Technical support

If you need technical help with logging into My Account, please check this page for common issues and how to resolve them. We also have some help videos which you may find helpful

I am unable to register for My Account

If you have signed up for a My Account before 4 December please use the same email address to register again.

  • Go to the Sign in Page
  • Click on 'Create an account'
  • Enter the email address in the Email Verification Page and click continue
  • A security code will be sent to the email address for verification
  • Enter the verification code in the web page, click on ‘Submit and confirm your email address’ button (Please note the security verification code is valid only for 5 minutes.)
  • Click ‘Continue’ button to proceed to the Registration Page after successful validation of the verification code
  • Complete the registration form and click Create button
  • On the confirmation page, click the ‘Continue to your account’ button to complete the account creation
  • You will be taken to My Account landing page.

What if I have forgotten my password or I want to change my password?

To change your password, you will need to use the email address used to sign up for My Account.

  • Go to the Sign in Page
  • Click the link "Forgot password"
  • Enter your email address and click ‘Find account’
  • A security code will be sent to the email address for verification
  • Enter the verification code in the web page, click on ‘Submit and confirm your email address’ (Please note the security verification code is valid only for 5 minutes.)
  • If you have not received the code click ‘send new code’ and a new code will be sent to your email address for verification
  • Click ‘Continue’ button
  • Add your new password and confirm the new password. Click "Continue" button to confirm.
  • You will be taken to the confirmation page
  • Click the "login" link to sign in
  • Sign in using new password

What should I do if I get locked out?

If you incorrectly enter your password multiple times then your account will be locked. To access your account you will need to select ‘forgot password’ on the sign in page where you can reset your password and sign in to gain access to your My Account.

If you still need technical support, please call 020 8937 1800 and select option 3.