How do I reset my password?

Please note that if you have asked to reset your password via email, you will simply need to click on the link in the email and follow the instructions to reset the password.

If you have asked to reset the password via text message, you will need to enter the activation key which was sent to you by text message on the relevant page.

Lost/stolen/faulty membership card, what should I do?

If you have lost your membership card, you can call our customer service team on 0203 056 8989 to request a new card. Please note that a £10 fee will apply when issuing a new card.

In the unfortunate event that your membership card is stolen, please contact our customer service team on 0203 056 8989. Your card will be immediately blocked to prevent any fraudulent usage.

A copy of the official police crime report will be required to receive a free membership card replacement.

How do I update my personal and contact information?

You can update your information at any time by logging into your online account. Once you are logged in, just access the “my personal information/my information” page and change it from there.

Alternatively, you can also update your information via the Source London app on the “My account/my information” page.

Should you have any issues updating your information, contact us and we will assist you.

Why is my account suspended?

Your account will be suspended due to outstanding bill(s) and/or an expired bank card.

You can look at the following FAQs to find out how to pay your outstanding bills and how to change your bank card details.

Once all outstanding bills are paid via the Source London website and/or your bank card details are updated, your account will be automatically unsuspended, and you will be able to use the service immediately.