Troubleshooting

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 username, which is an 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 registered with us before, there is no need to re-register. Simply log into your profile. If you are struggling to do this, you can call Lowell and we will talk you through it.

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.

To register online you need your Lowell reference, date of birth and postcode. Your reference is on the letter you will have received from us. If you’re not able to register online, please?let us know 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.

In most cases you’ll be able to see the payment straightaway. Please allow 3-5 working days for your payment to be processed. If it still isn’t showing after this time,?call us to let us know?and we’ll check our system to see whether we’ve received it.

Yes, you can change your contact details whenever you need to. Simply?log in?and select ‘My Profile’. Please note that, if you change your email address, the new email address will become your username for logging in.

Yes, you can update your address in our portal. Simply log in and head to My Profile.

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. Contact us 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.?Contact us and change your plan.