topic Re: Cannot Access my online Account - Status changed to: New in AGL App

Account stuck on 'we're just putting the final touches on'

cat-mirella — Tue, 22 Oct 2019 04:17:52 GMT

Trying to log into this account to pay a bill, but as I said it's been stuck on just putting the final touches on for about a week or so. When it was accessed at the start of the month it worked fine. Not sure what to do here?

We're just putting the final touches on

cantlogin — Wed, 28 Aug 2019 05:31:27 GMT

Hello. I haven't been able to sign in for days, trying to pay a bill. "We're just putting the final touches on" message won't go away. Please help.

https://myaccount.agl.com.au link not working for days now

JSmith — Mon, 16 Sep 2019 11:16:20 GMT

Any of you have this issue? https://myaccount.agl.com.au link is not working and I am not able to access my account. Very inconvenient. Message I got is :

We're just putting the final touches on.

Your account will be ready shortly so please check back soon.

Please fix this as soon as possible. This is enough to get me stop doing business with AGL.

Cannot Access my online Account

JA1 — Thu, 17 Oct 2019 02:10:31 GMT

I have tried to access my account online, only to have a blank screen sent back with:

"We're just putting the final touches on.

Your account will be ready shortly so please check back soon"

I have tried different browsers, nothing works.

Re: Cannot Access my online Account - Status changed to: New

David_AGL — Thu, 17 Oct 2019 04:09:13 GMT

Hi @JA1 , when was your account connected?

Re: Cannot Access my online Account

JA1 — Thu, 17 Oct 2019 05:18:54 GMT

16/10/19

Re: Cannot Access my online Account

David_AGL — Thu, 17 Oct 2019 05:39:06 GMT

@JA1 It takes a little while after connection to be able to access your account online. If you still have no access after a few days, please get in touch.

Login Issues

kayrenn28 — Tue, 22 Oct 2019 10:46:52 GMT

My AGL online account has not worked since signing up. I can login successfully, however it then displays a general message "We're just putting the final touches on. Your account will be ready shortly so please check back soon."

I have spoken to people both on live chat and on the phone and am just constantly told this will be resolved within 24-48 hours and they will “personally look into this matter” however it has been over 3.5 weeks and I am still having this issue.

I know this has been on discussion before but there wasn’t help to solve this problem.

Re: Cannot Access my online Account

JA1 — Tue, 22 Oct 2019 23:58:25 GMT

Hello David,

There is still no update on my account. Is the waiting time usually over a week?

Also, I have not had any communication with the people who were supposed to check my gas meter yesterday 22/10/19.

Are you able to help me with this?

Regards,

Re: Cannot Access my online Account

David_AGL — Wed, 23 Oct 2019 01:32:57 GMT

Hi @JA1 . For my own energy account it did take around a week to get online access, but I think any longer would indicate a problem. I don't have access to your account so unfortunately I can't help you with that myself, so I'd recommend you Contact Us by web chat or phone. They'll be able to assist with your gas meter question as well.

Re: Account stuck on 'we're just putting the final touches on' - Status changed to: Investigating

David_AGL — Wed, 23 Oct 2019 03:29:31 GMT

Hi all - There have been a few instances of users encountering this error lately so I'm merging them into one thread while we investigate.

Re: Account stuck on 'we're just putting the final touches on'

GeorgeW — Tue, 29 Oct 2019 05:04:34 GMT

Hi, @David_AGL ,

I've having exactly the same issue as @cat-mirella , @JA1 , @kayrenn28 , @JSmith and my account is connected on 16/09/19.

In a nutshell, I cannot log into my account since day one.

- It always says "We're just putting the final touches on. Your account will be ready shortly so please check back soon." when I'm using desktop Chrome (Normal & Incognito)
- It always says "It's not you, it's us. We're having trouble connecting to your account. Sorry for the hold-up!" when I'm using the App on my iPhone.

I reported this problem last Monday (21 Oct) and followed up on Last Friday (25 Oct), however, I got no response regarding either the result or progress of this issue. I've been giving the estimation of 2 days SLA for this issue since 21 Oct. However, it has been 5 business days, it is still not resolved.

Re: Account stuck on 'we're just putting the final touches on'

kayrenn28 — Tue, 29 Oct 2019 03:06:08 GMT

AGL has been "investigating" this matter for way too long and there is no progress. I've called and I have chatted with them live, but all they said was it will be resolved in a few working days. It's been a month now!

So, what is the progress now? This is superbly inconvenient. What is the point of having an app and online services when none of them are working? And mind you, I have been extremely patient with the progress and customer service the past one month.

Re: Account stuck on 'we're just putting the final touches on'

David_AGL — Thu, 31 Oct 2019 23:21:54 GMT

Hi @kayrenn28 , apologies for the inconvenience of being unable to access your account - I realize this is taking a long time. This is a complex technical issue affecting a small number of users. It's actively being investigated and @Carla_AGL will provide an update when there's more information to be shared.

Re: Account stuck on 'we're just putting the final touches on'

MAVERICK — Wed, 30 Oct 2019 18:58:56 GMT

I have had the same problem, with the same text, for over a month. I have reported this several times, and it's been 'addressed' several times, to no avail. "We're just putting the final touches on. Your account will be ready shortly so please check back soon." I cannot log into my account. I'm trying to keep a handle on my usage, and that is proving impossible with this fault. I'm wondering if anyone can recommend another supplier that has a working usage meter? Due to financial constraints, I really need to keep a handle on my usage. Thanks.

Re: Account stuck on 'we're just putting the final touches on'

JA1 — Thu, 21 Nov 2019 05:09:15 GMT

Been over a month now, still getting the same message. Would like to know whats been done to try and eradicate this issue? Very frustrating.

Re: Account stuck on 'we're just putting the final touches on'

kayrenn28 — Thu, 21 Nov 2019 05:46:09 GMT

@JA1 It’s probably gonna be longer than that. It’s been 2 months for myself. No updates, nothing. Only apologies. I’m already thinking about changing provider as this is really difficult for me to track my usage. Why offer the an online service when it’s not even working.

Re: Account stuck on 'we're just putting the final touches on'

Leigh- — Fri, 22 Nov 2019 02:42:29 GMT

Hi All,

I can understand this is frustrating for you. Can you please contact us on webchat or message us so we can assist you. The most common issue is that the account is not registered correctly.

Thank you

Re: Account stuck on 'we're just putting the final touches on'

kayrenn28 — Fri, 22 Nov 2019 03:10:22 GMT

@Leigh- I don’t see a point contacting AGL through webchat and phone anymore. I have done this several times for a month and all I got was it will be resolved in 48 hours which, of course, not resolved week after week. Hence this thread. Your team tried resetting the account as they said it wasn’t registered properly (which you just mentioned on your thread as well), so I don’t see new progress or findings in this. Unless, you can guarantee that it will surely be resolved this time through webchat, I will not waste time waiting on answers through chats.

Re: Account stuck on 'we're just putting the final touches on'

David_AGL — Mon, 25 Nov 2019 01:20:35 GMT

If you're still experiencing this error message and would like me to escalate your case, please PM me your account number (click my name and then Send a message) and I will follow up for you.