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This page provides answers to common questions about alerts.

What are alerts?

No, you are not required to sign up for alerts. However, PG&E automatically sends some service-related alerts, such as field appointment reminders and outage notifications. You can sign up for more alerts, including billing payment reminders. Log in to your online account, and go to Profiles and Alerts. Visit Your Account.

No, PG&E does not charge for the alert service. However, your wireless carrier, Internet provider and phone service fees may apply. Check with these companies for the terms of your plans.

The number of alerts you receive depends on the type of notification. If you make a field service appointment, you receive only one reminder. If you sign up for outage alerts, you receive notifications when new information is available. Three notifications are typically sent during unplanned outages.

Your personal information is not sold to a third party. PG&E sometimes uses a third-party vendor to send alerts. Your information is only used for this purpose. We strongly believe in protecting your information and always maintain control over who has access to it. For more information, refer to our privacy policy. Visit Customer Policies and Guidelines.

You can stop alerts in several ways. The easiest way is to log in to your online account, and go to Profile and Alerts. From there, you can opt out of most alerts. Visit Your Account.

PLEASE NOTE: PG&E may send you emergency and safety notifications, and other important information. You cannot opt out of these alerts.

If you need assistance, contact us. Visit Online Contact Form.

Understanding text alerts

The first time you sign up for text alerts, we verify your phone number by sending a text message with instructions. Reply "Y" to register your phone to receive additional PG&E notifications. If your phone has previously received PG&E text alerts and you are only updating your alerts, you don’t need to verify your phone number. This rule applies to most cases, except financial transaction alerts, which use a different verification process. (These alert types send a code, and then you must reply with a confirmation code.)

No, we don’t charge for this service. However, the rates of your wireless carrier and data rates may apply. Check with your carrier for the terms of your plan.

The following wireless carriers* support PG&E text alerts: 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. For the most current information, read our policies. View Digital Communications Policy.

Log in to your account, and go to Profile and Alerts. A Web page displays. You can use the page to sign up for alerts and update your account profile displays. Visit Your Account.

To stop receiving text alerts from a specific program, reply “STOP” to the most recent text received. This action stops most text alerts from the program. If you receive text alerts from several programs, you must reply “STOP” to a text from each program. You can also log in to your online PG&E account to manage your notification preferences.

NOTE: PG&E may send you emergency and safety notifications, and other important information. You cannot opt out of these alerts.

For help with text alerts, reply to a text with the word “HELP.” In most cases, PG&E sends a text with additional information about the program. If you don’t get a reply, contact us. Visit Online Contact Form.

Understanding email alerts

When you sign up for email notifications online, all of the email addresses that you previously provided to PG&E display. Select the email address that you want to use from the drop-down menu. You can also provide a new email address. Update your email address anytime by logging in to your account.

No, PG&E does not charge for this service. However, the rates of your wireless carrier may apply. Check with your carrier for the terms of your plan.

Each PG&E email is clearly marked. Look for "PG&E" or "Pacific Gas & Electric Company." Most PG&E emails also include a valid physical address.

We only send emails regarding service and information that you have authorized. In addition, according to the Federal CAN-SPAM Act, PG&E provides three basic types of compliance in emails:

  • Message identification. Email is clearly marked to show that it is from PG&E or Pacific Gas & Electric Company.
  • Consumer opt-out. When appropriate, emails include an Unsubscribe link at the bottom. PG&E may email emergency and safety notifications, and other important account information. You cannot opt out of these emails.
  • Sender identification. Each email includes a valid physical address.

 

To stop receiving email alerts, click Unsubscribe at the bottom of an email. You can also log in to your PG&E account to change your notification preferences. Your Unsubscribe request may require 10 days to process. We appreciate your patience during this time, if you receive one or two additional emails.

NOTE: PG&E may email emergency and safety notifications, and other important information. You cannot opt out of these emails.

If you need assistance, contact us. Visit Online Contact Form.

Understanding voice alerts

We use the preferred phone number on your account. If you do not state a preference, we use your primary phone number.

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

NOTE: Some voice notifications offer an unsubscribe option when you receive the notification. Additionally, PG&E may call you with emergency and safety notifications, and other important information. You cannot opt out of these calls.

If you need assistance, contact us. Visit Online Contact Form.

NOTE: PG&E may amend the alerts FAQ at any time.