MyAccount Help Centre

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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 Lumo Energy.

If the error persists, please contact us for assistance.

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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.

1. Close all active windows and tabs within your browser.
2. Open a fresh browser window and sign into MyAccount again.
3. 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 your account.

1. Return to the primary login screen.
2. Click on Register now to begin the process again, ensuring your customer 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.

If you receive an error message stating, "Sorry, the time limit to activate your profile and complete the registration has expired," it means that more than 7 days have passed since you requested your account activation link and you will need to restart the registration process again.

If you are still unable to resolve it, please contact us.