In early 2024, we introduced multi-factor authentication to increase the security of our customers’ natural gas accounts.

We’ve answered some frequently asked questions about multi-factor authentication below.

What is multi-factor authentication?

Multi-factor authentication is an essential security measure that helps to protect your account from unauthorised access and protects our customer data from data breaches. It adds an extra layer of security by requiring you to provide multiple forms of verification to access your account.

Each time you log into your My Account, we’ll ask you to provide your email address, password, and a unique code. This code will be sent to the phone number you nominated when you set up multi-factor authentication on your account.

Why do I need to add multi-factor authentication to my account?

Multi-factor authentication safeguards your personal information and ensures the highest level of security for your account. To protect our customer data, we require all My Account users to have multi-factor authentication in place.

If you do not want to use multi-factor authentication, you can contact our Customer Service Team on 13 21 80. They can answer your questions and make any required changes to your natural gas account.

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. Unfortunately, we do require multi-factor authentication (and, therefore, that you have a landline or mobile phone) for the use of My Account.

If you can borrow or access another phone, please contact our Customer Service Team on 13 21 80. They’ll be happy to assist you with any activities you may need to complete with your natural gas account.

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.

We do not currently support authenticator apps but are constantly reviewing our security measures and exploring new options.

I’ve already secured my account. Why am I being asked to do it again?

You’ve probably received this message because our system has detected that you’re accessing the login page from a device other than the one on which you set up multi-factor authentication.

If you’ve secured your account, you can ignore this message and click ‘Login to My Account’ under the ‘Secure your account’ button.

After clicking this link, the system will recognise the device and not ask you to secure the account again.

I’ve lost the secure your account screen. How can I secure my account?

You can click the ‘Forgot your password?’ link to set up your login with multi-factor authentication.

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. 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.