Knowledge Base

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The easiest way to view and pay your bills is to log into My Account. Otherwise, you can use our secure online bill payment page to pay online with a Visa or MasterCard. Credit cards are charged a payment processing fee fee which will show up on your next bill. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule. You can also register to receive your bills through BPAY View so you can receive, manage and pay them from your financial institution's internet banking website. Visit bpay.com.au for more information. You can find more information about Billing and Payments in Help and Support.    
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To keep your account as protected as possible, your AGL Online Services password must be 8 or more characters and contain a combination of upper case, lower case and special characters.
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Click on ‘Forgot?' on the My Account log in page and follow the steps to enter a new secure password.
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You’ll see an error message that’ll ask you to try logging in again. If you’ve forgotten your password, click on ‘Forgot' on your My Account log in page to reset your password. If you try to log in using the wrong password more than 5 times, your account will be locked. To unlock your account, call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and give you access to your account again.
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Head to this page and enter your log in email address and click next. Click 'forgot' to reset your password. An email will be sent to you with instructions for changing your password.    Alternatively, you can call us 24/7 on 131 245 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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Call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and help you out.
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There are two ways to nominate an authorised person (known by AGL as a contact person) and give them permission to access your AGL energy account:   Call us at AGL anytime 24/7 on 131 245, or; Log in to My Account, select ”Manage Account" from the top and then “Authorised person”.
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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, call us anytime 24/7 on 133 835.    
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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 anytime 24/7 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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If you’re an AGL customer:   Have a recent AGL energy bill handy and click on the ‘My Account’ button in the top right hand corner of the AGL homepage. Start by entering your Account Number (you’ll find it in the top right-hand corner of your bill), then follow the prompts to complete the registration process. If successful, you’ll be taken to the My Account homepage. Soon after, you’ll be sent a confirmation email to the email address you used to register for My Account.
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Call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and help you out.
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If you’re an AGL residential customer, simply download the AGL Energy App and sign in using your My Account log in details. If you don't have log in details for My Account you can register here. If you don’t have a digital meter at home, you might find that you don’t have access to all of the features.
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You sure can. Simply login to My Account and select ‘Add or Remove an Account' on the left-hand side. It’ll then ask for some details, like your date of birth and phone number, but also your account number and your name as it appears on your AGL energy bill, so be sure to have one handy. Each energy account can only be registered to one My Account, account.  
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Log in to My Account and select ‘Change Password’ on the left-hand side. From there, simply follow the instructions to set a new secure password.
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If you have more than one energy account with AGL, you’ll need to select which one you’d like to manage to start with since you can only manage one account in My Account at a time.   However, once you’re logged in, you can switch between any of your registered energy accounts.  
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It’s easy to arrange gas and electricity to be connected at your new home – and in as little as one business day, too. Conditions apply. Learn about the AGL Move-In Guarantee here. If you’re already an AGL customer, simply: Log in to AGL Energy Online. (Or, if you haven’t already registered for AGL Energy Online, make sure you have a recent energy bill handy and select ‘Register’. You’ll automatically be directed to 'My Account' once you’ve been set up successfully.) Select 'Moving' at the top of the page and follow the instructions. If you’re not an AGL customer, your best option is to complete our online form. It only takes a few minutes, and if you need a hand, you can chat online with one of our consultants.   Otherwise, to speak to us over the phone about connecting or disconnecting gas and electricity at your new or old place, please call us anytime 24/7 on 131 245.
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If you pay your energy bills using a credit card, or any card that uses a credit card payment facility, AGL is charged a merchant services fee by your financial institution. This will appear on your next bill as ‘payment processing fee’. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule. There are other methods for paying your energy bills with AGL that won’t incur a payment processing fee, which you can learn about in the Billing and Payments section of Help and Support.
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Pro-rata billing happens when our energy rates change during your billing cycle. For example, if the new rate begins on day 20 of a 30 day billing cycle, there are 10 pro-rated days on the new rates and 20 pro-rated days on the old rates. To work out your bill, we calculate your daily average energy use for the billing period. From this, we can work out your usage on both old rates and new rates, which are added together to make up your bill.
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The account service fee in WA relates to our provision of service to you, and is calculated by multiplying the number of days in your billing period by the daily account service fee, which is detailed on your fee schedule.
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Whilst your gas meter measures gas consumption in cubic meters, your usage is actually billed in ‘megajoules’ or ‘units’ on your bill, depending on your state. To calculate the number of megajoules, you must subtract your meter’s end read from the start read, then multiply by pressure factor and heating value. For WA, the number of Megajoules is then divided by 3.6 to get to billed units. A unit of gas is equivalent to 1 kilowatt hour of energy.
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