Help with my online account


Why can't I log in to my online account?

If you've registered for a British Gas business online account but can't log in:

1. Check that the email address you've entered is the one you used to register with

If you're unsure you can retrieve your email address online using your British Gas business account number:

Retrieve my email address

Check your password if you're sure you've entered the right email address. You can reset your password if you’ve forgotten it:

Reset my password

2. You may not have activated your account in time

If you've just registered for your online account, you need to activate it before you log in for the first time.

Check your inbox or junk mail folder for an email that says 'Activate your online account' and click on the link. You need to do this within 24 hours of receiving the email, or your access will be timed out. You'll need to contact a super user to reactivate your account.

To do this, the super user must log in and go to 'manage users'. If you don't know who the super user(s) are for your organisation, you can chat with us for help when you see the blue icon.

How do I unlock my online account?

Your account will automatically unlock one hour after you locked it.

Why can't I see my latest bill online?

It can take up to two days for a bill to appear online.

Please wait 48 hours then check again. If you still can't see the bill then, you can request a copy of your latest bill online.

Why can't I see all my accounts in my online account?

When you're logged into your online account, you can go to 'Additional account request' and add an additional account there.

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Chat opening times are Mon-Fri 8am-6pm for energy and business move queries and 8am-5pm for service queries. We’re available to chat when you see a blue icon on the bottom right of your screen. If you can’t see a blue icon it means all of our agents are currently busy. Please refresh your browser and try again shortly.