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UPDATED 17th October 2017    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 their My Account access. An example of this issue is shown below.    There appears to be a 2-5 day delay in the data that some customers are receiving. Our technical teams are investigating this at the moment and we will provide an update here as they unfold.      Thank you for your patience throughout this time, and please accept our sincere apologies for any inconvenience this has caused.                                                                         
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Login with your email address or verified mobile Click ‘Manage Account’ Click 'Edit' in the ‘Login details’ tile Click 'Update' on the 'Login email' 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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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.
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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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Keep on top of your account   The combination of the AGL Energy App and My Account gives you the ability to manage your energy usage, no matter where you are.   Getting set up   You can register for an online ID using My Account, or the AGL Energy App. You’ll need your account number, confirm your name as on the bill and date of birth. Once you have an online ID, you can use this to access My Account and our app. My Account   Once you’re in, there’s a lot you can manage on your own. Here are some of the options:   organise your home or small business move get detailed information about your energy usage link your electricity and gas accounts in My Account view and pay your bills, with flexible payment options save your payment details choose to receive your bills via email set up Direct Debit update your personal details request a payment extension keep up with your AGL Rewards opt-in to Bill Smoothing register for SMS Pay. The AGL Energy App All residential and small business AGL energy customers can use the AGL Energy App to manage their account on the go. Use the app to:   view information on your usage and charges if you have a digital smart meter you can track your cost to date and see a projection for your next bill view current and past bills enter your own meter reads pay your bill via credit card, bank account or PayPal update your contact details set up direct debit set up monthly billing.   Ready to get on top of your energy account?   Download the AGL App Get the AGL App for Android Get the AGL App for iPhone   Sign into My Account  
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The AGL Peak Energy Rewards Managed for You program is a pilot program which is testing new ways to reduce demand on the electricity grid to help ensure there’s enough energy for everyone, when it’s needed.   Between April 2018 and 31 March 2019, when the electricity grid is experiencing high demand, we’ll notify pilot participants that a “peak event” will occur.   After we install a new Schneider EVLink Smart Wallbox we’ll remotely pause it charging your electric vehicle during a peak event. Each peak event will run for up to two hours. You can opt out of each peak event:   before or during the event if you choose via the ChargeFox electric vehicle management app, which you can download to your smartphone. All the details of how to configure your ChargeFox electric vehicle management platform will be sent in your welcome pack, including how to opt out of peak events; you can also opt out up to four hours prior to the event by contacting the Electric Vehicles team from 9am to 5pm Monday to Friday on 1300 001 515.   After each peak event, the Schneider EVLink Smart Wallbox will automatically be returned to its previous power use.   In return for your participation in the entire two-hours of each peak event you’ll receive financial rewards. Combined financial rewards for your participation will be sent in November 2018 and April 2019.  
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  If you have registered but no longer want to participate in the Peak Energy Rewards program prior to 31 March 2018, you can email peakenergyrewards@agl.com.au.   After your hardware has been installed, you can opt out of the program by emailing peakenergyrewards@agl.com.au or calling AGL 1300 025 928 between 8.30am and 6pm AEST Monday to Friday.   Any devices which we have installed will need to be returned. We’ll organise an installer to come to your home to uninstall these.   For participants with an electric vehicle   If you have registered but no longer want to participate in the Peak Energy Rewards program prior to 31 March 2018, you can email ElectricCarPlan@agl.com.au   After your charging station has been installed, you can opt out of the program by emailing ElectricCarPlan@agl.com.au or calling AGL’s Electric Vehicle team on 1300 001 515 between 9am and 5pm AEST Monday to Friday. We’ll need to organise a time to come and uninstall the Schneider Smart Wallbox as you are no longer a participant.   To opt out of individual events, you can simply notify us via the ChargeFox EV app – we’ll send configuration details for the ChargeFox in your welcome pack. Or you can call us at least four hours prior to the event, if it is between 9am and 5pm AEST Monday to Friday.
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  After you’ve registered for the program and accepted the terms and conditions, our supplier’s specialist EV installer will be in touch to organise to visit your home and verify your smart meter and switchboard for installation of a Schneider EVLink Smart Wallbox charging station.   If your home is compatible, the EV installer will complete the installation of the Schneider EVLink Smart Wallbox charging station, at the same time as the site inspection. We will also provide you with details on how to set up ChargeFox electric vehicle management app on your smartphone.
