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With Paperless Billing you don't get paper bills in the post - instead, you can see your gas and electricity bills and statements in a secure online account.

Paperless Billing has many benefits:

• it's easy and efficient - you can access your bill instantly online, and see old bills and statements too
• it saves paper - environmentally friendly

Find out more about Paperless Billing.

Sign up for Paperless Billing.

Firstly, you need your Customer Reference Number for the missing account. This will be at the top of a recent bill or statement, as shown below.

1. log in to your online account.
2. click 'I can't see all of my accounts' in the Help and Advice panel to the right
3. select the phrase 'Customer Reference Number'
4. in the window that opens, enter your missing customer reference number
5. select submit to return to your accounts page. You should now be able to see the missing account online
6. repeat these steps for any other missing account(s)

Still having trouble? Call us on 0800 048 0505.* We're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

It's easy to register for an online account. All you need is your Customer Reference Number, which you can find at the top right of any bill or letter we've sent you, as shown below.

Register for an online account now.

If you've forgotten your password you can request a temporary password.

1. enter your email address
2. click continue

We'll then send you a temporary password to your registered email address. The email will contain a link to enable you to choose a new, memorable, password.

If you're still having trouble, call us on 0800 048 0505.* We're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

If you've locked your online account you can request a temporary password.

1. enter your email address
2. click continue

We'll then send you a temporary password to your registered email address. The email will contain a link to enable you to choose a new, memorable, password.

If you're still having trouble, call us on 0800 048 0505.* We're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

It's easy to change your email address online:

1. log in to your online account, this will open in a new window
2. select 'manage personal details' from the left-hand side of the page
3. under 'change email address', enter your new email address and then re-enter it, as shown below

4. scroll down and select 'save all changes'
5. next time you log in, use your new email address

If you were expecting an email from us that didn't arrive, please check your junk or spam folder. If you find the email, move it to your inbox by marking it as "safe" or "recognised".

To make sure this doesn't happen again you need to add the British Gas domain "britishgas.co.uk" to your safe or recognised senders. You can usually do this in the options menu in your email application.

If you're not sure how to do this, please ask your email service provider as the process can vary depending on who your email account is with.

To save time when you log in to your online account, there's the option to remember your email address for next time. This means that when you next come to access your account, your email address will automatically appear in the 'Log in' box. We do this by saving a cookie - a small text file that helps store important information - to your computer.

All you've got to do is check the box in the log in area if you'd like to remember your email address and uncheck it if you'd like to erase those details. If you're using a shared computer we recommend that you don't save your email address.

It's worth noting that for this service to work, you must enable cookies on your computer.

If you manage your account online, you'll be able to view all your previous bills* online or if you want you can also download and save a copy to your computer. To view a copy of any of your bills, please log in to your online account and follow these steps:

1. select your gas or electricity account, and click on 'view account'
2. select 'View statement/bill', just below your latest account balance
3. select the bill or statement date from the drop down menu, and select 'view'
4. scroll down and select 'Download a PDF copy of your bill or statement'
5. you should now be viewing a copy of your bill/statement and if you want you can save it to your computer

Alternatively, if you'd still like a copy bill sent, you can request one, using our online contact form. Please remember to include the actual date of the bill you need.

Just so you know your copy bill may take up to 10 working days to arrive.

*This includes bills or statements

If you've recently made a payment online your account balance will reflect this immediately. Please remember your balance doesn't take into account any energy you have used since your last bill or statement.

Alternatively, you can view all your account transactions by using your account history tab.

If you've not got an online account yet you can register now and view all your transactions online.

You don't have to log in to your account to give us a meter reading, but it makes it easier if you do.

1. Log in to your online account
2. Go to the submit meter readings .
3. Select the account(s) you wish to give a meter reading for.
4. Select Continue.
5. Enter your reading.

Don't have an online account? You can still submit your meter reading.

In your online account you can:

• send us a meter reading
• see your most recent gas/electricity bills/statements
• see your bill/statement history
• make secure online payments
• call out an engineer
• book an annual service visit
• see and track your energy consumption on a graph

View our online account demo now.

You also get alerts by email, letting you know when your bill is ready to view and reminding you to enter meter readings when necessary.

If you don't register for an online account you can still:

Send us a meter reading online.

Make a secure payment online.

It's quick and easy to register for an online account. You just need your Customer reference number, which you'll find on any of your bills or statements, as shown below.

'3D Secure' is a free service from Visa and MasterCard in association with your issuing bank and over 50,000 retailers. Register for this service and you'll be allocated a Personal Message asking you to create a password to be used when making online purchases. Input this additional password along with your card number details before you can complete your transaction. This adds a whole new layer of security to your online experience.

What are Verified by Visa and MasterCard SecureCode?

They are two systems that help combat fraud by providing greater protection to customers when you shop online. Both operate in an identical manner - one applies if you use Visa cards and the other when you use MasterCard or Maestro branded cards.

Why is it called 3D Secure?

What are the system requirements for 3D Secure?

Verified by Visa and Mastercard Securecode work with most browsers. Please be aware that software which prevents pop-up windows opening, may interfere with your use of 3D Secure.

Why has my payment been declined by 3D Secure?

Unfortunately we do not get told why your payment has been declined. You will need to contact your issuing bank to find out more details.

Are there any alternatives to payment with 3D secure?

If you have been unsuccessful in making a payment through this method please use our 24 hour automated payment service on 0800 107 0224.

