Octopus login "invalid credentials"

oap71

Hi,

For the upteen'th time we have not been able to login, error message "invalid credentials"

This time I've received an email to say your collecting our monthly payment this email usually arrive AFTER we get our monthly email statement, which usually arrives the day after the end of month usage

I've tried to reset our password but never receive a reset email! , and I do and change my email I get the acknowledgement email BUT when I try to re login I can't and get "invalid credentials" message.

I'm fed up with Octopus, so Im moving from them this has been going for nearly a year and they HAVE been able to resolve my login problem.

I'll NOT recommend them.


(Removed by Forum Team)

Rodders53

Sounds like formal complaint time and a possible goodwill credit if upheld.

Dogbyte009

This time I've received an email to say your collecting our monthly payment this email usually arrive AFTER we get our monthly email statement, which usually arrives the day after the end of month usage

Ever since I've been with Octopus the 'we'll be collecting your payment' email comes about a week before the direct debit date. It's never been related to the statement date.

[Deleted User]

https://forums.moneysavingexpert.com/discussion/6657176/octopus-login-invalid-credentials

Do you usually pay the same amount each month by DD, or the full amount of the bill?

If it's the full amount of your bill, then the bill itself is your advance notice.

If it is a fixed amount, Octopus usually advise the change in amount weeks in advance. Check the date when the advised amendment is effective from

If things are as you imply, then an advance notice issued later than the day of the bill will almost certainly put them in breach of the Direct Debit Guarantee (as the notice period would be insufficient)

ETA: Seems like you have been displeased with Octopus for a long time now

Octopus renewal to new fixed tariff — MoneySavingExpert Forum

GingerTim

https://forums.moneysavingexpert.com/discussion/comment/81902027#Comment_81902027

The OP's question is about being able to log in to the website.

@oap71 a couple of suggestions.

Have you tried using a different browser when you request a new password on the Octopus website?

If you are able to sign up for an account, I've found Octopus are the most responsive in solving a problem when contacted via a direct message on Twitter (the only reason I've retained an account is to get in touch with them!) You might want to try them there.

Have you complained to hello@octopus.energy ?

[Deleted User]

https://forums.moneysavingexpert.com/discussion/comment/81902039#Comment_81902039

The OP raised a number of issues they have experienced with Octopus Energy.

I don't see they actually asked any question.

I'm not sure why you quoted me (well I have my suspicions) . Have you read the nature of all the previous response posts in this thread?

Nice to see you are clearly taking a very keen interest in everything I post through, so thank you 😊

GingerTim

https://forums.moneysavingexpert.com/discussion/comment/81902077#Comment_81902077

Without wishing to derail the thread, I just checked and that was the first time I've ever responded to one of your posts - though this is the second time you've responded to one of mine.

Can't say I've noticed your username before. I was just replying to the latest post, as I often do.

EssexHebridean

https://forums.moneysavingexpert.com/discussion/comment/81902039#Comment_81902039

In the spirit of the simplest things sometimes being the solution too OP, you have definitely checked any spam folders, and the deleted items folder too in case for some reason the emails are being auto deleted? As well as a different browser, if you have the option of trying a completely different device I would try that too. That you are getting emails from Octopus rules out a typo in the email address I would assume, unless you have that autofilled on log-in with a typo in it?

The email confirming monthly payment being taken is related to your billing date - they just need to give you the requisite amount of notice of the DD being taken under the DD guarantee. With a standard monthly DD additional bills or statements being issued won’t make a difference to the amount and date of the payment being taken.