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  After you’ve registered for the program and accepted the terms and conditions, we’ll be in touch to organise for a certified electrician to visit your home and verify your air-conditioner’s compatibility for installation of three smart devices. The first on your switchboard, the second on the external air-conditioning unit and a third remote AC controller near your air conditioner.   If your home is compatible, the electrician will complete the installation of the three devices, including the smart air conditioning control device, at the same time as the home visit. If your air conditioner is compatible, we’ll help you set up the smart air conditioner controller app on your smartphone. You will then be sent an information pack with the full details of what to expect during the program.   If your home is not compatible unfortunately you are ineligible to participate, but we will reward you with a $50 Visa gift card to thank you for your expression of interest.
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  If you’re planning on moving, please contact us and let us know your future address. If it’s in NSW, we can check if your new property has a digital meter and if your new air conditioner is still eligible to participate.   If you have an electric vehicle, we can also discuss the potential options for moving your Schneider EVLink Smart Wallbox to your new property.
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  The Tesla Powerwall 2 has the following features:   Backup power available for an additional cost* An advanced liquid thermal control system Compact installation Up to 10-year warranty Floor or wall mounted, indoor or outdoor installation   *Backup power is available for an additional $399. Backup power will require modifications to your switchboard which is not included in the cost of a standard installation. A detailed site inspection will be conducted by AGL to assess your switchboard’s configuration for backup power. An AGL battery expert can discuss your specific backup power options. The availability of backup power during a power outage is dependent on having excess power stored in your battery to use at the time of any power outage.
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  We’ll install three smart devices: one on your air conditioner and a second on your switchboard so we can remotely manage your air conditioner via your home’s WiFi network. A third device, a smart air conditioner controller, will be installed to provide you with pre-cool capability, in case your air conditioner is compatible. This device will also provide us visibility of the temperature and humidity in the room with your designated remote-controlled air conditioner, which will allow us to further understand and optimise your comfort.
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  In the Peak Energy Rewards Managed for You program, if you return home and plug in your electric vehicle it will not charge unless you have opted out of the peak event.
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  In the Peak Energy Rewards Managed for You program, during the specific peak event, AGL will remotely control your air-conditioner by sending a signal to the smart devices which automatically changes your air conditioner power down to 50% of its normal power. To participate, you will need to ensure your Wi-Fi is connected so the devices can remotely change your air conditioner.   At the end of each peak event, we’ll send a signal to your air conditioner to change your settings back to manual. Don’t worry, we’ll make sure your air conditioner is always returned to working as it was before the peak event, and will only control your air conditioner during the set peak event unless you opt out.
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  Yes. However, if you are unable to attend then an adult member of the house with your written authority will need to be home during the home visit.
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  During 31 March 2018 and 31 March 2019, we’ll notify Peak Energy Rewards Managed for You participants via SMS when the electricity grid is experiencing high demand, known as a “peak event”. The SMS will be sent approximately 24 hours before a peak event, and detail the time of the peak event (e.g. Tuesday 4-6pm) when your air conditioner power will be remotely changed – without any action required on your behalf. An SMS will be sent to you at the start and end of the event and will include a post event survey to collect feedback on your experience. The peak event may be cancelled up to one hour before, but we’ll send you a cancellation SMS if that happens.
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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
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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.      
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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.  
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Every day solar energy that’s not used in a home is exported to the grid.   AGL Solar Exchange uses digital meters installed in participants’ homes to measure the solar energy that is exported in a given amount of time.   Every kWh of solar energy that is supplied to the grid is represented as a Solar Token on AGL Solar Exchange, which can then be traded between Buyers and Sellers.   A Solar Token is equivalent to 1 kWh of exported solar energy. Solar Tokens are traded on the platform at a rate a Buyer chooses and a rate a Seller chooses, and AGL Solar Exchange matches compatible trade preferences.   If you don’t have a solar system and want to buy Solar Tokens from a Seller, you can buy as many Solar Tokens as the amount of electricity you consumed from the grid within a trading period.
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