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

still cant log in to my account done as you advised when I click on first time logging in I get nothing had this problem for months I am getting a bit fed up with this .

Hi @Spike_pkh and @clatch ,

Just a quick thought. What email provider do you use? Please don’t reveal your email address, but I was just wondering whether you’re using Hotmail/Outlook.com by any chance?

I’ve known Hotmail to be very unreliable with handling emails from a bunch of online services over the years and Microsoft has a nasty habit of completely blocking legitimate emails (while completely failing to catch tons of blatantly obvious spam). Having checked things over using Hotmail, Gmail and my own personal domain that runs on my own server, Hotmail was the only one that messed up.

Still having the issue after posting here, emailing OVO and trying numerous times.

I use Hotmail however all the other OVO emails come through just fine, so blaming them doesnt seem like its the right thing.

After emailing OVO with a list of issues I have and receiving a response in which it was obvious they didn't even read my email and just sent a generic complaint reply, I have basically given up with this company

Thanks for letting me know @Spike_pkh .

I’m sorry to hear about the email reply you had. If there’s any issues on that list you think I might be able to help with, please do feel free to fire up a new thread and I’ll be happy to go through them.

As for the email password reset issue, I think I know exactly what the problem is. This is definitely related to something I’ve seen before. I’ll do some more checks on my theories just to be safe and then ask for that to be looked into. I was planning on changing my password anyway. Please leave that one with me.

Hi all,

No matter how many times I login or request a new password I never received the mail.  Junk, spam and all folders checked. App downloaded. No luck

Most grateful for any ideas?

Hey there @CinderKona !

Sorry about that. I just wanted to ask if you’ve ever managed to login to MyOVO by any chance? If you’ve not done so before, you’ll want to use the First-Time Logging In option to get your account set up.

The other trick to try would be using the OVO Energy app for Android and iOS. The apps use the same account as MyOVO, so if it works there, you should be able to get in. I’m a really good puzzle solver, so I might be able to help you get this figured out.

Let us know how you get on. We’ll be here if you need a hand.

Hello,

Thanks for replying - no i could never login. I was told as a new customer that it would take2 days - that was a week ago.

I have downloaded the app. I work in IT so i know the issue is not on my side.

Thanks for confirming. I work in cybersecurity myself, so figuring this stuff out is something I specialise in. My next guess would be whether you’ve tried using it via the website at all? If you’ve only recently switched, you can’t always login until two weeks after you signed up, as it takes this long to come on-supply.

It’s most likely that your account hasn’t been fully set up yet, but you may want to check with the Support Team to make sure the correct email address is on record. I also know that Gmail tends to be more reliable than Hotmail/Outlook and Yahoo Mail when it comes to email deliverability - the spam filters deployed by Microsoft block far too many legitimate emails while failing to block most of the actual spam that it’s meant to zap.

But yeah, my guess would be that the account isn’t set up correctly or there’s the wrong email address. Should be an easy fix. But please try on the website first - the app won’t work unless you’ve gone through the first-time setup flow.

If needed, you can also raise this as a bug report here and @Tim_OVO will be able to forward it in the morning directly to the right team.

HI,

yes thanks - it will take 6 weeks to set up and that is the issue.

Seems excessivelylong - oh well.

I’m trying to set up an online account but can’t do so because the link to create an account password doesn’t work. any advice?.