How to log in to My Good Energy. About this user guide. Contents

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1 How to log in to My Good Energy About this user guide Following your registration for the online service, this user guide will take you through step by step how to log into the Good Energy online service, and help to explain what to do if you need assistance. If you ve got a question we haven t answered in the following pages, you can get in touch with our Customer Care team by ing customerservices@goodenergy.co.uk or calling between 8am and 8pm on weekdays (except bank holidays) and 8am and 1pm on Saturdays. Contents How to log in to My Good Energy How to update your password, security question or contact information Common Questions Getting in Touch

2 How to log in to My Good Energy To help you through the process, follow the screen shots below so that you ll know what to expect. To be able to log into the online service, you will need to have registered for online access (see the How to register for the online service user guide for this process) To be able to log in you will need: The address that you have registered with this will be your user name when you login Your password (this would have been selected by you when you first registered with us) Please note that the information above must match what we hold on your account. If you think you have changed any of these details since you joined us then please give us a call on so we can update our records. Step 1: Go to our online service web page at: Step 2: Fill in your user name and password in the top right corner Step 3: Once you ve entered your user name and password select Login Note: If you have forgotten your password, you can click the forgotten password link (this will be covered later in the guide)

3 Step 4: My Messages screen. You can now to navigate your online account and can do things like provide a meter read, view bills or change your personal details. See below screen shot for the home page of the online service Back to the contents list

4 How to update your password, security question or contact information Whether something s changed or you re simply spring-cleaning your security settings, it s easy to alter your password, security question and contact address. First, go to My personal details. Then head to the Login Details tab, which looks like this: customerservices@goodenergy.co.uk What you do next depends on whether you re looking to change your password, security question or address. So follow the relevant steps below: Changing your password Changing your security question and answer Updating your contact information

5 Changing your password Next to Password is the Click to Change link. Hit that and a pop-up window will appear. You ll need to make sure you have pop-up windows enabled to see this. Enter your new password, followed by Submit and that s it. Once we ve processed everything, we ll you to confirm the password change has gone through. Changing your security question and answer Hit the Click to Change link next to the Security Question field. Enter your password in the top box and then a question from the drop-down list of options that appears. You ll then see a space to enter your answer to the question you ve selected. Do that before hitting Submit. We ll then send you an to confirm the change. When you're picking a security question and giving your answer keep in mind that it should be easy to remember for you, but difficult to guess for others. That way, your details will be secure.

6 Updating your contact information You can let us know you ve changed your name, phone number or contact address using the Contact Details tab. Go to this screen and follow the instructions to alter your details. After that, it will take 24 hours for your updated information to appear on any new bills or documents. Changing your address doesn t automatically change your username. This will still match the address you used to register with us. At the moment the only way to change your username will be to delete your account and reregister. If you wish to do this, you will need to inform us of your new address so that we can register it on our system. Any bill or documented from before the 1 st July 2015 will automatically be re-added to your account. Back to the contents list

7 Common Questions What do I do if I have forgotten my password? If you have forgotten your password, you can arrange to get this reset on the online service. To do this you will need: Your user name (the address you have registered) The answer to your security question (this would have been set by you when you first registered) Your daytime telephone number (this will be your primary contact number) Once you enter your username, the security question will appear.

8 If I used to receive my bills by and now I need access to view my bills online, how do I register for the online service? If you have previously received your bills by , you ll have been automatically registered to the new online service. You do not need to register so please try and Log In to the new service following the steps below: Logging in Get started in just three simple steps: 1. Access the online service: 2. Enter your user ID: the address you use to receive your e-bills 3. Enter your temporary password: This is the postcode that your bills are addressed to (uppercase with no spaces). Once you ve entered your postcode, you ll be asked to change your password and set up a security question and answer to one that s easy-to-remember for you, but hard for others to guess Alternatively please contact our customer care team on between 8am and 8pm Monday to Friday or 8am to 1pm on Saturdays and one of our team will be able to help. Back to the contents list

9 Getting in Touch Hopefully you ll now have all the information you need to get going with your online service. We ve designed it to be simple to navigate, so we re sure you ll be up to speed in no time at all. But if you ever get stuck, or simply need to ask us a question about it, we ll be at the end of the phone or . You can write to the Good Energy Customer Care team on customerservices@goodenergy.co.uk or call Phone lines are open between 8am and 8pm on weekdays (except bank holidays), and from 8am to 1pm on Saturdays. On top of that, our common questions page is full of regularly updated information. Back to the contents list