To sign up for paperless billing you'll first need to register. If you've already got an online account, log in and select 'sign up', as shown below, and follow the steps to go paperless.

If you don't have an online account, register now and we'll pre-select the paperless option for you.

If you receive paper bills you can call our 24-hour automated service on 0800 107 0224, please remember to have your Customer Reference Number handy, as shown below.

It's easy to register for an online account so you can check your balance online, all you need is your Customer Reference Number.

Register for an online account now.

What are electricity/gas/energy charges?

These charges are the cost of your energy used, less any discounts, plus VAT and these will be reflected in your bill/statement. Following the 'charges' link from your online account area will take you through to your detailed online bill or statement.

Combined energy billing is the most convenient way to see your energy bills in one place. So if British Gas supplies both your gas and electricity, you would get just one bill for both.

It makes paying for your energy more convenient because we just take one payment rather than two.

There is no charge for combined energy billing and you keep your current tariff, payment method and any discounts. Plus, we level your bills out so you're never in credit on one account, eg gas, and debit on another, eg electricity.

No, the amount you pay will remain the same as we have simply combined your separate gas and electricity bills into one bill.

Just as usual, your bill will show you how much gas and electricity you're using and the related charges for each. If you're a direct debit customer, we will now only take one payment from the bank account details that you've provided.

No, not unless you have one of our Energy Extra products, which is included in the one bill.

Otherwise, just your gas and electricity bills will be combined into one bill - your other service accounts are separate and you will continue to pay for them separately.

Yes. We need both meter readings - gas and electricity - at the same time. This is so we can give you an accurate bill without having to estimate your energy usage.

Just to assure you, we'll send you a reminder when your meter read is due.

Submit a meter reading online

Yes - if you have an online account you can see your account/payment history online. Follow these simple steps to access your account history:

1. log in to your account
2. select an account from the 'your accounts' page
3. then select the tab called 'account history'

Don't have an account? Register for an online account now

Criminals use fake emails and fake websites. They set them up to deceive people into giving away passwords and bank details. The technical word for this is 'phishing.' For example, they might send you an email that looks like it comes from us and it might contain a link to a website that looks like this one. When you try to log on, they can steal your password. They could also ask you to make a phone call or reply by email.

They are good at making their emails and websites look realistic. But you can often spot the fake ones:

• dodgy looking email or web addresses
• poor design, typos or bad spelling
• they ask you to do something unusual
• avoid clicking on links in emails

As security is so important when using the internet to access your account, we've incorporated a high level of protection to give you peace of mind whenever you use our online service.

Our security procedures are subject to exhaustive testing. They are audited by an independent body to ensure that we meet the highest security standards.

For your reassurance here are details of some of the security that we have in place:

Encryption is a way of encoding information so that it cannot be read if it is intercepted by a third party as it travels over the internet. When the information arrives at the correct destination (i.e. your computer or our server) the code is unlocked and the information can be used. This is the most secure way of protecting the information.

Firewalls: We have equipment, called Firewalls which are a combination of specialised hardware and software. They are used to prevent any unauthorised users, intruders or hackers from accessing our network via the Internet.

The Firewalls monitor all traffic passing both into and out of our network and prevent unauthorised information from passing through.

Your security codes allow you through our Firewalls, so you can use our online service.

Fraudsters use personal information from different sources to steal people's identities. Viruses are one way to do it. But they also use paper documents of your accounts containing personal details. Fraudsters use many methods such as searching in dustbins to obtain these documents.

You should take simple precautions to keep your details safe and to dispose of your paper statements safely, such as shredding them before you bin them. You may also want to switch to online statements. You can register for an online account, providing you have your Customer Reference Number handy.

Register now for an online account.

Yes, very safe. It's convenient too - you pay through a reliable system called 3D Secure, which is also used on lots of other websites. When you make your first online payment you'll need to register with 3D Secure, which is a system from Visa and MasterCard, used by over 50,000 retailers worldwide.

You set up a password and enter a few personal details, like your card number. Once you've registered, you can use your password on any other website that uses 3D Secure.

If you've already registered with 3D Secure through another site, you don't need to do this again. Just follow the online instructions and enter the password you've already set up.

Read more about 3D Secure.

The program you use to look at websites is called a web browser. Modern browsers warn you if you visit fake websites and it is harder for viruses to infect them.

It makes sense to use a modern web browser. If you have updated your computer regularly, it is likely that you are already running the latest version of your browser software.

It is a good idea that you install an up-to-date web browser. There are several to choose from and they are all free. If this is not the case, you may want to get the new browser software immediately and update it regularly for maximum protection.

• criminals are in it for the money
• there are many ways for them to make money online
• steal your passwords and bank details with viruses, fake emails and fake websites
• ask you to provide security details
• send spam with bogus offers and products
• take over your computer and use it to attack other people's computers
• use viruses to display unwanted adverts on your PC

We take your personal security and privacy very seriously, so if your in any doubt just Contact Us.

Anti-virus software protects you, your privacy and your money. Viruses are bad news. They steal personal information, take over your PC, pop up unwanted adverts and they can even use your computer to attack other people's computers.

You may also hear them called malware, trojans, spyware or adware. Anti-virus software protects you against all of them. To work properly, anti-virus software has to download updates regularly over the internet. Out-of-date anti-virus software will have flaws. It is a good idea that you install anti-virus software if you don't have any already.

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