My Account Business FAQs

Your username is the email address you used when you first registered with My Account. If your username doesn’t work, please check the spelling and try again.

If you forgot your password:

1. Go to My Account
2. Enter your login email address and select Next
3. Select Forgot your password?
4. Click Send code to my email.
5. Check your email, ( including your Junk/Spam folders) for the code, which is valid for five (5) minutes. If you can’t find it, you can start again to receive a new code
6. Enter the code in the space provided on screen and select Verify
7. You'll then be able to reset your password and login to My Account

Please remember, your new password must be minimum of 12 characters long.

For your security, your account will be locked for one hour if the wrong password is entered five (5) times. You can try to log in again after an hour.

It depends if you updated your contact email address or login email address. The contact email address is the email we send your bills to, and your login email address is the email address you use to log in to My Account.

Do you have a username and a password? You need this information to log into My Account. Your username will be the email address you used when you first registered with My Account. 

If you forgot your password:

1. Go to My Account
2. Enter your login email address and select Next
3. Select Forgot your password?
4. Click Send code to my email.
5. Check your email (including the Junk/Spam folders) for the code, which is valid for 5 minutes. If you can’t find it, you can start again to receive a new code
6. Enter the code in the space provided on screen and select Verify
7. You’ll then be able to reset your password and login to My Account

Please remember, your new password must be minimum of 12 characters long.

If you know your username and password for My Account:

1. Check the spelling of your username and password.
2. Check if your password reset code has expired, as it's only valid for five (5) minutes. 

Reset your password if you used the Forgotten password link.

If you have email or SMS verification set up, a code will be sent to your registered email address or mobile number. If you don't receive it, check your Junk/Spam folder (for email) or make sure your mobile has signal (for SMS). If you're using Google Authenticator, open the app on your device to view your current code.

If you still can't find your code, you can request a new one by clicking 'Send again?' on the verification screen (this isn't available for Google Authenticator, as codes refresh automatically). 

For security, email and SMS codes are valid for five (5) minutes only. When they expire, you can request a new one by clicking 'Send again?' on the verification screen. Google Authenticator codes refresh automatically every 30 seconds, so you'll always see a current code in the app.

If you are an additional account holder with full authority to manage this account, you'll need to contact us.

You can register for My Account if you're an EnergyAustralia small business customer.

You’ll need: 

• Your account number (which can be found on your EnergyAustralia bill or Welcome Pack)
• Your service address postcode
• Your business name, exactly as it appears on your EnergyAustralia bill or Welcome Pack (including the same spelling, characters and upper/lower case where applicable)
• Your business contact details listed on your account (contact number and/or email address)
• To set up a 12-character password 

Your account number is the number we use to uniquely identify each gas and electricity account.

You can find your account number on the front page of your EnergyAustralia bill.

We have the following security measures to keep your password strong and your access to My Account secure:

• Create a password that’s a minimum of 12 characters long
• Don't use your username or email address as your password.
• Don't use your first or last name in your password.
• Don't use a common or easily guessed password.
• Don’t reuse recent passwords
• Your account will be locked for one hour if an invalid password is entered more than five (5) times.
• To reset your password, a code will be sent to the email address you have provided in MyAccount. Please enter it in the space provided on the verification screen. You’ll then be able to reset your password.

Note: You can access our EnergyAustralia app using the same My Account log in details.

We have created a help page for My Account with step by step instructions for most functions.

We aim to conform with level A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG). This website will be upgraded to Double A compliance over time. In some cases, content will be accessible to Level Triple A. 

If you have any trouble, questions or suggestions regarding the accessibility of this site or non-conformance, read our accessibility statement or contact us.

If you’d like to provide feedback about our new features, suggest improvements or report a problem, contact us.

Two-step verification (sometimes called multi-factor authentication or MFA) adds an extra layer of security to My Account.

Every time you log in, we'll ask you to verify your identity with a one-time code, in addition to your password. This means that even if someone else gets hold of your password, they still can't access your account without also entering that code.

You can verify your identity using one of three methods:

• Email: a code is sent to your registered email address.
• SMS: a code is sent to your enrolled mobile number.
• Google Authenticator: a code is generated in the Google Authenticator app on your device.

When you log in, you'll be presented with your last-used method by default. You can select any other method you've enrolled from the login screen. 

Email verification is set up by default, so you can use it straight away.

To enrol in another method, sign in to My Account and go to Profile > Login settings:

• SMS: select it from the Two-Step Verification section and enter your mobile number to verify it.
• Google Authenticator: select it from the Two-Step Verification section and scan the QR code with the Google Authenticator app.

For full step-by-step instructions, including what to do if you can't complete verification, see our two-step verification FAQ.

You can add or remove verification methods at any time. Sign in to My Account and go to Profile > Login settings to manage your enrolled methods. You’ll receive an email confirming each change. Note that email is always set up by default and can't be removed.

Yes. Google Authenticator is generally considered the most secure authentication option because the codes are generated on your device and never sent over email or mobile networks, making them harder for others to intercept.

All three methods provide strong protection for your account. The best method is the one you will use consistently. Because the codes are generated on your device, keeping your device secure with a screen lock and the latest software updates helps protect your account, and you should never share a verification code with anyone, as we will never ask you for it. 

Missing fuel accounts may be under a company/trust name and you may have logged in using your individual login, or vice versa. 

If in the past you could see accounts in different names (such as personal and business accounts), you’ll now need to log in with separate My Account logins, which may mean you need to register for My Account with a second email address.

Please contact us if you need help.

There are a number of reasons why you might not be able to add your electricity or gas account:                                 

• You entered a non-existent account number.
• You entered an ABN that is not registered to the account number.
• You entered a company name that is not registered to the account number.

You can add and manage as many gas and electricity accounts as you need in My Account.

You can use My Account or our app to monitor your electricity usage and any energy you fed back into the electricity grid plus credits you’ve earned.

On the My Account main page go to Profile and select Contact Details. Update your details and select Save Changes. Your changes will be updated right away.

Go to the ‘Bill Delivery Preferences’ option on the main page and select ‘email’ for each account you’d like to receive an electronic bill (eBill) for.

If you’re a ‘BPay View customer’, you must de-register from BPay View before you are able to update your billing preferences. Please speak with your financial institution for help in de-registering from BPay View.

Select the Payment Extensions option from the main page and submit your request for the relevant account.

You can only request one payment extension for each outstanding bill. This provides a two-week payment extension from your bill due date. If you need a longer extension or assistance you will need to contact us.

Once logged into My Account:

• Select  Additional Account Holder from the main page.
• Enter the details of the person you wish to add as an additional account holder.
• Select the level of access to your account you’d like them to have.

1. Enquiry only (access to account information)
2. Fully authorised (make changes to the account)
3. Financially responsible (responsible for payment and debt)

The nominated person will receive an email and can either accept or decline your offer. If they accept, they’ll be directed to a secure online form where they’ll enter their details so we will set them up in our system.

No, business accounts are not eligible for concessions. 
 

Once you’ve logged into My Account:

• Select Bill & payments from the main page
• Select Bill & payment history 
• Choose the bill you’d like to view
• Select Download bill
• Open PDF, view and save

Once you’ve logged into My Account:

• On the main page select Make payment for the account you wish to pay
• Enter your preferred payment amount 
• Select a card that you have ‘remembered’ or enter the details from a new card
• Select the Pay now button

You’ll receive a confirmation email when your payment has been submitted.