Please help me with EDF MyAccount

AstonSmith

Hi, I'm not sure if this belongs in the Energy subforum or here. I'm hoping I missed something obvious because otherwise I guess it's a frustrating phone call ahead.

I'm trying to register with EDF for a MyAccount. I have the account number, starting with "A", postcode and other details I believe are needed. What I can't work out is how to do it.

The help page here: https://www.edfenergy.com/help-support/faq/how-set-myaccount-manage-your-account-online says "You'll find answers for your type of account in our help centre for account numbers that start with 'A'. You just need to log in or sign up to MyAccount first." which is a circular loop because I can't register to log in, etc.

I tried the link also mentioned on that page for accounts starting with "67", https://my.edfenergy.com/myaccount/user/register but it doesn't seem to load at all.

Lastly I tried to put my e-mail address in the login field, but it says a password is required. (Some sources on the web suggested I'd be able to select to "set up for home" after clicking login). Attempting to reset the password with that e-mail address claims it sent a mail, but nothing appears - and there's definitely nothing in the spam folder. I have checked multiple times. I guess you can't reset a password to a non-existent account anyway.

So… what am I missing here?

jaybeetoo

First time using MyAccount?

It's easy to get logged in - just use the same log in details you use for MyAccount mobile. If you haven't used MyAccount yet, just enter your email address, follow the 'Forgotten your password' link above and we'll send you an email to reset your password - then you're good to go!

AstonSmith

https://forums.moneysavingexpert.com/discussion/comment/82135416#Comment_82135416

I've tried that but nothing is appearing. I've also re-sent it 3 times from the button and nowt.

jaybeetoo

Have you tried registering in the app? Are you using the same email address as when you swapped to them? Have you checked your junk or spam email folder?

Newcad

From what you describe, particularly with not getting any email reply to a change password request, then it may well be that when you originally gave them you email address you had a typo in there.

Than that happens quite often when people are giving their email.

If they have an incorrect email address recorded for your account, then that's where the change password emails are being sent to (and probably bouncing back, but it's automated software nobody monitors for bounce backs).

You will need to contact their customer support to find what email address they actually have registered for you and correct it if necessary.

AstonSmith

I haven't given them my e-mail address before this registration attempt. I didn't "swap" to them, when my father died they transferred the account when I sent them the death certificate. They did this to preserve the meter credit. I still have the response letter.

There's no typo in the e-mail address I'm providing on the form, and there's still nothing in the junk folders. I guarantee it.

I haven't tried the app yet, but it does say that they don't support the app for prepayment. (The objective of this exercise is to get off prepayment, or at least have a better way of topping it up than the physical key.)

WiserMiser

EDF are dire. Move away as soon as you can. Choose a company towards the top of the Which? ratings, not one near the bottom.

AstonSmith

Do you think that might explain why you cannot access your EDF online account when your email address is the login ID???

But I don't have an online account yet, I'm trying to make one, so why would that be a thing? I do have an account number etc, and nothing on EDF's website suggests that it has to be an e-mail address you've given to them before.

I don't think you can top up a prepayment meter via the EDF online account, unless it is a smart meter

That's the idea

Update 17th Sept 26

After sending them the documentation they sent me the password reset URL, and I can now access MyAccount online