Troubleshooting Intelligent Octopus Go setup and integration issues
Intelligent Octopus Go (IOG) lets Octopus Energy talk to your Ohme account so your charging can be managed automatically on the IOG tariff. The integration is set up in the Octopus Energy app, where you sign in to your Ohme account.
Most setup problems come down to one of these:
This guide walks through how the integration works, how to fix the most common setup issues, and if you’re already setup how to check which device you’re connected to.
How the integration works
Starting in the Octopus Energy app and following the prompts you can connect Intelligent Octopus Go to either:
- Your Ohme charger
- A compatible electric vehicle (EV)
- Heatpump
- Thermostat
- Battery
What you see in the Octopus Energy app depends on whether you have a compatible EV. If you don’t have a compatible EV: the app takes you straight to the Ohme login screen. Sign in with your Ohme account to finish setup. If you have a compatible EV and an Ohme charger: the app will only offer to connect using your EV at first. It won’t offer the Ohme charger option straight away.
Connecting your Ohme charger instead of your EV
If you’d rather connect your Ohme charger than your EV, you’ll need to fill in Octopus Energy’s request form first:
Once Octopus Energy has processed the request (this normally takes one working day), restart the Intelligent Octopus Go setup from the beginning in the Octopus Energy app:
- Start a new Intelligent Octopus Go integration.
- Select your eligible EV.
- Select your Ohme charger.
This time, instead of going straight to the EV login, you’ll be given a choice between your EV and your Ohme charger. Select Ohme and continue. This step is handled entirely by Octopus Energy, so if the charger option still doesn’t appear after a working day, contact Octopus Energy to check on the request.
How to check which device you’re integrated with
If you’re having charging problems after setting up Intelligent Octopus Go, the first thing to check is which device the tariff is actually connected to.
If it’s connected to your EV instead of your Ohme charger, both Octopus Energy and Ohme may try to control charging at the same time, Octopus sending schedules to your EV, and Ohme sending schedules to your charger. This clash can cause charging sessions to fail or behave unexpectedly.
If you’re integrated with your EV
Your EV will show at the top of the Devices tab. Charging will be managed by Octopus Energy.
If you’d rather use your Ohme charger, first disconnect the existing integration by following How do I disconnect from Intelligent Octopus Go?. Then restart setup in the Octopus Energy app and choose Connect via my charger when prompted.
If you want to keep the EV integration, we’d recommend deleting your Ohme account instead. This stops Ohme and Octopus Energy both trying to control your charging schedule at once. See How to disconnect my account from my Ohme charger for instructions.
If you’re integrated with your Ohme charger
Your charger will show at the top of the Devices tab (for example, Ohme Home Pro or Ohme ePod).
Tap Go to device controls in the Octopus Energy app to open the Ohme app, where you can monitor and manage your charging.
With the Ohme charger integration, charging is managed through the Ohme app only.
Troubleshooting login and integration issues
If you can’t get past the Ohme login step, or the integration keeps failing, work through common causes in order.
Reinstall the Octopus Energy app
This fixes most setup issues.
- Delete the Octopus Energy app.
- Download it again from the App Store or Google Play.
- Sign back in.
- Restart the Intelligent Octopus Go setup.
Reinstalling clears cached data and refreshes the login page used to connect to Ohme.
Turn off your VPN
If you’re using a VPN, try turning it off before starting the setup again. A VPN can sometimes block or interrupt the connection between the Octopus Energy app and Ohme.
Try a different device
If reinstalling doesn’t help, try completing setup on another device, for example another phone or tablet, or a friend or family member’s phone (signing in with your own Octopus Energy account).
This helps show whether the problem is specific to your original device, for example an issue affecting Android but not iOS, or the other way round.
Check your Ohme account details
Try signing in to the Ohme app directly. If you can’t sign in there either, the problem is with your Ohme account details rather than the Intelligent Octopus Go integration itself.
Check you’re using the right sign-in method
You need to sign in the same way you did when you first created your Ohme account. If your account was created with Apple, Google, or Facebook, entering an email address and password won’t work.
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