How do I change my password or e-mail address?
To can change your password or e-mail address, select My Profile and then make your changes. If you are enrolled in our e-Bills service, please click on View Bill or Pay Bill once you enter the new e-mail address to ensure our system will recognize your new e-mail address.
Back to Update My Profile FAQ
I want my bill sent to another mailing address. What do I need to do?
Select My Profile, then click Change Mailing Address.
My phone number has changed. How do I notify PG&E of the change?
Select My Profile, then click Change Phone Number.
I forgot my user name. What do I do?
From the My Account box at pge.com, select Login Help. Then click on the link for "Forgot your user name?" and enter the e-mail address you provided when you signed up for online services. Your user name will be forwarded to that e-mail address.
Back to User Name/Password/Login FAQ
I forgot my password. How can I get it?
From the My Account box at pge.com, select Login Help. Then click on the link for "Forgot your password?" and enter your user name. You will be presented with the password security question that you entered when you signed up for online services. When you enter the correct answer, a temporary password will be sent to your registered e-mail address.
Are there user name or password requirements?
Your user name must have a minimum of five characters. Your password must have a minimum of six characters, including at least one number and one letter. Do not use ~ % < >. You can use upper and lower case letters; however, your password is case sensitive.
Are my user name and password case sensitive?
Your user name is not case sensitive, your password is.
Why am I receiving an error message that my account has been locked out due to inactivity?
For security purposes, if you have not logged in within the past six months, you will be required to sign up again with a new user name and password.
When trying to sign up for online services, why did I receive an error message that the user name is already taken?
For security purposes, if you have not accessed PG&E's online services within the past six months with your current user name, you will be required to sign up again with a new user name.
I have tried several times to login, and now I am locked out, why?
The system is not recognizing your user name or password. For security purposes, three unsuccessful attempts will block your access to PG&E's online services for 60 minutes.
If necessary, you can request a verification of your user name or a temporary password that can be used once the 60 minute lock out period has passed.
I received a notification that I am temporarily locked out, how long will the lock out period last and can you reset this?
Your online services access will be blocked for 60 minutes, and you must wait until that period has passed to attempt to login again.
I am attempting to request a new password but I no longer have the same e-mail address that I registered with. What do I do?
If you have not enrolled in e-Bills, you can register as a new user with a new user name, password and e-mail address. If you have enrolled in e-bills you will need to fill out a feedback form, which can be found at the bottom of the page to have your current user name unlocked. Then proceed to register as a new user with a new user name, password and e-mail address.
I just received a temporary password but I still cannot login. Why?
For security purposes, you may still be temporarily locked out of PG&E's online services. If you tried to login with the temporary password within 60 minutes of being locked out, please try again. Also, to prevent entry error, you may copy and paste the temporary password provided via e-mail into the password field.
Can I enroll more than one account?
To access additional accounts you must enroll each account. Select My Profile, then click on Add/Remove Accounts. Complete the enrollment form for the new account.
Back to Add/Remove an Account FAQ
How can I use my additional enrolled accounts?
For each new session, the default account you view is the first account that you enrolled. You may select a different account from the Account Number list on the My Account page. The system will automatically retrieve the financial information for the selected account, which will remain active for the rest of the session as the primary account.
When enrolling another account, why do I receive a message that the information doesn't match PG&E's records?
Either the phone number or last four digits of the Social Security Number (SSN) you entered does not match the information in our records. This information must be updated before enrolling the account. Please send a message to Get Help to verify your information or call 1(800) 743-5000.
What if I no longer want online access to an account?
Select My Profile, then click Add/Remove Accounts and make your changes. This will simply remove access to the account from the system; it does not affect company records. If you remove access to your only account you will be withdrawn from PG&E's online services.
What's the purpose of the Tool?
The Tool displays four or more analytical reports for your selected premises. These include: "What are my top ways to save?" "How does my home/business compare?" "How does my home/business use energy?" and "Seasonal tips and tools".
Back to Tips/Tools to Save Energy FAQ
How accurate are the Tool's results?
The tools use a sophisticated hour-by-hour analysis to model gas and electric usage based on known weather data for your ZIP code, your actual usage history in our files and the accuracy of your responses to the survey questions. The results should be accurate within +/- 10 percent.
What is My PG&E Credit History?
My PG&E Credit History is a statement showing the credit history of your account. It shows the date the account was started and closed, the address(es), number of past due notices received, and number of times (if any) service was disconnected for non-payment within the last consecutive 12 months of service.
