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Help Centre

My Account – FAQs

My Account makes it easy to manage your Kleenheat natural gas account online.

In My Account you can:

  • make a payment.
  • access your natural gas invoices.
  • view your natural gas usage history.
  • let us know you’re moving house.
  • update your payment details.
  • arrange direct debit payments for your account.
  • update your personal information.
  • access and activate Kleenheat rewards.

Yet to register? If you’re a Kleenheat natural gas customer, you can set up My Account with a few simple steps.

Why can’t I log in to My Account?

On 16 January 2024, Kleenheat introduced multi-factor authentication to increase the security of your natural gas account.

The first time you log in to your account after this date, you’ll be asked to verify your email address, set a new password, and link a phone number that can be used for multi-factor authentication.

What is multi-factor authentication?

Multi-factor authentication is an additional security layer that helps prevent unauthorised access to your account and personal information by requiring a code sent to your phone.

When you log in, you’ll need to provide your email address and password, as well as a unique code. This code will be sent to the phone number you nominate when you first configure your account to use multi-factor authentication.

How do I reset my password?

To reset your My Account password visit kleenheat.com.au/forgot-password and follow the prompts. You’ll first be asked to verify your email address. Once verified, you’ll be able to set a new password.

Your new password must be at least 12 characters in length and contain characters from three of the four character types;

  • Lowercase letters
  • Uppercase letters
  • Numbers
  • Symbols
How do I change my login email address?

To update the email address you use to log in, please contact our customer service team on 13 21 80 within business hours. After an identification check to ensure you are who you say you are, our customer service team can update the login email address for your account.

How do I change my multi-factor authentication phone number?

To update the phone number you use for logging in securely with multi-factor authentication, please call our customer service team on 13 21 80 within business hours.

We’ll remove the old phone number from your account, and the next time you log in you’ll be asked to add a new multi-factor authentication phone number.

Why do I need to add multi-factor authentication to my account? I don’t want to use it.

Multi-factor authentication is an essential security measure that helps protect your account from unauthorised access and protects our customer data from data breaches. It adds an extra layer of security by requiring multiple forms of verification. While we understand that it can be seen as an inconvenience, it is in place to safeguard your personal information and ensure the highest level of security for your account. Due to the importance of multi-factor authentication to protect your data, as well as the data of our whole customer base, it is a requirement to use our MyAccount portal.  If you do not want to use multi-factor authentication, you can contact our Customer Service team on 13 21 80. They will assist you with any activity relating to your natural gas account that you might need to complete in an alternative way.

I don’t have a landline or mobile phone to use for multi-factor authentication. What can I do?

We understand that not everyone has a landline or mobile phone, and we strive to provide alternative options for our customers.

Unfortunately, we do require multi-factor authentication (and, therefore, that you have a landline or mobile phone) for the use of MyAccount. However, if you don’t have a phone, please contact our Customer Service Team on 13 21 80. They’ll be happy to assist you with any activity that you may need to complete in another way.

I don’t want to use my phone for multi-factor authentication. Can I use an authenticator app?

Using a phone for multi-factor authentication provides an added layer of security due to its personalised nature. However, we understand that some customers may prefer to use an authenticator app. At the moment, we do not support authenticator apps, but we are constantly reviewing our security measures and exploring new options.

Why is Kleenheat sharing my data with a third party for multi-factor authentication?

At Kleenheat, we take the privacy and security of your data very seriously.  In order for our business to operate safely, securely, and productively, we need to use third-party IT providers to deliver some services.  Our Privacy Policy and Collection of Information Statement specify that we may use third-party IT providers, to obtain and collect personalised information, and you agree to these policies when you sign up as a customer.  We can assure you that we have robust standards for our providers and are focused on ensuring that your data is safe, secure and only used for uses you have consented to.

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