AGL App and Online Services

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To keep your account as protected as possible, your AGL Online Services password must be 8 or more characters and contain a combination of upper case, lower case and special characters.
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You can update your postal address by contacting us via web chat, phone, or using Message Us online in My Account
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Contact us. A member of our customer service team can verify who you are and help you out.
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Log in to My Account, click on ‘Update my details’ on the left-hand side, update your email address and click ‘Submit’. After that, you’ll need to use your new email address to log into My Account.
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AGL now works with the Google Assistant on compatible devices like Google Home* Android or iOS smartphones. Just say “Hey Google, talk to AGL" to get started.   *Google and Google Home and Android are trademarks of Google LLC.   What is the AGL Action and what does it do?   The AGL Action has been created to help our customers who have a Google Home or other Google Assistant-enabled device to get information about their AGL energy account quickly and easily. Simply speak to your device and say, "Hey Google, talk to AGL" and ask questions like: “What’s my account balance?” “What’s my bill amount?” “When’s my payment due?” “What’s my electricity cost to date?” (smart meter customers only) You can also switch to e-billing and request a payment extension. Set up and use of the Google Assistant   Getting Started 1. Find AGL on the Google Assistant or Google Home app Open your Google Assistant app, tap 'Explore' and search 'AGL'. 2.  Link to your AGL account In the AGL Action, tap 'link' to link your account. 3.  Say "Hey Google, talk to AGL" Now you can manage your AGL account with help from your Google Assistant. See what you can do.   How to sync your account with Google  Installing and using the AGL Action   To get started, just say “Hey Google, ask AGL...” then: “What's my account balance?” “What's my bill amount?” “What was my bill last year?” “When's my electricity bill due?” “What's my cost to date or projected bill?” (Smart meter customers only) “What's an energy saving tip?” “Switch me to e-billing.” “Extend my payment due date.” And, if you ever get stuck, just say ‘Hey Google, talk to AGL. Get help.”   Where can I get help to set up my device?   It’s easy to set up the AGL Action on your Google Assistant. See above for step by step instructions and a demo video. If you’re having any trouble, you can also get help here.      Why can't The AGL Action answer my questions?   The AGL Action may not be able to answer your questions because the question you are asking has not yet been developed. AGL will review customer feedback and requests for additional voice features and update the AGL Action with new features. Your feedback is important to us. If you’d like to provide feedback on the AGL Action, we’d love to hear it. Simply join this thread here on the Community or email us at googlesupport@agl.com.au. When we update the AGL Action with new features or enhancements you’ll be able to see the update in your Google Assistant in addition to receiving an email with important updates (provided we have your consent).   The AGL Action is not working for me - what should I do? Have you set up the AGL Action? If not, follow the instructions on this page. Have you tried to invoke the AGL Action by saying "Hey Google, talk to AGL…” You can ask the following types of questions: “Hey Google, ask AGL what’s my account balance?” “OK Google talk to AGL, what’s my bill amount?” “Hey Google, ask AGL, when’s my payment due?” “OK Google ask AGL, what's my current usage cost?” (For customers with smart meters only.) If the AGL Action is still not working, please check if any other Google Actions you have linked to your device work. If this only affects the AGL Action, please try unlinking your account and linking it again.   I’ve already paid my bill. Why is the AGL Action telling me my bill is overdue? Any payments submitted before 6pm AEST will usually reach your account by the next business day. Any payments submitted after 6pm AEST will take up to 2 business days to reach your account. If you’ve paid your outstanding bills in full, you can disregard any payment information provided via the AGL Action.   Can I link multiple accounts using the AGL Action?  If you have multiple energy products or supply addresses as part of your customer account, then you’ll be able to access all of them via the AGL Action, if they are all linked to the one My Account. To check what products or supply addresses you have linked to your customer number, log into AGL My Account.   The AGL Action can only be linked to one AGL My Account.    Privacy and data security   Is my personal data secure? At AGL we take privacy seriously. Steps we take to secure your personal information include that we seek to only provide Google with information that is necessary to answer your question or use the Action. For example, you’ll notice that data, such as your personal address, is not provided fully. It’s still your responsibility to ensure that the Google Assistant can’t be heard by anyone else, so remember to be aware of who is around who could use the Google Assistant or around you when you ask your Google Assistant for your information. We use end to end encryption to protect your data.   How do I know my personal data is safe? AGL is always working to have appropriate measures in place to protect your personal information. We take steps in accordance with the Guide to Securing Personal Information published by the Office of the Information Commissioner, to secure our systems and the personal information we collect. We also share non-personal information about how people use our websites with security service providers to ensure that our websites are protected. For more information about how we protect and manage your personal information see our privacy policy. When you use the Google Assistant Device, Google will also collect and use your data and personal information and this collection and use will be governed by Google’s privacy policy and its additional terms of use. Where can I get more information on voice services and data security?  Google has a help page here.   Terms and conditions For terms and conditions visit agl.com.au/googleterms.  
