Multi-Factor Authentication Policy

I. Overview

There are many ways an individual could gain unauthorized access to your Just Energy account. Multi-factor Authentication (MFA) is a security process whereby customers must provide an authentication factor to verify their identities and make changes to their accounts. This process ensures better protection of both a customer’s personal information, and account while also improving the security around the actions made on the customer’s account.

II. Purpose

The multi-factor authentication (MFA), is an additional layer of security to confirm your identity when completing certain transactions or account updates. Just Energy will send an access code to your mobile device or email address registered on your account.

III. Policy

Just Energy may utilize additional security measures to authenticate your identity. For your protection, when you are calling from a phone number that is not associated with the account, you will be subject to a multi-factor authentication. We require multi-factor authentication to link a new account, or make changes to your username, password, email address, or physical and mailing address, add an authorized user, or transfer service, we will send a temporary identification code to a mobile device via text message or email belonging to the account. Verification of the identification code is required to complete the request. This code must not be shared with anyone other than while on the phone with the Just Energy representee.

IV. Enforcement

Transactions or account updates requested on your account will not be completed if the verification of identification code fails or if you cannot verify your identity by sending in a copy of a valid government ID. As a result, transactions or account updates requests will be denied until your identity has been verified.

In the unlikely scenario that you do not have access to the phone number or email on the account, you will receive instructions by calling

on how to recover access.

Know that Just Energy will not call, text, or email you requesting an access code. We only send you a code when prompted by an action that you initiated. If you received a code, and didn’t initiate a request contact us immediately at

.

Policy Version

February 2025