Skip to main content
J
Rank 1
JSB
Rank 1
May 17, 2021
Solved

Switching to OVO but online account not fully active - is switch complete?

  • May 17, 2021
  • 39 replies
  • 2113 views

Hi

We switched to OVO at the beginning of April but the switch still hasn't completed. We can't use the app to submit meter readings and the website keeps saying 'you're direct debit will be confirmed on..'

Any suggestions?

Thank you 

    Best answer by Jess_OVO

    Updated on 13/08/26 by Abby_OVO


    Welcome to OVO and to our online community, @JSB!

     

    Sorry to hear about the confusion you’ve been having with your switch to OVO. Just to check did you select your switching date when you signed up? You should’ve had the option of choosing your start date, from the next working day to 29 days later. This starting date is also confirmed in your ‘Welcome Pack’, so it’s worth double-checking here.

     

    If your switch happened within the last 6 weeks your online account won’t be fully accessible until we’ve issued your opening statement, so we’d recommend getting in touch with the Support Team if it’s been longer than this to check your switch is still on track. The reason for this is because, when you switch suppliers and supply your opening readings, the readings get sent off to the Industry for validation, and it can take up to six weeks for us to gather all the necessary information we need to fully open your account. You can find out more about the switching process and timeframes on our guide to joining OVO. When you’ve got online / app access you can use these handy guides to get started:

     

     

    Don’t forget to pop back here with an update, we’d love to hear how you get on!:blush:

    39 replies

    Jess_OVO
    OVO Staff
    Jess_OVOSolved
    OVO Staff
    May 17, 2021

    Updated on 13/08/26 by Abby_OVO


    Welcome to OVO and to our online community, @JSB!

     

    Sorry to hear about the confusion you’ve been having with your switch to OVO. Just to check did you select your switching date when you signed up? You should’ve had the option of choosing your start date, from the next working day to 29 days later. This starting date is also confirmed in your ‘Welcome Pack’, so it’s worth double-checking here.

     

    If your switch happened within the last 6 weeks your online account won’t be fully accessible until we’ve issued your opening statement, so we’d recommend getting in touch with the Support Team if it’s been longer than this to check your switch is still on track. The reason for this is because, when you switch suppliers and supply your opening readings, the readings get sent off to the Industry for validation, and it can take up to six weeks for us to gather all the necessary information we need to fully open your account. You can find out more about the switching process and timeframes on our guide to joining OVO. When you’ve got online / app access you can use these handy guides to get started:

     

     

    Don’t forget to pop back here with an update, we’d love to hear how you get on!:blush:

    Powered by Re-knowable Energy!
      F
      Newcomer
      Fozzyella
      Newcomer
      August 14, 2022

      I’m a new customer but my account isnt set up still after 2months so can’t use the app and electric is estimated even though the have had the info.Contacted customer services, very helpful and was asked to send a photo in of my electric meter to Hello@ovoenergy.com. Did this on the same day, went away on a short break, came back to an email saying that that mailbox wasn’t in use, use the help in your account. Funnily enough the contact us email address‘isn’t available. Does anyone have an email address that does work for customer services please?

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      August 15, 2022

      Hi @Fozzyella and thanks for posting about this. 

       

      I’m sorry to hear that you were given advice to email the hello inbox only to find out it had been closed. It’s true that for some query types we’re turning the email address off in favour of online chat. You can use online chat to attach a meter photo, and this avoids days of delay whilst your email sits in a queue. 

       

      Hopefully we can get your account back on track when you reach out to us!

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      A
      Newcomer
      adamf154
      Newcomer
      April 11, 2023

      Hi i just joined ovo at the beginning of the month, but i cant see anything on my account yet, the home page is still on the switch page, your switch is under way with the 4 big ticks, they have already taking there first DD, does it always take this long before you can see anything on your homepage

      thanks for any help

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      April 11, 2023

      Hi @adamf154 , I don’t quite remember the sequence when I switched but perhaps this might help

       

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        A
        Newcomer
        adamf154
        Newcomer
        April 11, 2023

        ok thanks for that

         

          L
          Newcomer
          LINDAM1510
          Newcomer
          August 5, 2023

          Apparently account fullu active live with ovo, tried numerous browsers and ovo links over 4 weeks but no further forward. Dont know where to go next

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          August 5, 2023

          The Support Team can check this. They’re open for another couple of hours at https://help.ovoenergy.com .

          Otherwise, they’ll be open again on Monday

          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
          Newcomer
          LINDAM1510
          Newcomer
          August 5, 2023

          It was ovo chat I was in contact with, sending me links to set up account again, told them it doesnt work. Reply I got was be patient, I can see my credit balance on the help pages  nothing else

          W
          Newcomer
          Welsh Dragom
          Newcomer
          August 5, 2023

          I have the very same thing Linda, nearly three weeks now

           

          i chased OVO on twitter and after some back and forth trying to reset my account a new agent came back to me and said it can take up to six weeks when switching suppliers, regardless of the fact they’re the same company, due to account validation procedures

           

          I’ll see what happens in three weeks

           

          hope this helps 

           

          Show more replies
          Terms & ConditionsAccessibility statement

          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