Problem with reset of OVO password resolved January 2023

Hey @thekaarlo,

Sorry about the issues you’re having,

Please see my response in this similar thread: 

It sounds like you’ve tried using a browser version so I’m not sure if you’re issue is the same, I’d advise contact Support if this issue persists. 

Hope this helps. 

Hello again,

After posting the above feedback I thought to add some other findings and observations.

It is reasonable to say that Microsoft Outlook and Win 10 mail client is not perfect and has some issues however other password rest emails from other systems do work properly to reset your password when opened with a Microsoft email client.

When I tried to reset my password again (from the one littered with swear words that I mentioned earlier) I tried a few different things including one that worked to allow me to change my password starting from the reset password email using Win 10 default email client. Surprised ? Well I was.

In the reset password email received not only is there the change password link, shown as a button, there is a link saying “Not displaying correctly? View in browser”. By following the not displaying correctly link it opens a web page showing the email content. When clicking on the reset password link/button shown in the browser  I was then able to change my password successfully. I tried this a few times to confirm that this work around was not just a fluke and it worked every time, therefore it is reasonable to expect this work around to work for you too. Fingers crossed.

A techy bit… having looked at the original source of the reset password email it looks as if the password reset link button html may be badly formatted and is possibly missing a space in the the link token before the style keyword and attributes.  

It looks something like this:

  https://my.ovoenergy.com/reset-password?token=eyJh~~~.ZnGzrIQstyle="height:42px;

It maybe should look something like this:

  https://my.ovoenergy.com/reset-password?token=eyJh~~~ZnGzrIQ style="height:42px;

Anyway someone in Ov0 should take another look at how the password reset email is composed just in case there is an actual formatting problem.

I can vouch for this diagnosis as well. @Emmanuelle_OVO could you feed this back for us?

It still does not work. Also the question I posted on the forum was deleted. I logged this with support on the 26th January and was told I would hear back within five days and have still heard nothing. Support number 13631127. It's beyond a joke now.

@Emmanuelle_OVO 

@thekaarlo your question was probably combined with a load of others asking the same thing, though I think you should have been linked to the resulting new thread. The problem is still live though as you can see..!

Hey @thekaarlo,

Really sorry to hear this,

I’ll get Forum_Support to reach out to you, please keep an eye on your private messages. 

@YetAnotherAjs and @Blastoise186, thank you for this feedback- I’ll raise this internally! Glad you’ve successfully managed to re-set your password now. 

Hi @Emmanuelle_OVO,

I'm still yet to receive any correspondence.

@Tim_OVO Just tagging in case Emmanuelle isn't around. 

So I got a message two days ago asking for my details so they could look into it, since sending them through I've had no response at all. It's really poor, I should have stayed with my last provider. @Emmanuelle_OVO @Tim_OVO 

Thanks for trying to help @Jeffus  @Blastoise186

Hi @thekaarlo 

If we’ve offered to help via our forum_support channel, we’ll do our best to reply as soon as possible. From that point on, we won’t be able to comment publicly about the issue. We’ll have account details and will know all the context, but we won’t be able discuss them on a public forum. 

Also to set some expectations to you and @Jeffus and others, this channel is not the most affective way to get quick account specific help with OVO. For that, we’d always recommend our Support team. 

This is also not necessary, @Jeffus, as we read every single comment that gets posted here. There’s no need to tag us. Of course for anything you see that needs urgent attention such as an emergency, you can use the ‘mod alert’ feature for any comment. 

Thanks,
Tim