Hi, I am trying to log into My Ovo, but it needs me to reset my password because Ovo have moved the account to their new online system.
I get the email to reset my password and click through and write a new one and then get an error that says “Your password reset link is invalid or expired.”
I have tried sending a new reset link over 10 times and tried different devices. What am I meant to do as I am now late submitting meter readings.
Thanks.
Best answer by Nancy_OVO
Updated on 07/01/25 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.
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. See the advice below for some ideas to try, and 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.
You can reset your password by clicking here.
The criteria for setting a password is:
At least 8 characters
At least 1 upper case letter
At least 1 lower case letter
At least 1 number
At least 1 special character (!?£@#$%)
There are no known issues with the password reset platform and reset emails are typically delivered within seconds.
If you haven’t received the email then it’s usually caused by the following:
Your email inbox hasn’t refreshed
The email may have been delivered but hasn’t synced on the member's device/browser. This could be due to a network issue or because their email client is set to refresh on a schedule, e.g. every 15 minutes. Try refreshing this manually.
The email has been filtered as junk/spam
You should also check that you haven’t accidentally marked us as ‘Spam’ or blacklisted emails from hello@ovoenergy.com or noreply@ovoenergy.com.
The email address you’ve got registered has recently been changed on our systems and hasn’t had time to update on your online account
If you've changed your registered email address it can sometimes take up to 24 hours for this to update. In this case, try and request a password rest email the following day.
Check you’re using the most recent version of the app (try deleting and re-downloading for Android and iOS) or Google Chrome browser if logging in to your online account.
Try disabling any password managers that may be interfering with the login details you’re entering.
You should also try:
Logging in via the app if you can’t login via a browser (or vice-versa).
Using a different device or browser (Chrome is recommended).
Clear cache/cookies on browser.
Clear cache and app data then uninstall/reinstall the app.
Waiting a day for any changes you've made to update across all systems
If you've followed all of these steps and you're confident there's still a login issue with your online account or the OVO App then contact the Support Team. If you can provide as much of the the following information as possible we’ll then be able to forward this on to our Tech team if required:
Mention all actions you have taken already.
The correct email address that you’d would like to use.
Are you trying to login using the app or browser?
What device, OS and browser are you using?
Are there any specific error messages? This does not include 'Wrong Email or Password'.
How long has this been occurring?
Relevant screenshots are always welcome and useful.
Hope this helps get things sorted - There’s more great advice on our Online Account Tutorial Collection. 
Updated on 07/01/25 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.
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. See the advice below for some ideas to try, and 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.
You can reset your password by clicking here.
The criteria for setting a password is:
At least 8 characters
At least 1 upper case letter
At least 1 lower case letter
At least 1 number
At least 1 special character (!?£@#$%)
There are no known issues with the password reset platform and reset emails are typically delivered within seconds.
If you haven’t received the email then it’s usually caused by the following:
Your email inbox hasn’t refreshed
The email may have been delivered but hasn’t synced on the member's device/browser. This could be due to a network issue or because their email client is set to refresh on a schedule, e.g. every 15 minutes. Try refreshing this manually.
The email has been filtered as junk/spam
You should also check that you haven’t accidentally marked us as ‘Spam’ or blacklisted emails from hello@ovoenergy.com or noreply@ovoenergy.com.
The email address you’ve got registered has recently been changed on our systems and hasn’t had time to update on your online account
If you've changed your registered email address it can sometimes take up to 24 hours for this to update. In this case, try and request a password rest email the following day.
Check you’re using the most recent version of the app (try deleting and re-downloading for Android and iOS) or Google Chrome browser if logging in to your online account.
Try disabling any password managers that may be interfering with the login details you’re entering.
You should also try:
Logging in via the app if you can’t login via a browser (or vice-versa).
Using a different device or browser (Chrome is recommended).
Clear cache/cookies on browser.
Clear cache and app data then uninstall/reinstall the app.
Waiting a day for any changes you've made to update across all systems
If you've followed all of these steps and you're confident there's still a login issue with your online account or the OVO App then contact the Support Team. If you can provide as much of the the following information as possible we’ll then be able to forward this on to our Tech team if required:
Mention all actions you have taken already.
The correct email address that you’d would like to use.
Are you trying to login using the app or browser?
What device, OS and browser are you using?
Are there any specific error messages? This does not include 'Wrong Email or Password'.
How long has this been occurring?
Relevant screenshots are always welcome and useful.
Hope this helps get things sorted - There’s more great advice on our Online Account Tutorial Collection.
Update: I have managed to set up my account and password but I had to do it via the app and not Chrome.
+1Try using the MyOVO app. It runs a slightly different way :)
Why does this work with the App not on Chrome?
Why do I want to download an App just to communicate with an electricity supplier.. should work on the web.
+1It usually does work fine with both. It’s just a few edge cases where one needs to be used to kickstart the other
+1The answers to those questions don’t lie with me. The Support Team is best placed to investigate setup issues. I have also notified
+1What I can do however… Is bug report stuff like this.
I’m still gathering data and I’m not yet confident enough about having a root cause or likely culprit. I need more time before I can come up with a theory that’s reliable enough.
Did that, still wouldn’t work until I rang up and was told SSE is still migrating the accounts
+1That’s where it’s tricky. I’m aware of multiple possible reasons why this happens. Each of them no more or less likely than the others.
+2Vote for this if you are having a similar issue
Hey all,
Sorry about the issues you’re having,
I’ve just asked for an update on this issue, will report back to this thread when I get a response.
There is a wider issue I’m aware of which is affecting some customers, current advice is if you’re having an issue requesting a password reset please switch to a browser version. If you are using the Outlook Live app, we know can cause an error message.
We are also amending the wording on the password reset email to ask customers to use a browser rather than the app. If the error message does appear then we will be saying the same thing about using a browser.
Having just failed to activate my ex-SSE acct many times (password reset error), using both F-Fox and Edge on a PC, I can confirm that tryng again on an iphone did the trick! The pw reset took, and I am now logged in on PC. The probelm was compounded by Ovo sending the ‘lets set your pw’ email with a clicky button, which holds a token to identify the user, but I found it impossible to copy the whole caboodle to another broswer - I had to change my default to Edge just to try it. There seems no way to copy the link, complete with token - at least, not in my email program (Outlook).
But I am in now - I was on hold on the phone for ages (gave up), then ~300 in an online messaging queue - it got down to 270 before I had the iphone success. I did try a priivate browsing window on FF (could not get the link to open it), and turned off advanced tracking protection - nothing worked. Good luck to you all! Martin
+1You may need to wait a bit longer. Have you had an email from OVO yet?
I am sorted - I received every reset email with the annoying button, but they never worked (on PC) - but it did work on iPhone running F-Fox.
+1Something worth noting.
Due to complicated technical reasons I won’t explain here, ALL web browsers on iOS actually use the same WebKit engine Safari does, and ALL web browsers on Android actually use the same Chromium engine Chrome does. If the site works fine in one of those, it’ll work fine on all of them - but this only applies on mobile.
+1Hi
Try it again today, it should work now. If it still doesn’t, stop by this thread again
Hey
Sorry for the issues you’re having,
Can you please attach a screenshot on this thread so I can raise this internally, it may be a wider issue.
Just enter the email address that's linked to your OVO or SSE energy account. We'll email you a special link to set your password.
Check your connection and try again
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Hi - Is there any update please - seems you can email me to ask for an increase to my DD but not let me activate an online account
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Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
