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Clearing your cache and cookies is simple and can resolve many online accessiblity issues you may be encountering. We have included instructions for completing this task on the most popular web browsers below. If you use a browser not listed below, simply use your favorite search engine and search "How to clear my Cache on WEB BROWSER" for step-by-step instructions. 

Chrome

1. On your computer, open Chrome.
2. At the top right, click More.
3. Click More tools then Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
6. Click Clear data.
7. Close all browser windows and retry.

Safari

1. Click on the Safari drop-down menu and select Preferences.
2. Click the Advanced tab. Select the Show Develop menu in menu bar checkbox and close the Preferences window.
3. Select the Develop drop-down menu. Click Empty Cache.
   *Note: You may want to also clear your browser history.
4. Close all browser windows and retry.

Microsoft Edge

1. Click on the 3 dots in the upper right corner
2. Select settings
3. On the new window select privacy, search, and services
4. Go to clear browsing data section
5. Click on clear browsing data now
   1. Choose what to clear:
      • Time Range:  Select all time
      • Check all boxes EXCEPT browsing history and download history 
      • Click clear now
        Close Browser completely
6. Close all browser windows and retry.

Firefox

1. Click the menu button and select Settings.
2. Select the Privacy & Security panel.
3. In the Cookies and Site Data section, click Clear Data.
4. Remove the check mark in front of Cookies and Site Data.
   • For more information about managing site data, see Manage local site storage settings.
5. With Cached Web Content check marked, click the Clear button.
6. Close all browser windows and retry.

Internet Explorer

1. Open Internet Explorer.
2. In the upper-right corner of Internet Explorer, click the Tools icon, then select Internet options.
3. Click the Delete button in the Browsing history section.
4. Select only the options for Temporary Internet files and Cookies.
5. Click Delete.
6. Close all browser windows and retry.

This means that the last payment you made using your bank account was rejected.

There may be a few reasons why your payment was declined. The most common cause is an incorrect or inactive payment account was submitted, and the financial institution did not recognize it as an accurate account. Another reason may be due to a non-sufficient funds notification from your financial institution.

If one payment is rejected, the system will not allow you to make a payment with a bank account for 30 calendar days. However, you are still able to make a payment with a credit or debit card. Once 30 calendar days have been reached, you will be able to resume payments using a bank account.

If more than one payment is rejected in a 12 month time period, you will not be able to make a payment using a bank account for one year from the last declined payment. Once that time has passed, you will be able to resume payments using a bank account.

If your gas or electric service has been disconnected because of an unpaid past-due bill or new-service deposit, you cannot restart your service online. For your safety, please do not attempt to reconnect the service yourself or use any unsafe means of lighting or heating your home. If you have a medical condition that requires special energy needs, contact PG&E immediately at 1-877-660-6789.

To restore service, you must pay the full past due amount due. If the account is a business account, you may also be required to pay a deposit twice your average monthly bill to re-establish credit. There are three ways to pay: online at pge.com/waystopay, by phone or at an Authorized Neighborhood Payment Center.

Pay online 

1. Visit pge.com/waystopay
2. You may use 1) a Visa, MasterCard, Discover card or AMEX, 2) an ATM or debit card with a Star, Accel, Pulse or NYCE symbol or 3) a bank account.
3. After full payment is made, call us at 1-877-660-6789 with your confirmation number. Once payment is verified, we’ll issue a service order to restore service.*

Pay by phone

1. Call our payment center at any time: 1-877-704-8470.
2. You may use 1) a Visa, MasterCard or Discover card, 2) an ATM or debit card with a Star, Accel, Pulse or NYCE symbol or 3) an electronic check.
    Note: You will be charged a small convenience fee for each transaction.
3. After full payment is made, call us at 1-877-660-6789 with your confirmation number. Once payment is verified, we’ll issue a service order to restore service.*

Pay at an Authorized Neighborhood Payment Center (NPC) 

1. To find an NPC near you, call 1-877-660-6789 or use our Payment Center Locator.
2. You MUST bring your 11-digit PG&E account number or a copy of your bill with you.
3. You may pay by cash, check, money order or cashier’s check. Walmart locations accept cash and PIN-based debit cards.
4. After full payment is made, call us at 1-877-660-6789. Have your NPC receipt available. Once payment is verified, we’ll issue a service order to restore service.

