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JSB
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May 17, 2021
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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

    Show previous replies
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    April 23, 2025

    Hey ​@bsmither,

    Welcome to the OVO Online Community!

    It can take six weeks for the account to be set up properly 😊

    These similar topics might be helpful:
     

     

    Renewable Energy? Big Fan.
    B
    Newcomer
    bsmither
    Newcomer
    April 23, 2025

    But the issue is that when I log in the message I get is:

    “We're working on a new website for you”

     

    It would be more useful if it said:

    “you’ve just transferred to us, you will be able to access your account when the process is complete”.

     

    Can you confirm that, at this stage in the transfer, I should be receiving a webpage that I get? It seems to imply that something is broken. I don’t want to wait 6 weeks and then still have issues.

     

    Thanks

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    April 24, 2025

    I understand your concern, I’ll ask about this internally & report back ​@bsmither. 

    Renewable Energy? Big Fan.
    B
    Newcomer
    bsmither
    Newcomer
    April 25, 2025

    Hi,

     

    any update on this? I’m keen to get into the charge anytime tariff for our car. Can you do anything retrospectively so that I’m not paying 23p/kWh to charge? Thanks

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    April 28, 2025

    Hey ​@bsmither 

     

    Sorry to hear about this, it definitely seems like something’s not quite going right.

     

    We don’t have access to accounts here at the Forum so you’d need to get in touch with the Support Team. They’ll be able to take a look into what might be going on, and see if they can do anything to help.

     

    I’ve linked below to a few topics which may also be helpful:

     

     

    Do let us know how you get on.

    Currently Playing: She's Electric
    B
    Newcomer
    bsmither
    Newcomer
    April 30, 2025

    Hi Abby,

     

    I emailed the support team on Monday but still haven’t had a response. Please could you chase?

     

    Thanks

     

    Ben

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    May 1, 2025

    Hey ​@bsmither 

     

    Sorry you’ve yet to receive a response from the team.

     

    We don’t have access to accounts here at the Forum so we wouldn’t be able to check on the progress of things here. Do you know if you’ve raised a complaint about this already? If not, I’d recommend raising a complaint with the team so they can make sure the account access issue is fixed. 

     

    Once the account access is resolved, add-ons like Charge Anytime will be easy to add.

     

    I’ve linked below to a topic about complaints which may be helpful:

     

     

    Keep us updated with how you get on.

    Currently Playing: She's Electric
    B
    Newcomer
    bsmither
    Newcomer
    May 1, 2025

    Hi, this is all resolved now, there was an issue with my account resolved by customer support manually issuing a password reset.

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      May 1, 2025

      Hey ​@bsmither 

       

      Thanks for popping back with that updated. I’m glad to hear that’s all been sorted!

       

      Feel free to pop back any time if you’ve ever got any other questions.😊

      Currently Playing: She's Electric
      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