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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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Blastoise186
Super User
Blastoise186Super User
Super User
February 18, 2023

Hi @Fitzgerald ,Try clicking the “view on web” thing in the email. :)

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Jeffus
Rank 20
Jeffus
Rank 20
February 19, 2023

Hi @Fitzgerald

The most up to date information from OVO is currently on this page in case it helps 

 

F
Newcomer
Fitzgerald
Newcomer
February 19, 2023

Thank you Blastoise186 and Jeffus, I will try your suggestions.

F
Newcomer
Fitzgerald
Newcomer
February 27, 2023

I posted recently that I couldn’t create an online account. This was because the email link which was supposed to be sent never was. Later the link page said that there was a problem which was being fixed. Today I successfully submitted the form in order to get a link to create an account and lo and behold a link was actually sent to me. Then……. I filled in all my details and guess what, it said “Oops there has been a problem”, what a surprise.

Just what does it take to perform this ridiculously simple task?. 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    February 27, 2023

    I posted recently that I couldn’t create an online account. This was because the email link which was supposed to be sent never was. Later the link page said that there was a problem which was being fixed. Today I successfully submitted the form in order to get a link to create an account and lo and behold a link was actually sent to me. Then……. I filled in all my details and guess what, it said “Oops there has been a problem”, what a surprise.

    Just what does it take to perform this ridiculously simple task?. 

    @Fitzgerald honesty if it still isn't working i think your best bet is to try calling OVO and don't leave the call until you can see it is sorted ideally.

    I think we sign posted the most up to date info from @Tim_OVO last time you posted. 

    Mondays and Tuesdays are usually busy i understand, perhaps try Wednesday. 

    Not ideal i know... 

    It shouldn't be this hard as you say. 

    I don't work for OVO, i am just a customer like you. 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    February 28, 2023

    Hey @Fitzgerald,

     

    Really sorry for the issues you’re having,

     

    This similar topic may have some helpful advice:

     

     

    Renewable Energy? Big Fan.
    P
    Newcomer
    Payasyougo
    Newcomer
    December 1, 2023

    What is happening?  Been moved from SSE to OVO and cannot log in / create account, mobile app doesn't work and now cannot top up online, done twice and now can’t. Cannot reset password, not receiving email with link (checked spam too). Customer service useless if you have enough time to wait. Back to post office to top up before run out of power. Thought we’re in 21st century. The only reason to get smart meter was so I could top up at home. Surely someone was in similar situation so wander how to sort it out painlessly?

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    December 4, 2023

    Hey @Payasyougo 

     

    Sorry to hear about this.

     

    Are you trying to use the OVO Energy top-up app and not the my OVO app? There are 2, one of which is only compatible with Pay as you Go, this is the only one that will work for you. you can download the OVO Energy Top-up app from the Apple App Store or Google Play. 

     

    If this is the app you’re already trying, the best thing will be to reach out to the Support Team again as we don’t have access to accounts here to undertake the actions they can.

     

    The answers to these topics may also be helpful to you:

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    Newcomer
    Valeria
    Newcomer
    December 5, 2023

    Hello my name it’s *Edited by Mod* and I am trying to login in my account but it’s no work  and scout number doesn’t work. Please can you send the email from ovo 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      December 5, 2023

      Hi,

      Sorry but we can’t help with that here. Please contact OVO Support directly.

      Live Chat: https://ovoenergy.com/help 

      Phone: 0330 303 5063

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        OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

        OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

        OVO (S) Gas Limited is part of OVO Group Ltd