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Logging in
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:
- Go to My Account
- Enter your login email address and select Next
- Select Forgot your password?
- Click Send code to my email.
- 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
- Enter the code in the space provided on screen and select Verify
- 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:
- Go to My Account
- Enter your login email address and select Next
- Select Forgot your password?
- Click Send code to my email.
- Check your email, including the Junk/Spam folders, for the code, it’s valid for 5 minutes. If you can’t find it, you can start again to receive a new code
- Enter the code in the space provided on screen and select Verify
- 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:
- Check the spelling of your username and password.
- 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.
A code will be sent to the email address used to login to My Account. If you don’t receive the email, make sure to check your Junk/Spam folder. If you still can’t find it, you can get a new code by clicking Send again? on the verification screen.
For security, the code is valid for five (5) minutes only. When it expires you can request a new code by clicking Send again? on the verification screen.
If you are an additional account holder with full authority to manage this account,you’ll need to contact us
Registration
You can register for My Account if you're an EnergyAustralia residential or small business customer, and the main account owner.
You’ll need:
- Your account number (which can be found on your EnergyAustralia bill)
- Your email address
- To provide at least one type of identification (e.g. Driver’s licence, Passport or Medicare card number)
- To set up a 12-character password
Your account number is the number we use to uniquely identify each gas and/or electricity account that you have with us, and can be found 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 (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, we’ll send a code to the email address you have used to register for My Account. 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.
You can add or update concession details to be applied against your accounts to receive any eligible rebates.
EnergyAustralia provides electricity and gas concessions on behalf of State and Federal Governments. For details on our concessions and rebates, see the page relevant to your state:
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.
Residential
If you’d like to provide feedback about our new features, suggest improvements or report a problem, contact us.
Business
If you’d like to provide feedback about our new features, suggest improvements or report a problem, contact us.
Two-step verification
Two-step verification (also known as 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 can't access your account without also entering that code.
You can verify your identity using any of the following 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, we'll show your last-used method by default. You can choose any other method you've set up from the login screen.
For more information about two-step verification and the available methods, see our two-step verification FAQ.
Email verification is set up by default, so there's nothing you need to do to use it.
To set up another method, go to Profile > Login settings in My Account:
SMS: enter your mobile number and confirm it with the code we send you.
Google Authenticator: scan the QR code with the Google Authenticator app on your device.
For full step-by-step instructions, see our two-step verification FAQ.
I'm logged in now...
You can use My Account or our app to monitor your electricity usage. Any energy you fed back into the electricity grid plus credits you’ve earned.
How do I...
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 can update your billing preferences. Please speak with your financial institution for help in de-registering from BPay View.
Select the Concession Cards option on the main page and add your concession details.
Select the Payment Extensions option on 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, please contact us.
Once you’ve logged into My Account:
- Select Additional Account Holder from the main page
- Enter the details of the person you’d like to add as an additional account holder
- Select the level of account access you’d like them to have:
- Enquiry only (access to account information)
- Fully authorised (make changes to the account)
- 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.
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.