What happened
The phone or account number you entered does not match what’s on file with your electricity provider.
What to do
Using phone number
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Make sure you’ve entered the phone number that’s on file with your electricity provider.
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Check that you entered the phone number correctly.
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If you have multiple phone numbers on file, try a different number. Tip: Your utility will look up the primary phone number on file.
If these don’t work, contact your electricity provider to confirm or update the phone number on file, then enter that number to try again.
Using account number
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Make sure you’ve entered the account number assigned by your electricity provider.
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Check that you entered the account number correctly. Your account number is usually located near the top of your electricity bill / statement. This is the statement you receive via mail (printed) or email (digital). You can also find this number by logging into your account on the electricity provider's app.
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If you have multiple accounts with your electricity provider and want to try a different account number, enter the other number and try again.
If these don’t work, contact your electricity provider to confirm the correct account number, and enter the new number to try again.