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

And as of today I still cant login to my OVO account :)

Yes after a yar of promises to get my account visible I still cant login to my ovo account here are the steps i have taken..

1 = Clicked First Time Logging In.

2 = Filled in Email Waited for Special Password (never Arrived)

3 = Checked junkmail and all other folders (Nothin, Zilch, Nada)

4  = Clicked Reset Password (never knew the password to begin wth)

5 = Filled in Email and as above nothing arrived..

6 = Called 0330 303 5063 (might aswell have spoke to myself no help at all)

7 =  GAVE UP.. went for a burger king..

I hope you enjoyed your burger king, I would’ve skipped straight to this step! 

Send us a message on Facebook, Twitter or webchat via the Help Centre so we can look into this, @wizwych.   In your message please confirm your name, DoB, account number and email address.

Hello. I have tried to reset my password gvien the new accounting system but no password reset email arrvies. It is not in my spam folder. I have done this several times but to no avail. 

I need to be able to login and submit meter readings, check my balance and more, 

Follow the advice in my last comment and we can get this sorted for you, @JulianE! :)

Bumping this topic, as I can see there’s been a few forum members reporting login issues over the weekend. Anyone here been effected at all?

I am having the same problem with no password reset email coming into my inbox.

I have checked junk/spam folders, checked email address is correct and tried yesterday and today. Still nothing

Hi @Spike_pkh ,

Sorry about that. I’ll ask @Tim_OVO to get someone to investigate further. From experience, I do know that some email providers are more reliable than others (and make fewer mistakes). Gmail tends to be better that Hotmail/Outlook with OVO.

If you’d like to change the email address on your account, the support team should be able to help with that in the morning. I think I have some ideas as to what’s happening as well. I’ll try testing something out later to see if I’m right.

Hi @Spike_pkh - did this ever come through in the end? Here’s the info we give (I’m just going to update our other log in topics with this now:

New to OVO, the registration process as it should be:

How do I sign into the online account?
 

It’s super easy – you just need your OVO ID or email address. If you have (or have had) multiple accounts with us, it’s best to always use your OVO ID rather than your email address.

You’ll find your OVO ID on your welcome letter or email, or at the top of any of your statements. If you’ve logged in before and already know your password, you’ll only need to do ‘step 1’.

Step 1: Get to your My OVO energy online account

To log in directly, visit https://my.ovoenergy.com/

You can also log in from the OVO homepage – take a look in the top right corner for the button that says ‘My OVO’.

Step 2: Set up a password

Look underneath the big 'Log in' button. Find the link that says ‘First time logging in?’, and click it.

Step 3: Give your email address

Type in your email address and click ‘Submit’. If you’ve got more than one OVO account, we might ask for your OVO ID too.

Step 4: Check your email

We’ll send you an email with a link to set your password – open it, create your password, and you’re in. The email is from 'no-reply@ovoenergy.com' – and the subject line will be 'My OVO password change request'.

It’s important that you set your password within 30 minutes, as the link will expire. If you don’t get an email straight away, it’s worth checking your ‘spam’ folder. If you’re a Gmail user, it may also be filtered into your ‘promotions’ folder.

Step 5: Sign in whenever you like

That’s it. You’ve got access to your online account. It’s easy to use wherever you are, on your computer, laptop, tablet or smartphone.

We’re constantly updating our online portal and app to ensure it’s the best version it can be for you! This, along with your device updates can cause login issues from time to time. 

When something’s gone wrong

If you’re having issues logging via our app, try deleting and reinstalling - ensuring it’s the latest version. Sometimes this is all it needs to iron out any issues.

If you’re on a computer, try and use Google Chrome (or at least, avoid using Internet Explorer) as your account is optimised for this browser. Clear your cookies and cache and try login again, here’s how to do that:

1. On your computer, open Chrome.
2. At the top right, click More .
3. Click More tools  Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
6. Click Clear data.

If you’re logging in with your email address, you may wish to try your customer ID. Reset your password as part of this process, as after you reset it, your account will automatically try to login.

If it’s still not letting you in, we’ll need a few details so that we can work out the issue:

1. Are you logging in using your email address or account number?
2. Are you using the app or the browser version of the site?
3. Can you send us a screenshot of the issue/error? If not please describe it in as much detail.
4. How long has this been ongoing for?
5. What device are you using? I.e iPhone 7, Dell laptop etc.
6. What software does your device use? This can usually be found in the settings section of your device.

Forward as much of the above info as you can onto the team and they’ll get on it! 

You can reach out to the team on Facebook, Twitter and our Help centre has online chat!

You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.

Nope, never came