LG&E and KU mobile app FAQs

Why won’t my login and/or password work?

Existing My Account users:
If you already use our My Account website, use the same credentials to log into the mobile app. Your User ID (your email address) and password will be the same for the mobile app.

Forgot password:
If you registered for My Account after June 2020, but forgot your password, you can use the Forgot Password? on My Account or the mobile app to reset your password. Any changes made to the login information will take effect on both My Account and the mobile app immediately.

If you do not have access to the email address where the link to reset your password was sent or you could not answer any of the security questions, contact customer service (call our 800 number and press 1, then 4 for “Website Assistance”) to receive a temporary password. You will need to log into the My Account website online (not the mobile app) using the temporary password provided by the customer service representative first to reset the password. Once the password is reset in My Account it will take effect immediately and the new password can be used to log into the mobile app.

Log into your My Account
 

What do I do if I cannot download the app or if the app isn’t working right?

How do I log in using Face ID or fingerprint (biometrics)?

Is the app free?

Who can use the app?

Can I use the app for my business accounts?

Can I use the app to see Advanced Meter interval usage data (MyMeter)?

Why am I getting a pop up requiring me to update the app?

How do I update my app to the newest version?

If I pay my bill in the app, is there a charge?

How do I report an outage?

How do I see updates and estimated restoration times for my outage in the app?

How do I change which account displays when I log into the app?

When will my new address show up in the app?

How can I use the Pay In Person link in the app to pay my bill in cash?

How can I add an account to my profile (i.e., how can I manage a family member’s account)?

Can the mobile app be used on a tablet?

Why can’t I delete my User ID email address?

Why is my paperless billing status showing as pending?

Does the new app replace the older LG&E KU ODP Outage Map app?

Will the old outage map app disappear?

How do I get back to the app if I click on an item on the “More” tab and go to the website?