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Login or authentication issues when using Essential Connections or Youreka

What is happening?

Essential Energy has updated its two-factor authentication (2FA) system from Okta to Microsoft Authenticator.

If you have login or authentication issues with Essential Connections or Youreka, open the application in a separate private or incognito browser window. This helps avoid browser session conflicts, which are the most common cause of these issues.

Example below on how to open a private/incognito in browser:

Browser

Private Mode Name

Keyboard Shortcut (Windows)

Keyboard Shortcut (Mac)

Menu Path

Google Chrome

Incognito

Ctrl + Shift + N

Cmd + Shift + N

Click on three dots ⋮ and select New Incognito Window

Microsoft Edge

InPrivate

Ctrl + Shift + N

Cmd + Shift + N

Click on three dots … and select New InPrivate Window


What do you need to do?

  1. Open the portal using an InPrivate or Incognito browser window.
  2. Access the portal using the direct link rather than a saved bookmark.
  3. If prompted to select an account, choose Use another account and sign in with the email address registered for Essential Energy access.
  4. If multiple Microsoft accounts are signed in, sign out of all accounts and try again, or use a different browser.
  5. If you're connected to a VPN, disconnect it and then retry accessing the portal.
  6. For further information refer to the frequently asked questions available on the Essential Connections Support Page.
  7. Communicate this information to relevant members of your organisation.

Further Information

If you need further information, please email techconnect@essentialenergy.com.au.