My Account FAQs

Your username is the email address you used when you first registered with My Account. If your username doesn’t work, please check the spelling and try again.

If you forgot your password:

1. Go to My Account
2. Enter your login email address and select Next
3. Select Forgot your password?
4. Click Send code to my email. This provides extra security to protect your privacy
5. Check your email, including the Junk/Spam folders, for the code, it’s valid for 5 minutes. If you can’t find it, simply start again to receive a new code
6. Enter the code in the space provided on screen and select Verify
7. You then be able to reset your password and login to My Account

Please remember, your new password must be minimum of 12 characters long, with a mix of upper- and lower-case letters, special characters and numbers.

For your security, your account will be locked for one hour if the wrong password is entered five (5) times. You can try to log in again after an hour.

It depends if you updated your contact email address or login email address. The contact email address is the email we send your bills to, and your login email address is the email address you use to log in to My Account.

Do you have a username and a password? You need this information to log into My Account. Your username will be the email address you used when you first registered with My Account. 

If you forgot your password:

1. Go to My Account
2. Enter your login email address and select Next
3. Select Forgot your password?
4. Click Send code to my email. This provides extra security to protect your privacy
5. Check your email, including the Junk/Spam folders, for the code, it’s valid for 5 minutes. If you can’t find it, simply start again to receive a new code
6. Enter the code in the space provided on screen and select Verify
7. You’ll then be able to reset your password and login to My Account

Please remember, your new password must be minimum of 12 characters long, with a mix of upper- and lower-case letters, special characters and numbers.

If you know your username and password for My Account:

1. Check the spelling of your username and password.
2. Check if your temporary password reset link has expired.

Reset your password if you used the Forgotten password link.

A code will be sent to the email address used to login to My Account. If you don’t receive the email, make sure to check your Junk/Spam folder. If you still can’t find it, you can get a new code by clicking Send again? on the verification screen.

For security, the code is valid for 5 minutes only. When it expires you can request a new code by clicking Send again? on the verification screen.

If you are an additional account holder with Full Authority to manage this account, you can do so by linking the account to your own My Account

1. The original account holder needs to login to their My Account to start the process of 'Unlinking' their chosen account so you can then link it to yours
2. Login to your My Account
3. Select Profile, then Linked accounts
4. Select Link another account
5. Enter the account number and postcode
6. Answer the verification question and click Link account

Alternatively, you can contact us.

You can register for My Account if you're an EnergyAustralia residential or small business customer, and the main account holder.

You’ll need: 

• Your account number (which can be found on your EnergyAustralia bill)
• Your email address 
• You will be prompted to provide at least one type of identification
• You will also be asked to set up a password
   

Your account number is the number we use to uniquely identify each gas and/or electricity account that you have with us, and can be found on the front page of your EnergyAustralia bill.

We have the following security measures to keep your password strong and your access to My Account secure:

• Create a password that’s a minimum of 12 characters long, with a mix of upper and lower-case letters, special characters and numbers
• Don’t use a password that you’ve used before or that you use for other accounts
• Don’t reuse recent passwords
• Your account will be locked if an invalid password is entered more than five times
• To reset your password, a code will be sent to the email address you have provided in MyAccount. This provides extra security to protect your privacy. Please enter it in the space provided on the verification screen. You’ll then be able to reset your password.

Note: You can access our EnergyAustralia app using the same My Account log in details.

We have created a help page for My Account with step by step instructions for most functions.

You can add or update concession details to be applied against your accounts to receive any eligible rebates.

EnergyAustralia provides electricity and gas concessions on behalf of State and Federal Governments. For details on our concessions and rebates, see the page relevant to your state:

• Victoria
• New South Wales
• Australian Capital Territory
• South Australia
• Queensland

We aim to conform with level A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG). This website will be upgraded to Double A compliance over time. In some cases, content will be accessible to Level Triple A. 

If you have any trouble, questions or suggestions regarding the accessibility of this site or non-conformance, read our accessibility statement or contact us.

Residential

If you’d like to provide feedback about our new features, suggest improvements or report a problem, contact us.

Business

If you’d like to provide feedback about our new features, suggest improvements or report a problem, contact us.

Multi Factor Authentication, or two step authentication sounds complicated but it’s quite simple. It’s a two-step way of making sure that only you have access to the personal account data you’ve given to us. And it’s designed to give an extra layer of security and privacy by confirming that it really is you that is logging in to your account. We do this each time you want to log in to your account by sending a code to your email address. And because only you control these, it provides an additional layer of security.

All you need to set-up Multi Factor Authentication is to log in to My Account and follow the easy prompts.

If you haven’t already registered for My Account, you can find out all you need to know here.

You can easily add any missing accounts by using the following steps:

Step 1 – Add an account

1. Go to your Settings in the top right-hand corner next to the notification icon
2. Select Link/Unlink accounts from the drop-down options
3. Select either the Residential or Business drop-down
4. Enter the account number and postcode
5. Select Next

If the account is found, My Account will ask you to confirm your identity.
 

Step 2 – Confirm your identity

1. You will be prompted to provide at least one type of identification
2. If validated, the active account will be linked to your My Account profile

If you still can’t see your other account, check at the top of the main page to see if it says ‘switch to a different address’ and click on it to view it. 

You might not be able to add your electricity or gas account if:

• You entered the wrong account number
• You entered a date of birth that isn't linked to the account number
• You entered a different postcode to the service address for the account
• You’re not the main account holder for the account

You can add and manage all the gas and electricity accounts where you’re listed as the main account holder.

You can use your My Account or the EnergyAustralia app to monitor your electricity usage and any energy you fed back into the electricity grid plus the credits you’ve earned.

On the My Account main page go to Profile and select Contact Details. Update your details and select Save Changes. Your changes will be updated right away.

Go to Bill Delivery Preferences option on the main page and select email for each account you’d like to receive an electronic bill for.

If you’re a BPay View customer, you must de-register from BPay View before you can update your billing preferences. Please speak with your financial institution if you need help to de-register from BPay View.

Select the Concession Cards option on the main page and add your concession details.

Select the Payment Extensions option on the main page and submit your request for the relevant account.

You can only request one payment extension for each outstanding bill. This provides a two-week payment extension from your bill due date. If you need a longer extension or assistance, please contact us.

Once you’ve logged into My Account:

• Select Additional Account Holder from the main page
• Enter the details of the person you’d like to add as an additional account holder
• Select the level of account access you’d like them to have:
  • Enquiry only (access to account information)
  • Fully authorised (make changes to the account)
  • Financially responsible (responsible for payment and debt)

The nominated person will receive an email and can either accept or decline your offer. If they accept, they’ll be directed to a secure online form where they’ll enter their details so we will set them up in our system.
 

Once you’ve logged into My Account:

• Select Bill & payments from the main page
• Select Bill & payment history 
• Choose the bill you’d like to view
• Select Download bill
• Open PDF, view and save

Once you’ve logged into My Account:

• On the main page select Make payment for the account you wish to pay
• Enter your preferred payment amount 
• Select a card that you have ‘remembered’ or enter the details from a new card
• Select the Pay now button

You’ll receive a confirmation email when your payment has been submitted.