Dear Valued Customers,
We’re aware that some customers are having issues accessing our My Account portal. Our team is aware, and we are addressing the issues that you have been experiencing. In the meantime, here are a few troubleshooting tips to help:
If you have not received an invitation to our Customer Portal:
- Please check in your spam folder, or junk mail.
- If you have not received an invitation, please visit the My Account login and enter the email address associated with your account. Click on Forgot my Password a password reset email will be generated for you.
- If you receive an error message indicating that the email doesn’t exist in the system, 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.
If you're experiencing a delay in receiving your authentication code:
- We have increased the time limit to enter your 2-factor authentication code to 2 minutes.
- Before requesting your code, please open your email inbox and load all unread messages. Keep your email open while requesting the code.
If you're encountering an error when trying to access the portal:
- Try logging in using a different browser (e.g., Google Chrome, Microsoft Edge, etc.).
- Alternatively, use this direct link to access the portal: My Account login.
To request a delivery:
- Please visit Contact Us and complete the applicable form based on your region and select Propane Refill under Request Type.
To reset your password:
- Go to My Account login, enter the email address associated with your account, and click Forgot my Password.
Unknown username:
- Your username is the email address associated with your account, which was used to send your invitation.
More information about our Portal, such as adding a payment method and paying a bill can be found here: Manage Your Propane Delivery and Service Anytime, Anywhere.
We appreciate your patience and thank you for your business!
Warm Regards,
Avenir Energy Customer Experience Team
