I can't log in to My Account, what should I do?

If you are locked out of My Account, or can't access it for any reason, please try the following suggestions.

  1. The password is case sensitive, so try again using the correct case.
  2. If this doesn't work, click on the 'Forgotten password' link and an email will be sent to you within one hour. You'll need to access this email within 48 hours.

The email will ask a security question which, if answered correctly, will allow you to amend your password and log in again to My Account.

Still need further information or help? Please Contact us.


Related Frequently Asked Questions

I've forgotten my password, what should I do?

You can reset your My Account password online - Visit "Forgotten password" and follow the instructions.

My account has been locked - how can I unlock it?

Once your account has been locked, you'll need to speak to a member of our team to unlock your account.

I've forgotten what email address I registered to log in to My Account with

click on ‘Forgotten which email address you registered with?’, under the box where you enter your email address. Enter your United Utilities account number OR your supply address. Answer to your security question and, once you have successfully answered the question, your email address will be displayed.