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Protect your computer and other devices by keeping your software current and installing anti virus software to keep the criminals away!   The only way to keep yourself safe is to keep you software current, updating apps and operating systems as soon as updates are released - especially after a security issue has been identified. The updates are released because software vendors are always adjusting their code to keep ahead of the criminals. Software updates are a crucial step in keeping your private information private.   And don’t forget to install anti-virus software on your devices. Viruses, worms, Trojan horses, ransomware......are just some of the intruders that anti-virus software will stop. Anti-virus software helps protect your computer against most viruses, worms, Trojan horses, and other unwanted invaders that can make your computer "sick".   The invaders perform malicious acts, such as deleting files, accessing personal data, or using your computer to attack other computers.   To keep your devices healthy, install anti-virus software. Do some research on anti-virus software but some of the big names in Anti Virus software are Norton by Symantec and McAfee.   Stay Smart Online has lots of good resources on how to protect your information.   Where can I go to get help? Scamwatch provides information to consumers and small businesses about how to recognise, avoid and report scams.   www.scamwatch.gov.au Stay Smart Online provides useful information and resources to help you and your family stay safe from cyber security threats. AGL is a proud supporter of Stay Smart Online.   www.staysmartonline.gov.au   Both Scamwatch and Stay Smart Online have an email alert system that you can subscribe to. 
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A strong password is a safe password. Short and simple passwords might be easy for you to remember, but unfortunately are also easier for cyber criminals to crack.   A strong password is greater than eight characters long and a mix of upper and lower case letters, numbers and other symbols:   Lowercase letters a,b,c... Uppercase letters A,B,C… Numerals 0,1,2,3… Symbols @#$….   Learn how to set and use passwords with Stay Smart Online.   And remember never share your passwords with anyone and use different passwords for each of your online account that way if they get into one they will not be able to access your other accounts.
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Yes, the AGL app now tracks and displays solar feed-in and usage data.
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If you can’t find what you’re looking for in the Knowledge Base FAQs on the AGL Community, why not ask your own question? That way, once we post the answer for you, it’ll be there to help others looking for the same information.   If you are having problems logging in, you can also try  clearing your cache . Sometimes while we make changes under the hood you might need to reset your browser to see the changes.    Otherwise, your best bet is to contact us – we’ll be happy to help.
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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.
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If you've only just signed up to AGL, then there is a very good chance that we're still in the process of transferring your accounts over and setting things up.    While this is going on, you'll have very little access to our online services unfortunetly.   If you'd like us to take a closer look at things, please feel free to get in touch with our web chat team here!        
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My Account is an easy way to manage your energy account online. You can check your usage, pay your bill, sign up to direct debit or opt for monthly billing. You'll save time by doing it online with My Account.   Register for My Account.  
