Login problems

Tips and tricks for logging into My Account and the AGL app.

Login 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

Microsoft Edge

Internet Explorer

Safari for Mac desktop

Safari for iOS (iPhone, iPad or iPod touch)

If you can't log in with a mobile number, you'll need to verify it.

In the AGL app

  1. In the AGL app 'Account' tab, tap 'Settings'
  2. Tap 'Login Details' then 'Verify Mobile'
  3. Enter your mobile number and confirm it's correct
  4. A code will be sent to your phone via SMS
  5. Enter the code and select ‘Verify and save’

You'll now be able to log in using the mobile number and a one-time code.

In My Account

  1. In My Account select your name in the top right corner, then 'Profile'
  2. On the 'Login Details' tile, find 'Login mobile' then select 'Edit'
  3. Enter your mobile number and confirm it's correct
  4. A code will be sent to your phone via SMS
  5. Enter the code and select ‘Verify and save’

You'll now be able to log in using the mobile number and a one-time code.

Password issues

  1. Go to the Login screen (this is the same if you want to log in to My Account or the AGL app)
  2. Enter your email address or the mobile number that is linked to your account and select 'Next'
  3. On the 'Enter password' page, select ‘Forgot’
  4. Select the link in the email we send you to enter a new password

If you don’t see the ‘Enter password’ page, you need to create a password.

If you get a message that says “your password is no longer secure”, this means we’ve been told your email may have been leaked by another website or service.

You need to reset your password before you log in again.

We’re not sure which website or application is responsible for this leak, but you can find useful tips about online security at the Australian Government's Stay Smart Online website.

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

To fix this, select 'Forgot?' 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.

Remember, you can still log in without your password by using a one-time code.

  1. Check if the email is in your junk mail
  2. Check if your inbox is full
  3. If neither of these is the issue, select 'Re-send' at the bottom of the Verify Code page
  4. Check you’ve entered the correct email address or mobile number
  5. If you’re using Hotmail, check your ‘Focused’ and 'Other' tabs

If these don’t work, you may need to 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.

  1. Check you’re entering the right number
  2. Check you're using the most recent code sent to your email or SMS
  3. Make sure you enter the code within five minutes of receiving it
  4. Select 'Re-send' at the bottom of the ‘Verify Code’ page to try again

Registration issues

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

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

If you gave your email address when you signed-up with us, you’re probably already registered for My Account.

To confirm the email that’s registered for My Account, select 'Forgot your email address' from the Login screen.

If that doesn't work, get in touch with us.


Need support?

Chat

Chat with us online. We’re here anytime.

Call

Prefer to talk? We’re here anytime.

Call 131 245
More ways to get support

For interpreter services, services for hearing and impaired customers or the number to call if you’re overseas, visit Contact us.