Use the Customer Portal

You can refer to our Customer Portal User Guide but if you still can't find what you are looking for, please contact us on 0344 770 6000, select option 1 for Customer Service and then option 3 for Customer Portal help.  

You must use the email address associated with your Chess account for the Customer Portal system to recognise you as a customer. For more help with this, please contact us on 0344 770 6000, select option 1 for Customer Service and then option 3 for Customer Portal help. 

As a new customer, the email you gave us to set up your customer account is the same one that will allow you to access the Customer Portal. All you need to do is start the process by logging in  to the Chess Customer Portal and selecting ‘sign up now’ to register. Read our Customer Portal User Guide for help to register. 

If you have used a landline number for the Customer Portal authentication process, you may be struggling to access the verification code. We advise that you change the landline number to a mobile number so that you can receive the code wherever you are. We can update your preferred contact number, but you will need to contact us on 0344 770 6000, select option 1 for Customer Service and then option 3 for Customer Portal help. 

On a UK phone the pound key is the hash symbol #, so you should use # when requested. 

Customer Portal passwords will expire every 90 days and a User will be asked to create a new password. Occasionally system updates can disrupt passwords and Users may be prompted to change their password when this happens. When changing the password, a User will not be able to use the previous password. The following rules for a strong password must be used. Password must include: 8 characters, including 1 uppercase letter, 1 number and 1 special character. Follow the instructions in our user guide for more help with this. Customer Portal User Guide 

Yes, our Customer Portal User Guide takes you through the features in an easy to follow format.