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UPDATED 6/12/17 11:46AM   The issue has been resolved and customers can now log in to My Account as normal.    Try clearing your cache if you have had problems trying to reaccess My Account. After completing this action and you still cannot log in, please let us know and we will be happy to help!    ******   We are aware of an issue that is affecting some customers when trying to access My Account using a password. Upon entering a password, customers may see a spinner however there is no response.      Customers using 'one time code' are still able to access My Account. To use this method, on the log in page select 'One Time Code instead'. This will sen a code to your email address to enter into the log in screen.    Access to the AGL app, via both code and password is still available.     Our technical team is currently reviewing the matter. We will continue to provide updates here and advise when the issue has been resolved.  We sincerely apologise for the inconvenience and are working to have access resume as soon as possible.  
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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.
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Eligibility   Who can sign up to this offer? Any AGL residential electricity customer in VIC, NSW, QLD and SA with an active market contract.   Can I sign up if I have a gas account only? No, you must have an electricity account with AGL.   How long is this offer available? As this is a pilot, the offer will be available for a period of 3 months (unless extended by AGL). Any applications received after 30 September 2019 will not be considered, unless otherwise advised by AGL.   Can I keep my existing AGL electricity plan? Yes, the Smart Home Starter Kits can be purchased by eligible customers on any market contract electricity plan, and are not tied to any particular plan.   If I have multiple properties how many can I purchase? You are able to purchase up to 2 kits per property.     Billing and charges   When does my billing start? Your billing starts the day we confirm your order. However, your first payment will only be due when you receive your next electricity bill.   When will I get billed? As per your existing electricty billing cycle and if there are any changes to your electricity billing cycle, your Smart Home Starter Kit payments will automatically align to these changes.   When is my payment due date? Due dates will be the same as your electricity bill due date.   Will I get a separate bill for the repayments? No, it will be seen as a charge on your electricity bill under 'other charges' eg Smart Home Kit - Amazon 1 -12M or Smart Home Kit - Amazon 1-24M   Are there any upfront costs? No   Are there any exit / early termination fees? No, however, should you leave AGL or cancel the Smart Home Starter Kit payment plan, the outstanding balance will be charged on your final/next bill as a lump sum.   Why is it shown as a daily charge on my account? We need to calculate it as a daily charge on your bill to show what is accrued for the bill period. For example if you start part way through a billing cycle you will be charged a pro rata amount for that month.   How do I know how much I have paid and how much is left to pay? We will send you quarterly emails with details of what you have paid and what is left to pay.   How do I know if I have paid off all instalments? You'll be notified at the end of the payment period or you can request an update at any time by emailing smarthome@agl.com.au. You will also get quarterly email updates.   What happens if I miss a payment? As per normal billing arrangements, your bill will accrue as outstanding until paid. If you fail to make a payment for 180 days or more, we will terminate the agreement and you will be required to pay the balance as a lump sum payment.   Will I be billed together for 2 kits? Each kit will be billed as a separate line item on your electricity invoice.   Will my billing change when my electricity bill frequency changes? Yes it will align to your electricity billing frequency.   Will I get a tax invoice? No, but you can request to receive a tax invoice by emailing smarthome@agl.com.au   Can I set up direct debit for my payments? You can't set up direct debits for the payment plan, however you can set direct debit for your electricity account.   How much do I still owe for my smart home starter kit(s)? You can find out the outstanding balance of your smart home starter kit(s) by emailing us at smarthome@agl.com.au.     Moving / Switching   What happens if I move house? If you move house the Smart Home Starter Kit instalment plan will finish and you will need to pay any outstanding balance.   What happens if I leave AGL? If you leave AGL you will need to pay the balance of the instalment plan with your final energy bill.   Can I change electricity plans while on this plan? Yes. The Smart Home Starter Kit instalment plan will continue if you change electricity plans.     