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My account is moving from SSE to OVO - Why can't I activate my OVO online account?

  • 1 November 2021
  • 17 replies
  • 537 views

I have moved over from Southern Electric to OVO and am trying to activate my account - I get a link to set my password but when I try and activate I keep getting the following:-

 

Set your password

Your password reset link is invalid or expired.

Request another password reset

 

Help please!

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Best answer by Jess_OVO 2 November 2021, 13:08

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17 replies

Userlevel 7
Badge +3

Hey there @dantonevelyn !

I think I know what the trouble is. Could you give this magic link a try instead? https://my.ovoenergy.com/request-access

Password resets only work once you’ve logged in for the first time, but that special link is the one to activate MyOVO for the first time. Hopefully that’ll do the trick.

Still doesn’t work that’s the link I have been using all along!

 

Userlevel 7
Badge +3

Ooohh ok, sorry about that.

Hmm… This seems rather strange. If you were moved over from SSE to OVO via the migration process, this might need a bit more looking into. Could you give 0345 0260 712 a call and let them know you’re having trouble? One of the team should be able to take a look and see if they can get the ball rolling. Sorry for the trouble!

I think I’ll also flag this with @Tim_OVO and @Jess_OVO in case there’s a wider issue.

OK will do - thanks for your help - hopefully this will get sorted.

Userlevel 7
Badge +3

No worries. Please keep us posted with how things go. Hopefully manual intervention should get your account kickstarted, but we’ll be here if you’re still stuck.

If you ever need help again, feel free to stop by this forum. We can’t fix everything, but you’ll be amazed at what we can do. :)

Userlevel 7

Updated on 30/11/21 by Jess_OVO

 

Hi @dantonevelyn - Welcome to OVO and to our great online community,

 

I can see one of our community volunteers, @Blastoise186, has already offered tip-top advice on this one:

 

 

Could you give 0345 0260 712 a call and let them know you’re having trouble? One of the team should be able to take a look and see if they can get the ball rolling. Sorry for the trouble!

 

If you didn’t have an online account set-up with SSE, it might be that we need to get your email address registered to allow you to get logged in to the OVO online account or OVO app (download for Android or iOS). There’s more info on this on our SSE to OVO FAQs:

 

When can I access my OVO online account?

 

Quick and easy to activate, an online account makes managing and paying for energy simple. Once the move to OVO is complete, we’ll get in touch to let customers know they can set up their online account. You can activate your account by entering your email address here.

If you haven’t registered an email address on your energy account before, we’ll ask you to confirm a few more details before you set your password.

 

Don’t forget to pop back and let us know when you’ve managed to get logged in - We’re always on hand here to help you get to grips with using your new online account! :blush:

 

 

Just to re-iterate, when your account is moved from SSE to OVO we’ll let you know in advance but your new OVO online account won’t be activated until you receive your welcome pack. There’s more details on this process here:

 

How do I know if I've moved to OVO?

 

If you’re with SSE for your energy, over time, we’ll be moving your account to OVO. All of us are working hard to make the move as smooth as possible, and you will be updated every step of the way. But in the meantime, here’s what you can expect:

While SSE is preparing to move your account, you’ll get a letter or an email to let you know. It will include all the important details about what to expect from the move. You may have even received this already, and if you haven’t you don’t need to do anything -- SSE will be in touch when it’s time.


When your move has started, if you have an SSE online account, you’ll see a message confirming this when you log in.


Your move should take around two to three weeks. This will be confirmed in your next SSE bill which will also contain key information about your new OVO account. If it doesn’t, there’s nothing to worry about -- it just means we’re still getting your new account ready.


Once you’ve moved over to us, we will be in touch to tell you everything you need to know. You'll also be able to activate your OVO online account here. If you’ve got an SSE online account and log in, you’ll see a message with a handy link to get started.


And that’s it! There’s nothing more you need to do. The move won’t interrupt your supply, won’t affect the prices you pay, and won’t affect your meter(s). You’ll still enjoy the same friendly, reliable service too.

 

Sounds like you’ll need to login to your SSE online account to see your latest bill in the meantime. :slight_smile:

 

I phoned and spoke to an agent today apparently it’s still “migrating” and I should get written confirmation in the next few days …. not impressed really with this service - at no point over the phone did anyone mention setting up the account this way …. all I want to do is log onto my new OVO account to check that everything is correct (as had credit on both gas and electricity) …… 

So it’s not: -

 

Quick and easy to set up, an online account makes managing and paying for energy simple. Once the move to OVO is complete, we’ll get in touch to let customers know they can set up their online account. If you had an online account with SSE, you can set up your account with the same email address here

 

Because when I click on “here” I still get this …

Set your password

Your password reset link is invalid or expired.

Request another password reset

 

……….

 

Userlevel 7

Really sorry to hear that this hasn’t been the smooth process we’re aiming for, @dantonevelyn.

 

I’d like to pass this feedback on to the team to make sure there’s nothing amiss. Just to double-check, had you already received your Welcome pack from OVO before you tried logging on for the first time?

Userlevel 7
Badge +3

Thanks Jess.

I think I can also brew up a feature enhancement out of this experience, since I agree that it’s not ideal as things stand.

