Technical Issues

Having a problem accessing the AGL Energy app or online services? Let us know here!

Having a problem accessing the AGL Energy app or online services? Let us know here!

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For a few weeks cannot access agl app get response ‘it’s not you it’s us try again’

AGL Idea Moderator

For a few weeks cannot access agl app get response ‘it’s not you it’s us try again’ Have tried online and by phone app and iPad app. If I don’t get the above message and get a logon screen told password is incorrect. When trying to access by code the code provided by agl three times has been rejected. How do I access my account. I get text messages to put in my gas meter reading but how can I when I cannot access my account. The app is useless.

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6 REPLIES 6
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Re: For a few weeks cannot access agl app get response ‘it’s not you it’s us try again’ - Status changed to: Investigating

AGL Idea Moderator

Hi Colin, thanks for your feedback.  We've had a few customers facing similar issues to you.  We are currently investigating what is happening and I will keep you updated on our progression through this thread.  

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Re: For a few weeks cannot access agl app get response ‘it’s not you it’s us try again’

Switched-on

Another 10 days has gone bye and still cannot access my account.  Received a text message today requesting a gas meter reading.  When trying to access the app still get message that it is your fault and not mine and cannot access the app.  Told to access via internet, but then advised that the account  cannot be a  accessed at this time and try again later.  These problems have been going on for a number of weeks.  How do I access my  account?

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Re: For a few weeks cannot access agl app get response ‘it’s not you it’s us try again’

Switched-on

Another three weeks have transpired.  Another complaint on the Chat line, and still cannot access my account.  Received an email today re AGL Rewards and it was suggested I  check out the rewards on offer, but guess what - cannot acces.  This problem has been ongoing for over 6 weeks.  How long does it take for AGL to fix this problem??

 

 

 

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Re: For a few weeks cannot access agl app get response ‘it’s not you it’s us try again’ - Status changed to: Delivered

AGL Moderator

Hi Wiseman,

 

Apologies for the delayed reply!

 

I'm happy to confirm that this issue was resolved last month. If you're still having issues, please let me know!

 

Cheers,

 

Jayden

If I’ve helped in anyway, please mark my post as SOLVED!

This helps our Community know the answer to common questions.
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Re: For a few weeks cannot access agl app get response ‘it’s not you it’s us try again’

Switched-on

I can not access due to the “it’s not you it’s us” issue. Can you please fix this for me?

 

Also why is it so hard to get help ie why do I need to post to get help? This app has an emphasis on the community page rather than the service I’m paying for!! 

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Re: For a few weeks cannot access agl app get response ‘it’s not you it’s us try again’

Switched-on

I have been unable to bring up my a/c.

I rang customer service & that was a waste of time.??????????????????