You'll see this error if you've tried to login too many times with an incorrect password. To fix this, close the page. Open a new page and then follow these steps to reset your password.
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.
Alternatively, chat to us aglener.gy/Chat and, after a quick ID verification, a member of our customer service team will be able to lift the lock on your account.
Log in to My Account, click the 'Hi [Your Name] ▼' dropdown menu, and select 'Profile'. Under 'Personal Details' you'll be able to edit contact and login details.
To update your name or date of birth, contact us. A member of our customer service team can verify who you are and help you out.
If you update your login email address, you’ll need to use it to log in to My Account. You’ll also start to be sent your energy bills to this new email address if you’ve registered for eBilling.
An authorised person will be able to access your account and make changes including disconnecting the supply. However, they won't be able to add new products or connections and they won't be listed on the bill.
You can nominate an account authority and give them permission to access your AGL account by following these steps:
From My Account, go to your profile.
Click the 'Hi [Your Name] ▼' menu and then 'Profile'
In the Personal Details section, next to Account Authorisation, select edit.
From here you'll be able to Add new authorised persons or remove existing authorities.
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
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 firstname.lastname@example.org.
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?
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.
Wouldn’t it be great if you could manage your energy account online and save yourself some time? Well, you’re in luck. Thanks to our online account management system, you can now manage your energy anytime using My Account.
Sure, you can always call us and have a chat. But the easiest way to manage your account is with My Account. This dedicated online management tool lets you handle many account-related issues and tasks that you may have previously dealt with over the phone.
Once you’ve registered, you can log on and perform a number of tasks, such as:
View and monitor your energy usage and bill details
View and pay your bills
Choose to receive your bills via email and take the worry out of remembering to pay by setting up Direct Debit
Check the status of your solar system
Update your personal details
Track how much energy you are using
My Account is available for residential and small- to medium-business customers, so you can manage everything in one spot. You can even register two online accounts if you have another property, like a holiday home. That’s pretty handy.
There are some details, like your name and date of birth, that you can’t change online. This is because we use those details to identify your account. If for some reason the details we have on file are incorrect, just call us and we’ll fix the mistake.
If you’re a new AGL Energy customer, you may have to wait a few days for your account to be set up for you to register and log into My Account. Just wait until you receive your welcome pack in the mail and then you're good to go.
Thanks to My Account, you no longer have to wait on hold to access your account details and make changes – just register and log on. Then you’re all set to manage your account online.
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!
You should be able to see your usage data appear in your AGL Energy app 10-15 days after your meter upgrade.
If, after 15 days since your digital meter was installed and you still aren't able to see daily usage and costs data, we'll need to look into this further for you. Within the app, please complete the 'Feedback' form under the 'More' tab, and a member of our app support team be in touch with you soon.
Your usage data will be updated online every 2-3 days. In some cases, you may see estimated data if this information has not recently refreshed.
The AGL Energy App lets you stay in control, informed and connected so it’s easier to manage your budget and avoid surprises on your bill.
If you’re an AGL customer, you can:
Enter your own meter reads.~
View historical billing data.
Easily pay bills via PayPal or credit card.
Download your bill
Monitor your solar usage and production
If you have a digital (or 'smart') electricity meter, you can:
View your daily and monthly usage.
Receive a projection of your next bill amount.
~Only available to customers without a remotely read smart meter.
Simply download the App from the App Store or on Google Play and login using your AGL online account details.
Got more questions? Ask us here! If you're using the app, feel free to share your experiences with your Community members in our feedback board.
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.
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.
Both Scamwatch and Stay Smart Online have an email alert system that you can subscribe to.
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…
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.
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.
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.
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.
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.
Sometimes updates are made to webpages but the changes can not be seen until you clear your recent browsing history. Follow the instructions below, depending on your device and/or browser.
Mozilla / Firefox
Chrome Desktop Chrome Android Microsoft Edge Internet Explorer Safari (desktop Mac) Safari IOS (iPhone)
Right now, the updates we’ve made to our My Account website (previously known as AGL Energy Online) can only be seen by those customers who log on using an AGL ID – one with a registered AGL email address. So, for the moment, you can’t access My Account using third party log in details. However, as we’ll soon integrate third party IDs (like Facebook and Google) with our website, it won’t be long until more AGL energy customers can enjoy the exciting new features in My Account.
After you sign up to AGL for gas or electricity, it can take as long as three months for your service to transfer across to us. During that time, we won’t have any usage information to show you in My Account.
We’ll contact you once your transfer is complete, so you can log in and see it all for the first time.
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.
There are two easy and convenient ways for you to pay your energy bill in My Account:
Click on the ‘Pay my bill’ button on the ‘Overview’ page; or
Go to the ‘Billing’ page and follow the instructions for making a payment.