Back to My PG&E Credit History FAQ
Which accounts are eligible to receive My PG&E Credit History?
My PG&E Credit History is available for accounts that are active or in pending closed status. Closed accounts are not eligible for the My PG&E Credit History.
How can My PG&E Credit History be used?
The My PG&E Credit History is accepted by some other utilities and places of business as proof of your credit history with PG&E.
What periods does My PG&E Credit History cover?
This credit history is from the most recent consecutive 12 months of activity for this account.
How did I get a notice?
Monthly bills for residential customers are due and payable on receipt and are considered past due if payment is not received by PG&E within 19 days after the bill is transmitted by mail or through electronic presentment. For business customers, the bill is past due if not paid within 15 days.
How do I request a payment arrangement?
Select the Payment and then click Request a Payment Arrangement. If you qualify for a payment arrangement and do not already have one, the system will display the options available to you. This may include payment dates, amounts and allowable payment methods. If you agree to this option, select a payment method and accept the arrangement.
Back to Request a Payment Arrangement FAQ
What if I attempt to request a payment arrangement and receive a message of ineligibility?
Some accounts may not be eligible for payment arrangements for a variety of reasons. If you want to know the specific reason why your account is not eligible, please send us an E-mail.
Who is eligible to use the Business Tools site?
Any online services user with a non-residential rate account selected from the My Account page will have access to the Business Tools site. If you're not enrolled in Business Tools you will have to provide a valid Service ID and associated meter number to enroll. This information is located on page 3 of your monthly bill.
Back to Business Tools FAQ
What services are available on the Business Tools site?
This is a composite application that brings together:
What are the benefits of viewing and paying my bills online with e-Bills?
With e-Bills, you can:
Back to Enroll in e-Bills FAQ
What is an e-Bill?
An e-bill, or electronic bill, is like the paper bill you receive each month, only generated in electronic format. You can see all the same details in an e-bill that you can in a paper bill.
Will I still receive a paper bill via U.S. mail?
Once you enroll, you will receive one more paper bill. After that, you will no longer receive a paper bill via U.S. mail. PG&E has obtained regulatory approval to stop mailing paper bills to customers who enroll to receive, view and pay their bills online.
How secure is e-Bills?
e-Bills provides the following security features:
Who is eligible to enroll in e-Bills?
e-Bills is available to most residential and business customers. The exceptions are customers who have:
Is there a fee to use e-Bills?
If I use PG&E's Automatic Payment Service (APS), can I enroll in e-Bills?
Yes. You can enroll in e-Bills to view your bills. This will also stop your paper bill service. Please remember that the e-Bills Pay Bill feature is totally separate from PG&E's older Automatic Payment Service, which is still available. If you want to pay your bills through e-Bills, you should cancel your APS to avoid a double payment to your account.
Can I enroll if I am using the Balanced Payment Plan?
How do I enroll in e-Bills?
Simply click Pay Bills or View Bills on the My Account page. You will be prompted to follow the step-by-step instructions to enroll in e-Bills.
Will I receive a confirmation letter after enrolling in e-Bills?
Yes. After enrolling, you will immediately receive a welcome letter.
Can I cancel e-Bills?
Yes. Select Billing and then click Resume Paper Bill.
What if I have more than one PG&E account?
You can view and pay all your eligible PG&E accounts using Customer Service Online. Select My Profile, then click on Add/Remove Accounts.
How will I be notified each month when my bill is available for viewing and paying online?
We will send an e-mail each time a new bill is issued. For added convenience, it will contain the link that will automatically direct you to Customer Service Online. You may opt to terminate this e-mail notification at any time from the Billing/Payment History page.
What if I'm not receiving e-mail notification that my e-Bill is ready to view or pay?
Be sure to check the e-mail notification box on the Billing/Payment History page.
What if I'm not receiving my e-Bills?
Be sure your e-mail address is up to date. Select My Profile then click Set E-mail Preferences. Also, check your security settings, spam blocker and e-mail filters, as one of these may be preventing the e-mail from reaching you.
What if I change my e-mail address?
Your e-mail address must be up-to-date in order for us to notify you if there are problems. To change your e-mail address, select My Profile, then click Change E-mail Address. A valid e-mail address is important to ensure that you are notified when:
Can more than one person enroll on a single account?p>
Yes, more than one person can enroll on a single account to view bills. However, only one person can pay on an account.
What if I want to enroll in e-Bills but receive a message that someone has already enrolled the account?
Only one customer, or user name, can pay on a single account. If another user, such as a roommate, has already enrolled with a user name and paid on this account, then you will receive an error message when attempting to make a payment.
