The way you sign in to your account is changing!

[Ana_AGL]

To help keep your account even safer, we’ve implemented mandatory two-factor authentication (2FA) to my account and app from December 2025.  

What is two-factor authentication (2FA)? 

2FA adds an extra layer of security to your account by asking you to enter your password plus a unique verification code, before you access your online account. This helps us make sure it’s really you signing in. 

 What you need to do? 

Check that your mobile number is up to date in My Account or the AGL App, so that you’re ready for when we enable 2FA. 

Get started with 2FA today 

You don’t have to wait to better protect your account. Follow the steps below to set up 2FA early. 

1.     Go to your Settings in My Account or the AGL app 

2.     Select Profile and Security 

3.     Under Two factor authentication, select activate

Want to know more? 

Learn more about 2FA or chat with one of our friendly agents at agl.com.au/security  

[Lester]

"Get started with 2FA today 

You don’t have to wait to better protect your account. Follow the steps below to set up 2FA early. "

Had to do this for about the past week or so, with no usual options to just login using my password.

Not a big fan of the extra steps to get into the data daily etc.

At least let users login for more than a half hour or hour, or whatever it is now.

You should be able to log in, and unless you close the app or webpage, it should stay logged in permanently, or at the very least for say 24 hours.

I've always noticed the user overview / usage pages log you off very fast, the neighbourhood page allows login for perhaps a few hours.

[NeilC]

Hmm, that's interesting.

Using the app I logged out and then logged in again.

Never got prompted with a selection went immediately to send a code to my phone.

[Lester]

I'll refer to it as logging into the website account . . . not using the phone app in general apart from sending workshop readings in occasionally.

I can go through the regular login, but now requires the code sent to phone, so instead of just having my pasword in the system and logging in with 2 mouse clicks, I have to either :

Go through using my phone as well, getting either an sms code and then put that in, it involves 3 or 4 extra steps, some using keyboard, and getting phone out.

Or, use a passkey also done through the phone camera, probably takes another couple of steps on top of the above, also invoves needing to get the phone out.

It's just an electricity account, not banking.

As suggested, if we could login for a week, that would be fine, even 48 hrs would be more bearable.

[Basil_AGL]

Hey @Lester, 

Thanks for taking the time to share this with us, I hear how the extra steps can feel inconvenient, especially when you were used to logging in quickly with just your password.

There’s actually quite a lot of personal information attached to every customer profile for example full name, address, billing history, payment details etc. so because of that, we take account security very seriously.

Without two-factor authentication (2FA), if someone knows or guesses your password, they could access your account without any barriers. With 2FA in place, a password alone isn’t enough, a one‑time verification code is required, which prevents unauthorised access even if a password is compromised.

We know it adds an extra step, and we appreciate it’s not as quick as before. Your suggestion for a longer login session (such as 48 hours or a week) is helpful feedback, and I’ve passed it on to the team for review. We’re always looking for ways to balance strong security with a smoother experience.

If there’s anything else you’d like us to look into, I’m here to help.

Cheers, Basil