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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
90 replies
3872 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 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. :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

J

jo0410

Newcomer

Just setup account today as moved into flat that is supplied by Ovo on 2/6. Logged into account for first time today and it says goodbye we are closing your account as you are moving on 3/6!

I mean what on earth, it is a new account, it is a new account number different to the one on the letter for the previous tenant that was showed on the The Occupier letter when i first moved in. As part of setting up the account it gave me a quote of £64 per month for a fixed 1 year and it says it is taking the direct debit on 21st which is what i was expecting so dont understand the message at the top of the dashboard saying we closing your account and i will get a final bill.

Really not impressed if this is going to be a saga from day one. Guess i will have to contact customer service on Monday.

Emmanuelle_OVO

Retired Moderator

Hey @jo0410,

I’m sorry to hear this, have you managed to speak to the support team?

It’s possible that we’ve been given different information from a landlord or letting agent. The support team will be able to get this sorted for you. These topics may have some helpful advice:

Hope this helps.

Renewable Energy? Big Fan.

T

TRUCKLE

Newcomer

Hi - for the past few weeks, when I try and log-in to my Ovo Account, all I'm being told is that a new website is under construction so I can’t check any bills etc. Is it the same for everyone else? If so, most companies would keep a web-site live until the new one is ready to start. Don't understand why my account info hasn’t been accessible for weeks?

Thanks, David.

L

Liza Boland

Newcomer

I've just set up with OVO and have the same question. How are users supposed to keep track of things if the information goes offline for weeks on end?

RadioFox

Rank 4

Just logged into website without problems, & logged in a couple of times over the past week. I don’t see that notice about a new website under construction. Are you using:-

https://www.ovoenergy.com/

Blastoise186

Super User

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

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!

L

Liza Boland

Newcomer

Just logged into website without problems, & logged in a couple of times over the past week. I don’t see that notice about a new website under construction. Are you using:-

https://www.ovoenergy.com/

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