Frequently asked questions
Your plan or policy number will always be in the following format: 2 or 3 characters (a combination of letters and numbers) followed by 7 numbers.
For example: B1C1234567
If the plan or policy number you have entered matches your documentation, but you're still unable to create an account or import your plan/policy, there are a few things you can try:
- Make sure the address you've provided matches exactly with the address on your plan/policy (including any spaces in your postcode).
- Check the letters and numbers are correct – the numbers 0, 1, and 5 can be mistaken for the letters O, l (lowercase L), I (capital i), and S.
- If your plan or policy number starts with an ‘A’, try leaving it out.
There are a few reasons your number may not be working.
Is the postcode different?
You need to use the postcode as it’s written on your letter. If there’s a mistake on your postcode, use the code from your letter. You’ll then be able to edit your details online.
Is the reference correct?
You can usually find your reference number on the top right hand corner of your letter. The first two or three characters can be letters or numbers. The last seven are always numbers.
Have you typed a number instead of a letter?
The capital letter ‘O’ and the number ‘0’ (zero) can be easily mistaken for each other. The number ‘1’ can also be misread as the lowercase letter ‘l’.
Is the space in your reference number causing a problem?
Try entering your number with and without the space.
Are you using the number from the same letter?
The reference refers to a specific offer for a particular appliance. If you try to use the reference from another letter from us, it won't work.
If your product isn’t listed online, call us on 0333 000 4966 and we’ll be happy to help. Calls may be recorded and monitored for quality and training purposes.