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?

Hi guys!

All sorted

I have received everything and I can log in into my account

Thanks a lot for your help!

Woohoo! That’s great news. Thanks for letting us know. 

You can use the same login details for both MyOVO and the OVO Energy apps for Android/iOS, but you can also use biometrics with the apps (such as Fingerprint Login) to make logging in even faster. I’ve also got another sekrit tip as well. If you ever need to contact the Support Team via live chat, being logged into MyOVO before you click the pink Live Chat button causes a few magic tricks to happen, not least automatically clearing security. 

The only place that you can’t have the login details sync for is this forum as it’s not hooked up right now. But maybe someday it might be an option…

We’ll definitely be here if you get stuck though. And yep, I love bug hunting so I’m always up for that. 

I’ve got one final tip for you as well. MyOVO is designed in a way that means your account balance updates in real-time whenever pretty much anything happens that causes a credit or debit.

Not only do manual top-up payments show up within a few minutes, but any meter readings you submit will get number crunched within 90 seconds and almost instantly updates your balance. You don’t need to wait for the bills to know whether you’re in credit, because the balance you see right now has already factored in all charges so far. It really is a case of What You See Is What You Get.

I moved in to a flat that is currently supplied by OVO over a month ago, I have since tried EVERY possible mean of communication to try to set my account up, as the online option does not work.

The first time the guy at the phone was setting me up for fixed plan and direct debit, took all my details and seemingly had it all set up. I did not get any follow up emails or post. So I tried to contact Ovo again, which is impossible to get through the waiting at phone and no response to my email whatsoever, so I wrote a complaint. Next few days I got phone call from Ovo, and the lady tried to set me up again only to encounter a technical error with my account. She said I would get a phone call from their technical team regarding the issue, and I did and was told that the technical issue was fixed and again that I would get follow up email AND post regarding my account. Guess what? NO FOLLOW UP whatsoever.

It has been over a month since my move-in, and I still don’t have access to my account. Why is it so hard for me to pay for my bill? Throughout the interaction with customer service they seem quite unprofessional.

Seriously, what is going on?

I’m so sorry to hear you’re yet to receive your welcome pack, @Zhuowen.

If you’ve created an account either online or by speaking to the Support Team we’d usually expect your welcome pack to be sent out within 5 working days so I’m wondering if there’s a technical issue preventing this from being generated.

As you mention the difficulty you’ve had when raising this to the team, I’ve arranged for us to collect your account details via a Private Message here. You can access this by clicking on your profile icon in the top right-hand corner of any forum page (when logged in). Once we’ve received these details we’ll get back to you directly to advise on the next steps to get this sorted.

Hope this helps.

Over the last few weeks i have singed up twice and the customer service representative has signed me up once and i still have not received my Welcome Pack or a confirmation email 

What can I do to rectify this issue 

Hello,

I moved into my current house on the 13th of may. I saw the previous owner used Ovo so I thought I would as well. I submitted a metre reading and got a quote I agreed to a 1 year fixed rate but I haven’t received a letter or an account number to login. 1 month and a half later and I haven’t received a bill.

kind regards,

Hi @Wilforde37 and welcome to the OVO online community.

Sorry to hear that you’ve had a few issues when trying to set-up an account. Just in case it helps we’ve got some guides below which outline the usual process depending on whether you’ve recently moved house or are attempting to join us via a switch:
 

As you mention you’ve yet to receive a welcome pack, if it’s been over 5 working days we’d recommend checking this directly with our Support Team, as there could be an issue with the contact details on your account or another technical issue delaying things.

I hope the team are able to get things back on track for you.

Hi @marcandsophie - Welcome to your new home and the OVO online community here,

Sorry to hear that you’re yet to receive your ‘Welcome Pack’ after moving in to a home we supply. We’d expect this to be sent out within 5 days of you getting in touch to set-up the account so if you’ve double-checked (It’s not ended up in your email spam folder, by any chance?) and still cant see it, I’d recommend getting in touch with the Support Team to chase this.

Hope this helps get things sorted.

@marcandsophie

You could try setting up an online account with the email address you used initially to see if your account has already been setup. 

https://account-activation.ovoenergy.com/confirm-email