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.
First check that the email isn’t in your junk mail or that your inbox isn’t full. If neither of these is the issue, these actions might help:
Click 'Resend' at the bottom of the Verify Code page
Check that you’ve entered the correct email address or mobile
If you’re using Hotmail, check your ‘focused’ and 'other' tabs
If these don’t work, you may need to speak to your email provider to see if they've blocked the message. Otherwise you can chat with us to confirm we sent the email.
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.
Enter your email address in the login screen and click 'NEXT'
On the 'Enter password' page, click ‘Forgot’
Click the link in the email we send you to enter a new password
If you don’t see the ‘Enter password’ page, it means you haven’t set yourself up for password login.
See How do I create a password? for instructions.
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 ‘Manage Account’
Click 'Edit' in the ‘Login details’ tile
Click 'Update' on the ‘Email Login Preference’ tab
Click ‘Yes’ to confirm you want to switch to Password login
Enter a unique password and click 'SAVE'
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.
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 email@example.com.
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.
The AGL Skill on Amazon Alexa and AGL Action on the Google Assistant are voice services you can use to help you manage your AGL energy account. With a simple voice command, they can help you get information about your AGL account without having to log in or pick up the phone.
At AGL we take your privacy seriously. You can control what information is stored and shared with Amazon and Google.
Learn more about how your data is collected and used:
AGL Skill on Amazon Alexa – FAQs AGL Action on the Google Assistant – FAQ’s
Join the discussion on AGL Community and provide feedback on your experience:
AGL Skill on Amazon Alexa – discussion and feedback thread AGL Action on the Google Assistant – discussion and feedback thread
There are scam emails and phone calls currently circulating that pretend to be from reputable energy companies, which claim you owe money for an outstanding gas or electricity bill and ask you to:
make a payment over the phone, or
click on a link to view your account or to make a payment.
These communications may also threaten disconnection activity within 24 hours of contact.
They often involve you being illegally contacted by an individual or company who pretend to be from AGL and who try to gain your personal information by falsely saying things like:
Your AGL energy bill is overdue and you need to share your credit card or bank account details to avoid being disconnected; or
You’ve been overcharged and we need your credit card in order to refund you.
These are just two examples, but if you receive a phone call or email that’s similarly unusual or suspicious that asks for your financial information, please do two things:
Ignore it; and
Download the AGL App or go to My Account to check on your account balance, or
Call us directly on 131 245 to check whether we have been trying to contact you.
If you’ve provided your details on a website, by email or over the phone, and you believe you may have been a victim of fraud, please contact your financial institution immediately.
Remember, AGL will never
send you emails asking for personal banking or financial details, or
threaten disconnection within 24 hours of contact.
How the scams work:
You receive an email from a reputable energy company claiming that you owe them money.
The email may appear to come from a department like the 'Accounts Receivable Team' or 'Accounts Payable'.
The email may contain the subject title 'Your AGL Bills Update ✔'.
The email may or may not be from your current energy provider.
The email may claim that you have exceeded your energy usage limit and need to pay or even that you are eligible to use a discounted energy tariff if you click on the link.
The email may direct you to click on a link to view your account, pay your bill or download an attachment.
If you click on the link, your computer may be infected with malicious software and your identity compromised.
If you 'pay' the amount, you will lose your money and may have your credit card details stolen.
How to protect yourself:
If you receive a suspicious email for outstanding energy usage - delete it immediately.
If you're not sure if this is a scam, contact your energy provider with the contact details from their website and not from the email.
Look out for tell tale signs of a scam email, including spelling mistakes and poor grammar.
Never click on the links from suspicious emails and delete them immediately.
For more information visit the Scam Watch website.
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.
You might not have access to My Account if you have:
Life Support registered against your account
An unmetered account
A Commercial & Industrial account
A bulk hot water account.
If you’ve recently switched to AGL in the last 2 business days, please wait for your Welcome Pack to arrive before you register your account with My Account. It’ll have your new account number which you’ll need in order to complete your registration form.
For help registering for My Account, chat with us online , 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.
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!
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.
You can download the app from the App Store or the Google Play store. Once downloaded, you will need to sign in to the app using your AGL account details.
If you haven't registered for My Account with AGL, you can easily do this with the AGL Energy App.
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.