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Mariapilancia
Rank 2
April 16, 2021
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I've just moved in, called up to set up an account but didn't receive a welcome email and can't log in into my online account?

  • April 16, 2021
  • 40 replies
  • 2824 views

Hello there

I joined OVO a week ago by phone call

Since then,I haven't received any welcome email or confirmation

I have tried all the steps they recommend me...reset my password,use chrome etc nothing works

Always the same error :"No identifiers.paym in session"

I contacted them to make sure all my details are correct and apparently they are but I can't access anywhere

I don't even know my OVO ID

I am starting to be a bit concerned about

Please,could you help me?

Many thanks

Best answer by Jess_OVO

Updated on 10/07/23 by Abby_OVO

 

Hi @Mariapilancia, Welcome to OVO and to the OVO Forum! :grinning:

 

Sorry to hear that you’ve had a few issues getting your account fully set up and logging in to your online account. As the Home Moves team are helping to get this one sorted I’m guessing you’ve just moved in to a property which we already supplied,  hope the move went well and you’re getting settled in! In case you haven’t seen it there’s a guide to Moving Home here.

 

As you mentioned you did not yet receive a Welcome letter I suspect this could be the cause of your login issues. A Welcome email is triggered automatically when your account is created at which point you email address is registered and you’ll be able to use this email address to login. Usually we’ll be able to get your account created during the call however if there are any technical issues we’ll raise this to the Home Moves team who will be able to create the account manually. If you’ve already checked that the team has got the right email address for you, it may be that they are currently in the process of getting your account set up.

 

I recommend waiting until you get that Welcome email (don’t forget to check your junk folder too) before trying to login in again, if there are any more issues at this point sure @Blastoise186 will help us get to the bottom of things or check the tutorial here:

 

 

40 replies

Blastoise186
Super User
Blastoise186Super User
Super User
April 16, 2021

Hi there @Mariapilancia !

Have you tried doing the First Time Logging In tool by any chance? It’s over at https://my.ovoenergy.com/request-access .

If that fails as well, it’s possible OVO doesn’t have the right email address on file for you, but this can be fixed, please give the Support Team a call and let them know about this thread, they’ll take a look for you. If you let them know Blastoise186 has been helping out, they’ll know you’ve already tried everything else so far.

My other guess is that your account hasn’t yet been synchronised with MyOVO, but the Support Team should be able to force it to sync over.

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!
M
Rank 2
MariapilanciaAuthor
Rank 2
April 16, 2021

Hi!!

Yes my dear...I have tried absolutely everything and nothing works

:(

I guess I don't have choice and I will call them because I need to log in in my account for my bills,etc

Thank you so much anyway

Blastoise186
Super User
Blastoise186Super User
Super User
April 16, 2021

No worries, glad to help.

Please let them know that they may want to try a forced sync between the systems, and that your account didn’t provision properly into MyOVO for some reason. It shouldn’t take too long to get it going from there. Sorry for the trouble!

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!
M
Rank 2
MariapilanciaAuthor
Rank 2
April 16, 2021

Do you know how to get the live chat?

I did it once and it worked pretty good,they were quite helpful but I can not find it anymore!

Blastoise186
Super User
Blastoise186Super User
Super User
April 16, 2021

Ah yes. The live chat does come up as well, but it’s a bit fiddly at times.

You can try firing up Chrome in Incognito Mode and going straight to the help page, which should force the pink Live Chat button to appear.

I’ll be here if you get stuck. :sunglasses:

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!
Blastoise186
Super User
Blastoise186Super User
Super User
April 16, 2021

If you’re having trouble getting Incognito Mode up, you’ll find that in the menu in the top right. You can also press Control + Shift + N on Windows and Linux, or Command + Shift + N on macOS.

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!
M
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MariapilanciaAuthor
Rank 2
April 16, 2021

I could get the chat

They have been sorted everything for me

They recommend me to try again in a couple of days

Thank you so much for your help,you're a legend

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 16, 2021

    Yay! You’re most welcome @Mariapilancia . If you still have trouble logging in, definitely feel free to give the Support Team another shout and let them know what’s happened so far.

    Sometimes, all it takes is my magic touch. But if you ever need help again, you’re always welcome to ask for help here on the forums anytime. Especially if you’re having trouble getting things to work. We specialise in that sort of thing. :wink:

    Hope to see you again soon. Have a great weekend. :sunglasses:

    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!
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 16, 2021

    By the way @Mariapilancia , I wanted to say thanks for bringing this up as well!

    I think you’ve probably uncovered some clues that might help to solve the issue that prevented you from setting things up. I’ll discuss this with Tim and Jess to see if we can get that looked into by the Tech Team. We’ll aim to submit it within the next few days or so.

    Thanks for letting us know about the issue! :blush:

    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!
    M
    Rank 2
    MariapilanciaAuthor
    Rank 2
    April 16, 2021

    No problem

    I actually don't know what the problem is but the movehome team sorted it out 

    I will let you know in a couple of days if I can log in to my account

    Thanks!

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