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Troubleshoot your MyENGIE registration and login

We apologise you are having trouble registering for or logging into your MyENGIE account. 

If you are using app, please make sure that you are on the most up to date version; 1.3. You can check this by: 

  1. Opening the App Store.

  2. Tap your profile icon at the top of the screen.

  3. If you are an iOS user, scroll to MyENGIE Australia if it has an 'Update' button on the far right, then you will need to update. If there is an 'Open' button to the far right, then you are on the latest version. 

    If you are an Android user, tap to 'Manage apps & device' and then 'Manage'. Scroll to MyENGIE Australia. If it is labelled "Update available" tap to update. 

If you continue to experience issues, please explore our FAQs below or get in contact with us, we'd be happy to help.

Frequently asked questions

Will my MyAccount login details work for MyENGIE?

No. Your previous MyAccount login details will not work for MyENGIE. Please register for MyENGIE first and then you will be able to sign in. All your account information and preferences will remain the same.

I need some further instructions on registering for MyENGIE.

  1. Go to the MyENGIE web portal or download the MyENGIE app from your app store.
  2. Click on the register link, above the email and password fields, to register your profile.
  3. Select residential or business customer.
  4. For residential customers, enter your customer ID, postcode, and date of birth for validation. For small business customers, enter your customer number, postcode, and ABN for validation.
    Note: You can find your customer number on the front page of your bill.
  5. Enter your email address.
  6. Create a secure password.
  7. Set up 2-factor authentication by clicking the Send Code button.
  8. Enter the OTP sent to your mobile number.
  9. Upon successful submission, you will see a screen informing you that your account was successfully created.
  10. Sign in to check if the account was successfully registered.

If you need some further assistance, please call us on 13 88 08 (Mon-Fri, 8am – 7pm AEST).

I have registered for MyENGIE but now I am having trouble logging in.

Check you have entered the right username and password. 

If you are logging in via the app please make sure that you are on the most up to date version; 1.3. You can check this using the instructions at the top of this page. 

For security purposes, your account will be locked if you make more than 5 unsuccessful login attempts within 24 hours. You will need to contact ENGIE via our Contact Us or call 13 88 08 (Mon-Fri, 8am-7pm AEST) to unlock your account. We will never ask for your password to unlock your account, but will ask some security questions so we can verify your ID.

 

Forgotten your username or password?

  1. On the MyENGIE login screen, click Forgot username or Forgot password. 
  2. Enter your MyENGIE customer number (found on page 1 of your bill) and email address and click Submit.
  3. If you have forgotten your username, it will be sent to the email address linked to your account.
  4. If you have forgotten your password, a link to reset it will be sent to the email address you provided. Click the password reset link, complete the New Password, and Confirm Password fields to complete your password reset.
  5. Username and password correct but still having login problems?
  6. Simply contact us via our website's online chat function or call 13 88 08 (Mon-Fri, 8am-7pm AEST). 

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, please contact us online or call 13 88 08. (Mon-Fri, 8am - 7pm AEST

I am having trouble downloading the MyENGIE app.

If you have attempted to download the MyENGIE app and received a software version not supported message, you may need to update your phone operating system first.

I have forgotten my password.

If you have forgotten your current username or password, at the MyENGIE sign in, simply select ‘Forgot Username’ or ‘Forgot Password’ and follow the prompts.

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