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Troubleshoot your MyENGIE registration and login
We're sorry that you're having trouble accessing MyENGIE.
If you're using the MyENGIE app on your mobile phone, the first thing to try is checking for app updates.
How to update the MyENGIE app
- For Android, go to the Google Play Store.
- For iOS, go to the App Store.
- If an update is available, an Update button will be shown on the page instead of the Open or Get button.
We're here to help
- If you continue to experience issues, please explore our FAQ below.
- You can call us on 13 88 08. We're available Monday to Friday, 8am to 7pm AEST.
- You can also contact us online.
Frequently asked questions
How do I reset my MyENGIE username or password?
- On the MyENGIE login screen, select Forgot username or Forgot password.
- Enter your MyENGIE customer number (found on page 1 of your bill) and email address and select Submit.
- If you have forgotten your username, it will be sent to the email address linked to your account.
- If you have forgotten your password, a link to reset it will be sent to the email address you provided. Click on the password reset link to complete your password reset.
Username and password correct but still experiencing login problems? Call 13 88 08 (Monday to Friday, 8am to 7pm AEST). You can also contact us online.
Will my MyAccount login details work for MyENGIE?
No. Your previous MyAccount login details will not work for MyENGIE. Please register for MyENGIE. Your account information and preferences will be transferred from MyAccount to MyENGIE.
I need some further instructions on registering for MyENGIE.
- Register for MyENGIE on your computer
- Alternatively, download the MyENGIE app from the Apple App Store or the Google Play Store.
- For residential customers, register using your customer ID, postcode, and date of birth.
- For small business customers, register using your customer number, postcode and ABN.
Note: You can find your customer number on the front page of your bill. - Enter your email address.
- Create a secure password.
- Set up 2-factor authentication by selecting the Send Code button.
- Enter the code sent to your mobile number.
- After entering the code successfully, you'll see a screen informing you that your account was successfully created.
- Sign in to check if your account was successfully registered.
We're here to help. Call us on 13 88 08 (Monday to Friday, 8am to 7pm AEST). You can also contact us online.
I have registered for MyENGIE but can't log in
Check you have entered the right username and password.
For security purposes, your account will be locked if you make more than 5 unsuccessful login attempts within 24 hours. Please call us to unlock your account on 13 88 08 (Monday to Friday, 8am to 7pm AEST).
We will never ask for your password to unlock your account. We will ask you some security questions so that we can verify your account.
If you are using the MyENGIE mobile app, please check that you have the latest update installed. You can do this by following the instructions at the top of this page.
I get an error message when attempting to register for MyENGIE.
Check that all the information you have entered is current. This includes your customer number, postcode, date of birth, and ABN (for small businesses). Your customer number can be found on the first page of your bill.
If you are still having issues, we're here to help. Call us on 13 88 08 (Monday to Friday, 8am to 7pm AEST). You can also contact us online.
I'm having trouble downloading the MyENGIE app
If you have attempted to download the MyENGIE app and received a warning message that the app is not supported, you may need to update your phone's operating system first.
Learn how to update your iPhone.
Learn how to update your Android phone.
Have a question? Genie is here to help!
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