Your Online Account

If you've got a question about your online account, take a look at our answers to frequently asked questions below.

 

Worried about a security message?

We know that some customers are receiving a warning that our security certificate may be invalid.

The reason you’ve seen this screen is that we’ve updated the security certificate for our website.

Some older computers don’t recognise the authority that approved the certificate. This is why you’re getting the security warning.

There’s an option to continue to the website with a message saying this option ‘is not recommended’. If you choose to follow this link, our website is secure.

To make sure you don’t keep seeing that message, you’ll need to download a small system update directly from Microsoft. You can do this here. Please note, we’re not able to provide support when it comes to installing the above update.

If you’re not a Microsoft user please check with your systems provider for instructions on how to update your root certificates.

I’m having difficulty accessing my account, a security message is appearing, what can I do?

Some of our customers may be experiencing this issue due to updates being out of date on their PC or laptop.

If you use Internet Explorer, you'll need Internet Explorer 8 or higher to use this site. You can download the latest version on the Microsoft Internet Explorer pages.

If you use another browser, we recommend that you use the latest version available.

To check your security settings are up to date, see the Get Safe Online website. You can also see how to switch automatic updating on or off on the Microsoft or Apple pages.

How do I register to manage my account online?

To register to manage your account online, please click here.

You’ll need to enter your account number and your postcode (including the space) and select ‘Continue registration’.

On the next page, you’ll need to choose a username that no one else has (you can use your email address here). Then a password that must be at least six characters long, with no spaces or symbols. The password is also case-sensitive and must contain at least one letter and one number. Please keep the details of your password a secret.

The last two boxes are for your email address, you’ll need to enter this twice to help avoid any spelling mistakes. Then just tick the box once you’ve read and agreed to the Terms and Conditions, and select ‘Continue registration’.

We’ll then send you an email. Please click the link in this email which will take you back to our website. Once back at our website you’ll just need to enter the password that you chose and select continue which will log you into your online account.


I’ve forgotten my password, what should I do?

If you’ve entered your details incorrectly more than three times you may find that your account is locked out for 15 minutes. This is for your security to stop anyone from guessing your details and being able to access your bills.

To get you logged in again, we ask you to wait 15 minutes and then reset your password. Each time you try logging in with the wrong details, your account locks for another 15 minutes.

I’ve forgotten my username what should I do?

If you’ve forgotten your username, we can send you a reminder to the email address you’ve registered, along with instructions on how to reset your password. Just use our forgotten username form.

You’ll need to have the following information to hand:

•    Your account number

•    Email address

•    Your Postcode
 
If you’ve entered your details incorrectly more than three times you may find that your account is locked out for 15 minutes. This is for your security to stop anyone from guessing your details and being able to access your bills.

To get you logged in again, we ask you to wait 15 minutes and then reset your password. Each time you try logging in with the wrong details, your account locks for another 15 minutes.

If you don’t have your account number, you’ll need to contact us.

I've got two account numbers, I want to view both of my accounts together, what should I do?

We’ve made it really easy for you to register a second account on the same username.

Once you’ve registered online, you'll be able to add another account from the ‘Your Account’ summary page.

Just enter the account number of your other account. Once you’ve done this, click ‘Back to your account’ and you can to choose which account you want to view.

When I try and view my bill the page is blank. What should I do?

This usually happens if you’re not using the most up to date version of Adobe Reader. Please ensure you have the latest version by visiting www.adobe.com/reader and clicking the download/install button.

If you have a Mac, you will also need to set Adobe Reader as the default viewer for PDF files. To do this; please follow the steps below:

1.  Download a PDF file to your desktop and single-click on its icon while holding the control key (if you have a two button mouse, simply right-click). Then select ‘Get Info’ from the menu you’ve opened.

2.  Under the heading ‘Open with,’ the current default application for opening PDF’s is listed. If there is no application listed you may need to click the triangle to the left of ‘Open with’ so that it points downward to reveal the current setting.

3.  Click on the application listed (most likely ‘Preview’) to open a menu displaying additional applications. In this menu locate the most recent version of Adobe Reader.

4.  Click the ‘Change All’ button so that in the future Adobe Reader will open all PDF files.

5.  Click the Continue button to confirm that you’d like to change your settings.

6.  Close any internet browser windows you have open and then re-open them, logging in to our website to view your bill.

If you still experience problems, please use the 'Download Bill' link, which you can find next to 'View Bill' in the Your Account section of our website or contact us.

I've changed my email address, what should I do?

To make sure we can contact you about your bills, you’ll need to update your new email address to your online account.

To do this, please log in to your online account then select ‘Change your details’ on the left-hand side of the page, followed by the 'Change details' button.

You’ll then be able to delete the current email address and enter your new details. Once complete, scroll to the bottom of the page and click 'Next'. 

Finally, we’ll ask you to enter your password for security, followed by clicking the 'Confirm changes' button.

Once you’ve done this you’ll see a message confirming we’ve saved the changes and your new email address will be showing on the 'Your Account' screen.

What do I do to cancel my online registration?

If you'd like to cancel your online registration, log in as normal and simply click on 'Change Your Details', then select ‘Cancel Online Account Management’. 

Please note, for some of our price plans you must have an online account.

If the online account is a requirement of your plan, the option to cancel it won’t be available. In these cases, you’ll need to change your plan prior to cancelling your online account.