What if I want to change back to paper bills but I receive a message that I can't cancel e-Bills?
Only the person who pays the bills online can cancel e-Bills online, and switch the account back to paper bills. If you are not the person who pays the bills online, you will receive an error message when attempting to cancel e-Bills.
I recently moved. Why is my old address still showing on the My Account page?
Once the first bill is generated for your new address, you will be able to view it on the My Account page.
How do I contact PG&E for questions about e-Bills?
Contact PG&E by clicking on E-mail on the My Account page or by calling 1 (877) 660-6789.
What are my payment options when paying online with e-Bills?
You have two payment options online:
Back to Pay Bill FAQ
Is the e-Bills automatic payment feature the same as PG&E's Automatic Payment Service (APS), which I've been using for years?
No. The e-Bills Pay Bill service allows you to set up automatic payments, but it is totally separate from PG&E's older Automatic Payment Service, which currently is still available. If you want to pay your bills through e-Bills, you should cancel your APS to avoid a double payment to your account.
Do I need to schedule my online payment each month?
Yes, unless you decide to use the e-Bills automatic payment instructions.
How does the e-Bills automatic payment feature work?
The e-Bills automatic payment feature gives you the convenience and flexibility to:
You will receive an e-mail if your bill exceeds the maximum amount you have designated. Your automatic payment becomes effective with the next bill, even if you enroll prior to the due date for the current bill.
Please note: The e-Bills automatic payment feature is totally separate from PG&E's older Automatic Payment Service (APS), which currently is still available. If you want to pay your bills through e-Bills, you should cancel your APS to avoid a double payment to your account.
Will I be notified if my bill is not paid in full based on my e-Bills automatic payment instruction?
Yes. You will be notified by e-mail if your bill is not fully paid with the e-Bills automatic payment instruction. You will need to make a one-time payment for the difference or the full balance, based on your automatic payment instructions.
When can I begin making payments online?
After a successful enrollment, you can begin using e-Bills immediately.
How often can I make payments?
There are no limits.
What types of payment accounts can I use to pay my bills online?
You can use a checking or money market account from any financial institution that accepts electronic debits. PG&E does not accept credit cards for payment.
Can I obtain a confirmation, such as a reference number, after I schedule a payment?
Yes. You will receive a reference number after you successfully schedule a payment. You can also review the status of your payment transactions on the Billing/Payment History page.
When will my online payment be debited from my payment account?
Funds are withdrawn from your payment account on the business day after the payment date you select.
When will the payment actually be posted to my PG&E account?
You should allow a minimum of three business days from the scheduled payment date for your payment to be posted to your PG&E account.
How will I know if my payment has been received by PG&E?
You can check the Current Amount Due and Last Payment sections on the My Account page. And you can also check the Billing/Payment History page.
How do I determine what Payment Date to enter on the Make a Payment page?
If you schedule a payment before 4 a.m. Pacific Standard Time (cutoff time) today you can enter your Payment Date for as early as today. After 4 a.m. Pacific Standard Time, you can enter your Payment Date for as early as tomorrow.
Will I be notified if my scheduled payment has failed?
Yes. You will receive an e-mail message from PG&E's Customer Service Online within one day of your scheduled payment date if CheckFree determines that either the payment account number or routing transit number you provided is incorrect or not entered in the proper format.
PG&E will send you a letter any time a payment fails for a reason other than insufficient funds.
What if Customer Service Online goes down while I am using it?
If you lose your connection to Customer Service Online while making a payment, verify the status of your payment on the Billing/Payment History page. If you were unable to complete the transaction, you may have to perform the payment transaction again.
Why is the Amount Due shown on my online energy statement different from the Amount Due displayed on the My Account page?
The amount due shown on the My Account page is your current amount due. It reflects payments or adjustments that may have been made to your account since your last energy statement was sent to you.
Can I arrange to pay ahead if I'm planning to take an extended vacation?
Yes. You may schedule future payments up to 60 days in advance. You may also opt to set up automatic payment instructions that will automatically pay your bill each month.
What if I schedule a payment beyond the due date of my bill?
Your payment will be overdue. For your convenience, a Bill Due Date is displayed on the My Account page.
What happens if I schedule an online payment and there is not enough money in my payment account?
Your financial institution may refuse to honor your online payment request due to insufficient funds. If your online payment is returned for insufficient funds, PG&E will include an $8 processing fee on your next bill.
What happens to scheduled payments if I'm no longer eligible to pay my bills online?
