My Account Help
How do I register for My Account?
If you have a single premises, please visit the My Account register page and follow the instructions.
If you have multiple premises for your business, please send us an email to firstname.lastname@example.org and we will set your account up for you.
To register your account, you will need:
- Your customer reference number
- Billing address & postcode (please note, your billing address may be different to your supply address)
- A valid email address that you have access to
If you’re registering multiple premises, you will need to have the above information for each business location.
Can I register more than one premises?
Please have the customer numbers and billing addresses of each business location to hand.
I haven't received my verification email
I've forgotten my password
What's new in My Account compared to ebilling?
My Account gives you secure access to view and manage account preferences, view real-time account balances, view and pay bills, set up a Direct Debit, view and submit meter readings, locate your water meter, as well as register for additional services such as waste water and much more.
To find out more about the benefits of using our My Account portal, click here.
I have an ebilling account - can I sign up to My Account instead?
Of course! There’s no need to do anything to your Ebilling account, just stop using it and sign up to My Account here.
I'm having trouble finding my address when trying to register my details or change my billing address
If you cannot find your address in the look-up section of the registration process or when changing your billing address details, this may mean that your address is not in the Postcode Address File (PAF)®. This may be because your address is new, and hasn’t been added to Royal Mail’s PAF dataset yet.
Once your address has been added to Royal Mail’s PAF, please try to register or update your billing details in My Account again.
I need to update my email address that's set up as an admin user
You’ll need to create a new user within the portal, you can do this in settings. Once you have added a new user with the email address required, please make this account an admin user and delete the user with the old email address linked to its account.
Can I download my bills from My Account?
Yes you can!
If you have a single premises simply go to the ‘Account Overview’ page and click ‘View latest bill’ or ‘View previous bill’ – this can be found under ‘Quick links’ (this page may take a few seconds to load while it retrieves your data, so please be patient). Click ‘view bill’ next to the PDF icon and a copy of your bill will download.
If you have multiple sites in My Account, select the premises first, this will take you to its Account Overview, where you can click ‘View latest bill’ or ‘View previous bill’ under ‘Quick links’ (this page may take a few seconds to load while it retrieves your data, so please be patient). Once you’re in, you can download your bills by clicking ‘view bill’ next to the PDF icon.
Will I still receive a paper copy of my bill if I sign up to My Account?
You will at the moment, however we are looking to move to paperless billing later this year.
I have a bill missing in the previous bills section
If there is a previous bill missing or you need more information, please let us know via email@example.com or give us a call 0345 357 2424.
Will My Account work on my smartphone?
Yes, our My Account portal will work on any mobile device, just go to the website in your preferred browser and login.
It's not working/I have an error message - what can I do?
If you are having issues with our My Account portal, please take a screenshot of what you can see/any error messages you’re getting and send them to us in an email: firstname.lastname@example.org. We’ll take a look and get back to you as soon as possible! If you have any issues sending us a screenshot, please give us a call on 0345 357 2424.
I've submitted a meter read but it's not appearing in meter read history
When submitting a meter reading within My Account, it is then passed onto our team who manage the data. Please note that your meter read may take some time to appear in your meter read history.
The billing period dates in the ‘My Bills’ section look incorrect
The dates displayed on the ‘My Bills’ page are your standing charges (which are not the same as volumetric charges). You can find your current and previous meter reading dates on the PDF version of your bill or in the ‘My Readings’ page. This is the consumption that you have been billed for.
I’m having trouble signing up an overseas billing address
If your billing address is overseas, please give us a call on 0345 357 2424 and a friendly member of our team will be able to set this up for you.
What do I do if I still have trouble?
If none of the above help with your issues, please call us on 0345 357 2424 or email us at email@example.com and a friendly member of our team will be on hand to help.
We’re always looking for ways to improve…
If you have a specific request or suggestion that will help us to improve our My Account portal, please fill out the form to the right.