Help and Support

You must have a bulk tank to use Calor Account Online.

To register you need to read and accept the terms and conditions. You will then be asked to supply and submit your name, email address, Calor account number (which you can find on your statement), the postcode linked to your Calor account, a username and password.

Shortly after submitting your registration details, you will receive an email confirming your registration, click on the link within the email and you will be able to log on and view your account.

Register for Calor Account Online

Go to the Login Page and click the 'Forgot your password?' link, then enter your Calor account number and username.

You will be sent an email to the address you originally provided reminding you of your password. Please note that for security reasons Calor staff are not able to see or provide you with your password.

Please contact your local Customer Operations Centre. They will be able to advise you what your user name is, and then you will be able to log on – or using the forgotten password process above, obtain a copy of your password. Please note that for security reasons Calor staff are not able to see or provide you with your password.

You can order gas online if you’re set up as an On Demand customer (this means that place your own orders and gas is only delivered when ordered by you). If you’re on our auto-ordering service, then you can’t use Calor Account Online to order gas. 
 
To see if you’re set up as an On Demand customer, please refer to your delivery status which can be found within the 'Summary' tab of the Delivery Points screen. 
 
If you can order gas via Calor Account Online, a 'Gas Order' tab will appear within the Delivery Points screen. Delivery Points can be accessed by selecting 'Delivery Points' via the 'Gas Tanks' top menu option. 

To order gas you need to enter your current tank reading (percentage or fractional) and the date, before pressing the submit button. You will then be presented with a confirmation screen. Please check your details and if you still wish to place an order click the proceed button. The screen will take 24 hours to refresh and show your new order. 

If you’re an On Demand customer then you’ll be able to order gas online as long as you: 

·       Have at least one tank at your property 

·       Don’t already have an order pending 

·       Your delivery point isn’t on stop gas  

The next delivery date is calculated using a forecast system that works out how much gas you use on average over a period and therefore how many days of storage you will need until your next delivery. The information provided tells you the week that your gas delivery is scheduled.

Unfortunately our telemetry system is not currently linked to Calor Account online so we are not able to display our usage. You are able to view your delivery pattern by clicking on the ‘Delivery Points’ link from ‘Gas Tanks’ top menu option. However, we are working hard to try to provide gas usage tracking functionality in the near future.

Yes, all customers who register to use Calor Account online will continue to receive all the documents they usually receive, including a delivery note from Calor delivery drivers.

Yes, you will need to register to use Calor Account Online. Once registered click on ‘Make Payment’ from the top menu ‘Billing’ you will then be taken through to a secure site where you can make payments to your Calor account.

In addition to online payment, Calor has flexible payment options including variable direct debit and budget plan. For further details or to change the way you currently pay, please contact your local Customer Operations Centre.

Payments made online may take up to 2 working days to appear on your account. If you have any queries please contact your local Customer Operations Centre.

No. Unfortunately each gas and engineering related account is currently separate so any online payment will only be possible against the gas account you are logged into when you make the payment. To pay off multiple accounts, please contact your local Customer Operations Centre.

Yes. By selecting 'Login Details' via the ‘Manage Account’ top menu option, and ticking the ‘Allow Multiple Logons’ tickbox, you will enable other users to log onto your account. Please be aware that the primary account takes responsibility for any transaction made on Calor Account Online by any subsequent users. To remove or amend a user, please contact your local Customer Operations Centre.

No. Unfortunately our systems do not currently allow you to combine more than one gas account onto the same screens. You will need to create a Calor Account Online account and login for each account that you have.

Unfortunately as this data is linked to Calor’s main computer systems we do not allow updates to be made to certain key information via Calor Account Online. Please contact your local Customer Operations Centre.

No. Unfortunately our engineering systems are separate from our gas accounts, so at present we are unable to display engineering account information. However, this is a development we are working hard to bring to you in the near future.

We hope that you find having your statement delivered electronically both quick and convenient. It is also helping Calor to reduce our impact on the environment by reducing carbon and saving paper. However, should you wish to have a paper copy of your statement delivered through the post again, you can simply switch between paper-free and paper statements as often as you wish by selecting ‘Billing Preference’ via the ‘Manage Account’ top menu option, and selecting the appropriate option.

Please note that this change will only affect statement delivery if made more than 24 hours prior to your next statement being produced. You can print a physical copy of a statement at any time – even if you have opted for paper-free billing, by printing off the PDF document of the statement, available in the ‘Billing’ , ‘Statements’ section.

When you opt for paper-free statements, we replace the printed copy of your statement with an e-mail which is sent to your registered email address. This will be sent typically around the 6th of the month in which your statement is due, which is about the same time that a paper statement will be received. You are able to view your statement any time and immediately it is available by logging in – you do not need to wait for your e-mail confirmation.