MyAccount support

If you're locked out of MyAccount, we'll send you a link to unlock your account.

1. Click the Unlock Account button below. 2. Enter your login email address and click Next 3. Click Select 4. Click Send me an email 5. Open the email with the subject Unlock Account 6. Click the Unlock Account link inside the email, or enter the verification code on the MyAccount page 7. Enter your password when prompted and select Verify.

You will now be logged into MyAccount.

If you've forgotten your email address, please contact us for assistance.

Logging in with Third-Party accounts If you log in with your Google, Microsoft or Apple account you'll need to follow their password reset instructions before attempting to access MyAccount again.

Resetting your MyAccount password If you log in with an email address and have forgotten your password:

1. Go to the MyAccount login page by clicking the button below, enter your email address and click Next. 2. Click Forgot password? below the input field 3. Click Send me an email 4. Check your inbox for the email and click Reset Password, or enter the verification code on the MyAccount Reset your password page and click Verify 5. Enter and confirm your new password* 6. Click Reset Password

Once your password has been reset, you will be automatically logged into MyAccount. *Passwords must be at least 8 characters and include uppercase, lowercase, and numeric characters. Please ensure your new password does not use any part of your first name or email address, and has not been used as any of your previous four passwords.

If you log in with your social account, or with your email and password, you may be prompted to enter an OTP (One-Time Password) verification code via email (default) or SMS.

Please note: This code is for you only, don't share it with anyone. We will never ask you for this code.

1. Go to the MyAccount login page by clicking the button below and enter your login email address. 2. Click Next. 3. Enter your password and click Verify. 4. Click Send me an email to receive your verification code (if you don’t receive it, please check your spam or junk folder). 5. Open the email with the subject One-time verification code. 6. Enter the code on the MyAccount login screen and click Verify.

We are continually improving security across our digital platforms to help keep your personal information safe. This enhancement adds an extra layer of protection to your account.

This means that after entering your password or logging in using your social media, you'll receive a unique security code to confirm it's really you. You can receive your code by email (default) or SMS (optional).

Important: For your security, please do not share this code with anyone. We will never ask you for it.

Enrol in SMS verification

Before you can receive verification codes by SMS, you need to register the mobile number you intend to use.

1. Log in to MyAccount using your email address or social login. 

2. Go to My Details and click on Enrol Phone under the SMS Authentication section

3. Re-enter your password if prompted.

4. Click Send me an email to request a security code. 

5. Enter the security code received in your email and click Verify.

6. Click Set up in the phone settings area.

7. Enter the mobile number where you want to receive your security codes and click Receive a code via SMS. 

8. Locate the text message from Red Energy containing your code.

9. Enter this code on the screen and click Verify to complete the setup.

On your next login, choose Verify with something else when prompted, then select Phone. From then on, all verification codes will be delivered via SMS. Unenrol from SMS verification

1. Log in to MyAccount using your email address or social login. 

2. Go to My Details and click Unenrol Phone under the SMS Authentication section.

3. Re-enter your password if prompted.

4. You will be prompted to receive a verification via email or SMS. Click Send me an email or Receive a code via SMS. Alternatively, click Verify with something else to change these options around.

5. Enter the code sent via email or SMS and click Verify.

Once unenrolment is complete, you will return to My Details, where the Enrol Phone option will appear again.

I'm seeing code 10: Your email address is already registered.

I’m seeing code error 18: We can’t link your account using the details you have entered. Please check that you haven’t missed anything, your name is spelt correctly and your details match the information you provided when signing up to Red Energy. If the error persists, please contact us for assistance.

I'm seeing code 20: If you encounter an error message stating "We're unable to complete your request at this stage. Please try again or contact us and quote code 20", follow these troubleshooting steps before contacting support.

Step 1: Refresh your browser session

This error often stems from a brief technical glitch that a simple session refresh can resolve.

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  Close all active windows and tabs within your browser.

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  Open a fresh browser window and sign into MyAccount again.

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  Upon logging in, you should be redirected to the Link Your Account page. Attempt to submit your information once more.

Step 2: Re-initiate your registration

The system will terminate your current attempt if there have been more than three unsuccessful tries to link to your account.

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  Return to the primary screen

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  Click on Register now... to begin the process again, ensuring your customers details are entered with care.

If you have followed both steps and the issue persists, please contact us for assistance and mention that you are seeing error code 20.

Activation links expire after 7 days. If you see the message "Sorry, the time limit to activate your profile and complete the registration has expired", you will need to restart the registration process.

If you still need help, please contact us.