Need help paying your bill?

If you are experiencing financial difficulties and require assistance, call 1-877-660-6789 for a list of agencies that may be able to help. Or, visit our financial assistance programs page.

If you are experiencing an area outage you will not be able to restore service online. Instead, visit pge.com/outages or call the outage line directly at 1-800-743-5002 for more information. From there, you can find outage status and estimated time of restoral. 

PG&E matches the address you enter with addresses of places where we provide service. If nothing happens when you enter an address, we cannot find a match. Please check the following:

• The address you entered starts with a street number such as 222 Broadway or One Market Street.
• The address has a unit number or letter, try entering "#" "unit" or "apt"
• The address is in an area of California served by PG&E. Some areas of California are serviced by one or multiple utility companies besides PG&E. Please ensure you are not in an area serviced by a different utility company.
• If you still cannot find an address match, call 1-877-660-6789 (residential) or 1-800-468-4743 (business).

Yes, you can pay by phone by calling PG&E at 1-877-704-8470. Please have your 11-digit account number ready.

Our pay-by-phone option accepts bank account or debit/credit card payments. Please note that a $1.35 convenience fee will be applied.

For more information on payment options, visit us online at ways to pay.

If you do not have a Social Security number, you may start service by calling into 1-800-743-5000 and providing the ID number and mailing address from one of the following:

• State Driver's License
• State Identification
• Passport
• Consulate Identification
• Military ID Card
• Tribal ID
• Naturalization Papers
• 194 Form

We know how important it is to protect the privacy of our customers.  We use secure technology to encrypt the information you send to us when you fill out forms on our site.  You can be sure any only information is encrypted when an internet address starts with "https://" and a lock symbol is shown in your web browser.

Visit our Start or Stop Service page to start your service and account online.

You can upload your income documentation online by logging into Your Account. Once logged in, a red alerts banner will appear across the top; select "Show More" to open additional alerts. If income verification is required, you will see a message requesting you to submit the documents. Follow the steps through the link to complete your income verification.

You can also send your completed documents by mail or fax to: 

Mailing address:

PG&E
CARE Program
P.O. Box 29647
Oakland, CA 94604-9647

Fax number: 1-877-302-7563

We have many payment options available. Visit our Ways to Pay page.

The quickest way to have your payment process is either by making an electronic payment within Your Account, or by phone.  

• To pay online: visit Your Account (no fees) 
• To pay by phone: call 1-877-704-8470, and have your 11-digit account number ready ($1.35 convenience fee applies*) 

Other payment options include:

• Pay by mail (no fees)
• Pay in person at a Neighborhood Payment Center (no fees): visit the Payment Center Locator

 Note: Effective December 15, 2022, local PG&E offices are permanently closed.

*Why do I have to pay a convenience fee for certain payment methods?
PG&E has partnered with an independent payment provider to provide you with the option of using your credit card or electronic check to make payments. The convenience fee is charged by an independent payment provider. California Assembly Bill 746 (AB 746, enacted in 2005) does not allow energy companies, including PG&E, to pass on these costs to all customers. Only customers who choose to use this service will be charged the convenience fee.

Visit our Contact Us page for information on how to reach a customer service representative. 

Once in our Contact Us page, scroll down to Contact PG&E Departments and click the arrow on the right.

Most customer concerns and questions can be resolved through self-service. To avoid potentially long wait times, we encourage you to search for your question in our Help Center before trying to call.

PG&E provides electric and natural gas service throughout most of Northern and Central California. To determine whether we provide electric service in your county, check Electric Service Area Maps (PDF). Scroll down to PG&E's Electric Service Territory and select your county to view the cities and zip codes served. Alternatively, if you are on a computer, you can use the search function (ctrl + F) and search for your zip code.

