AGL App and Online Services

Sort by:
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.  
View full article
We are aware of an issue that is affecting a number of our customers when trying to access their solar and electricity usage information through My Account when clicking on the USAGE tab.   Affected customers will see this screen and the link to “Go to electricity and solar usage” does not provide access to the correct screen.       We are currently making some updates in the background which might be the cause of this issue. Our technical teams are investigating this at the moment. We’ll provide an update here as they unfold.   If you are experiencing this issue: 1. Log out of the App or My Account and log back in.   2. If the Usage page does not load correctly and you continue to see the above screen, please clear your cache (instructions here) and retry.   3. If the above instructions fail to resolve the issue please let us know your device, browser and account information and we can investigate with you directly. Please send the moderator a private message. While we appreciate the frustration this inconvenience has caused, we greatly value your feedback and any information you contribute towards a solution.  
View full article
The AGL Skill has been created to help our customers who have an Amazon Echo or other Alexa-enabled device to get basic information about their AGL energy account quickly and easily.   Simply speak to your device by saying "Alexa, open AGL ...." then:   …"Ask AGL, what's my account balance?" … "Ask AGL,  what's my bill amount?" … "Ask AGL,  when my electricity bill is due?" and more ...    What can the Amazon Echo or Dot do for me? Amazon Echo and Echo Dot are voice-controlled speakers that connect to Alexa, a cloud-based service, to play music, control compatible smart home devices, set alarms and timers, check your calendar, weather, traffic, and sports scores, as well as manage your AGL energy account.   Use your Amazon Echo or Dot to switch on the lamp before getting out of bed, turn on the TV from your favourite chair or dim the lights from the couch to watch a movie – all without lifting a finger. When you want to use Echo or Echo Dot, just say the wake word, “Alexa” and it will light up and respond to your request.   Learn more about Amazon Echo Dot. How do I get Amazon Echo Dot to answer the questions I have? That’s easy. Just say ‘Alexa’ before asking your question. For example, “Alexa, what’s the temperature outside?” Can I check what I've asked Alexa? Yes, you can see what you’ve asked Alexa in the past by viewing your 'History' in the ‘Settings’ section of your Alexa app. But it’s worth noting that Alexa may not understand everything you ask perfectly, so some translations you’ll see in 'History' may not reflect what you said word for word. To help improve your experience, please share your feedback on inaccurate translations in 'History' within the Alexa app.     Set up and use of Amazon Echo   Where can I get help to set up my device? It’s easy to set up the AGL Skill on your Alexa enabled device. See above for step by step instructions and a demo video.   If you’re having any trouble, you can also get help here.   How do I change my country settings, so I can use my Echo Dot or Amazon Alexa in Australia? You can go here to change your country settings with Amazon Australia. This will allow you to see Australian Skills in the Amazon Alexa app.   The AGL Skill for Amazon Alexa   What is the AGL Skill and what does it do? The AGL Skill has been created to help our customers who have an Amazon Echo Dot or other Alexa-enabled device to get information about their AGL energy account quickly and easily.   Simply speak to your device and say "Alexa, open AGL" and ask questions like: “Ask AGL, what’s my account balance?” “Ask AGL, what’s my bill amount?” “Ask AGL, when’s my payment due?” “Ask AGL, what’s my electricity cost to date?” (smart meter customers only) You can also switch to e-billing and request a payment extension.   Over time, more and more AGL capabilities will be added, making Alexa an even more convenient way to connect with AGL.   Why should I have the AGL Skill on my Amazon Echo Dot? Using the AGL Skill on your Amazon Echo Dot lets you access things like your AGL account balance or bill due date without having to lift a finger. Simply ask Alexa to tell you. And, if you’re an AGL customer with a smart meter at home, you can even hear your estimated cost to date along with an estimated bill projection. We’ll add more capabilities to the AGL Skill soon, so stay tuned.   Why can't Alexa answer my questions? If Alexa can't answer your question, it means that we haven't added the question to the AGL Skill yet. AGL continually reviews customer feedback and requests for additional voice features and information; and will continually update the AGL Skill with new features. You'll see updates on the AGL Skill page, and we'll also email registered AGL customers with important updates (provided we have your consent).   