Help with my online account
Having trouble with your online account? See our frequently asked questions for possible reasons and what to do in each case.
Not a business? Go to our British Gas residential website for help.
In this article
Why can't I log in to my online account?
How do I unlock my online account?
Why can't I see my latest bills?
Why can't I see all my accounts in my online account?
Why can't I log in to my online account?
If you've registered for a British Gas business online account but can't log in:
1. Forgotten your email address or password?
Can't remember your email address?
If you can't remember the email address you used to register for your account, chat with us and we'll get you back online.
Can't remember your password?
You can reset your password if you've forgotten it: Reset my password
2. Have you set a permanent password?
If you've just registered to create your online account, we've emailed you your temporary password. Check your inbox or junk mail folder for an email that says 'Your temporary password'. Please use the temporary password to log in to your account and set a permanent password.
The temporary password is valid for 24 hours. If 24 hours have passed, you can request a new temporary password through I've forgotten my password.
How do I unlock my online account?
Your account will automatically unlock one hour after you locked it.
Why can't I see my latest bill online?
It can take up to two days for a bill to appear online.
Please wait 48 hours then check again. If you still can't see the bill then, you can request a copy of your latest bill online.
Why can't I see all of my energy accounts in my online account?
In most cases, your energy accounts are grouped together into a single customer record. This enables you to register once and access them in the same online account. However, there are times where you may have more than one customer record. We call the customer records 'Organisations'.
If you find there are accounts that are missing from your online account, you can add additional organisations.
1. Log in to your online account and select ‘Manage’, then select 'Add energy accounts'
2. Enter an account number and site or billing postcode
3. Answer the security question
Your new organisation has been added, and you’ll be taken to the organisation selection page.
You can add up to 15 organisations to one online account. If you find you have further energy accounts missing then you'll need to create a new online account with a new email address.
