AGL App and Online Services

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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.
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How is bill projection calculated? Your bill projection is an estimated total of what your bill will be at the end of your billing cycle, either for the month or for the quarter.   For customers with a smart meter, the bill projection estimate will be based on your average daily usage so far and the number of days left in your billing cycle.   For customers with a basic meter, the bill projection estimate will be based on your energy usage for the same period last year, your most recent bill, or if you're new to AGL, it will be based the average of similar customers or households in your state.   How are 'usage so far' and 'cost-to-date' calculated? For customers with a smart meter: The usage so far is the amount of energy you've used so far in this billing cycle. The cost-to-date is the cost for your usage so far and will include supply charges, usage charges, any applicable solar, demand or green charges, and one-off credits, along with GST.   For customers with a basic meter: The usage so far is an estimated figure based on your usage for the same period last year, your most recent bill, or if you're new to AGL, with this meter it will be based other customers or households in your state. The cost-to-date will be the costs associated with this estimated usage and includes supply charges, usage charges, guaranteed discounts and concessions, along with GST. Regardless of your meter type, if you're receiving other credits like a pay on time discount this will not be included in the cost-to-date estimate.    Other helpful resources to help understand bill calculations:   For more information on GST, refer to Do fees and charges include GST? If you have recently completed your own meter read and would like to understand how this affects your bill projection, please refer to How is my electricity bill calculated after completing my own meter read? Need more help understanding your bill? Take a look at I don't understand my bill. What can I do?  Download or view the projected bill details in My Account or the A GL  Energy App.
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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.   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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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. We aren't able to have more than one person listed on an account.   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.
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Step 1  Log in or Register for My Account Step 2 Navigate to Usage and select the fuel type (Gas/Electricity) you wish to enter a read for   Step 3 Confirm which read you are submitting. Select ‘Electricity’ or ‘Gas’ and for which address    Step 4 Confirm safe and clear access to your meter, select ‘OK to continue’       Step 5 Reading your meter left to right, enter the first 5 numbers including all zeroes Step 6 Ensuring you've entered the correct numbers, click ‘NEXT’ to submit your meter read        Need help? See our guide on how to read your meter.   This feature isn’t available to customers with a digital meter. Learn more about your digital meter.
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If you'd like to add another account to your online My Account, simply Contact us 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.    
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The best way to view, manage and pay your bills is via  My Account , or via the  AGL app .    From the My Account dashboard, go to the Billing tab and select 'Download your PDF bill' to view your most recent bill. Previous bills are available for download below.   In the AGL Energy app, select the Billing tab, then Bill History to view your bills.
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This article applies to you if you've performed your own meter read. If you haven't done this, refer to How is my projected electricity bill calculated? Need more help understanding your bill? Take a look at  I don't understand my bill. What can I do?     You may be able to view a projection of your next bill after completing a meter read.   Remember, your bill projection is an estimate only. Your actual bill may be different.   We estimate your average daily charges based on your read provided for the billing period and will still take into account the factors like seasonality, similar home usage, usage from previous periods etc. 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 may also include solar, demand and green charges if applicable. All charges displayed includes GST. The projection excludes any pay-on-time discounts, merchant fees and miscellaneous adjustments.   Since your last bill, you’ve used 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 may also include solar, demand and green charges if applicable. All charges displayed includes GST. Pay-on-time discounts, merchant fees and miscellaneous adjustments are excluded.   However, please note that the bill projection and since your last bill, you’ve used does not include any credit we may apply if your meter read is lower than expected. That credit will be applied in your Account Balance and will be applied to your next bill unless otherwise refunded.   Download or view the projected bill details in My Account or the AGL Energy App.   For more information on GST, refer to Do fees and charges include GST?
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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 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. 
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Here are the steps to update your credit or debit card details:   From My Account, cancel any direct debits you may have associated with the old card by going to  Hi [Your name] ▼ > Account Settings > Billing and Payments > Payment Options > Edit Cancel Direct Debit   2. Add new card in My Wallet by going to: Hi [Your name] ▼  > Account Settings > Billing and Payments > Payment Methods > Edit > My Wallet > Add Payment Method > Edit From here, My Wallet, you can Add A Payment Method and Delete any old or expired cards   3. Set up Direct Debit with your new card by going to: Hi [Your name] ▼ > Account Settings > Billing and Payments > Payment Options > Direct Debit > Edit
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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.
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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.
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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.
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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
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On the login screen, enter your email address and click 'NEXT' If you’re set up with a password, you will see a ‘Password’ field Enter your password and click ‘LOGIN’   If the screen says ‘Verify Code’, you haven't set up login with a password. Read How do I create a Password?   Having trouble logging in? If you're not able to find the code, or it's not working correctly,   get in touch with us.
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On the login screen, enter your email address or verified mobile number and click 'NEXT' We’ll send a one time code to the email address or verified mobile number associated with your account Enter this code in the 'Enter Code' field and click 'NEXT' to finalise login. You'll need to use the code within 5 minutes. If you can't find the code in your email inbox, check your spam folder.   Prefer to log in using a password? After the first time you log in with a code, you can set up a password for future logins. See How do I create a password?   Having trouble logging in? If you're not able to find the code, or it's not working correctly, get in touch with us.
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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. 
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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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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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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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