Moving into a new property - how do I get access to the online account?

Hi, I spoke to someone on the phone two days ago and set up a direct debit and chose a pay monthly option for my new home. I was told I would receive a confirmation email to set up my account online and review what I signed up but I still haven't got this and it's been two days. Please could you tell me when you will send the confirmation email so I can set up an account online? I want to do this before my direct debit comes out so I can check it's all accurate and give most up to date meter readings. Thank you



Best answer by Anonymous 7 July 2017, 16:51

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15 replies

Updated on 14/09/21 by Jess_OVO


Welcome to OVO and your new home!


Great that you’ve already found how to set-up an account with us, as we’re currently supplying the energy there. Even if you’re planning on switching suppliers - we’ll need a temporary account created in order to cover the period before your switch (this can be 3 - 4 weeks). When we create your account we’ll check the date you moved in and the meter readings on this date and create you an account starting from this point. 


As you’ve already got this arranged during a call to our Support Team - the next thing to look out for is your welcome email. This should arrive within 5 working days of signing up - as always best to check that pesky junk folder in case it ends up there. If you’re still waiting and it’s been over 5 days since you created the account - get in touch with the team who can double-check everything’s on track. Sometimes a sneaky typo in your email address can mean you haven’t received this email as expected. 

Once you’ve received the welcome email head on over to our login page or download the OVO app (available for Android or iOS). You’ll need to enter your email address (the same email address we sent the welcome email to) and click ‘first time logging in’. You’ll then be sent an email link to set up your password. Once you’ve picked a suitable password (with at least 8 characters, a capital letter, lowercase letter, number, symbol and all that jazz) you’re in!:


Exact appearance may vary


We’ve got more advice on getting the most out of your online account on these great guides and did we mention how great smart meters were yet? :smirk:


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


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


Thank you Max, I have received it now. Thanks for your reply.
Hello I just moved in to house supplied by OVO what should I do now? I dont have card or anything left by previous owners
Hey @michal.tonia1

It sounds like you've got prepayment meters which means you'd be on supply with Boost. Don't worry, they've got their own Forum set up too -

If you need to top up and you have no key/card - give the Boost team a call on 0330 102 7517.

I'm moving home and taking OVO with me .. however I cannot access the MY OVO portal with the OVO ID for my new property (OVO ID for old property still works fine) .. I'm unable to set a new password as it requires email address ...whichj is linked to the old account I think ..... will a password be posted to me ? .. how do I get around this ?

Userlevel 5
I've moved your comment over here @dixon_mat as I'm hoping you find the 'Best Answer' above useful.

I've been a OVO Energy customer for a few years and moved house recently. I opted the 'Move House' on the OVO online site and successfully got my address updated to the new one.
However when I try to give my meter reading , I can't as only my old account number is associated with my OVO id / login and I get a message saying 'We have stopped supplying electricity'/
The account number displayed is the old one.
I sent a mail to and got a reply from Charlie asking me to clear the browser cache and try again but use my OVO id to login instead of email. He suggested I try the OVO forum if that doesn't work. It didn't so hear I am - at your mercy!
Userlevel 5
Hoping you find the second part of @Max_OVO response helpful @Vivek as I think all that needs to happen is for you to use your new OVO ID, not your old one. This should bring up your new account.

If the error keeps occurring, The Customer Care team can remove your email address from your old account and this should resolve the issue. 🙂
Hi Lucy,
No, I didn't find the second part of @Max_OVO useful.
Use my new OVO id? I haven't been given any new OVO ID, I made a switch from old house which was on OVO to a new house and wanted to 'carry ' my OVO connection. I assumed the Old OVO id will remain. It's more than 6 weeks since I moved home.

Userlevel 6
HI @Vivek,

If it's a new account, you'll actually have a new Customer ID for this too. If you don't know what it is, you should be able to find it on any emails or letters from us.

We set up an account with OV and set up all the direct debit details when my mum moved house. I spoke to a customer service advisor about what we needed to do about setting the account up as OVO where already supplying the property we just needed to set up the account online. We selected the fixed tariff back in July. Then suddenly received letters with saying there is no account set up and demanding payment for overdue bills. The letter says the customer service team is open on a Saturday but when I call they say they are closed. I have logged onto the account and it says the account is on hold but there is no other information! Why did OVO not email or write sooner to sort this out? I am not impressed with their service and think I will be moving my mum to another supplier based on this experience.
Userlevel 7
Badge +2

Maybe something isn't correct with the account? Were the correct details provided to OVO?
Userlevel 2
I've moved your query over to this topic @EAB as previous comments and @ITGeek123 should be able to help!
Hi there,

We moved in over a month ago and the energy supplier was already OVO but we switched to a different supplier in mid April. We've been sent the bills for the month before we switched but I'm confused about how to pay them. Where can I sign up to My Ovo to pay the bills? I haven't used my email address in association with OVO at all yet so where the log in page is and it says 'First time logging in' and asks for my email address, that is no use.

Please help!

Thank you,

Userlevel 6
I hope your move went well, @BHook, I've popped your post here, there's lots of handy info above.

If it's a new account, you'll actually have a new Customer ID. If you don't know what it is, you should be able to find it on any emails or letters from us. If you haven't created an account with us, please give our team a call on: 0330 303 5063, they'll be able to take payment over the phone.

Hope this helps!