Trouble logging in? Here’s what you need to know

If you’re having issues logging in to Your Account, it’s likely to be caused by a recent upgrade we've made to our systems. Although this upgrade has been designed to let you do more in your online account than ever before, there are some important changes to the way you log in, as well as some technical issues that we’re working to resolve as fast as we can.

Changes to Your Account

• Only the main account holder can log in
But you can still check your balance on your smartphone even if you don’t pay the bill. Find out how.

• Passwords are now case-sensitive
Have you checked your caps lock is set correctly? Find out more.

• You can now only add new Pay As You Go numbers to Your Account
If you’re paying the bill for a family member or friend who has a Pay Monthly phone, they’ll need to create a separate online account. Find out more.

Want to find out more about what’s new in Your Account? Check out our FAQS for all the info you need on managing Your Account online or check out our helpful video below.



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