This guide helps with
- Understand why an account might not appear
- Confirm you're signed in to the right profile
- Link your reference number if it isn't connected
- Refresh to load your account details
- Know who to contact to have it linked for you
4 min read
What's happening
If you have logged in but your account isn't showing, there is usually a straightforward reason. The portal needs your reference number to be linked to your online profile. If that link hasn't been made — or you have signed in to a different profile than the one your account sits under — the account simply won't appear yet.
This is common and easy to put right. You haven't lost anything.
Try this first
- Refresh the page in case your details hadn't finished loading.
- Check you are signed in with the email you registered with for this account.
- Have your reference number from your letter ready, in case you need to link it.
- Look for an option to add or link an account within the portal.
Step by step
- Sign in fresh from the Help Centre.
- If your account isn't shown, look for an option to add or link an account using your reference number.
- Enter your reference number exactly as printed on your letter, including any letters or dashes.
- Refresh, and your account details should now appear.
If that didn't work
If the account still won't show, you may have more than one online profile, or the account may be registered under a slightly different set of details. If the balance later looks off once you do see it, our guide on a balance that looks wrong may also help.
Who to contact
If you can't see your account after linking your reference, contact us through the Help Centre. We can confirm which profile your account is linked to and connect it for you. Have your reference number to hand so we can find it quickly.
Good to know
- Your account needs your reference number linked to your profile to appear.
- Make sure you're signed in with the right email for that account.
- Linking your reference usually makes the account show straight away.
- Contact the Help Centre to have it linked if you're stuck.
FAQ
I'm logged in but see nothing. Where's my account?
Your reference number likely needs linking to your profile, or you may be on a different profile than the one your account sits under. Look for an option to add an account using your reference number.
Do I need an online account to deal with my balance?
No. You can pay and contact us using just your reference number, without logging in. The portal is simply a convenient way to view things online.
What if I have more than one account with Merion?
Each can be linked to your profile using its own reference number. If they won't all appear, contact the Help Centre and we will connect them for you.
Still stuck? Our team is happy to help you sort it out.