Cancellation   Is there a cooling off period? No, there is no cooling off period, however if you change your mind you can return the kit if not opened.   Can I cancel the instalment plan? You can cancel your instalment plan at any time and we'll send you the outstanding balance for payment on your next energy bill.     Product   How many Smart Home Starter Kits can I purchase? Eligible customers are able to purchase up to 2 kits per address.   What is the difference between a 12 & 24 month plan? The total price of the Smart Home Starter Kit is the same but you can elect to pay monthly over 12 months or 24 months ie a $365 Kit will calculated at $1.00/day for 12 months or $0.50/day for 24 months. All prices include GST.   How could this smart home offer benefit me? The ability for customers to purchase Smart Home products and pay through their bill over 12 or 24 months provides an affordable option to help customers start their smart home journey and better manage their energy through a connected home sooner.   What is Amazon Echo, Amazon Echo Dot, Amazon Echo Show? Amazon provides a range of smart speakers which also serve to manage and control your smart home devices such as lighting, heating, airconditioning, security systems and appliances. The Amazon Echo Dot is the smaller speaker suitable for smaller rooms like your bedroom or study, the Echo is a mid size speaker for larger rooms like the family room and the Echo Show is great for the kitchen for things like looking up recipies. Together they form an ecosystem which allows you to stream music throughout the house, speak to each other in different rooms, and control your smart home devices from wherever you are in your house. To find out more about what these speakers can do visit www.amazon.com.au If you link your AGL energy account to the AGL Voice Service on Amazon Alexa you can also manage your energy account with your voice.   What is Amazon Alexa? Amazon Alexa is the virtual assistant built by Amazon. Visit https://www.youtube.com/watch?v=UOEIH2l9z7c to find out more. To use Amazon Alexa on your Amazon Alexa enabled device, download the Amazon Alexa app to your phone and start by saying 'Alexa' and ask your question.   What is the Google Assistant? The Google Assistant is the virtual assistant built by Google. To use the Google Assistant on your Google Assistant enabled device, download the Google Assistant app to your phone and start with 'Hey Google' or "Ok Google" and ask your question. To find out more vist https://www.youtube.com/watch?v=naJ3S3jul1Q   What are Google Home, Google Home Mini, Google Nest Hub? These are all Google smart speakers that enable users to use their voice to interact with the Google Assistant and control smart devices like smart light globes, plugs and thermostats. If you link your AGL energy account to the Google Assistant you can also manage your energy account with your voice. To find out more visit https://store.google.com/product/google_home   What are the warranty periods for the Smart Home Starter Kits? As per manufacturer warranty arrangements. Amazon Echo products have a one year limited warranty. Google Home products have a two year limited warranty. TP Link products have a three year limited warranty. If you have any issues with your devices, please contact smarthome@agl.com.au or complete our online claims form here.   What is the Sensibo Sky? Sensibo turns any split system smart and lets you control it from anywhere. Using 7-day scheduling, geo-fencing and filter cleaning alerts, Sensibo helps you save energy. Sensibo works with Amazon Echo and Google Home so you can use phrases like 'Alexa, turn on living room' and 'Hey Google, turn off the bedroom.' With Sensibo you can use phrases like: 'Alexa, turn on living room', 'Ok Google, turn off the bedroom'   What is the TP Link Light Bulb? The TP Link Smart Light Bulb is an energy efficient, wifi enabled smart light globe that lasts for up to 22 years and can be remote controlled through the Kasa app, voice controlled through Amazon or Google speakers and connected to other devices and scheduled to turn on and off individually or as a group. For more information on what you can do go to agl.com.au/smarthometech   What fitting is the TP Link Light Bulb? The TP Link Light Bulb comes with both types of fittings – Edison Screw (E27) screw and Bayonet Cap (B22d). After you place your order we will contact you to confirm which fittings you require.   