Knowledge Base

Find FAQs and other information in these articles published by an expert.

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The easiest way to view and pay your bills is to log into My Account.   My Wallet My Wallet contains all the payment methods you’re currently using with AGL. You can select from your saved payment methods for quick and simple bill payments, and you can add or delete payment methods at any time. Visit the Manage Account tab in My Account to access My Wallet.   Direct Debit Direct Debit payment arrangements help make sure your bills are paid on time, every time. Set up Direct Debit with AGL and you won’t have to worry about remembering to make a payment – we’ll send you a bill with your due date and the payment will be deducted automatically from your nominated account on this date. You can easily manage your Direct Debit details with My Account . – just click on the Manage Account tab, then select Direct Debit. Here you can add, change, or cancel your Direct Debit payment arrangements. Any payment methods you set up for Direct Debit will be saved in My Wallet.   If you don't have My Account 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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Moving home with AGL is easy.   Whether you are already an AGL customer, or you are looking to join AGL to power your home, you can arrange your move using our online moving process.   Our online moving process takes less than 5 minutes and we guarantee power on the day you move if you provide one business days’ notice.   What is the AGL Move-in Guarantee? If your electricity isn't connected by midnight on the agreed move-in date, you may claim up to $250 credit per day for expenses you have incurred, until your power is connected. Learn more about the AGL Move-In Guarantee here.   Arrange your move online now, or 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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You’ll find new bills, along with all of your old ones, by clicking on the ‘Billing’ tab on the ‘Overview’ page (that’s the page you’ll first see after you log in to My Account).
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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.
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After hearing your feedback on the old version and discovering the new features you’d like to see, we’ve created a new-look My Account website (previously known as AGL Energy Online) that can make it easier, faster and more useful for you to better manage your AGL energy accounts – anytime, from anywhere.
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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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Moving?    It’s easy to arrange gas and electricity to be connected at your new home, especially if you’re already an AGL customer.   Simply:  Log in to My Account. Select the 'Move home' button on the right-hand side of the page, and follow the on-screen instructions. Note: If you haven’t already registered for My Account, ensure that you have your recent energy bill handy, and select ‘Register’.   If you’re not an AGL customer, the 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.    Please remember to give us 3 business days to have energy connected or disconnected at your home. If you have any questions, please call us anytime 24/7 on 131 245.
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The main difference you’ll find with the new-look My Account (previously known as AGL Energy Online) is your ‘Overview’ home page. Once you log in, you’ll see a dashboard that’s easier to read – one that helps makes it faster for you to understand things like how much you’ve used and spent on gas and electricity, or what your next energy bill is projected to be. However, you may find that some parts of the website – like the ‘Usage’ section – are the same as before. So please, keep an eye on the AGL Community as we continue to improve the My Account experience for you. We’ll add more frequently asked questions as we go along.
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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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We’re gradually moving all of our customers from AGL Energy Online onto the new My Account website. You don’t need to do anything – once you have access to the new My Account website, you’ll see a message when you log in.
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If you have a remotely read smart electricity meter you may be able to view a projection of your next bill. Your projected bill is calculated by using your historical data to estimate your average daily energy usage, until the end of your current billing period. It is a projection only, and does not factor in any unbilled charges such as credits, pay on time discounts or other unbilled charges. Your actual bill may also be different from your projected bill if your usage patterns change during the billing period.
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We know it can be hard to juggle bills and expenses. And there’s nothing worse than receiving an unexpected bill that throws your budget out.   But rather than worry about it, check out AGL bill smoothing to see how we can help take the surprise out of your energy bill[s].   What is bill smoothing?   AGL bill smoothing is a payment plan that creates a regular estimated bill. It works by splitting the estimated total cost of your energy bills over the next 12 months into equal monthly, fortnightly or weekly instalments.   The bill amounts are, as the name suggests, ‘smoothed out’ – or averaged over a year.   What are the advantages of bill smoothing?   Bill smoothing is designed to take the surprise out of your energy bill[s], by splitting the estimated cost into smaller instalments spread over 12 months.   Bill smoothing reduces the impact of seasonal energy use (for example high heating or cooling costs).   It also has the benefit of making your energy costs more predictable and easier to manage, allowing you to plan your budget and cash flow.   Will I still receive statements?   Yes. With bill smoothing you continue to receive account statements on your usual quarterly billing cycle. The statements include information about your energy consumption, so you can monitor how, where and when you use energy throughout the year.   If you are signed up to bill smoothing, we will review your estimated instalments every six months. And we will contact you by phone or mail when your plan changes (either increases or decreases).   How do I set up bill smoothing?   Bill smoothing is available to residential and small-business customers. You can set up bill smoothing by contacting us, or by signing up online at My Account. And of course we will confirm all details and instalment amounts with you in writing.   What if I need to cancel a bill smoothing plan?   If you wish to cancel an existing bill smoothing plan, please  contact us. You will need to pay any outstanding amount owing on your account, and you will receive a refund if you have overpaid. If you pay by direct debit, please contact us at least three business days before your next payment is due.   What if I move house?   Your bill smoothing plan will be automatically cancelled if you move house (as your usage will change too). Please contact us if you would like to set up a new bill smoothing plan for your new house – we will be happy to help.   What other payment plans are there?   AGL offers a range of flexible billing options with various payment options to suit everyone.   Bill smoothing is a really helpful payment plan that takes the surprise out of your energy bill.   Contact us or visit My Account to sign up.
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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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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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As much as we love a good chat, you can now manage your energy anytime using My Account.   Wouldn’t it be great if you could manage your energy account online and save yourself some time? Well, you’re in luck – thanks to our online account management system.   Sure, you can always give us a bell on 131 245 and have a chinwag. But the easiest way to manage your account is with  My Account. This dedicated online management tool lets you handle many account-related issues and tasks that you may have previously dealt with over the phone.   Once you’ve registered, you can log on and perform a number of tasks, such as:   Organise your home or small business move View and monitor your energy usage and bill details View and pay your bills Choose to receive your bills via email and take the worry out of remembering to pay by setting up Direct Debit Check the status of your solar system Update your personal details Track how much energy you are using   My Account is available for residential and small- to medium-business customers, so you can manage everything in one spot. You can even register two online accounts if you have another property, like a holiday home. That’s pretty handy, eh?   There are some details, like your name and date of birth, that you can’t change online. This is because we use those details to identify your account. If for some reason the details we have on file are incorrect, just call 131 245 and we’ll fix the mistake.   If you’re a new AGL Energy customer, you may have to wait a few days for your account to be set up for you to register and log into My Account. Just wait until you receive your welcome pack in the mail and then you're good to go.   Thanks to  My Account, you no longer have to wait on hold to access your account details and make changes – just register and log on. Then you’re all set to manage your account online. It’s as easy as 1, 2, 3.   ~Authored by Mark Gambino
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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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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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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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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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Click on ‘Forgot?' on the My Account log in page and follow the steps to enter a new secure password.
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