A NEW pge.com account

We are shifting from older technology to a new, more modern platform.

When you log into your online account, you must prove that you are who you say you are. That’s called “authentication”. For many years, this was done with only a username and password. With MFA, you need a second method, or factor. Second factors include email, text or phone.

We are working to make your account safer. MFA helps us verify that the person signing into the account is the authorized user.

No. A phone number will be required the first time you log in. After that, you will only be asked to use MFA:

• If too much time passes between logins
• If you log in from a new device or browser, or
• If you clear your browser cache

 Note: If you’re using a browser with extra security controls like Firefox or Brave, you may need to use MFA every time you log in. Some browsers prevent us from saving your information.

We are shifting from older technology to a new, more modern platform. You will only need to create a new login once for this new platform.

Yes. We have a new feature that allows you to give access to other authorized users. They can have the same access you have—or view-only access. Invite your spouse or partner to do anything you can, including stopping or starting service, or give view-only access to a child or roommate.

No. This is just the result of a technology upgrade.

When you log in, we can send you a text message to verify it is truly you trying to access your account. In the future, this feature could be added to other options—like speaking with a call center agent.

Yes.

Yes. However, you will have to enter it again.

Phone numbers change over time, but sometimes people forget to update us. If your phone number is missing or not correct, you will lose the ability to log into your account on pge.com. You will have to call us to regain access.

To keep using your online account, you are required to have a phone number and email address on file. If you do not confirm or add this information you will not be able to log into your account. You will still have access to your PG&E services, but will not be able to enroll in programs online, or enjoy other online benefits. You will need to call us. 

For most customers, the registration should be simple. All you must do is confirm your information. For customers with multiple usernames for each account, registration may take more time. The new site requires each account to have one main username. As a result, accounts with multiple usernames require a one-time cleanup.

Yes. However, we must confirm your identity. To do this, you must have access to your email and phone so we can send you security codes. For most customers, the signup should be simple. For those that have multiple usernames for each account, the process may take more time while we do a one-time cleanup. 

When you log in, most customers will be shown a screen. Follow the instructions to confirm if the information is correct. Add anything that is missing. If the screen doesn’t show up, you can go to your profile.

To confirm the email for your online account:

• Go to Account Preferences.
• Review what’s on file in BOTH the “Email phone & language” and “Change Email, Password” links.

You can also get to your settings by clicking on the yellow Edit Profile & Alerts button on the dashboard when you sign in.

To verify your phone number:

• Go to the Contact Information section.
• Click “Email, Phone & Language.”
• Review the phone number in the box with the gray shading. 

If we have the incorrect phone number in the system:

1. You will lose access to your online account.
2. You will have to call us to have your online account reinstated.
3. You will also not be able to transfer any existing recurring payments, credit or bank account information or notification settings to the new site. If you register as a new user, you may have duplicate recurring payments or notifications.
4. You will lose access to your online account information and settings. You will have to call to change them.
5. If you register as a new user, you will have to set up your account again.

The emails may not reflect recent onsite activity. Log in to double check.

No. They are two separate areas on the site. Your Profile contains the information we use for your online account. Your Contact Information is the information we use for your alerts. If you want your email address updated in both, you must also enter it in both. Be sure to visit Alert Settings to update your email address or phone number for individual alerts you receive.

Your phone number is being used for one or more of your PG&E alerts. Before you can delete the number from your account, you must go to Alert Settings and remove the number from any alert where it’s included. To do so, follow these steps:

1. Sign into your account.
2. Select “Edit Profile & Alerts” (yellow button at the top of the page).
3. Scroll down to Alert Settings. Set each alert that you want to “on.” If the alert includes the number you’d like to delete, set the alert to “off” (or delete the phone number from the alert if that option is available).
4. Return to Contact Information. Delete the phone number from your account.