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 Why has my bill been archived?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 Service Where can I see my previous bills? I’m unable to leave meter readings. What should I do? How do I use my online account for the first time? I'm unable to login to my online account. What should I do? Looking for a bill? I have not received confirmation of my switch to you. When will I hear back? I have not received a response to my email. How long will this take? 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? Co-op online December 2016 How can I switch to the Co-op Online, online self-serve tariff? 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? Prepayment Where can I find my PID (PurchaseID)? How do I get a new Prepayment top-up card? Smart meters How do I take a reading from a gas smart meter? How do I take a reading from an electric smart meter? Membership Do I have to have to redeem my Share of the Profits collected from my Energy spend on Energy services? Can I redeem my vouchers off my Energy bills? Can I use my current Co-op membership card to collect points on my Energy spend? How do I register for online access to my membership account? How will I receive my Share of the Profits? How do I accumulate points and what are they worth? I am already a member of a Co-operative other than Midcounties. Do I need to join again to switch to Energy? My membership card does not start with 63317495. What should I do? Where can I find my membership number? How do I become a member of The Midcounties Co-operative? What does ‘membership’ mean? Meter What do Independent Gas Transporters (IGTs) have to do with my switch? Meter readings What happens if I give you a wrong reading? My online account won’t accept my meter reading What if I don’t provide a reading for a while? How can I submit my meter reading?