MyAccount Help Centre

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

1. On the MyAccount Login page, click Unlock Account below the login fields
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

Unlock MyAccount

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

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.

Reset your password

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 are still unable to resolve it, please contact us.

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 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.

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

1. Log into MyAccount using your email address or social login
2. Navigate 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, then 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 Lumo Energy containing your code
9. Input the code from your message on the authentication screen and click Verify to complete the setup

Your future verification codes will now be delivered via SMS.

1. Log into MyAccount via your username (email) or social login
2. Navigate to My Details and click on Unenrol Phone under the SMS Authentication section
3. Re-enter your password if prompted
4. You will be prompted to receive a verification code 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, the Enrol Phone button will appear.