MyAccount support

I'm locked out of MyAccount

No problem - we’ll send you a link to unlock your account.

Unlocking your Account

1. Click “Unlock MyAccount” below

2. Enter your login email address

3. Click “Send Link to Unlock”

4. Check your email and click the “Unlock Account Link”

5. Once your account is unlocked, click “Back to Login” to try the login again

Unlock MyAccount

I've forgotten my login email address

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

MyAccount login

I've forgotten my password

If you log in with your Facebook, Google, Microsoft or Apple account you’ll need to follow their password reset instructions before attempting to access MyAccount again.

If you log in with an email address and password you can easily reset your password, or we can send you a code to log in with instead - it’s your choice.

Logging in with a code

1. Click Login to MyAccount below and enter your login email address

2. Click Next

3. Click "Forgot Password? Login with a code"

4. Click Send Code

5. Enter the 6 digit code we sent to your login email address

6. Click Login

7. Once you’re logged in, go to My Details -> Update Password to reset your login password

Resetting your password

If you’ve forgotten your password or just want to reset it without logging in:

1. Click “Reset Your Password” below

2. Enter your login email address

3. Click “Send Link to Reset”

4. Check your email and click the “Reset Password” link

5. Enter and confirm your new password*

6. Click “Reset Password”

7. Once your password is reset, you will be logged in to MyAccount

* Your password must be at least 8 characters and contain a lowercase letter, uppercase letter and a number. It cannot include part of your email or first name. It cannot be any of your last 4 passwords.

Reset your password

What does login with a code mean?

If you’ve forgotten your password, we can send you a one-time code to use instead. Once you’ve logged in, you can change your MyAccount password.

Logging in with a code

1. Click Login to MyAccount below and enter your login email address

2. Click Next

3. Click "Forgot Password? Login with a code"

4. Click Send Code

5. Enter the 6 digit code we sent to your login email address

6. Click Login

7. Once you’re logged in, go to My Details -> Update Password to reset your login password

MyAccount login

Why am I seeing an error code?

I'm seeing code 10

Your email address is already registered.

I'm seeing code 11

The activation link we emailed you has expired. You will need to start the registration process again and use the activation link before it expires in 7 days time.

Register to MyAccount

I'm seeing code 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."

Please 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.

I’m seeing code 23

Your MyAccount registration is not complete or activated. To complete your registration, find and open the email we sent to you with the subject ‘Activate MyAccount Profile’ and click the activation link provided.

If it’s less than 7 days since you registered and you can’t access the email with the activation link please contact us to have the email resent. Alternatively you can register with a different email address.

If it has been more than 7 days the activation link we sent you would have expired and you will need to register to MyAccount again.

How to resolve an expired activation link

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

If you still need help, please contact us.

We are here to help

If you can't find what you're looking for or you're locked out of MyAccount, please get in touch with us.

Let us call you back

Visit our Contact us page to get in touch and we'll get back to you as soon as we can.

Our contact centre operates Monday to Friday 8:00am to 8:30pm and Saturday 9:00am to 5:30pm excluding public holidays. Facebook chat is available Monday to Friday 9:00am to 5:00pm. All hours are AEST/AEDT.