To determine whether we provide gas service in your county, check Gas Service Area Maps (PDF). Scroll down to PG&E's Electric Service Territory and select your county to view the cities and zip codes served. Alternatively, if you are on a computer, you can use the search function (ctrl + F) and search for your zip code.

The Recurring Payment online feature allows bills to be paid automatically directly from a bank account or with a credit/debit card. You can schedule the payment to be made on the due date, or receipt date (when the bill comes out). You can also choose to set a max amount to be paid or pay the full amount due. 

To enroll, follow these steps:

1. Sign in to Your Account.
2. Scroll to Payment Options and select Set Up Recurring Payment.
3. Add a Payment Account, using either your bank account or credit/debit card. 
    Note: Card payments are subject to a $1.35 convenience fee. 
   • To add a Card Payment Account:
     • Select Credit or Debit Card button
     • Enter Name on Card
     • Enter Card Number
     • Enter Expiration Date (Month/Year)
     • Enter Security Code (3 digits on back of card)
     • Enter Billing ZIP Code
     • Enter a Nickname for the account (this can be any name you choose)
     • Check the Legal Authorization and Agreement
     • Select Add Card
   • To add a Bank Payment Account:
     • Select Checking or Savings Account button
     • Enter a Nickname for the account (this can be any name you choose)
     • Enter the Bank Routing Number
     • Enter the Account Number
     • Enter the Name on Account
     • Select Add
     • Select Confirm
4. Select the account nickname you wish to use from the drop down option. 
5. Choose Pay Bill Upon Receipt OR Pay by Due Date.
6. Choose Pay up to a maximum of OR Pay full amount due.
7. Select Next
8. Review your choices. If everything is correct, click Submit. If you need to make a change, click Edit, make your change, and repeat this step to submit.

Your recurring payments will begin with your next billing statement. You’ll also be able to view your payment once recurring payments have been scheduled.

Alert Notifications Setup:  We recommend setting up an email or text message to be notified when your new bill is issued, when your payment is scheduled, and when your payment is processed or when a payment exception occurs.  To set your notification preferences, please select Edit Profiles and Alerts from Your Account Dashboard.

Solar Customers: Please be aware that your annual true-up will be deducted automatically if you are set up on Automatic Payments.  You can modify or cancel your automatic payments by logging into your account.

If you would like to add, revise or delete your payment account information, follow these steps:

• Sign in to Your Account.
• Scroll to Payment Options.
• Select Manage Payment Accounts.

To Add Payment Accounts:

• Add a Bank Payment Account
  • Select Checking or Savings Account button
  • Enter a Nickname for the account (this can be any name you choose)
  • Enter the Bank Routing Number
  • Enter the Account Number
  • Enter the Name on Account
  • Select Add
  • Select Confirm
• Add a Card Payment Account
  • Select Credit or Debit Card button
  • Enter Name on Card
  • Enter Card Number
  • Enter Expiration Date (Month/Year)
  • Enter Security Code (3 digits on back of card)
  • Enter Billing ZIP Code
  • Enter a Nickname for the account (this can be any name you choose).
  • Check the Legal Authorization and Agreement
  • Select Add Card

To Delete Payment Accounts:

• Go to Existing Payment Accounts.
• Select the account from the Nickname dropdown menu.
• Select Delete Account.

 Note: Deleting a payment account will cancel any associated scheduled or recurring payments.

If you are already signed up for recurring payments and would like to update or change your payment account, follow these steps:

• Sign in to Your Account.
• Scroll to Payment Options.
• Select Manage Recurring Payments.
• Select Edit Recurring Schedule.

To Revise Existing Payment Accounts:

Only the nicknames of payment accounts may be changed. 

If any other payment account information needs to be updated (e.g., account number, routing number, name, card security code, etc.), you will need to delete the payment account and then add a new one by following the steps above.

Alert Notifications Setup:  We recommend setting up an email or text message to be notified when your new bill is issued, when your payment is scheduled, and when your payment is processed or when a payment exception occurs.  To set your notification preferences, please select Edit Profiles and Alerts from Your Account Dashboard.