I’ve tried to access my account and I’ve got the message that my credentials aren’t recognisable. What do I do?

Your password should have included a lower and upper case letter, a number and a special character eg &, %, *, £. Your user ID is usually your email address. You should ensure you’re using an up-to-date web browser.

Or you can start afresh by resetting your account.

If you need help setting up or resetting your Online Account, visit our Accessing your Online Account webpage for more information.

We’ll never contact you out of the blue to ask for any of your personal or account information, such as your password or sign-in details.

Was this article helpful?

Please score it so we can improve and offer you more

 Members 13 people found this helpful