Alerts

Frequently Asked Questions

Alerts are informational notifications that PG&E uses to communicate with you about your service. They are delivered in the form of emails, text messages and voice messages.

Some alerts, such as Field Appointment Reminders and Outage Notifications, are service related and automatically sent to you. Other notifications, such as Billing and Payment Reminders, require you to register for them. To sign up for these optional alerts, log in to your online account and go to Profile and Alerts.

PG&E does not charge for this service. However, the text, data and usage rates of your wireless carrier, internet provider and landline phone provider do apply. Please check with these companies for the terms of your plans.

The quantity and frequency of the alerts you receive depend on the types of notifications. For example, if you make a Field Service Appointment, you will receive just one reminder and it will arrive within 48 hours of the scheduled appointment. If you sign up for Outage Alerts, however, you will receive a notification whenever new information is available. It is not uncommon to receive three notifications during an unplanned outage.

Your personal information will not be sold to a third party. Sometimes PG&E uses a third-party vendor to dispatch alerts, but your information will only be used for this purpose. PG&E strongly believes in protecting your individual information and always maintains control over who has access. For more information, please refer to our Privacy Policy.

There are several ways to stop alerts. The easiest is to log in to your online account and go to Profile and Alerts. From there, you can opt out of most notifications. For other ways to stop specific types of alerts, see Text Alerts, Email Alerts and Voice Alerts, below.

Please note: PG&E may send you emergency and safety notifications, as well as other important information, from which you cannot opt out.

If you need assistance, please contact us.

Text Alerts 

The first time you sign up for text alerts, PG&E will send a verification text message to your phone with instructions. Reply "Y" to register your phone for any subsequent PG&E notifications. If your phone has previously received PG&E text alerts and you are only changing or adding an alert, no verification is necessary in most cases. The exception is that some financial transaction alerts have a slightly different verification process. For these kinds of alerts, you will receive a code and you will need to reply to it with a confirmation code.

PG&E does not charge for this service. Your wireless carrier’s message and data rates, however, may apply. Please check with your carrier for the terms of your plan.

The following wireless carriers* are supported: Alltel AWCC, AT&T, Boost Mobile, Cellular One, MetroPCS, Sprint, T-Mobile, U.S. Cellular, Verizon Wireless and Virgin Mobile USA.

*PG&E retains the right to amend this list at any time. Please refer to our Digital Policy for the most current information.

Activation is easy. Just log in to your account and go to Edit Profile and Alerts. This will take you to a webpage where you can sign up for alerts as well as update your account profile.

If you no longer wish to receive text alerts from a particular program, simply respond STOP to the most recent text you have received. This will stop most text alerts from that program. If you are receiving text alerts from several programs, you will need to send STOP texts to each. You can also log in to your online PG&E account and manage your notification preferences there.

Please note: PG&E may send you emergency and safety text notifications, as well as other important information, from which you cannot opt out.

To get help once you have started receiving text alerts, respond to a text with the word HELP. In most cases, you will receive a text with additional information about the program. If you don’t get a response, please contact us.

Email Alerts 

When you sign up for email notifications online, all of the email addresses that you have provided PG&E will be displayed. If you wish to use one of these, please select it from the drop down menu. You can also provide a new email address. Update your email address anytime by logging in to your account.

PG&E does not charge for this service. The data rates of your wireless carrier, however, may apply. Please check with your carrier for the terms of your plan.

Each PG&E email will be clearly marked. Look for "PG&E" or "Pacific Gas & Electric Company." Additionally, most emails will include a valid physical address.

We believe in protecting your individual information. PG&E will only send you service-related emails and information that you have authorized. Additionally, in accordance with the federal CAN-SPAM Act, PG&E provides the following three components in non-transactional emails that communicate information on PG&E services or programs other than the services or programs you are currently receiving:

  • Message Identification: Email is clearly marked as being from PG&E or Pacific Gas & Electric Company.
  • Opt-Out Mechanism: Each email includes an UNSUBSCRIBE link at the bottom.
  • Sender Identification: Each email includes a valid physical address.

If you no longer wish to receive optional email alerts, click on UNSUBSCRIBE at the bottom of an email. You can also log in to your online account to change your notification preferences. Please note that it may take up to 10 days for your Unsubscribe request to take effect, and we appreciate your patience during this time period should you receive one or two additional emails.

Please note: PG&E may email you emergency and safety notifications, as well as other important information, from which you cannot opt out.

To get answers to your questions, please contact us.

Voice Alerts 

If you have stated a preference, we will use that phone number. If you have not, we will use the primary phone number associated with your account.

To stop receiving voice alerts, log in to your online account and go to Profile and Alerts. You can also send an email to myalerts@pge.com.

Please note: Some voice notifications offer you the option of unsubscribing when you receive that particular notification. Additionally, PG&E may call you with emergency and safety notifications, as well as other important information, from which you cannot opt out.

To get answers to your questions, please contact us.

PG&E may amend Alerts Frequently Asked Questions at any time.
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