If you haven't created a password, you'll need to log in with your email and a one time code and then create a password.
Log in and click the 'Hi [Your Name] ▼' menu > Profile
On the ‘Login details’ tile, click 'Edit' on 'Login password'
Click ‘Yes’ to confirm you want to switch to Password login
Choose your password and save the settings
If you get a message that says “your password is no longer secure” and we’re asking you to reset it, here’s why:
While your login details remain safe with us, we’ve been advised that your email may have been leaked by another website or service. We take your security very seriously, so you’ll need to reset your password before you log in again. We’re not sure which website or application is responsible for this leak, but we recommend checking out Stay Smart Online for some useful tips about online security.
A one time code is a secure and temporary code sent to your email address when you log in to My Account. This means you’ll never need to remember (or reset!) a password.
The one time code is only valid for 5 minutes after they're sent and will expire shortly thereafter and you will have to request a new code.
The code is considered as a secure login method, as it checks that the person trying to login to your My Account has access to the registered email.
Learn how to login in using a one time code.
Enter your email address in the login screen and click 'NEXT'
On the 'Enter password' page, click ‘Forgot’
Click the link in the email we send you to enter a new password
If you don’t see the ‘Enter password’ page, it means you haven’t set yourself up for password login.
See How do I create a password? for instructions.
Login with your email address or verified mobile
Click 'Hi [Your Name]▼' > 'Profile'
Click 'Edit' in the ‘Login details’ tile
Enter your new email and click ‘Send code'
A one time code will be sent to your new email address
Enter the code and click ‘Save’
If you need to update your contact/billing email, please go to the Contact Details page of My Account. If you’re unable to log in, contact us online and we can help you update your email.
First, log in to My Account with your email address and OTC/Password
Navigate to the ‘Login details’ page
Click ‘Update’ on the ‘Social accounts' tile
Select your social account
Log in to your social/ third party account and follow the prompts
Before you can login with a mobile number you'll need to verify it in My Account.
Log in to My Account using your email address
Click 'Hi [Your Name] ▼' menu > Profile
In the 'Login Details' tile click 'edit' on Login mobile
Enter your number and confirm it is correct
A code will be sent to your phone via SMS
Enter the code and click ‘Verify and save’
You will now be able to log in using a mobile number and one time code.
Are you sure you’re set up for password login?
It’s possible that you’re not actually set up for password login. To check this:
Enter your email address in the login screen and click 'NEXT’
If the screen says ‘Verify Code’, you’re not a password customer. Read the FAQ for ‘How do I log in using a code?’
If you’re sure you’re set up for password login
First, check that the email isn’t in your junk mail or that your inbox isn’t full. If neither of these is the issue, try repeating the Reset Password process online.
If you still don’t receive the email, you may need to speak to your email provider to see if they've blocked the message. Otherwise you can chat with us to confirm we sent the email.
This means the AGL account number you entered has already been set up for AGL Online Services with a different email address. In other words, you may already be registered. Try logging in with a different email address.
If you’re sure you haven’t registered before check you’ve entered the right account number.
If you continue to get this error, contact us to find out which email address your account is registered with.
If you signed up with AGL after 2016, you’re most likely already registered for AGL Online Services.
You should be able to log in using the email you provided when you set up your account.
If you need to confirm the email that’s registered for AGL Online Services, you can contact us online.
If you get an error message when you try to update your email address, verify a mobile number, link a social account or create a password, please contact us. If you can, make a note of the specific error message before getting in touch. This will help us resolve your issue faster.
If you recently called to update your login email address, you’ll need to click on the link in the email we sent you and enter the PIN provided to you by your customer service representative. The PIN only lasts for 24 hours.
If your PIN has expired and you can still log in using your mobile number or old email address, you can update your email online. Otherwise, please get in touch to complete the process.
First check that the email isn’t in your junk mail or that your inbox isn’t full. If neither of these is the issue, these actions might help:
Click 'Resend' at the bottom of the Verify Code page
Check that you’ve entered the correct email address or mobile
If you’re using Hotmail, check your ‘focused’ and 'other' tabs
If these don’t work, you may need to speak to your email provider to see if they've blocked the message. Otherwise you can chat with us to confirm we sent the email.
The PIN we send you only lasts 24 hours. Once it’s expired, you’ll need to repeat the process for updating your email.
If you can still log in using your mobile number or old email address, you can update your email address online yourself.
If you're unable to access My Account, please contact us to complete the process.
It’s possible the code has expired or you’re entering the wrong code. Some things to try:
1. Check that you’re entering the right number 2. Check that you're using the most recent code sent to your email or SMS 3. Make sure you enter the code within 5 minutes of receiving it 4. Click 'Resend' at the bottom of the ‘Verify Code’ page to try again.
Two-factor authentication (2FA) provides an extra layer of security and helps to keep your AGL account safe. Protecting yourself with 2FA makes it harder for someone else to impersonate you and gain access to your AGL account. 2FA is optional for most customers, but we may ask you to enable it if you have requested additional security or if we notice something unusual.
How does it work?
If you’re logging in with your email and password (or code), then we’ll send a 6-digit code to your mobile. Enter the code, then proceed. The code will expire after 5 minutes.
If you’re logging in with your mobile number and a one-time code, we’ll send a 6-digit code to your email. Enter the code, then proceed. The code will expire after 5 minutes.
How do I activate or deactivate 2FA?
Here are the steps to change your 2FA settings in My Account:
1. From your My Account dashboard, go to your Profile settings. 2. Next to Two factor authentication select Edit. 3. From here you’ll be able to activate or deactivate 2FA.
To do this in the AGL app, go to the Account tab, then tap Login Details.