What is the TP Link Plug? The TP Link Smart Plug with energy monitoring allows you to monitor and control your appliances remotely, automate and set schedules and find out usage at appliance level and when you're at home can be controlled with your voice through a compatible smart speaker. For more information on what you can do go to xyx tech spec page or visit  https://www.tp-link.com/au/home-networking/smart-plug/hs110/   Why have you chosen TPLink smart home products? TP Link offers 24/7 technical support 365 days of the year, a 3 year replacement warranty, easy warranty claims and high quality manufacturing standards. If you need help with any TP Link products you can call their toll free hotline on 1300 875 465   Why should I buy these products? If you are looking to automate your home appliances and devices to achieve greater energy savings, convenience, security and comfort this is a good way to get started. These products can help you manage your home energy usage and provide greater convenience, security, peace of mind, comfort and control all through your phone or voice controlled speaker.   How can I use IFTTT to automate my home? IFTTT is a world leading IoT cloud platform that allows you to create personalised automatic actions for your smart home devices. So for example, you can create a morning routine that turns on your heater, kettle, lights and radio all at the same time based on one trigger. You can set up IFTTT actions by downloading the app on your phone and exploring what you can do to make your smart home devices even smarter.   What if I want to buy more bulbs/plugs? At this time we are not offering to purchase these products individually, however TP Link smart globes and plugs are available from many retailers.   Where can I find additional info about my products Please refer to agl.com.au/smarthometech for more information on each of your products and what you can do with them.     Claims   What if my product is faulty, damaged or incomplete? If you have any issues with your product, you can notify us via our claims form and we'll contact you to resolve as quickly as possible.   What if a device is no longer available? If for some reason the device is no longer available, we will terminate the agreement and refund any payments already made.   Should I return the full bundle when a single device is faulty or damaged? No. Just return the single device and we will arrange for repair or replacement of that device.   What if I decide I no longer want the product? If you have not opened the Starter Kit but have been billed, you can return the Starter Kit for a full refund. However, if the Starter Kit has been opened you will need to continue with the monthly payments.     Support   Where can I get help to set up my device? You will receive a flyer in your smart home starter kit that explains how to set up your new products or you can refer to our set up guide at agl.com.au/smarthometech.   Who do I contact if I have a question? If you have any questions you can send a message to smarthome@agl.com.au and we will endeavour to respond within one business day.     Delivery   Do I need to sign for the delivery of my smart home starter kit? Yes you will need to sign for delivery.   What if I am not home for delivery? If you are not home to sign for the delivery it will be dropped off at your nearest Australia Post office for collection.   How do I know my Smart Home kit order has been received? You will receive an auto generated email telling you that your order has been received.   How long will it take for the Smart Home Starter Kit to be delivered? The Smart Home Starter kit will be dispatched to you within 10 business days from the commencement date. Once dispatched, delivery of the devices will be subject to standard delivery timeframes. Delivery timeframes may vary.   How do I know my kit has been sent? You'll receive an email notifying you when your kit is on its way.   Can I track the delivery of the Kit? You'll receive Australia Post notifications during delivery.     Privacy and data security   Is my personal data secure? At AGL we take privacy seriously. Steps we take to secure your personal information include that we seek to only provide Google or Amazon with information that is necessary to answer your question or use the Skill. For example, you'll notice that data, such as your personal address, is not provided fully. It's still your responsibility to ensure that your Google Assistant or Amazon Alexa can't be heard by anyone else, so remember to be aware of who is around you when you ask Google Assistant or Amazon Alexa for your information. We use end to end encryption to protect your data.   How do I know my personal data is safe? AGL is always working to have appropriate measures in place to protect your personal information. We take steps in accordance with the Guide to Personal Information published by the Office of the Information Commissioner, to secure our systems and the personal information we collect. We also share non-personal information about how people use our websites with security service providers to ensure that our websites are protected. For more information about how we protect and manage your personal information see our privacy policy. When you use the Google Assistant or Amazon Alexa device, Google and Amazon will also collect and use your data and personal information and this information collection and use will be governed by Google and Amazon's privacy policy and its additional terms of use.
