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Beaton
Rank 1
August 27, 2024
Solved

New customer, trying to access online account?

  • August 27, 2024
  • 8 replies
  • 2680 views

Good morning,

We’ve been trying to set up an OVO account online for two months now. When we moved in, there were letters to The Occupier with an account number.

I spoke to someone on 2nd July and they said they’d be in touch. Since then I’ve heard nothing. I sent the meter readings by email and still, zero response. 

Every time I try to set up an online account I keep getting the oops message.

Is it normal that it takes this long? Is there anything I am not doing right?

Grateful for any advice.

TIA

Best answer by Nukecad

Updated on 17/07/26 by Abby_OVO

 

When you move into a property supplied by OVO you need to first set up your OVO account, which can also be done by contacting our Support Team. Once you’ve been sent your account number and Welcome Pack, you can then log into your online account by following these steps:

  • Visit https://my.ovoenergy.com/login
  • Click ‘set up account’
  • Enter your email address when prompted
  • You’ll be sent an email containing a link to set a new password
  • Once you’ve set a password you’ll have access to the online account
  • You can then download the OVO App and log in with the same email address and password

 

 

The following similar topics may also be helpful here:

 

 

 

When we moved in, there were letters to The Occupier with an account number.

Are you trying to use that account number?

If so then that will not work

That account number belongs to the person who moved out - it is not yours. (And you don't want it to be, it may owe money, and probably does if letters are being sent to ‘The occupier).

Which could be why nobody got back to you, that account number is someone else's not yours.

You need to register as a new customer and get a new account number of your own.

8 replies

Firedog
Super User
FiredogSuper User
Super User
August 27, 2024

You’re probably doing everything right, but the system (or perhaps your computer) is failing you.

Try this: open a new private browser window and visit account.ovoenergy.com. After getting rid of the cookie dialogue, you should see a Set up account link. Try that.

The problem may have been with the link you were given to set up your account.

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    B
    Rank 1
    BeatonAuthor
    Rank 1
    August 27, 2024

    Thank you very much for your quick response. I have tried a different window and a different browser but no luck either. Maybe I will have to send an actual letter by post.

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    August 27, 2024

    Hey @Beaton, 

     

    Have you spoken with one of our Customer Care team and did they complete the move in process with you? If not, call them so they can complete this for you, get everything set up, and ensure that the move-in dates are correct. They’ll also ensure that any meter readings that’ve been sent in via email are updated on the account.

     

    We also have a handy guide detailing the process here:

     

    I hope this helps! 

    Renewable energy jokes never get old.
    B
    Rank 1
    BeatonAuthor
    Rank 1
    August 27, 2024

    Hey Chris,

    I spoke to someone on 2nd July and they said they’d be in touch. Since then I’ve heard nothing. I sent the meter readings by email and still, zero response.

    I can’t get anywhere on the website as it won’t let me create an account. Only thing I managed to get into is this forum.

     

     

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    August 27, 2024

    Hey @Beaton,

     

    I’m still unclear to whether you actually have an energy account created with us. Have you received a welcome pack or any emails or such like in your name to suggest one has been created for you? 

    If you don’t have an energy account/account number then you’ll not be able to sign up online as the associated energy account doesn’t exist. 


    We don’t have account access here as this is just a public Forum so if you can reach out to Customer Care they’ll be able to help get this resolved for you. You can reach them by following this link. 

    Renewable energy jokes never get old.
      Nukecad
      Super User
      NukecadSuper UserSolved
      Super User
      August 27, 2024

      Updated on 17/07/26 by Abby_OVO

       

      When you move into a property supplied by OVO you need to first set up your OVO account, which can also be done by contacting our Support Team. Once you’ve been sent your account number and Welcome Pack, you can then log into your online account by following these steps:

      • Visit https://my.ovoenergy.com/login
      • Click ‘set up account’
      • Enter your email address when prompted
      • You’ll be sent an email containing a link to set a new password
      • Once you’ve set a password you’ll have access to the online account
      • You can then download the OVO App and log in with the same email address and password

       

       

      The following similar topics may also be helpful here:

       

       

       

      When we moved in, there were letters to The Occupier with an account number.

      Are you trying to use that account number?

      If so then that will not work

      That account number belongs to the person who moved out - it is not yours. (And you don't want it to be, it may owe money, and probably does if letters are being sent to ‘The occupier).

      Which could be why nobody got back to you, that account number is someone else's not yours.

      You need to register as a new customer and get a new account number of your own.

      I said, Hey - Watts going on.
        B
        Rank 1
        BeatonAuthor
        Rank 1
        August 27, 2024

        Thank you, everyone. Have finally managed to get it sorted with the help of a lovely and competent customer care lady called Fatima.

          Chris_OVO
          Community Manager
          Chris_OVO
          Community Manager
          August 28, 2024

          Great to hear @Beaton! I’m delighted that you managed to get it sorted, and if you ever have any questions, the Forum’s always here to help. 😃

          Renewable energy jokes never get old.
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          OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

          OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

          OVO (S) Gas Limited is part of OVO Group Ltd