Common troubleshooting solutions
Your online password is quick and easy to reset. Just go to the login page and select ‘Forgotten password?’ where you’ll be asked to enter your email address. Then we’ll email you instructions for how to change your password.
If you’ve tried to register online but haven’t received a registration email, please check your junk folder. If, after 10 minutes, you still haven’t received the email, please try to register again. Make sure to double check that your email address is spelled correctly.
If you have more than one account with us but can’t see them on your online account, it could be that your personal details for each one are slightly different. Please make a note of your Lowell reference numbers and get in touch with us so that we can fix the problem.
If you’re not able to register online, it could be because we’ve got out-of-date information about you. Things like your address, telephone number or even your surname might have changed. Please let us know if you’re struggling to register online, so that we can fix the problem.
If you’ve been offered a discount that isn’t showing online, please check the expiry date of the discount on your letter. If the discount offer is within date, check the Lowell reference number on the letter and on the account you’re viewing online. If these don’t match, the discount will be for another account you hold with us. If they do match, get in touch to let us know that your discount isn’t showing online so we can help.
If you can’t make a payment online, it might be because we can’t accept payments due to the status of your account. For example, your account might not be fully processed onto our system yet. A message should show on the ‘Manage account’ page telling you what’s happened. If not, please get in touch to let us know.
Please allow 3-5 working days for your payment to be processed. If it still isn’t showing after this time, let us know and we’ll check our system to see whether we’ve received it.
Yes, you can change your contact number and email address whenever you need to. Just log in and select ‘My Profile’ in the top right corner. If you change your email address, the new email address will become your username for logging in.
No, if you would like to change your home address please give us a call contact us
If you’re receiving letters from us for someone you don’t know, please get in touch to let us know. Our team will find out the correct address for the person we’re looking for.
Sometimes we need to speak to you before you change your plan to understand your circumstances and make sure your plan is affordable. Call us on 0333 556 5552 to change your plan.
Sometimes we need to speak to you before you set up a new payment plan to understand your circumstances and make sure your plan is affordable. Call us on 0333 556 5552 to change your plan.