Simply head to Find a missing account and answer a few simple questions for us. We’ll use your answers to locate any missing accounts and return them back to your dashboard or join them with your other accounts.
If we can’t find them right there on the spot, we’ll ask for a few more details and dig a little deeper!
Looking for your LPG or broadband accounts? These aren’t in My Account yet, but we’re working on it. You can find more support for these products below.
Why does this happen?
To see all of your accounts in My Account, they all have to be under the same user profile. If the electricity is under your name, for example, and the gas is under your partner’s, you won’t be able to see them in the same My Account.
Your user profile is made up of your name, date of birth, phone number and email address. Sometimes, we’ll create a new profile instead of adding to your existing one if the details don’t match.
For example, if you have an existing electricity account with the contact number 0400 *** 305 attached, and sign up for a new natural gas account using your new number 0490 *** 444, our system won’t pick up that both services belong to you. Instead, a new customer ID and account will be created, meaning your electricity and your natural gas will live in two different places.
To make sure your accounts stay together in the future, keep your contact details up to date in your account, and be sure to use the same details when signing up for new plans online.