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The AGL Skill has been created to help our customers who have an Amazon Echo or other Alexa-enabled device to get basic information about their AGL energy account quickly and easily.   Simply speak to your device by saying "Alexa, open AGL ...." then:   …"Ask AGL, what's my account balance?" … "Ask AGL,  what's my bill amount?" … "Ask AGL,  when my electricity bill is due?" and more ...    What can the Amazon Echo or Dot do for me? Amazon Echo and Echo Dot are voice-controlled speakers that connect to Alexa, a cloud-based service, to play music, control compatible smart home devices, set alarms and timers, check your calendar, weather, traffic, and sports scores, as well as manage your AGL energy account.   Use your Amazon Echo or Dot to switch on the lamp before getting out of bed, turn on the TV from your favourite chair or dim the lights from the couch to watch a movie – all without lifting a finger. When you want to use Echo or Echo Dot, just say the wake word, “Alexa” and it will light up and respond to your request.   Learn more about Amazon Echo Dot. How do I get Amazon Echo Dot to answer the questions I have? That’s easy. Just say ‘Alexa’ before asking your question. For example, “Alexa, what’s the temperature outside?” Can I check what I've asked Alexa? Yes, you can see what you’ve asked Alexa in the past by viewing your 'History' in the ‘Settings’ section of your Alexa app. But it’s worth noting that Alexa may not understand everything you ask perfectly, so some translations you’ll see in 'History' may not reflect what you said word for word. To help improve your experience, please share your feedback on inaccurate translations in 'History' within the Alexa app.     Set up and use of Amazon Echo   Where can I get help to set up my device? It’s easy to set up the AGL Skill on your Alexa enabled device. See above for step by step instructions and a demo video.   If you’re having any trouble, you can also get help here.   How do I change my country settings, so I can use my Echo Dot or Amazon Alexa in Australia? You can go here to change your country settings with Amazon Australia. This will allow you to see Australian Skills in the Amazon Alexa app.   The AGL Skill for Amazon Alexa   What is the AGL Skill and what does it do? The AGL Skill has been created to help our customers who have an Amazon Echo Dot or other Alexa-enabled device to get information about their AGL energy account quickly and easily.   Simply speak to your device and say "Alexa, open AGL" and ask questions like: “Ask AGL, what’s my account balance?” “Ask AGL, what’s my bill amount?” “Ask AGL, when’s my payment due?” “Ask AGL, what’s my electricity cost to date?” (smart meter customers only) You can also switch to e-billing and request a payment extension.   Over time, more and more AGL capabilities will be added, making Alexa an even more convenient way to connect with AGL.   Why should I have the AGL Skill on my Amazon Echo Dot? Using the AGL Skill on your Amazon Echo Dot lets you access things like your AGL account balance or bill due date without having to lift a finger. Simply ask Alexa to tell you. And, if you’re an AGL customer with a smart meter at home, you can even hear your estimated cost to date along with an estimated bill projection. We’ll add more capabilities to the AGL Skill soon, so stay tuned.   Why can't Alexa answer my questions? If Alexa can't answer your question, it means that we haven't added the question to the AGL Skill yet. AGL continually reviews customer feedback and requests for additional voice features and information; and will continually update the AGL Skill with new features. You'll see updates on the AGL Skill page, and we'll also email registered AGL customers with important updates (provided we have your consent).   Your feedback is important to us. If you have feedback to share about the AGL Skill, we’d love to hear it. Simply join this  thread .   The AGL Skill is not working for me. What should I do? First, make sure it's set up correctly – please follow the instructions at the top of this page. Then, invoke the AGL Skill by saying "Alexa, open AGL…". Check the next FAQ to see which questions you can ask.   If the AGL Skill is still not working, please check if other Alexa Skills are working on your device. If it's only the AGL Skill that's not working, please try unlinking your account and enabling it again. What questions can I ask AGL? Here are some of the questions you can ask: ”Alexa, ask AGL what’s my account balance?” ”Alexa, ask AGL how much is due?” ”Alexa, ask AGL how much do I owe?” ”Alexa, ask AGL what’s my bill amount?” ”Alexa, ask AGL what's my payment due date?” ”Alexa, ask AGL when is my bill due?” ”Alexa, ask AGL when should I pay?” ”Aexa, ask AGL to give me a tip.” ”Alexa, ask AGL to tell me an energy saving tip.” ”Alexa, ask AGL to switch to e-billing.”   If you have a smart meter, you can also ask: ”Alexa, ask AGL what's my current usage cost?” ”Alexa, ask AGL what's my cost to date?” ” Alexa, ask AGL what's my projected bill?”   I've already paid my bill, why is the AGL Skill telling me my bill is overdue? Any payments submitted before 6pm AEST will usually reach your account by the next business day. Any payments submitted after 6pm AEST will take up to 2 business days to reach your account. If you’ve paid your outstanding bills in full, you can disregard any payment information provided on the AGL Skill. I can't access any of the Australian Skills, including the AGL Skill This may be because you have the incorrect country setting in your Amazon Australia account. You can set this up by following the instructions here. Can I link multiple accounts using the AGL Skill? Your AGL Skill can only be linked to one AGL My Account. That said, you can have multiple energy products or supply addresses within My Account.   