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

Hi ​@TRUCKLE and ​@Liza Boland ,

Sounds like OVO needs to dig deeper into your accounts to look into this as it’s account-specific.

Please get in touch with Support and ask them to investigate.

Thanks

I wasn't, but had the option to create an account from there, thank you so much! 

​@TRUCKLE welcome to the OVO Forum!

Sorry to hear about what’s happening here. Please could you follow these steps:

• Clear your history, cache and cookies
• Visit https://my.ovoenergy.com/login
• If you’re automatically logged in please log out
• On the login screen select ‘set up account’
• Enter your email address when prompted
• You’ll be sent an email containing a link from which to set a new password
• Once you’ve set a new password you should have access to the online account

Please try these steps, and let me know if you’re able to log in.

Thanks,

Ben

Hi.

Can anyone tell me where to find my Gas Account details on the OVO website?

If there are no details, how can I check things?

Thanks for any advice.

Regards Chris

Hi ​@scorpio66 ,

Generally the easiest way is to pull up one of the bills via Billing History - you’ll find it all there.

OVO merges both Electric AND Gas into one shared account, so there is no separate Gas account, unlike with most other suppliers.

One account, one wallet, one bill. Makes life a little easier! :)

Thanks for that. I thought I was going mad...

Thanks for your post ​@scorpio66 and a warm welcome to the OVO Forum! I hope you’re well.

​@Blastoise186 thanks for your great help as always 😁. ​@scorpio66 Do you pay monthly for your energy, or do you top up your meter (Pay As You Go)? I only ask as you’d posted in the Pay As You Go section of the Forum. I’ve moved the post into the ‘My Account’ area for now, but can move it back if you’re Pay As You Go.

If you pay monthly for your energy then you’ll have access to an online account and app on which you can manage your account, and view your combined balance for gas and electricity. Here’s a collection of tutorial guides that tell you how to do everything on the online account and app:

If you’re a Pay As You Go customer, then you won’t have access to the online account and app. Instead, you’ll have access to the OVO Top Up app, on which you can view your meter balance and make top up payments. However, this is only available if you have smart meters installed. If they’re traditional key and card meters then you won’t have any online access at all, and will need to top the meters up manually.

I hope this helps, and please do let us know if you’ve got any further questions - we’ve got a really helpful community here who are always happy to lend a hand!

Cheers!

Long story short. Received the ‘Welcome to your new Home’ letter from OVO, set up new account using given Ac No. Wouldn't recognise Ac No, spoke to Helpline, that issue resolved and continued to set-up account. Then received a ‘Ready to finish setting up your online account?’ email to confirm email address. Done. Tried to log-on, but just get the ‘We're working on a new website for you’ page - I’m wondering if this is the OVO equivalent of the ‘blue screen of death’?  Any help appreciated as I’m reluctant to lose an hour+ waiting on the Helpline.

Hi ​@TheCol ,

I’d suggest trying Live Chat instead via https://ovoenergy.com/help - it’ll be MUCH faster and they can sort this out for you. Make sure you’re using https://my.ovoenergy.com to login as well. It could just be things are still setting up!

Alternatively, try OVO’s Social Media Team - they’re almost always around.

Roger that, many thanks...

I think we’ve seen this sort of hiccup before, perhaps caused by browser settings or cookie confusion. Try opening a private (e.g. ‘incognito’) browser window, then visiting my.ovoenergy.com. Any joy?

Welcome to the OVO Forum ​@TheCol, and happy new year!

I’m wondering whether the online account wasn’t quite set up properly when you were trying to log in. The setting up of everything may be taking longer as well due to the festive break. 

Please could you let us know whether you’ve been able to log in yet? This article may be helpful if not: