Your online account

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

 

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

  • To reset your password, please visit our forgotten password page.
  • Your password can be any combination of letters, numbers, underscores and hyphens between 6 and 20 characters long. It must contain at least one letter and one number.
  • If you’ve entered your details incorrectly more than five times you’ll be locked out of your account for one minute. To get you logged in again, please wait one minute and then try again. There's no need to contact us.

I've forgotten my login ID, what should I do?

  • When you log in, your ID can be any of your registered email addresses, your account number or your registered username if you have one.
  • If you’ve entered your details incorrectly more than five times you’ll be locked out of your account for one minute. To get you logged in again, please wait one minute and then try again. There's no need to contact us.
  • If you no longer have access to your registered email address, please use our reset your ID process to reset your login details.
  • If you can’t remember your password, please visit our forgotten password page.

How do I register to manage my account online?

You can register to manage your account online here

What you’ll need to do:

  • First you’ll enter your account number and your postcode (including the space) and select ‘continue’.
  • Enter your email address twice to avoid any spelling mistakes.
  • You can also provide a secondary email address and mobile phone number. We’ll update your account with this information. Giving another email address and phone number will make it easier and quicker for us to get you back into your account if you forget your login details and will also mean we can contact you for other customer service reasons.
  • Once you’ve read and agreed to the terms and conditions, just tick the box and select ‘continue registration’.

To activate your account:

  • You’ll be sent an activation link either through the post or by email. Click the link in the email to set your account password. If you get a letter please follow the instructions we send you.
  • Your 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.
  • Once you’ve set your password, your registration will be complete and you’ll be logged into your online account.

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:

  • Log in to your account then select ‘change your details’ on the left-hand side of the page.
  • Select the 'change details' button 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?

  • Log in to your account and click on ‘change your details’.
  • Select ‘cancel online account management’ and follow the instructions on screen

I’m having problems looking at my bills, what should I do?

You can view your bills online at any time.

If you try to look at your bill but it’s blank or there’s a problem, try the following:

  • Check you’re using the latest version of Adobe.
  • If you’ve got an Apple Mac you’ll also need to set Adobe as the default reader for PDFs.

If you’re still having problems, use the ‘Download bill’ link, next to ‘View bill’ in your account.

How do I add multiple accounts to one login ID?

Once you've registered and activated your online account, you can add multiple E.ON energy accounts to one login ID by logging in, going to 'change your details' and then 'add a new account'. This means you'll be able to log in and manage your accounts in one place, saving you time and hassle.

If you're not able to add an account, you'll get an error message but we'll be aware and sort this out for you.

You can also only add up to 20 accounts to one login ID.

I've entered my last payment amount but it's not been accepted. Why is this?

You'll need to wait 24 hours after you've made your last payment before using your last payment amount for verification. This is to allow us to process your payment and update our system.

If you'd like to activate your online account sooner, please enter your last invoice number instead. This can be found at the top of your last bill.

I've entered my last invoice number but it's not been accepted. Why is this?

There may be times when we've sent you your latest bill but you've not received it yet as it's still in the post. This could mean you're entering the last invoice number you've got, but it doesn't match the new one which is on its way to you.

If you're trying to enter your last invoice number and you're getting an error message, you can enter your last payment amount instead. Please enter this in pounds and pence without the pound sign.