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

​@Ben_OVO

Hi thanks for the reply.

I did think that was strange her closing the complaint. She did say that they can't keep complaints open. 

I will definitely email them. 

​@Ben_OVO Thanks for those insights.

​@Twinnies When my similar problem last year got to the IT team it was only a few days before it was sorted out, and I know that it was complicated with mine, so hopefully yours could be that quick too.

Do let us know how it goes from here.

Hi Team,

Apologies to reopen what looks to be an old thread, but I’m getting the “A problem has occurred” message nearly a month and a half after I moved. I’ve been on live chat/phone calls to OVO and can’t seem to get anything sorted, they just blame it on an issue with the app.

I can’t currently monitor bills, enter meter readings or anything - so it’s getting a bit frustrating now!

TIA..

​@Nukecad yes fingers crossed it doesn’t take long.

will keep you updated, thanks.

​@harrywood1995 

As you have had no progress with the chat/phone then its time to raise your issue as a formal complaint so that it can be looked at by the relevant department/team.
(‘Twinnies’did that and is currently at the stage of it being refered to the IT team to sort things out).

For how to make a complaint see: https://www.ovoenergy.com/feedback
I suggest using email so that you have a record of what you ask and what the replies are.

​@Nukecad 

​@Ben_OVO 

Hi well the latest is I emailed back re keeping my complaint open.

Email from OVO was another link to set my password which doesn’t work.

I then rang to speak to my complaints handler to say I wanted the complaint keeping open till the issue was solved meaning I could log into my account.

She agreed to that.

She then said did the link to set the password not work🤦‍♀️.

Told her I’ve tried that several times and it doesn’t.

She then said she will call me next Thursday to see if I can log in 🤞🤞🤞🤞🤞

Straight after our conversation I got an email for me to fill in a questionnaire on how well my complaint has been handled. As you can imagine I’ve not filled this in.

Hopefully one day this will get sorted, been weeks now 🤞🤞.

Keep us posted ​@Twinnies. Sorry you’ve had such a frustrating experience. 

​@Emmanuelle_OVO 

I know it’s very frustrating. Will keep you updated.

​@Emmanuelle_OVO

This is the latest. 

I've tried all these suggestions and it doesn't work as I've told them before. This is so frustrating 😬😬. Will it ever get sorted? 

How frustrating!!! What browser are you using ​@Twinnies? 

There are a few tips in the following topic:
 

Error Message?

If you’re having an issue resetting your password and are using the Outlook Live app we are aware this may cause an error message, if so, please switch to a browser version. 

If you’re not able to access the password reset screen by clicking on the ‘Reset My Password’ button in the reset email, you can copy and paste the long reset link from the bottom of the email into the URL to get to the same destination.

 

If none of the above is successful

Check you’re using the most recent version of the app (try deleting and re-downloading for Android and iOS) or Google Chrome browser if logging in to your online account.

Try disabling any password managers that may be interfering with the login details you’re entering.

You should also try:

• Logging in via the app if you can’t login via a browser (or vice-versa).

• Using a different device or browser (Chrome is recommended).

• Clear cache/cookies on browser.

• Clear cache and app data then uninstall/reinstall the app.

• Waiting a day for any changes you've made to update across all systems.