Your feedback is important to us. If you have feedback to share about the AGL Skill, we’d love to hear it. Simply join this  thread .   The AGL Skill is not working for me. What should I do? First, make sure it's set up correctly – please follow the instructions at the top of this page. Then, invoke the AGL Skill by saying "Alexa, open AGL…". Check the next FAQ to see which questions you can ask.   If the AGL Skill is still not working, please check if other Alexa Skills are working on your device. If it's only the AGL Skill that's not working, please try unlinking your account and enabling it again. What questions can I ask AGL? Here are some of the questions you can ask: ”Alexa, ask AGL what’s my account balance?” ”Alexa, ask AGL how much is due?” ”Alexa, ask AGL how much do I owe?” ”Alexa, ask AGL what’s my bill amount?” ”Alexa, ask AGL what's my payment due date?” ”Alexa, ask AGL when is my bill due?” ”Alexa, ask AGL when should I pay?” ”Aexa, ask AGL to give me a tip.” ”Alexa, ask AGL to tell me an energy saving tip.” ”Alexa, ask AGL to switch to e-billing.”   If you have a smart meter, you can also ask: ”Alexa, ask AGL what's my current usage cost?” ”Alexa, ask AGL what's my cost to date?” ” Alexa, ask AGL what's my projected bill?”   I've already paid my bill, why is the AGL Skill telling me my bill is overdue? Any payments submitted before 6pm AEST will usually reach your account by the next business day. Any payments submitted after 6pm AEST will take up to 2 business days to reach your account. If you’ve paid your outstanding bills in full, you can disregard any payment information provided on the AGL Skill. I can't access any of the Australian Skills, including the AGL Skill This may be because you have the incorrect country setting in your Amazon Australia account. You can set this up by following the instructions here. Can I link multiple accounts using the AGL Skill? Your AGL Skill can only be linked to one AGL My Account. That said, you can have multiple energy products or supply addresses within My Account.   To see which products or supply addresses are linked to your customer number, log into My Account.   Privacy and data security   Is my personal data secure? At AGL we take privacy seriously. Steps we take to secure your personal information include that we seek to only provide Alexa with information that is necessary to answer your question or use the Skill. For example, you’ll notice that data, such as your personal address, is not provided fully. It’s still your responsibility to ensure that Alexa can’t be heard by anyone else, so remember to be aware of who is around you when you ask Alexa for your information. We use end to end encryption to ensure your data is safe and secure.   How do I know my personal data is safe? AGL is always working to have appropriate measures in place to protect your personal information. We take steps in accordance with the Guide to Securing Personal Information published by the Office of the Information Commissioner, to secure our systems and the personal information we collect. We also share non-personal information about how people use our websites with security service providers to ensure that our websites are protected. For more information about how we protect and manage your personal information see our privacy policy. When you use the Amazon Alexa Device, Amazon will also collect and use your data and personal information and this collection and use will be governed by Amazon’s privacy policy and its additional terms of use.   When are devices streaming audio to the cloud? Echo devices use on-device keyword spotting to detect when you say your selected wake word (Alexa, Amazon, Echo, or Computer) – the device does not stream audio to the cloud unless the wake word is detected or the action button is pressed.   After they hear the wake word, they record what they hear for two purposes:   to send your request to the Alexa voice service in the cloud for processing: for Alexa to figure out what you said, and how to respond; and  to send a copy of your request to the History file for your specific device, which you can access in the Alexa app. This is useful for you, because when Alexa doesn’t respond as you expected her to you can see what she thought you said in the app. It also helps Alexa get better at understanding you over time as you interact with and correct her. However, if you’re uncomfortable with having the History stored you can manage the file in the app anytime you’d like. Just go to Settings > History.   It’s true that Amazon is keeping overall statistics on what types of requests Alexa device owners are making and what types of errors Alexa is experiencing, but these statistics are not tied to individual users or device owners, and they help Amazon to keep making the Alexa service and devices better by keeping track of what consumers want from Alexa but aren’t getting currently or aren’t getting reliably.   Where can I get more information on voice services and data security? Amazon has a help page with lots of detailed information.
