[WyndStryke]

I applied for a SEG account in January, which was set up on the 24th Jan, and got the export MPAN directly from the DNO on the 27th Jan (the installers requested it, apparently). According to the email, it then takes 5 days to enrol after that point.

Meanwhile my main E-on Next account stopped working around about the time that the SEG account was initially set up. It just resets to a white screen after logging in. The app also does not let me log in, I enter my biometrics, then it just ends up on a spinning sun with 'loading...' showing, indefinitely.

I presumed that I had to wait for the enrolment process, but so far nothing.

Contacted support via email to present my two (probably interlinked) problems, and they (presumably?) reset the account, giving a reset-password link. I've tried that link, it results in the same white screen as before.

Using incognito mode I could get past that point, to enter the account email in order to perform the reset. No email with reset information received (tried resending it many times on different browsers / networks / etc), so now I think I have 3 problems instead of the original 2 ...? 🤔 I'm still receiving other emails from E-on (such as the community activation link email just now).

I still feel that the new SEG account is at the root of it. Does the SEG team have their own support email? I want to firstly confirm that they received the export MPAN from the 27th Jan and have enrolled it into the new SEG account, and secondly to see if they can see/fix the cause of the account issues.

I gather we shouldn't share account numbers etc, however this community account uses the same email address that is used on my supply account if that helps to identify it.

-Cheers,

Mike


Tagging @Lee_EONNext since I gather he is the expert in this area

[DebF_EONNext]

Morning @WyndStryke - It sounds like what might have happened is that when your account was set it it has been linked to your energy account on our system so that you can view your energy and solar accounts from the same log in, however sometimes our system gets it a bit muddled and removes the email address rather than linking it all.

If this is the issue then it's a really easy fix and if you contact our energy specialists over WhatsApp they will be able to get this fixed for you 😊

You can find all of our contact info on this thread 👉 How to Contact E.ON Next Please pop back and let us know how you got on!

[WyndStryke]

OK looks like it is solved - the email address changed when the SEG account was linked, from the looks of things. Still a valid email address going to the same mailbox, but different enough so that it was not recognised as being the same from a login / pw-reset viewpoint.

I do have one suggestion as a result of all of that though. If the email address changes, or is cleared, it would be good if the system could sent an email to both the old and new addresses saying that it had changed. Among other things, that would also reduce the risk of an account hijack (not the case here obviously, but something people have had to worry about in recent years).

[DebF_EONNext]

@WyndStryke that is a very good point. I will flag this up as it is certainly something that should be happening!