The “I accept the invitation” link in your email invite doesn’t work, or gives a error message:
The link has expired and is no longer available. You can still set your password to log in by going to the My Account login page, clicking Forgot Password and entering your email address. When setting up a password, please ensure password guidelines are followed.
You have not received a My Account invitation:
If you have not received an invitation, please visit the My Account login Click Forgot Password and enter the email address associated with your account. A password reset email will be generated for you. When setting up a password, please ensure password guidelines are followed.
You’re receiving an error message indicating that email doesn’t exist or invalid credentials when trying to reset your password:
If you have multiple emails on file, try using other email addresses associated with your account.
If you do not have other emails associated with your account, or you are still getting the error message, please contact us at customer.service@avenirenergy.ca and we can add your email as a login for My Account and resend the invite.
How to log in using 2-factor authentication:
When logging in, you will receive a 4-digit code sent to your email address. Currently we are not set up to send verification codes to mobile numbers.
You will have 2 minutes to retrieve the code and enter it during log in.
Before requesting a code, please keep your email open in order to retrieve the code within the 2-minute time allotment.
Login button is greyed out and unable to be clicked:
Customers using certain web browsers, such as Firefox, may run into this issue. Try to click the Email and/ or Password field, which should turn the login button blue and allow it to be clicked.
Try logging in using a different browser, such as Google Chrome or Microsoft Edge.
You’re receiving an Invalid Data Error Code when trying to enter Credit Card details:
This is an internal error, please send an email to customer.service@avenirenergy.ca with the error code and we will fix the issue within 24 hours, and alert you when you’re able to add your credit card.
