Your new pge.com account has added security to help keep your information safe. While most customers have had no issue signing into their new pge.com account, you may be experiencing one of the following common issues:
- You're not the primary account holder who set up service on the account
- You can't see all of your accounts
- You get an "email already used" message when trying to create a second account
- Your sign-in credentials don't work
- You didn't receive your email or text or you got a "something went wrong" error
- You can't find your account number
1. You're not the primary account holder who set up service on the account
Only the primary account holder can invite others to manage the account.
Note: Each person needs their own unique email address and login credentials.
2. You can't see all of your accounts
View all your accounts either by linking them directly or by having the account holder send you an invitation.
Link missing accounts
Sign in and, next to the "Account" header, select "Add an Account" to link your missing accounts to your new pge.com account.
- You can link multiple accounts to that login. This lets you manage all your properties or both business and residential accounts from one login.
Request access
Someone else may have registered the account first. Ask them to send you an invitation.
- Once you receive the invitation, you'll be able to link the account to your profile.
Note: Each person needs their own unique email address and login credentials.
4. Your sign-in credentials don't work
Why this happens
When we upgraded to the new pge.com in June, your username became your email address. Your old username was deleted for security reasons.
What to do
- Use your email address as your username.
- If you haven't registered yet, try your old username first.
- If that doesn't work, contact customer service.
5. You didn't receive your email or text or you got a "something went wrong" error
There are many reasons something can fail. We are working through all of them as quickly as we can to get you on your way. In the meantime, if you're stuck, our call centers are available to help. We've added staff to keep hold times to a minimum during this one-time transition period.
For assistance:
- Pay by phone: 1-877-704-8470
- Residential customers: 1-877-660-6789
- Business customers: 1-800-468-4743
6. You can't find your account number
Your account number can be found in two ways:
- Online lookup
- PG&E energy statement
Option 1: Online lookup
- Use guest bill pay.
- Select the "Look up your account number" link.
Option 2: PG&E energy statement
- Your account number can be found in the top-right corner of your energy statement.
For a list of other specific error messages or issues, see our FAQ below.
Thanks for your patience during this system change. With these changes, we’ll be able to keep your data and account safer.
If you had a username and password on our old pge.com account, just sign in like normal. We'll guide you through the additional security setup.
Note: If you upgraded your account to the new pge.com, your username is the email address you entered.
- Code not received by text:
- Code can take up to 30 minutes to arrive and are valid for 1 hour.
- Code not heard by phone
- You must say something when you answer for the message to play.
- Locked out:
- After three incorrect attempts, you'll be temporarily locked out.
We are aware of some customers receiving these errors. We are working on fixes and hope to have them in place soon.
For assistance:
- Pay by phone: 1-877-704-8470
- Residential customers: 1-877-660-6789
- Business customers: 1-800-468-4743
This means someone else has already registered this account in the new system. A primary account holder is the person who started service or is named on the account.
If you are the primary account holder:
- Your username is now your email address. Try signing in with the email you used during registration.
If you are NOT the primary account holder:
The person who set up the service has already registered. You need to:
- Ask the primary account holder to invite you.
- Wait for the invitation email.
- Accept the invitation to link the account to your profile.
Note: Each person needs their own unique email address and login credentials.
- Go to the pge.com sign-in page.
- Select "Forgot your Username or Password?"
Note: Already re-registered your account on the new pge.com? Your username is the email address you entered.
- Double-check your username and password.
- Make sure your account has transferred to the new pge.com. If you've been a PG&E customer for a long time, you may have to register again.
If your password still doesn't work:
- Go to the pge.com sign-in page.
- Select "Forgot your Username or Password?"
You can view all your accounts either by linking them directly or by having the account holder send you an invitation.
Link missing accounts
Sign in and, next to the "Account" header, select "Add an Account" to link your missing accounts to your new pge.com account.
- You can link multiple accounts to that login. This lets you manage all your properties or both business and residential accounts from one login.
Request access
Someone else may have registered the account first. Ask them to send you an invitation
- Once you accept the invitation, the account will be linked to your profile to manage.
Why this happens:
When we upgraded to the new pge.com in June, your username became your email address. Your old username was deleted for security reasons.
What to do:
- Use your email address as your username.
- If you haven’t registered yet, try your old username first.
- If that doesn’t work, contact customer service.
Browser settings:
- Disable all pop-up blockers.
- Use a supported browser. View supported browsers.
- Clear your browser cache. A browser cache temporarily stores copies of web pages, images and other online content you access on a frequent basis.
Alternative options:
- Turn off your home Wi-Fi
- Your home Wi-Fi's security settings may prevent you from accessing pge.com. Turn it off and use mobile data.
- Try using a mobile browser.
- Some customers have reported success after turning off their VPN.
In June 2025, we upgraded your PG&E account with new features. For most customers, the upgrade process is easy.
It could take a bit longer if:
- You were sharing a username or email address with another person.
- You had multiple usernames for the same account.
- You managed more than one account.
- You weren’t the primary account holder.
Learn more at PG&E's new account guide
You can view all your accounts either by linking them directly or by having the account holder send you an invitation.
Link missing accounts
Sign in and, next to the "Account" header, select "Add an Account" to link your missing accounts to your new pge.com account.
- You can link multiple accounts to that login. This lets you manage all your properties or both business and residential accounts from one login.
Request access
Someone else may have registered the account first. Ask them to send you an invitation
- Once you accept the invitation, the account will be linked to your profile to manage.
Managing your account access takes the hassle out of sharing a pge.com account with friends, family and business associates. As the owner, you can invite others to help manage your account. No more shared passwords. The new user will have their own sign-in and one of three levels of access to your account. Learn more about managing account access.
If you already have a pge.com username and password, sign in as usual. To register as a new user, you'll need:
- Your account number
- Your phone number
- Your ZIP code
Register for an online account now
Your account number can be found in two ways:
- Online lookup
- PG&E energy statement
Option 1: Online lookup
- Use guest bill pay.
- Select the "Look up your account number" link.
Option 2: PG&E energy statement
- Your account number can be found in the top-right corner of your energy statement.
Find all PG&E's bill payment options at ways to pay my PG&E bill.
If you closed your PG&E account before June 9, 2025, you must:
- Call 1-877-660-6789 to receive your last bill from a customer service representative.
- Pay by ACH or check.
Note: If you closed your account after June 9, 2025, you have access to your old account for 12 months.
Your account number can be found in two ways:
- Online lookup
- PG&E energy statement
Option 1: Online lookup
- Use guest bill pay.
- Select the "Look up your account number" link.
Option 2: PG&E energy statement
- Your account number can be found in the top-right corner of your energy statement.
Some billing websites use pop-ups to display invoices or payment details. If pop-ups are blocked, the bill may not appear.
How to turn off the pop-up blocker on your iPhone:
- Open the Settings app.
- Scroll down and tap Safari.
- Locate Block Pop-ups and toggle it off (gray means disabled).
How to turn off the pop-up blocker on other devices and browsers:
To disable pop-up blockers, you'll generally need to adjust your browser's settings. These steps work for most browsers and devices.
- Open your browser settings
- Look for one of these sections:
- Privacy
- Security
- Site Settings
- Content Settings
- Find the pop-up blocker option
- Turn off the blocker completely OR
- Allow pop-ups for certain websites only
Depending on your settings, Chrome browsers download bills as pdfs.
- When using Chrome, check your browser settings.
More sign-in and billing resources
New pge.com account guide
Find helpful instructions and FAQs for using the new pge.com.