To see which products or supply addresses are linked to your customer number, log into My Account.   Privacy and data security   Is my personal data secure? At AGL we take privacy seriously. Steps we take to secure your personal information include that we seek to only provide Alexa with information that is necessary to answer your question or use the Skill. For example, you’ll notice that data, such as your personal address, is not provided fully. It’s still your responsibility to ensure that Alexa can’t be heard by anyone else, so remember to be aware of who is around you when you ask Alexa for your information. We use end to end encryption to ensure your data is safe and secure.   How do I know my personal data is safe? AGL is always working to have appropriate measures in place to protect your personal information. We take steps in accordance with the Guide to Securing Personal Information published by the Office of the Information Commissioner, to secure our systems and the personal information we collect. We also share non-personal information about how people use our websites with security service providers to ensure that our websites are protected. For more information about how we protect and manage your personal information see our privacy policy. When you use the Amazon Alexa Device, Amazon will also collect and use your data and personal information and this collection and use will be governed by Amazon’s privacy policy and its additional terms of use.   When are devices streaming audio to the cloud? Echo devices use on-device keyword spotting to detect when you say your selected wake word (Alexa, Amazon, Echo, or Computer) – the device does not stream audio to the cloud unless the wake word is detected or the action button is pressed.   After they hear the wake word, they record what they hear for two purposes:   to send your request to the Alexa voice service in the cloud for processing: for Alexa to figure out what you said, and how to respond; and  to send a copy of your request to the History file for your specific device, which you can access in the Alexa app. This is useful for you, because when Alexa doesn’t respond as you expected her to you can see what she thought you said in the app. It also helps Alexa get better at understanding you over time as you interact with and correct her. However, if you’re uncomfortable with having the History stored you can manage the file in the app anytime you’d like. Just go to Settings > History.   It’s true that Amazon is keeping overall statistics on what types of requests Alexa device owners are making and what types of errors Alexa is experiencing, but these statistics are not tied to individual users or device owners, and they help Amazon to keep making the Alexa service and devices better by keeping track of what consumers want from Alexa but aren’t getting currently or aren’t getting reliably.   Where can I get more information on voice services and data security? Amazon has a help page with lots of detailed information.
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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.
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We are aware of an issue that is affecting a number of our customers when trying to access their solar and electricity usage information through My Account when clicking on the USAGE tab.   Affected customers will see this screen and the link to “Go to electricity and solar usage” does not provide access to the correct screen.       We are currently making some updates in the background which might be the cause of this issue. Our technical teams are investigating this at the moment. We’ll provide an update here as they unfold.   If you are experiencing this issue: 1. Log out of the App or My Account and log back in.   2. If the Usage page does not load correctly and you continue to see the above screen, please clear your cache (instructions here) and retry.   3. If the above instructions fail to resolve the issue please let us know your device, browser and account information and we can investigate with you directly. Please send the moderator a private message. While we appreciate the frustration this inconvenience has caused, we greatly value your feedback and any information you contribute towards a solution.  
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We've recently rolled out a new feature and we've discovered a small number of customers have been impacted when attempting to login to My Account.   Only customers that were not logged out of My Account yesterday morning (24th September) are impacted and may see the below error message when attempting to access My Account again. To resolve the issue, please clear your cookies. There are further instructions provided on the error page if you are unsure how to do this (see below). We apologise for any inconvenience this has caused and thank you for your patience as we resolve.      
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You will need to sign into the app using your AGL online account.   If you don't have an account you can register here.
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