AGL App and Online Services

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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.     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 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 fitting is an Edison screw. If you have bayonet fittings at home we recommend buying a converter (B22 to E27) which retail for around $4 online. To find out more visit http://www.smarthome.com.au/edison-screw-to-bayonet-adaptor.html   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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If you're having difficulty accessing the Solar Command service, take a look at these FAQs or contact our team using the details below.       How do I contact you?  If you're a South Australian battery customer:   Email us on savppcustomersupport@agl.com.au Call us on 1300 337 118 (option 2 then option 2)   For Commercial Solar customers:   Email us on commercialprojects@agl.com.au  Call us on 1300 377 118 (press option 2 then option 1).   For all other customers:   Email us at solarcustomerservice@agl.com.au Call us on 1300 377 118 (Press option 2 then option 1)   How do I update my login email address? This can be done via your solar monitoring dashboard. Click on Login Details using the navigation bar on the top left On the Login Details you will see ‘login email address’ Click ‘Update’ Update with your new desired email address and save   How do I log in / verify my mobile number? See here.     I didn't receive an email with a code when trying to log in or verify See here.     Why am I seeing "Your password is no longer secure Reset it now to log in"? See here.      How do I reset my password? See here.     How do I log in using a code? See here.     How do I log in using a password? See here.     How do I create a password? See here.
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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.        
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Note: We're currently investigating ongoing issues with one-time code login. These will be resolved as soon as possible.      On the login screen, enter your email address or verified mobile number and click 'NEXT' We’ll send a one time code to your email address or verified mobile number Enter this code in the 'Enter Code' field and click 'NEXT' to finalise login.
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If you have a smart electricity meter you may be able to view a projection of your next bill.   Your bill projection is an estimate only. Here’s how it works:   We calculate your average daily charges for the billing period so far. We multiply this figure by the total number of days in the billing period. This projection takes into account usage charges, supply charges and one-off credits. It also includes solar, demand and green charges, along with GST. The projection excludes any pay-on-time discounts, merchant fees and miscellaneous adjustments.   Remember, your bill projection is an estimate. Your actual bill may be different.   The cost so far tells you the cost of your energy consumption up to this point in your billing period. It includes supply charges, usage charges and one-off credits. It also includes solar, demand and green charges, along with GST. Pay-on-time discounts, merchant fees and miscellaneous adjustments are excluded.   Download or view the projected bill details in My Account or the A GL  Energy App.   For more information on GST, refer to  Do fees and charges include GST?
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Log in to My Account with your email address and OTC/Password Click ‘Manage Account’ from the top bar Click ‘Edit’ on the ‘Login details’ tile Click ‘Update’ on the ‘Social accounts’ tile Select your social account Log in to your social account and follow the prompts  
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As much as we love a good chat, you can now manage your energy anytime using My Account.   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.   Sure, you can always give us a bell on 131 245 and have a chinwag. 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, eh?   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 131 245 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. It’s as easy as 1, 2, 3.   ~Authored by Mark Gambino
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Moving?    It’s easy to arrange gas and electricity to be connected at your new home, especially if you’re already an AGL customer.   Simply:  Log in to My Account. Select the 'Move home' button on the right-hand side of the page, and follow the on-screen instructions. Note: If you haven’t already registered for My Account, ensure that you have your recent energy bill handy, and select ‘Register’.   It only takes a few minutes, and if you need a hand, you can chat online with one of our consultants.    Please remember to give us 3 business days to have energy connected or disconnected at your home. If you have any questions, please call us on 131 245.   If you have already moved,  please  get in touch with our customer service team via  web chat    with your account numbers and they'll be happy to help you update or check your address details. Not an AGL customer? Plan your move with us today. 
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If your current credit card is currently linked to a direct debit please follow steps below, if not, please follow Step 3 only.   Step 1: Log in to My Account Step 2: Cancel any direct debits currently using the card you wish to remove/update.  Manage Account > Billing and Payments > Direct Debit > Manage   Step 3: Add new card in My Wallet  Manage Account > Billing and Payments > My Wallet > Add Delete old card  Add a Payment Method Step 4: Set up Direct Debit with your new card details Manage Account>Billing and Payments>Direct Debit> Manage
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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 chat with us online, or call us on 131 245 – we’ll be happy to help.
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Call us on 131 245. 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 ‘Manage Account' at the top of the page. This will take you to the account management settings where you can edit your contact details and login details and more. To update your name or date of birth, call us on 131 245. A member of our customer service team can verify who you are and help you out.   If you update your 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.
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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.
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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   If you also 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.
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A digital meter (otherwise known as a smart meter) has the ability to provide remote meter readings, which can remove the need for estimated bills and onsite meter reads.   With the AGL Energy App, you can access historical energy usage data by hour, day, week and month. Without a smart meter in your home or small business, the AGL Energy App will be missing some functionality, including current electricity usage and bill projections.  
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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   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.   If you’re a solar command customer you now have access to a solar monitoring tool, real time monitoring of your solar production and household usage.   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. 
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Yes you can. Simply get in touch with our team via web chat and we can organise this for you.  Remember to have your account numbers ready! Please note, each energy account can only be registered to one My Account, account.   Need more help?  Give us a call on 131 245.   
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To nominate an authorised person (known by AGL as a contact person) and give them permission to access your AGL energy account see below instructions. Log in to My Account, select ”Manage Account" from the top and then 'Authorised person' or; Need more help?  Ask for help via  web chat  or give us a call on 131 245.
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Log in to My Account Select 'Make a Payment' on the bill you want to pay  Confirm your payment amount and select 'Later' under 'Payment Date'   Select your preferred payment date from the calendar. Confirm your preferred payment method.    Not registered for My Account? Learn how. 
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Yes, in October 2018 we released a new version of the AGL Energy app, with an improved look and feel. We've designed this version to be more intuitive, so you can access your important AGL account information more quickly and easily. We’re continually making changes to the app to improve your experience. If you have any ideas or feedback, please share your thoughts on the AGL Community.   Download the AGL App For iPhone For Android
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