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Personal Account Customers

I’ve forgotten both my Access Code and Password, what do I do?

If you have forgotten both your access code and password, please contact us at to allow us to reset your details.

1. Once confirmation has been received from our Operations Team, you will receive an email titled “Forgotten Password for Fire”.
2. Tap the ‘Reset Password’ button within the email.


3. Enter the SMS Code sent to your phone number.
4. Choose your new Password and enter it into the ‘New Password’ fields.
5. Once you have submitted this information, a new email titled ‘Password reset, now reset your Access Code’ will be sent to your email address.
6. Follow the steps outlined in the email to reset your Access Code. You can see these steps in detail here.

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