Newcomer

Hi Peter.

I've tried all the suggestions Ovo have recommended. Logging in and out. Deleting app and installing again. Deleting cookies etc. I've tried the app and going online on my phone ane ipad and also my sons phone and still unable to log in.

I've been with them since October and it's been ok.

When I try to log in this is what happens.

Peter E

Super User

Ok. That's way beyond what I can do. What happens if press the link for ‘more help and advice here’ because it seems like a credentials issue which only OVO can sort out. If you continue to have problems getting this resolved I'll summon the ‘ninja’ who is brilliant at these things and usually knows exactly how this can be fixed.

If you don't get anywhere with OVO through their help system (it happens) send me a direct message by clicking on my name and I will summon the nija from his sekret lair.

Peter

Reducing my yearly fossil fuel usage with an EV (-900 litres petrol saving about £950/year), A2AHP (-8,700 kWh gas, cost neutral) and Timed Immersion heater (-1,500 kWh gas, £20/year more expensive but reducing as the gas price goes up)

T

Twinnies

Newcomer

Hi Peter.

If I press the link for help it just mentions all the suggestions I've tried and not worked.

Ovo did say they would call me tomorrow afternoon to see if I had managed to get into my account. I spoke to someone there yesterday. She couldn't understand why it had happened, thought it might be a technical issue.

Thanks, very much appreciated. I will let you know how I get on.