If you become ineligible to view and pay your bills online, your access to the View Bill and Pay Bill features will be blocked. However, any payment with a status of "scheduled" will be processed unless you call PG&E at 1 (877) 660-6789 to request that such a payment be canceled.
Can I change my payment account information, such as routing transit number or account number?
Yes. You can delete or add a payment account at anytime. Simply click on Pay Bill and select Payment Account.
Please note, if you have a scheduled payment, or automatic payment instructions, you must delete these before deleting the corresponding payment account.
When can I begin viewing my bills online?
You can view your current bill online after you enroll in e-Bills. Simply click View Bills on the My Account page.
Back to View Bill FAQ
Will my online bill look like the paper bill?
Yes, and for added convenience, you will be able to view your bill summary.
Will I receive bill messages and inserts that are usually included with the paper bill?
Bill messages that appear on PG&E's paper bill also appear on the detailed online bill. The online bill has links to bill inserts and other important information that you would normally receive along with your paper bill.
What if I want a paper copy of my bill?
You can print your bill at anytime to retain a copy for your records. You can also save an image of the bill on your personal computer.
When is my online bill available?
Your online bill is created at the same time your paper bill would normally be printed. The online bill will be available to view or pay within 24 hours.
When is my online bill due?
Can I see my previous PG&E bills online?
Yes. Each month, your bill will be displayed in the View Bills section approximately one day following your regularly scheduled bill date. Over time, you can store up to 13 months of bills.
What historical payment information can I view?
You can view all online payment transactions on the Billing/Payment History page. Payment information displayed includes: PG&E account number, payment amount, payment date, payment account and payment status.
How accurate can the compare bills analysis be if I only answered a few questions?
The compare bills tool creates a profile of your home based on similar homes and your answers. For even more precise results, complete the detailed questions.
Back to Compare Bills and Usage History FAQ
What is the basis of the tool's assumptions?
The assumptions are based on government studies that include a survey of homes across the country. Participants are asked questions about their home and appliances. The assumptions for your home are based on data for your area.
Why doesn't the compare bills tool report match up with my bill?
The compare bills tool results are estimates, so they are unlikely to match your bill. The analyzer examines local weather effects, appliance changes, living habits and other changes that may occur to help you understand how your energy usage varies month to month.
How can I get more information about my report?
E-mail us your questions or comments.
I think my home or business is energy efficient, so why is my electric cost a lot higher than the average on your chart?
The cost estimates are for a typical home or business. You can get an estimate that better matches your home by answering the appliance questions.
What should I do if I don't have time to finish entering all my information?
If you have to stop, you can come back later and continue. All of your answers will be saved.
Why are some of the questions already answered?
For your convenience, answers from your previous session were automatically saved.
How do I print the compare bills analyzer report?
Select Print Summary Report from any of the pages, and then click Print Report.
What rate schedules are supported by the Compare Bills Usage History tools?
Residential: E1,E7, EA7, E8, G1
Non-residential: A1, A6, A10S, E19S, GNR1
Back to Error Messages FAQ
When I click on the View Bills or Pay Bills links on the My Account page, I get a message that PG&E cannot process this transaction. Why?
There may be a credit problem associated with the account, such as a current shut off notice or two or more returned payments in the past 12 months.
Why do I receive a message that the system is unavailable?
The unavailable message is displayed when the system is unable to retrieve account information. This may be due to a temporary technical problem at our site. If the problem persists, please send us an E-mail message for more information.
I clicked on View Detailed Bill and got a message that Internet Explorer cannot download.
You may need to restore your Internet Explorer default settings. From your browser menu, click Tools, Internet Options and then Advanced. Next, click on Restore Defaults, Apply and then OK.
How do I use the start and stop services?
If you are moving from one location to another within PG&E's service area and will continue to be a customer, use the Start Service.
If you just want to stop service and you are not setting up service in your name, or your new address is not served by PG&E, use Stop Service.
If you are adding a new service address in your name and are not stopping service at your existing address, use Start Service.
Back to Moving? Start/Stop Service FAQ
I'm not a PG&E customer yet. Can I start service for gas and electricity online?
No. The online start service feature is only available at this time to current customers. Please call us at 1 (800) 743-5000 to start your gas and electric services.
If I am already a PG&E customer, can I add a service to my existing account?
Yes. You can add a service to your existing account.
Why do I get a message that my address cannot be found?
The address you provide must exactly match the address in PG&E's records for the location of your new service. Check the Tips page or send customer service an e-mail to contact you.
Why does the scheduling calendar have dates blocked out?
