Moving into new house, how do I set up my account?

What details are you using to try to set up your online account? Have you contacted OVO to get your own account number? This may be why your details do not match the account information. Whoever lived there previously will have had their own account number in their name. 

I am using my personal details with the account number that I received on the mail , is that wrong or there is a way to create your own number account.

If you are sure that you are using the account number you have been sent, you are doing it correctly.

The best advice I can give you is to make contact with OVO.

Personally, I find the best way to get help is using the Messenger facility on OVO’s Facebook page.

Hmm…

I suspect it’s because you haven’t actually set the account up yet! Try https://switch.ovoenergy.com first to see if that helps. :)

Sorry I didn’t get to you sooner - I was 8m underwater yesterday!

Hey ​@Fatimah 

Sorry to hear about the trouble you’re having getting logged in online.

As Blastoise186 mentioned, you do have to set the account up first, the details won’t be linked to an online account if that’s not been complete first.

Once you’ve received the ‘Welcome’ pack, you can head on over here to log in to your new OVO online account. The same great online features are also available on the OVO app (download for Android or iOS).

First things first, you’ll need to request a password reset email, you can do this by clicking ‘first time logging in’. You should then receive an email to your registered email address (don’t forget to check that pesky junk folder). Click on the link in the email to get a password setup - be quick though the link will expire in 30 minutes. You should also have received an email titled ‘Set up your online account”, this should also allow you to follow the initial set up steps for the online account.

The following topics may also be helpful in this case:

Do let us know if you have any issues with this.