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Rank 1
wizwych
Rank 1
October 21, 2018
Solved

Why can't I login into my online account, app or send reset password email?

  • October 21, 2018
  • 60 replies
  • 9030 views

Having major issues: I registered on the forums fine yet when I enter my customer ID and click on First Time Logging In or Reset Password, nothing is being sent to the email address I registered with..... I know that the Email is correct because OVO send me account updates to it...

Best answer by Mw2870

Updated 05/12/24 by Emmanuelle_OVO: Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help:

 

OVO customers should ideally complete these steps in the web portal (online account) first. Once complete, these details will be copied over and available for use in the OVO App.

 

 

  • Select the option at the bottom of the reset email "open this email in your browser"

 

This should then allow you to follow the steps as prompted and login into your account.

 

 

Please note: This has been extensively tested and in the vast majority of cases will resolve the issue. However, there are still some issues with users of any Microsoft email domains such as Hotmail, Live, Outlook, Microsoft. We are working on the resolution for these customers and will update once a fix is made available.

 

There may still be issues for other customers with different email domains but these could be related to something else. Let us know in the comments below if you still have an issue resetting your password. Alternatively our Support team may be able to advise with this. 

 

60 replies

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NinjaGeek
Rank 12
NinjaGeek
Rank 12
April 20, 2020

I will write a guide for every web browser known to man haha 

Renewable energy + EV enthusiast
    Transparent
    Rank 20
    Transparent
    Rank 20
    April 20, 2020

    @AlanB … Incognito mode may be known as something like “Private browsing” on your particular browser. It basically opens another window (or tab) which looks like the normal browser interface, but does not read any of your cookies, nor save data into your Browser History.

    It allows you to access a website in such a way that you can then know for sure whether it really is a broken cookie which was otherwise preventing you from doing so.

    Now, just a moment whilst I try and find something heavy to throw at @ITGeek123  :8ball::head_bandage:

    Save energy... recycle electrons!
    T
    Newcomer
    tedward
    Newcomer
    April 29, 2020

    I tried to log in today to put in my latest readings. I got a message to say you’d migrated to a new system and to confirm my email, which I did. You then said you had sent me a link to reset my password, which would last 30 minutes. Well you haven’t, and it’s not in spam either. I tried again, to request a password reset, but you said you had already sent an email, which you haven’t. So now I cannot access my account and input my meter readings. Is this just a ploy to get me onto a smart meter, which I do not want?

    T
    Newcomer
    tedward
    Newcomer
    April 29, 2020

    ...so I thought I’d try downloading the Ovo app onto my phone. Easy to download, but on setting up the log in, I was redirected to the website to change my password, so back to the same old routine - sending links which don’t arrive! Absolutely hopeless!

      NinjaGeek
      Rank 12
      NinjaGeek
      Rank 12
      April 29, 2020

      Hi @tedward 

      A few things we can try before you needing to email OVO. 

      Have you tried logging onto your OVO account using your web browser in incognito? This way, any cached cookies, passwords etc are not causing any issues. What web browser are you using?

      Thanks

      Renewable energy + EV enthusiast
      T
      Newcomer
      tedward
      Newcomer
      April 29, 2020

      Hi. I’m using Firefox, with Thunderbird email. I haven’t tried what you suggest, as I wouldn’t know how to do that. Never had a problem in logging in before in over four years with Ovo.

      T
      Newcomer
      tedward
      Newcomer
      April 29, 2020

      Just tried logging in with Microsoft Edge, which I never use for anything so should be no caches. Same old same old...

      Amy_OVO
      Retired Moderator
      Amy_OVO
      Retired Moderator
      April 30, 2020

      I’ve moved the thread here, @tedward, please check out the best answer, if none of this helps, please reach out to the team. 

      You can send us a message on Facebook, Twitter or webchat via the Help Centre. You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.

      Thanks! 

      OVO-Joyed to help!
      T
      Newcomer
      tedward
      Newcomer
      April 30, 2020

      Tried again this morning, requesting another password reset. This time it arrived straightaway, so I can now log in again. Now I’ve given my meter readings, hurrah! I must say I like the feel of the new site, especially the new look for the data in the usage section. Obviously there were tech problems yesterday, but now you’re shaping again! Also been able to activate the app on my phone.

        Bradley_OVO
        Community Manager
        Bradley_OVO
        Community Leader
        May 1, 2020

        That’s great news @tedward !

         

        This is a fairly new platform, and as such, there’s most definitely issues that need to be ironed out. We are currently working on updating the online experience with new functions every day, so watch this space!

         

        Glad to hear you’re enjoying it,

        I'm not lazy, I'm just in energy saving mode!
        Show more replies
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