Problems logging in?

Have you paid your 1st monthly fee?

You cannot log in until you have paid your 1st monthly fee. Please call 0844 257 2500 to arrange payment. Your account will then be activated and you will be able to login using the username that you have received in your welcome pack. (Calls will cost 7p per minute, plus your phone company's access charge)

Do you have a username?

The username is located next to your post office barcode within your welcome pack. If you have lost it or haven’t received your welcome pack, please contact Customer Services on 0871 811 1881. Calls cost 11p per minute, plus your phone company's access charge.

Do you have a username?

We can provide your username over the telephone simply contact Customer Services on 0871 811 1881. Calls cost 11p per minute, plus your phone company's access charge.

Have you requested a password?

The password is sent out to you separately and should arrive 7-10 days after it’s requested. If you have lost it or haven’t received your password, please call Customer Services to re-order a new password. Once re-ordered, the password will arrive within 7 to 10 working days.

You are getting the error message “Your login attempt failed”. What do you do?

This is because you are either entering your password incorrectly or you are failing the security questions that you have set up.

Please note that the password is case sensitive. To ensure that you are typing in the correct password, type the password into the username field and check it against the password letter. If it is correct, please cut and paste it into the password box, remembering to re-enter your username.

If you fail either of these too many times, the account will be locked for security purposes and any further login attempts will fail because the account is locked – even if you enter the correct username and password. Please call Customer Services to unlock the account or to re-order a new password.

You are getting the error message “Oops…there appears to have been an error”. What do you do?

Upon receiving this error – you need to close your browser (Internet Explorer, Mozilla FireFox etc.), then delete your temporary internet files and cookies. Here’s a list of how to remove temporary internet files, cookies and deleting the cache dependent on the browser you are using:
How to delete temporary internet files / cookies for Microsoft Internet Explorer 6
How to delete temporary internet files / cookies for Microsoft Internet Explorer 7
How to delete temporary internet files / cookies for Microsoft Internet Explorer 8
How to delete temporary internet files / cookies for Mozilla FireFox
How to delete temporary internet files / cookies for Safari
How to delete temporary internet files / cookies for Google Chrome

If this does not work, there may be a problem that is specific to your computer configuration. Please contact Customer Services on 0871 811 1881 to raise an issue. Calls cost 11p per minute, plus your phone company's access charge.

Logging in for the first time

The first time you log into the system, you will be prompted to set 5 answers to security questions that only you should know the answers to - this is added security for the protection of your online account. Each and every time you log onto your account you will then be prompted to provide an answer to one of your security questions in order to successfully login.
Please note, these answers are not case sensitive but must be spelt the same each time you login.