Let us know what you d like to do:

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2 Thank you for registering your new Co-operative Energy online account. Your new online account has a fresh new look and brings home energy management right to your fingertips. Below you will find a guide to some of the things you can do. We are aware of a number of issues currently affecting customers and we re working to fix these. Click the Current known issues button for more information. Let us know what you d like to do:

3 Providing a meter read Under the Billing section, click on Enter Meter Reading Select your meter read type (gas or electric) in the clearly labelled tab. Then click the Enter Meter Reading button to provide your latest read. Entering your meter reading The meter reading page will open up a table displaying your last read. In the New Reading box highlighted, enter your new reading. Once you are happy with the figure you have entered, click OK at the bottom of the box. Next Back to menu

4 Confirmation your reading has been accepted A pop up message will confirm your reading has been accepted. Meter Read Error message If the reading you provide falls outside what we were expecting, you will see an error message. Please check your reading and re-enter it into the box. If it fails a second time, please contact us on Next Back

5 View my latest bill To view your latest bill, click on the Billing tab at the top and then select My Payments and Bills. The page below will open to provide you with a rundown of all payments and bills on your account. View your bill in more detail To view your bill in more detail, click on the dropdown menu next to the bill you would like to see. (Continued on next page) Next Back to menu

6 The table will then expand to show a short summary of the bill. To see more information, click on the Bill heading. Please note, due to essential maintenance, we are currently unable to provide a PDF download from your online account. If you need a copy of your bill, please follow the Archived Bill instructions below. Download a copy of your bill Here you will find a full summary of your bill. To download a PDF copy of your full bill, simply click on the Download button. You can then print your bill. If you click to download a bill that has been archived, you will see an error message. What is an Archived Bill? To view an Archived Bill, or if there s a problem downloading your latest bill PDF, click on the button below to request a copy of your Archived Bill.

7 Archived Bill What is an Archived Bill? An Archived Bill is either an old bill or a bill that cannot be displayed in PDF form. These bills are still accessible through the Archived Bill Request Form. View an Archived Bill? Under the Billing section, select Archived Bill Request. This will open the Archived Bill request form. Request an Archived Bill form Complete the form giving us the time period you would like bills from and to. We will then send you all bills that fall within this date range. For example, if you wanted to see a year s worth of bills, set the start date to a year ago and the end date to today s date. Once you submit the form, we ll put all the bills that fall within that date range in the post to you within 7 days. Back to menu

8 Make a payment To make a payment, click on Make a payment on your home screen. You will be taken to the Make a payment page. Make a payment page On the Make a payment page, you will be asked to enter: Amount - the amount you would like to pay Card number- the long number on the front of your card Expiry date - the expiry date of your card CVV / CVC - the three digits on the back of your card We recommend you make a note of your payment reference number for your record. If your card is registered for Authenticated Payment Program (3D Secure), you will be forwarded to your card issuer's website for identification. After completion of the verification process, you will be directed back to this site to complete the payment process. Next Back to menu

9 Payment confirmation Once your payment has been approved, you will see the payment confirmation screen. Press OK to close this window. Your payment will then be complete. Record of your payment On the My bills and payments page, your card payment will show up instantly at the top of your account activity table. Back

10 Changing your password To change your Password: Click on 'User Profile'. In the Edit password box, enter your old password, followed by your chosen new password. You will be asked to confirm your new password. Click OK to confirm your new password. You will now need to use your new password to login in to your online account. Forgotten Password If you have lost or forgotten your password, you can reset it through the Forgot Your Password link on the account login page. Follow the instructions to be sent a password reset link to you registered address. Back to menu

11 Change your user name Unfortunately you are not able to change your user name for your online account. We are currently working on this and the feature will be available shortly. If you do need to change the address which your bills and other communications are sent to, please call our customer service team on Freephone: or Forgotten User Name If you ve forgotten your User Name, click on the Forgotten Your User Name? link on the account login page. Back to menu

12 Enrol multiple accounts If you own more than one property, or hold more than one energy account with us, you can Enrol and view all of your accounts on your online account easily. To get started, click on Account(s). Here you will see the first account you enrolled in the box below. Click on the Enrol button to add another account. In the popup, enter the account number and account password of your additional account. You will now see your multiple accounts displayed in the box with your first account. You can manage them by clicking on View. View multiple accounts You can also invite others to view or manage these accounts. To do this, click on the Set User Access button below. Back to menu

13 Set User Access You can invite others to view or manage your accounts easily. Click on the Account(s) tab to view a list of your accounts. From this view, you can remove the account, invite someone or revoke access to view or manage your account. Add User Access to an account Click on the dropdown arrow next to the account you would like to grant a user access to. In the account menu drop down, click on the Invite button. Next Back

14 Type in the address of the person you would like to invite. From the drop down menu, select whether to grant this user Account Holder Types of Access Account Holder the user will have access to enter meter readings and edit other changeable account information. Guest the user will have access to view ALL account information. They will not be permitted to edit account information, including submitting meter readings. We will send an to the user you are granting Account Access to with full instructions of how to accept the access permissions. If they already have an online account with us, your account will be automatically added to their account from their login. If not, they will need to register for a new online account. Once they have registered, they will have instant access to your account. Once complete, you will see a list of all the Users who have access to your account on the My Account page under the account drop down button. Next Back

15 Remove User access to an account You can remove User access from your accounts easily in the same place. Click on the Account(s) tab to view a list of your accounts. Click on the Revoke Access button next to the User you would like to remove access from. You can also remove your own access from an account you no longer want to be associated with. To do this, click on the Remove My Access button. When clicking to remove your own or another users access, you will be asked to click to confirm your decision. Next Back

16 Current known issues We are aware of a number of issues which have affected a small number of customers during the early stages of our new Energy Online Service. These issues include: Some customers are experiencing a delay in receiving their quarterly bills and statements through their online account. This is an issue we are aware of. Direct Debit customers Delay in receiving bills and statements Please rest assured that your Direct Debit payment will continue to be taken to cover the cost of the energy being used and there is no action to take right now. Payment on receipt of bill customers To ensure your account balance does not fall into arrears, you have the option to make a one off payment through your online account. Please consider paying an amount similar to the account requested in previous bills that we have sent to you. Unable to change User Name This feature will soon be available through your online account. If you need to change your User Name, we can help you over the phone. Click here to find out more We are currently working to fix each of the issues above Back to menu