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

cant set up an account even with user id! going round in circles! what a waste of time!! wont be with ovo for long

Hi @webbey2009 I think you’ll have to give us a bit more detail than that if we’re going to find a solution!

Here on the Forum we are fellow customers who use our experience to assist each other. So we’d need to know basic information such as:

• What was the start date of your current tariff?
• Did you have a previous tariff/account with OVO (even if you’ve switched elsewhere in the meantime)
• Have you ensured you’re using the same email address that you’ve given to OVO?

I have been a customer a a while and never had any issues regarding my in line account.

However, after numerous attempts on requesting the link with no success, I've called myovo and someone said it's my e mail provider putting them in Spam, this can't be the case as I have checked my junk mail.

Can anyone please help?

I’ve moved your post here, @Barbados 2020, please check out the best answer. 

Thanks!

I am trying to access an account that I have for 

** edited by mod** 

I rent this flat and need to submit meter readings but have been unsuccessful in accessing the account. Could you possibly forward the user name and password to me or do I have to create  anew account?

Thank you and regards

Mrs B Parker

Dear @Mrs B Parker and welcome to the Forum.

I wonder if you realise that you have posted this message on a publicly-accessible open website? This Forum is where customers discuss matters concerning energy. It is not viewed by OVO’s Customer Services staff.

In normal circumstances, a Moderator would redact information from what you have written, but they will not return until after the bank-holiday weekend.

However, I am able to advise you the best course of action for your dilemma.

If you, as the tenant, are required to submit meter readings, but are unable to do so online, then you can send them in a message on webchat via the Help Centre. Please ensure you provide enough detail for the staff member receiving this to know who you are.

Secondly, if your tenancy agreement states that you, and not the landlord are responsible for paying energy bills, then you require a fresh account in your name. OVO will not permit you to pick up an account used by a previous occupant of the flat.

You should ensure that you have a starting-reading for the meter(s) on the date your tenancy commenced. Normally this would be checked by the landlord when a new tenant moves in. It may be slightly more than the reading taken when the old tenant moved out, depending on how long the flat has remained empty. You are only liable for the consumption made since your Contract started.

A new account takes 4-5 weeks to be fully active. This includes a statutory 14-day “cooling off period” because an energy supply falls under the rules of a Financial Service.

If I have misunderstood the situation or you require further clarification, then please post again here. However, do not write any details here which should remain confidential.

I’ve edited out your personal details, @Mrs B Parker, there’s lost of handy info in this thread to help you get into your online account, that being said, @Transparent’s answer will steer you in the right direction. 

Trying to reset password so I can submit meter reading but not receiving any email to reset password. Been trying for several days. Nothing in inbox or trash.

Try spam folder also.

It’s a good idea to put the ovo e-mail address in your contacts too 

@kgreenhall and @whitehouse - I’ve moved your messages over here, as it’ll be really helpful for others in your situation to find all the info in one topic!

Check out the best answer for further info: