My Account My Online Account I’m a new customer and I can’t log in I’ve used my online account before but I can’t get in now I need to register or re-register my account How do I change the email address I log on with? How do I use my online account for the first time? I’m having trouble enrolling my account Why does the make a payment page tell me to pay more than I owe? Why isn’t my online account accepting my meter readings? I have not received a response to my email. How long will this take? Why has my bill been archived? How do I add another energy account into my online account? How do I share my account with another user? How do I remove access to my account from another user? Why hasn’t my payment shown up on my online account? I have multiple properties; can I manage them all in one account? I have an elderly parent or relative; can I manage their online account? My son or daughter is just starting out on their own; can I manage their energy for them online? What if I don’t want to use my online account? I can’t see any information in my online account I used the forgotten password or username feature but didn’t get an email Where can I see my previous bills? I’m unable to leave meter readings. What should I do? I'm unable to log in to my online account. What should I do? I have not received confirmation of my switch to you. When will I hear back? Does my information get shared with anyone? How long will I have to wait to speak to somebody? Direct debits My account is in credit, so why has my Direct Debit gone up? What happens if I cancel the Direct Debit at my bank? How often do you review my Direct Debit? Why has my Direct Debit amount changed? How do you work out my Direct Debit amount? Tariff What is an ‘online self-serve’ tariff’? What are your cancellation fees? Can I leave my fixed term tariff? Where do I find my Tariff Comparison Rate (TCR)? What happens if I decide to change my payment method? What discounts are available? I'm changing to a different tariff - how does it work? I'm on a Fixed Term Tariff – can I still change tariff? I have switched my payment methods, why has my standing charge changed? I am on a fixed term tariff, what happens if I stop paying by Direct Debit? How will you notify me if my tariff changes? What happens if my energy price changes? I am already a Co-operative Energy customer, can I switch to another Co-operative Energy tariff? How do I know if I'm on the right tariff for me? How long are my energy prices fixed for? What do price changes mean to me? Moving Out Will I be charged exit fees? When do I need to inform you that I am moving? Can I transfer my account to my new property? When will I receive my final bill? When will I receive my refund? Why do you need to know who is moving in to my property after I have vacated? Can I now cancel my Direct Debit? Moving In When will I get my first bill? Why am I receiving correspondence for the previous occupier? Where are my meters? I’m changing supplier after I have moved in to the property, how will you calculate my bill for the period I am with you until this happens? What tariff will I be placed on and how much will this cost?