Log in FAQs
Here you will find some of the most Frequently Asked Questions (FAQs) our customers ask about logging into their online account. If you can't find what you are looking for, please get in touch.
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This is the email address you have on your online account with us. Unless you've changed it on your online account, this is the email address you used when you created your online account with us.
We also sent you a welcome email confirming your details to this address when you created your online account.
If you can't remember, we can help with that. Go to the log in page, select "Forgot email address or password?" and follow the steps. -
If you can't remember, we can help with that. Go to the log in page, select "Forgot email address or password?" and follow the steps.
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We’re aware that a small number of customers are experiencing a white screen when trying to log into their account. Trying the below may help with resolving this:
Update Your Web Browser: Outdated browsers can cause login problems; we recommend ensuring you’re using the most recent version of your browser. You can find out if your browser is due an update by clicking on your browser settings, or through the App Store (for Apple devices) or Google Play Store (for Android devices).
Clear Cache and Cookies: Your cache saves parts of the website to help it load quicker, this can cause problems when a new version of the website is released. Clearing your cache and cookies allows the most recent version of the website to be loaded.
Before proceeding with clearing the cache and cookies, it’s important to carefully read the instructions on the browser’s support page to help you understand the potential impacts and ensure you’re fully aware of what this action will do to your browsing experience.
We’ve included some links to commonly used browsers, if yours isn’t listed, please visit your browser’s specific support page.
Still Experiencing a Blank or White Screen? If you’re still experiencing a blank or white screen, using a different browser may help, alternatively please give us a call. Our lines are open Monday to Friday from 8:30am - 6:00pm and Saturday 9:00am - 1:00pm.
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If you can't remember, we can help with that. Go to the log in page, select "Forgot email address or password?" and follow the steps.
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There are a number of reasons you may not have been able to log in:
- You have used the wrong email address. Please see the "Which email address do I use?" section above for more information
- You have used the wrong password. Please see the "I've forgotten my password" section above for more information
- You've tried to log in with incorrect details too many times. To protect your account, you'll need to reset your password before you can log in. Go to the log in page and select ‘Forgot your password?
- You do not currently have an online account with us. Create an online account now
- Has your agreement ended? You can't use this service if your agreement ended more than six years ago. Please get in touch for further help and support
- We may not be able to provide an online service for your account at the current time. Please get in touch for further help and support
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Once you have set up an online account with us and logged in, a list of your Black Horse agreements will be shown to you. You can then click on the agreement you wish to view.
​​​​​​​To switch agreements, you will need to log out and then log in again. -
If you think someone else might be accessing your online account, you can change your password. Or for further help and support, please get in touch.
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Some browsers have the option to remember your log in details. If you would like to do this, please follow your browser's instructions.
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You can read our full accessibility guidance for information on how to get support.
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There are certain reasons why this could be. If you do need help and support managing your account, please get in touch.
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You may have tried to log in with incorrect details too many times. To protect your account, you'll need to reset your password.
If you still need help and support, please get in touch. -
If the email address has an error, such as a spelling mistake, please log in with that email address and change it when you log in. Select the profile button on the top right of the screen and you’ll see the option to change your email address.
If you think someone else might be logging into your account, please get in touch for log in support.
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If this happens, first try to resend the code. Check your phone has enough signal to receive the text.
If that doesn’t work, the mobile number linked to your account might be wrong. Please get in touch for log in support.
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There are a couple of reasons why this may have happened:
- Did your code expire? You have 10 minutes to enter the code we sent to you by text message. Please try to verify your identity again
- Did you enter an incorrect passcode? If this could have happened, please try to verify your identity again
- The mobile number we have for you is incorrect
- There isn’t a mobile number registered to your account. We use this to verify your identity
If you need log in support, please get in touch.
Still need help?
If you can't find the help you need, you can contact our team.