View full article
The PIN we send you only lasts 24 hours. Once it’s expired, you’ll need to repeat the process for updating your email.   If you can still log in using your mobile number or old email address, you can update your email address online yourself.    If you're unable to access My Account, please contact us to complete the process.
View full article
If you recently called to update your login email address, you’ll need to click on the link in the email we sent you and enter the PIN provided to you by your customer service representative. The PIN only lasts for 24 hours.   If your PIN has expired and you can still log in using your mobile number or old email address, you can update your email online. Otherwise, please get in touch to complete the process.
View full article
It’s possible the code has expired or you’re entering the wrong code. Some things to try: 1. Check that you’re entering the right number 2. Check that you're using the most recent code sent to your email or SMS 3. Make sure you enter the code within 5 minutes of receiving it 4. Click 'Resend' at the bottom of the ‘Verify Code’ page to try again.
View full article
Your login mobile for AGL Online Services can only be changed by a customer service representative. Please contact us if you need to change it.
View full article
This means the email you tried to log in with is not registered to an AGL account.   Try using a different email address or registering for AGL Online Services if you haven’t already done so.
View full article
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.
View full article
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.
View full article
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.      
View full article
AGL now works with the Google Assistant on compatible devices like Google Home* Android or iOS smartphones. Just say “Hey Google, talk to AGL" to get started.   *Google and Google Home and Android are trademarks of Google LLC.   What is the AGL Action and what does it do?   The AGL Action has been created to help our customers who have a Google Home or other Google Assistant-enabled device to get information about their AGL energy account quickly and easily. Simply speak to your device and say, "Hey Google, talk to AGL" and ask questions like: “What’s my account balance?” “What’s my bill amount?” “When’s my payment due?” “What’s my electricity cost to date?” (smart meter customers only) You can also switch to e-billing and request a payment extension. Set up and use of the Google Assistant   Getting Started 1. Find AGL on the Google Assistant or Google Home app Open your Google Assistant app, tap 'Explore' and search 'AGL'. 2.  Link to your AGL account In the AGL Action, tap 'link' to link your account. 3.  Say "Hey Google, talk to AGL" Now you can manage your AGL account with help from your Google Assistant. See what you can do.   How to sync your account with Google  Installing and using the AGL Action   To get started, just say “Hey Google, ask AGL...” then: “What's my account balance?” “What's my bill amount?” “What was my bill last year?” “When's my electricity bill due?” “What's my cost to date or projected bill?” (Smart meter customers only) “What's an energy saving tip?” “Switch me to e-billing.” “Extend my payment due date.” And, if you ever get stuck, just say ‘Hey Google, talk to AGL. Get help.”   Where can I get help to set up my device?   It’s easy to set up the AGL Action on your Google Assistant. See above for step by step instructions and a demo video. If you’re having any trouble, you can also get help here.      Why can't The AGL Action answer my questions?   The AGL Action may not be able to answer your questions because the question you are asking has not yet been developed. AGL will review customer feedback and requests for additional voice features and update the AGL Action with new features. Your feedback is important to us. If you’d like to provide feedback on the AGL Action, we’d love to hear it. Simply join this thread here on the Community or email us at googlesupport@agl.com.au. When we update the AGL Action with new features or enhancements you’ll be able to see the update in your Google Assistant in addition to receiving an email with important updates (provided we have your consent).   The AGL Action is not working for me - what should I do? Have you set up the AGL Action? If not, follow the instructions on this page. Have you tried to invoke the AGL Action by saying "Hey Google, talk to AGL…” You can ask the following types of questions: “Hey Google, ask AGL what’s my account balance?” “OK Google talk to AGL, what’s my bill amount?” “Hey Google, ask AGL, when’s my payment due?” “OK Google ask AGL, what's my current usage cost?” (For customers with smart meters only.) If the AGL Action is still not working, please check if any other Google Actions you have linked to your device work. If this only affects the AGL Action, please try unlinking your account and linking it again.   I’ve already paid my bill. Why is the AGL Action telling me my bill is overdue? Any payments submitted before 6pm AEST will usually reach your account by the next business day. Any payments submitted after 6pm AEST will take up to 2 business days to reach your account. If you’ve paid your outstanding bills in full, you can disregard any payment information provided via the AGL Action.   