Sign-in problems

Sometimes updates are made to web pages but the changes can't be seen until you clear your cache (your recent browsing history).

If you've been asked to clear your cache, follow the instructions below for your device and browser.

Mozilla Firefox

Chrome for desktop

Chrome for Android

Chrome for iPhone and iPad

Microsoft Edge

Internet Explorer

Safari for Mac desktop

Safari for iOS (iPhone, iPad or iPod touch)

1. Go to the Sign in page, enter your email and select Continue.
2. Select Forgot password.
3. Confirm your email and select Continue.
4. Enter a new password and select Set password.
5. Enter the verification code sent to your mobile or authenticator app and you’re done.
    

Please note:

• You need to use your 6-digit verification code within 5 minutes or request a new one by selecting resend code.

• You’ll be prompted to contact us if you do not have a mobile number on your account.

• If you have 2FA set up via email you’ll be prompted to set it up via mobile.

For tips on creating a strong password and keeping it safe, visit Password security.

If you see this message, it means your login details have been found in a data breach. This could happen if you’ve used the same email and password for multiple online accounts and one of your other accounts has had a data breach.  

As a precaution you’ll need to change your password before logging in. To do this you need access to your email account. If you don’t have access, contact us for help.

We continually check the latest breach data from around the world, including recent breaches that aren’t yet widely known about. While we can detect when your details have been found in breach data, we can’t tell which website, app or service is the source of the breach.

Learn more about How we protect you.

If you've tried to log in too many times with an incorrect password, you'll be blocked.

To fix this, select 'Forgot Password?' on the Password screen.

1. Check if the reset password email is in your junk mail folder
2. Check if your inbox is full
3. If neither of these is the issue, try repeating the 'Change your password' process
4. If you still don’t receive the email, speak to your email provider to see if they've blocked the message. Otherwise you can confirm we sent the email if you chat with us.

Try these troubleshooting steps:

• Check that we have the right mobile number on your account.
• Check your network connection. You’ll need a mobile device signal or Wi-Fi connection to receive an SMS.
• Check ‘Airplane mode’ is turned off.
• Check ‘Notifications’ are turned on. You won’t receive notifications if ‘Do not disturb’ is turned on.
• Check if your text message inbox is full. If it is full, you may not be able to receive messages.
• If none of these steps help, select Didn't get a code? Resend at the bottom of the 'Verify it's you’ page during the sign in process and start again.
   

If you’re still having trouble you can start a chat.

• New authenticator app. Make sure you have access to the same authenticator app that you added to your AGL account, and that you have not deleted it. If you have a new authenticator app you may need to add it to your AGL account.

• Push notifications are not enabled. For apps that use push notifications, you must ensure that your phone and app settings allow them. Being in "Do Not Disturb" mode can also block these alerts.

• Issues after switching phones. If you have recently upgraded your phone, an authenticator app may still be linked to your old device. This often requires you to re-register the app on your new phone or restore from a backup.

If you’re still having trouble you can start a chat.

For your online security, we no longer send two-factor verification codes via email when you sign in. Verification codes are now sent by SMS or through your authenticator app.

• Check you’re entering the right code, it contains 6 digits.

• Make sure you’re entering the code within five minutes of receiving it, or within 30 seconds if you’re using an authenticator app.

• Select 'Didn't get a code? Resend' at the bottom of the ‘Verify it's you’ page to request a new code and try again.

• Check we sent the code to the right mobile number. You can check by starting a chat.

1. Make sure you have downloaded an authenticator app (such as Google Authenticator or Microsoft Authenticator).
2. Go to the AGL sign-in page and enter your email and password.
3. When asked to set up two-factor authentication select Use another method.
   (If you don’t see this option you need to contact us to continue.)
4. A QR code will appear.
   
   
   • If you’re on a computer, scan the QR code with your phone.
   • If you’re on mobile, copy the key and paste it into your authenticator app.
5. Your authenticator app will generate a code. Enter that code on the sign-in screen to finish setup.

Tip: The authenticator code refreshes every 30 seconds so make sure you enter the correct code. 

If you need more than one user to access the same account, you can do this securely by using an authenticator app.

To enable this feature you’ll need to contact us.

Try these troubleshooting steps:

• Make sure your device, operating system, and browser are all up to date. 

• Make sure your passkey hasn’t been deleted from your account or device.

• Make sure you’ve deleted any old or inactive passkeys from your device’s password manager. Passkeys deleted from your AGL My Account can still sit in your device’s password manager even though they're inactive.

• If you’re still having trouble, you can sign in using your email and password instead. If you’ve forgotten your sign-in details select I don’t remember my email or Forgot password? on the sign in page.

On the sign-in page, the Sign in with a passkey option will only work if you’ve already set up a passkey on your account.

If you haven’t created one yet:

1. Enter your email and password on the sign-in screen.

2. Select Continue.

3. After signing in, you’ll see an option to Create a passkey.

Once your passkey is set up, you’ll be able to use Sign in with a passkey the next time you sign in.

If a passkey has been deleted from your account or device, you'll be prompted to create a new passkey during the sign-in process.

Make sure you delete the old passkey from your device’s password manager.

If you sign in on a different or new device using your password, you'll be prompted to create a new passkey during the sign-in process.

This means you don't have a passkey set up on the current device. You can either scan the QR code with another device that has the passkey, or use your email and password to sign in.

If you’re still having trouble you can start a chat.

You might not have access to My Account if you have:

• life support equipment registered to your account
• a commercial and industrial account
• a bulk hot water account.

If these don't apply to you, select 'Forgot your email address' from the Sign-in screen.

If you're still having trouble, get in touch.

If you see a message saying your account is already registered with a different email address, try logging in with another email address.

If that doesn't work, select 'Forgot your email address' from the Sign-in screen.

Still can't sign in? Get in touch with us.

If you haven’t registered for My Account before, you’ll need to create an account.