Online Service FAQs
Here you can find a range of answers to help you with any uncertainties you might encounter when registering for and using the online service found under My Account. If you can't find the answer you need here, you can contact our Customer Care team on 0800 254 0000.
How do I register for the online service?
We’ve made this process really easy for customers - you’ll need your new account number and the email address that we hold for you to be able to register for the online portal. Once you’ve submitted this information to the Registration page, an email will be sent to you with a link to validate your registration request. You’ll then be asked to confirm your contact details and set a password. You’ll then be successfully registered for the online service.
I used the old online service, do I need to re-register?
Yes, please! This is really important as we’ve moved to a different system. To ensure that we keep your details secure, all customers will need to register to use the new online service. You should have received an email with a link to register. If can’t find this, you can access the online service via the website.
I don’t know my new account number, what do I do?
You can find your account number in the top right corner of your bill. If you don’t have a recent bill, your account number might have changed. Your new account number will be the same as your old (GEXXXX), but replace the GE with a 10. If this doesn’t work, please contact a member of our Customer Care team on 0800 254 0000, and they’ll be happy to help.
I used the old online service, but I haven’t received an email with my new account number, what do I do?
Don’t worry! We sent these between 14th and 28th February. It might be in your junk folder so make sure you check that too. Your new account will be the same as your old (GEXXXX), but replace the GE with a 10. If this doesn’t work, please contact a member of our Customer Care team on 0800 254 0000, they’ll be happy to help.
What information do I need to register?
We only ask for two pieces of information - your new account number and email address that we hold for you in order to register for the online service.
I have multiple accounts, do I have to register all of them?
No, you can enter one account number and this will register all of your accounts!
When can I register for the online service?
If you’re an existing customer you can register straight away! If you’ve recently switched to us, you can register as soon as you have your account number.
I’m not the only account holder, can we both register for the online service?
Yes, each account holder can have an individual log in as long as we hold each email address - just follow the standard registration process.
If you need to add an additional email address, please contact a member of our Customer Care team on 0800 254 0000, they’ll be happy to help.
Will I automatically receive online billing once I have registered?
You’ll need to change your statement delivery preference to receive bill notifications by email. To change this setting, select ‘Update your details’, then ‘Change statement delivery preference’ and select your preferred option. This will update automatically and your next bill will be sent via the online service.
What can I do on the portal?
There’s so much you can do on the online service:
- Submit a meter read (for the date you’re adding the read) and view your read history
- Set up a fixed Direct Debit (the payment will be taken the same date monthly or quarterly)
- Choose your statement delivery preference - we offer email or post
- View your next bill date, payment date and payment amount
- Notify us when you are moving home
- Make a payment
- View your transaction history
- Update your contact details
- View your usage
- Get in touch – just in case you need us
I’ve forgotten my password, what do I do?
Don’t worry! All you need to do is select the ‘Forgotten your password’ link. You’ll be asked to enter your email address and account number. You’ll then receive an email with a link for you to validate the request. Then you can reset your password.
I’m already registered, how do I sign in?
All you need to sign in is your email address and password.
Will I receive all correspondence through the online service?
No, it’s only bill notifications that you will receive via the online service. If you would like to change any other contact preferences, please contact our customer care team on 0800 254 0000.
Can I view all my previous bills in the portal?
As we have recently changed to a new system, only bills that were generated after the 9th January 2017 can be viewed in the portal. If you need a copy of a previous bill, contact our Customer Care team on 0800 254 0000 and they’ll be happy to arrange this.
How do I submit a meter read?
We’ve made it really easy for you to give us your meter readings. Start by selecting ‘Usage and Metering’ and then the supply type you want to submit a read for. Enter your read and submit – it’s as simple as that!
Here are some tips for entering a meter read:
- The read must be entered for the date you are submitting the read
- If a decimal point is needed, it must be a zero – do not enter any other number after a decimal point
Will my meter read show on my account automatically?
Don’t worry if your read doesn’t show on the online service for a few days – your read will need to be validated first, this is a normal part of the process. This is to make sure everything is correct. Once this is completed, your read will show on your read history in the online service.
How do I make a card payment?
You can only make a card payment if you have a balance owing on your account. Select the ‘Make a Payment’ button and you’ll be directed to enter the amount you want to pay and your card details. We’ll send you a confirmation email and your balance will be updated with your payment immediately.
How do I set up a Fixed Direct Debit?
Select ‘Enquiries’ and then ‘Setting up a Fixed Direct Debit’. You’ll be asked to enter your account details and the payment date which you’d like your payments to be taken.
Fixed Direct Debit is the only payment option that you are able to set up via the online service, but we do offer other payment options - you can find these on the back of your bill.
When will my Direct Debit be set up by?
You’ll receive confirmation in the post within 3-5 days to inform you of your first Direct Debit date.
What if I’d prefer to use an alternative payment method?
You can set up a fixed Direct Debit via the online service. We do offer other payment options:
- By telephone – call 0800254000 to pay by debit or credit card.
- By internet or telephone banking – quote Good Energy LTD, s/c 30-91-99, acc no 00463501 using your Good Energy customer account number as a reference.
- By post – please make your cheque payable to Good Energy LTD, adding your Good Energy customer account number on the back. Send this along with the completed payment slip on the front of your bill to Good Energy LTD, Monkton Reach, Monkton Hill, Chippenham, Wiltshire, SN15 1EE.
- By cash – Please do not post your cash payment to us. Cash payments can only be made at Lloyds Bank branches using the following details: Good Energy LTD, s/c 30-91-99, acc no 00463501 and using your Good Energy customer account number as a reference.
I am moving home, will my log in details change?
No, you’ll keep the same log in details. What’s great is that you can notify us of your home move through the online service! Select ‘Moving House’ in the top tab and complete all the relevant details and we’ll take care of the rest.
Who can use the portal?
You can register to use the portal if you are a domestic or small business (profile class 3 & 4) customer, as long as you have your new account number and email address that we hold for you on the system.
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