Sign-in problems

Sometimes updates are made to web pages but the changes can't be seen until you clear your cache (your recent browsing history).

If you've been asked to clear your cache, follow the instructions below for your device and browser.

Mozilla Firefox

Chrome for desktop

Chrome for Android

Chrome for iPhone and iPad

Microsoft Edge

Internet Explorer

Safari for Mac desktop

Safari for iOS (iPhone, iPad or iPod touch)

1. Go to the Sign in page, enter your email and select Continue.
2. Select Forgot password.
3. Confirm your email and select Continue.
4. Enter your 6-digit code and select Continue.
5. Enter a new password and select Set password.
    

For tips on creating a strong password and keeping it safe, visit Password security.

Please note:

• If you have 2FA set up on your mobile, you’ll need to enter a six-digit verification code.
• There might be a chance we’ll ask you to contact us to verify a few details. 
  
  

If you see this message, it means your login details have been found in a data breach. This could happen if you’ve used the same email and password for multiple online accounts and one of your other accounts has had a data breach.  

As a precaution you’ll need to change your password before logging in. To do this you need access to your email account. If you don’t have access, contact us for help.

We continually check the latest breach data from around the world, including recent breaches that aren’t yet widely known about. While we can detect when your details have been found in breach data, we can’t tell which website, app or service is the source of the breach.

Learn more about How we protect you.

If you've tried to log in too many times with an incorrect password, you'll be blocked.

To fix this, select 'Forgot Password?' on the Password screen.

1. Check if the reset password email is in your junk mail folder
2. Check if your inbox is full
3. If neither of these is the issue, try repeating the 'Change your password' process
4. If you still don’t receive the email, speak to your email provider to see if they've blocked the message. Otherwise you can confirm we sent the email if you chat with us.

1. Check your network connection. You’ll need a mobile device signal or Wi-Fi connection to receive an SMS
2. Check ‘Airplane mode’ is turned off
3. Check ‘Notifications’ are turned on. You won’t receive notifications if ‘Do not disturb’ is turned on
4. Check if your text message inbox is full. If it is full, you may not be able to receive messages
5. Try rebooting your device
6. If none of these are the issue, select ‘Didn't get a code? Resend' at the bottom of the 'Verify it's you’ page

If these troubleshooting tips don’t work, you can Contact us to confirm we sent the SMS.

1. Check your email address is correct
2. Check if the email is in your junk mail
3. Check if your inbox is full. If it is full, you may not be able to receive emails
4. If you’re using Hotmail, check your ‘Focused’ and 'Other' tabs
5. If none of these are the issue, select ‘Didn't get a code? Resend' at the bottom of the 'Verify it's you’ page

If these troubleshooting tips don’t work, you can Contact us to confirm we sent the email.

1. Check you’re entering the right number
2. Check you're using the most recent code sent to your email or SMS
3. Make sure you’re entering the code within five minutes of receiving it
4. Select 'Didn't get a code? Resend' at the bottom of the ‘Verify it's you’ page to request a new code and try again

You might not have access to My Account if you have:

• life support equipment registered to your account
• a commercial and industrial account
• a bulk hot water account.

If these don't apply to you, select 'Forgot your email address' from the Sign-in screen.

If you're still having trouble, get in touch.

If you see a message saying your account is already registered with a different email address, try logging in with another email address.

If that doesn't work, select 'Forgot your email address' from the Sign-in screen.

Still can't sign in? Get in touch with us.

If you haven’t registered for My Account before, you’ll need to create an account.