Hi there! I see your Octopus Energy app opens fine but it’s not accepting your email or password during login. Just to get started, have you recently changed your password or updated your email address? Also, have you tried logging in to your account on the website or just the app? This will help me narrow down the issue and guide you better.

not updated any email or password

Thanks for letting me know you haven’t updated your email or password. Since the app isn’t recognizing your login, but your details haven’t changed, it’s possible there might be a sync issue between the app and the server, or the app might have cached old data.

Here’s what I recommend to get this sorted step-by-step:

1. Try logging in via the website at https://octopusenergy.com/login using the same email and password you use on the app. This will check if the credentials are still valid on the server side.

2. Reset your password via the website if login on the site doesn’t work. Use the password reset link there. Sometimes the app’s reset links send you to the website anyway, and the website reset tends to be more reliable.

3. Clear the app’s cache or reinstall the app:
- Since you’re on Windows, clear any cached data for the app by removing temporary files or uninstalling and reinstalling the Octopus Energy app from your device. App cache corruption can sometimes cause login issues.

4. Make sure your device date and time settings are accurate: This can sometimes affect authentication.

If after trying these your app still doesn’t accept your valid login details, there may be a known app issue or account-specific problem. I can help escalate it to our support team then.

Let me know if you want me to walk you through any of these steps or if you’ve already tried some of them!

For reference, others have seen similar issues resolved by resetting password via the website or reinstalling the app1 5.

Are you happy to proceed with these steps?