How about making it so that if you try to sign up to MyOVO using an email address that doesn’t match any OVO account at all, you get a message that says something like “Sorry, it doesn’t look like we know about that email address, did you give us this one when you signed up? Please give us a call and we’ll update your account so that you can try again.”

Something like that which explains why sign up is failing is always better than a generic error.

Really sorry to hear that this hasn’t been the smooth process we’re aiming for, @dantonevelyn.

 

I’d like to pass this feedback on to the team to make sure there’s nothing amiss. Just to double-check, had you already received your Welcome pack from OVO before you tried logging on for the first time?

I haven’t received any welcome pack - but have received an email from SSE saying that my bill is ready to be viewed online - but I cannot see a bill as I have migrated to OVO but cannot see my bill because I haven’t got a welcome pack …….. confused ? I am !

Userlevel 7
Badge +3

Ah ha, I think that solves the case then.

OVO will normally include the bill itself as an email attachment so that you don’t have to log into retrieve it. This sounds like an SSE bill if memory serves. I used to be on SSE until a year ago when I decided to switch over to OVO, so I know both sides very, very well. I’ve also known that this migration was going to happen before it was officially announced, so I’ve been taking the time to research it.

In this case, could you try logging into your SSE online account and seeing if there’s a new bill waiting for you? You’ll still have access to that account for six months from the point you’re able to start using MyOVO, so please take the opportunity to grab everything you want to keep before that online account gets archived and sent to the vault. You won’t be able to access it after that.

Hopefully that works out, but we’re here if you still get stumped.

Userlevel 7

Really sorry to hear that this hasn’t been the smooth process we’re aiming for, @dantonevelyn.

 

I’d like to pass this feedback on to the team to make sure there’s nothing amiss. Just to double-check, had you already received your Welcome pack from OVO before you tried logging on for the first time?

I haven’t received any welcome pack - but have received an email from SSE saying that my bill is ready to be viewed online - but I cannot see a bill as I have migrated to OVO but cannot see my bill because I haven’t got a welcome pack …….. confused ? I am !

 

That does sound like a confusing one, @dantonevelyn. Just to re-iterate, when your account is moved from SSE to OVO we’ll let you know in advance but your new OVO online account won’t be activated until you receive your welcome pack. There’s more details on this process here:

 

How do I know if I've moved to OVO?

 

Over time, we’ll be moving your account to OVO. We're working hard to make the move as smooth as possible, and we'll keep you updated every step of the way. If you have an SSE online account it will still be active for six months after you’ve moved.

  1. While we're preparing to move your account, you’ll get a letter or an email to let you know. It will include all the important details about what to expect from the move. You may have even received this already. If you haven't, you don't need to do anything. We'll be in touch when it's time.

  2. When your move has started, if you have an SSE online account, you’ll see a message confirming this when you log in.

    Your move should take around two to three weeks. This will be confirmed in your next bill which will also contain key information about your new OVO account. If it doesn’t, there’s nothing to worry about – it just means we're still getting your new account ready.

  3. Once you've moved, OVO will be in touch to welcome you and tell you everything you need to know. If you've got an SSE online account and you log in, you'll see a message with a handy link to get started in your new OVO online account.

And that's it! There's nothing more you need to do. The move won’t interrupt your supply, won’t affect the prices you pay, and won't affect your meter(s). You’ll still enjoy the same great level of service too.

 

Sounds like you’ll need to login to your SSE online account to see your latest bill in the meantime. :slight_smile:

I have moved over from SSE to OVO and am trying to activate my account - I get a link to set my password but when I try and activate I keep getting the following:-

 

Set your password

Your password reset link is invalid or expired.

Request another password reset

 

Help please!

Userlevel 7

Hi and Welcome @martymart!

 

Both to OVO and to our online community here!

 

As a initial introduction we’ve covered the most common queries for newly joining members on these SSE to OVO FAQs, which includes this advice on accessing your new OVO online account:

 

When can I access my OVO online account?

 

Quick and easy to activate, an online account makes managing and paying for energy simple. Once the move to OVO is complete, we’ll get in touch to let customers know they can set up their online account. You can activate your account by entering your email address here.

If you haven’t registered an email address on your energy account before, we’ll ask you to confirm a few more details before you set your password.

 

 

Sounds like you’re facing a similar error message when attempting to activate your account as @dantonevelyn mentioned on the thread above. In this case the cause was the move was not yet complete - worth bearing in mind that it does take a few weeks for your account to fully move over at which point you’ll receive your OVO welcome pack and should be able to login.

 

Hope this helps clear things up - Let us know if you’ve got any further questions. We’re always on hand here to help our newly joining members get settled in! :slight_smile:

 

Is everyone who has been moved over due to the takeover of SSE having the same problem? Maybe the link on the SSE website should have a warning that it won’t work unless you have a welcome pack!

Userlevel 7

A really fair point to raise, @martymart - and one I’ll be feeding back to the team to make sure we make it clearer when your new OVO online account will be accessible.

 

Thanks for raising this one - Do pop back in a few weeks to let us know how you find things once you’re able to get logged in. :thumbsup:

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