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

On your screenshot - there’s a section about passwords. Best not to post here as its a public forum.

​@juliamc  thanks I see what you mean.

I don't seem to be able to delete the screenshot 🤦‍♀️

I’ve sent a message to the mods so they’ll get to it. 👀

Sure, I’m here - thanks for the ping. But … sorry, I’m a computer man, not good with phones. I’d suspect some sort of security setting that’s interfering, but I’ve no idea how to detect or remedy that on a phone. 

Did someone light up a Bat Signal? XD

This… Doesn’t seem to be a client side issue - it looks like it’s server side to me. I don’t think there’s much you can do to fix this yourself other than pinging OVO Support.

My own phone Dewott runs on a pretty locked down security setup with both Bitdefender Mobile Security cranked up to max and Samsung’s own Auto Blocker enabled with “Maximum Restrictions” activated and it never seems to choke on any website I’ve been to yet. IIRC I don’t recall hearing of any macOS/iOS/iPadOS devices having problems with OVO’s online services either, even with Lockdown Mode enabled. And having that on really does put those fruit flavoured devices into some seriously strict limits...

​@Firedog 

​@Blastoise186 

hi thanks for your replies.

I get the same messages when trying to log into my account on my mobile and on my iPad.

I can’t understand how I’ve had no problems getting into my account since joining in October and now this happening.

Will be interesting to see what OVO say when (if) they call this afternoon 🤞

​@Twinnies Hey - I’ve deleted the 2nd image showing your email address as reported by so many of our amazing forum helpers - thanks to all for making sure peoples personal information is protected on our platform!

​@Bradley_OVO thank you so much for doing that, much appreciated.

Hi ​@Twinnies 

I have had a very similar ‘switching’ issue lock me out of my account last year, however I had been a SSE and then OVO customer for a number of years when it happened to me.
(I do know just why mine happened and it was a different cause to yours, with very unusual circumstances, but with apparently the same result).

For some reason the computer has decided that you are switching to OVO even though you are already an OVO customer and have been since last October.
That message is the same that I was getting - apart from the date of course.

The date on yours, 13 October, would I be right in thinking that is the date that you did originally switch to OVO?

As far as I could make out when it happened to me - one part of the computer software needed someone to click a button to say it was all switched, but nobody could see that button to click it.
The button wasn’t being shown because another part of the computer software said that the switch had already all been done so the button wasn’t needed anymore.

It became obvious that the normal customer support could not fix it and so I raised a complaint using the complaints process, see here:

https://www.ovoenergy.com/feedback

My complaint eventually got escalated to a 'Digital Resolver' who was able to fix the issue buy 'rebuilding' the account from scratch so that it was showing and accessable again..

I suggest that you may need to use the same route of making a complaint to get your own 'switch' problem to the attention of someone who can fix it.

​@Nukecad thnks for your reply.

Yes 13th October was the switch over date and I've been able to access my account up until a week ago.

Thank you so much for the suggestion I will try the complaint process.