Can I link multiple accounts using the AGL Action?  If you have multiple energy products or supply addresses as part of your customer account, then you’ll be able to access all of them via the AGL Action, if they are all linked to the one My Account. To check what products or supply addresses you have linked to your customer number, log into AGL My Account.   The AGL Action can only be linked to one AGL My Account.    Privacy and data security   Is my personal data secure? At AGL we take privacy seriously. Steps we take to secure your personal information include that we seek to only provide Google with information that is necessary to answer your question or use the Action. For example, you’ll notice that data, such as your personal address, is not provided fully. It’s still your responsibility to ensure that the Google Assistant can’t be heard by anyone else, so remember to be aware of who is around who could use the Google Assistant or around you when you ask your Google Assistant for your information. We use end to end encryption to protect your data.   How do I know my personal data is safe? AGL is always working to have appropriate measures in place to protect your personal information. We take steps in accordance with the Guide to Securing Personal Information published by the Office of the Information Commissioner, to secure our systems and the personal information we collect. We also share non-personal information about how people use our websites with security service providers to ensure that our websites are protected. For more information about how we protect and manage your personal information see our privacy policy. When you use the Google Assistant Device, Google will also collect and use your data and personal information and this collection and use will be governed by Google’s privacy policy and its additional terms of use. Where can I get more information on voice services and data security?  Google has a help page here.   Terms and conditions For terms and conditions visit agl.com.au/googleterms.  
View full article
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
View full article
Protect your computer and other devices by keeping your software current and installing anti virus software to keep the criminals away!   The only way to keep yourself safe is to keep you software current, updating apps and operating systems as soon as updates are released - especially after a security issue has been identified. The updates are released because software vendors are always adjusting their code to keep ahead of the criminals. Software updates are a crucial step in keeping your private information private.   And don’t forget to install anti-virus software on your devices. Viruses, worms, Trojan horses, ransomware......are just some of the intruders that anti-virus software will stop. Anti-virus software helps protect your computer against most viruses, worms, Trojan horses, and other unwanted invaders that can make your computer "sick".   The invaders perform malicious acts, such as deleting files, accessing personal data, or using your computer to attack other computers.   To keep your devices healthy, install anti-virus software. Do some research on anti-virus software but some of the big names in Anti Virus software are Norton by Symantec and McAfee.   Stay Smart Online has lots of good resources on how to protect your information.   Where can I go to get help? Scamwatch provides information to consumers and small businesses about how to recognise, avoid and report scams.   www.scamwatch.gov.au Stay Smart Online provides useful information and resources to help you and your family stay safe from cyber security threats. AGL is a proud supporter of Stay Smart Online.   www.staysmartonline.gov.au   Both Scamwatch and Stay Smart Online have an email alert system that you can subscribe to. 
View full article
A strong password is a safe password. Short and simple passwords might be easy for you to remember, but unfortunately are also easier for cyber criminals to crack.   A strong password is greater than eight characters long and a mix of upper and lower case letters, numbers and other symbols:   Lowercase letters a,b,c... Uppercase letters A,B,C… Numerals 0,1,2,3… Symbols @#$….   Learn how to set and use passwords with Stay Smart Online.   And remember never share your passwords with anyone and use different passwords for each of your online account that way if they get into one they will not be able to access your other accounts.
View full article
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.
View full article
Log in to My Account, click on ‘Update my details’ on the left-hand side, update your email address and click ‘Submit’. After that, you’ll need to use your new email address to log into My Account.
View full article
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.  
View full article
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.
View full article
The app is currently compatible on any Apple mobile device with iOS 7 or later as well as Android mobile devices with version 4.1 or later.
View full article