Showing results for 
Search instead for 
Did you mean: 

Unable to set password or reset password

Joining in


I have recently moved into my home and had my account details for my fathers account because I used to pay the bills, however I have changed those contact details back to my father (and sign in details) and trying to setup my account but everytime I try to set a password, it says it can't, if I try to reset my password it says I've ran into a problem (Code; DEF01)

Please can you solve this issue because it's probably something in your backend database or sign up process where your systems get confused when using the same email address across multiple accounts even after changing the old account. Thanks in advanced


Joining in

Also this same error code now appears if I try to register my account using my email address so it must be in your backend somewhere, floating around and not correctly tied to my address/not allowing me to set my password to manage my new account. Thanks!

Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)

Hi BSpendlove,

A warm welcome and thanks for posting on our community forums. Apologies that you experienced issues when trying to register for on online account. Yesterday evening there was an issue with customers trying to register their accounts as the error code DEF01 kept appearing.

This issue has now been resolved and you should now be able to register you account if you try again today.

If you encounter any further issues, please come back to us.

Kind regards Jodi.