OVO Charge Anytime - Just switched to OVO and can't log in

Hi @euge.86 , have you checked on the website for compatibility (charger etc)?

https://www.ovoenergy.com/electric-cars/charge-anytime

From there you will need to link your account first before you can do anything further.

You should also be aware that there will be a brief time before you can use Charge Anytime due to the smart meter needing to get back in sync

I was told that I only need to have a compatible car or charger. My charger is not compatible. My car is. I will check the link.

I did follow the link and downloaded the app. I still cannot log in using my OVO credentials.

Yes, that’s correct .. 

https://www.ovoenergy.com/electric-cars/charge-anytime

but be aware of the delay after switching as well 

I'm still in the cooling off period. Do I need to wait until the end of it?

Thank you. I didn't see that. 

Ok I just received an email saying "Charge Anytime is Yours". I still cannot login to the app. I connect using my Google account, and then I put my credentials (email and password), but still nothing.

I don’t know if this earlier response is of use … 

The Charge Anytime app is used for direct to vehicle (D2V) control. Where a customer has an eligible vehicle but does not have an eligible charger, they should use the D2V app. Where a customer has an eligible charger (regardless of whether or not their vehicle is eligible), they should use the charger app.

The difference between the two at the moment is that the D2V customer will see savings in their D2V app, whilst the charger customer can see savings in a page called “Your EV” in the My OVO account.

If a customer has an eligible charger and has downloaded the D2V app, they are likely to be setting schedules in multiple apps which will cause a conflict in commands being sent to charge the battery. As a result they may miss their ready by times and will probably not be able to reconcile their Charge Anytime credits.

I'm sure I don't have an eligible charger. But I'm just surprised I cannot log in on the app. Is there anyone I can contact at OVO to understand what's going on? When I call the customer service, they just put me on hold. There doesn't seem anyone knowing how Charge Anytime works.

Try the team at smarthome@ovoenergy.com they might be able to clear it up for you

That's the message I receive.

Hi @euge.86,

I can see you’ve called out being in your cool off period. Can you confirm when your supply start date is? 

Full access to your account or the OVO app won’t be available until some time after that, although you should be able to register an online account with a password. Please check the advice below (copied from this topic) which may help:

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.

• Request a password reset from the online account login page.

• 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. 

Thanks Tim. I have access to the OVO app. I don't have access to the Charge Anytime app. I'm still in the cool off period. My supply started on 12 July. Should I still reset the password, or just wait a few more days?

Hey @euge.86 

It may be worth being patient with it for a few more days, as although you have access to the OVO app, there may still be some details settling on the account that are preventing the Charge Anytime account from working as yet. You’re free to continue trying the password reset too, there’s no harm in trying but I can’t say it will speed things up in any way. 

If you emailed the smart home team as BPLightlog recommended, hopefully they’ll be able to confirm this and clarify the issue or let you know if it’s something different, feel free to share with us what the come back with and how you get on with this.

Hi Guys, some advice would be greatly received, I switched both supplies on the 20th Dc , I can log into the account but it states that it is still getting my account ready , any ideas on how long this will take as i need to use the charge anytime app but cant as it doesn't allow me to log in, chat with customer services has given me 3 different answers so  was wondering if any one else has had this issue ? thanks 

Hi @vince b OVO usually say it can take up to 6 weeks to completely finish. The holiday period won't have helped matters I suspect.

So am not surprised your account isn't ready yet.

If you still can't access the Anytime app in a couple of weeks you could try emailing the anytime team directly 

chargeanytime@ovo.com

I assume you have a compatible car?

Various help can be found here

https://www.ovoenergy.com/electric-cars/charge-anytime