The calendar allows you to schedule service up to 30 days in advance. All dates outside this range will be shown as unavailable.
What mailing (billing) address should I use?
Most customers use their service address as their mailing address. You may designate your current mailing address or provide a new mailing address.
Why do you need to know if I have a dog, and why do you want to know his name and breed?
We request this information for the safety of our field representatives and your dog. It can help minimize any "surprises," for example, when a meter reader reads your meter each month.
Why do you need to know if I'm moving a gas appliance or cleaning with flammables?
This information will be helpful to the service representative conducting any necessary gas appliance safety checks.
How do I check the status of my Start/Stop Service request, and what do I do if I want to make a change?
You can check the status of your Start/Stop Service request and make changes by selecting Service Requests, then clicking My Pending Service Requests. You can change the pending Start/Stop request date, contact information or meter access and safety question answers. You can also cancel these requests.
Can I schedule an appointment to report a hazardous situation or to have my gas appliance checked today?
No. To report a gas odor or possible carbon monoxide poisoning, call 1 (800) 743-5000 or 911 for an emergency. For an urgent appointment request, call 1 (800) 743-5000.
Back to Schedule a Gas Appointment FAQ
What types of appointments can I schedule?
You can schedule residential gas appliance services, such pilot relights and safety checks, for accounts that currently have service with PG&E.
Who is eligible to schedule appointments?
Residential customers with open PG&E accounts are eligible to schedule appointments.
Where can I check my scheduled appointments?
Your scheduled appointments will be displayed on the My Pending Service Requests page under the Service Request section. Alternatively, a message will appear on the My Account page when you have a pending request.
Can I change my appointment online?
If you scheduled your appointment online, you can cancel or reschedule your appointment from the My Pending Service Requests page under the Service Request section.
Why do I have to enroll in Customer Service Online to submit an e-Rebates application?
By using Customer Service Online you not only protect your PG&E account information you also have access to other convenient online features.
Back to Energy-Efficiency Rebates FAQ
When will I receive my rebate check?
Rebate checks are mailed within six to eight weeks after we receive your completed, and signed application, and all supporting documents (proof of purchase information) unless (a) your application is incomplete, (b) is selected for verification, which may result in additional processing time, or (c) incentive funds are depleted. Rebate applications are processed on a first-come, first-served basis.
How do I check the status of my rebate application?
On the My Account page, select Energy-Efficiency Rebates from the left navigation bar, then click Check Rebate Status.
Why is the rebate amount paid by PG&E less than the posted rebate amount?
This could happen if the product rebate amounts change, funds are depleted, or the product doesn't qualify for the rebate for which you applied. In addition, your rebate amount may be adjusted to ensure the product rebate does not exceed the price paid for the product.
How do I change the mailing address on my e-Rebates application?
You can change your e-Rebates mailing address on the "My Information" page.
How do I print my online application submission again?
If you could not print the application confirmation at the end of e-Rebates, unfortunately, you can't go back and print it again. As an alternative, you can:
Pacific Gas and Electric Company
P.O. Box 7265
San Francisco, CA 94120-7265
The unavailable message is displayed when the e-Rebates application system is unable to retrieve account information. This may be due to a temporary technical problem at our site. Please try again at a later time. If the problem persists, please send us an E-mail.
Your e-mail address must be up-to-date in order for us to notify you if there are problems. To change your e-mail address, select My Profile, then click Change E-mail Address within Customer Service Online.
How do I contact PG&E for questions about e-Rebates?
Contact us by e-mail or phone:
How do I know if I am eligible for a rebate?
Rebates for products are determined by product type, model number, residence location, the commodity (gas or electricity) you receive from PG&E, and the time you ordered/purchased and installed the energy-efficient measure. The Home Energy Efficiency Rebate program is being offered January 1, 2005, through December 31, 2005, or until funding is depleted. The area or climate zone where you live determines the products you are eligible for. The energy-efficient product should help reduce consumption of the gas or electricity you receive from PG&E. Please read the Product Specifications in the application or call the Smarter Energy Line at 1 (800) 933-9555 to ensure you meet all of the program requirements.
Does my product qualify for a rebate?
To find out if the product you purchased and installed qualifies for a rebate, select the Product Specifications for the respective product category. Then select a product and provide the requested information.
Can I apply for rebates on multiple accounts?
Yes. You can submit rebate applications for multiple accounts, provided this does not violate individual program policies and procedures. The default account you view in e-Rebates will be the first account you enrolled. You may select an additional account from the My Account page. The system will automatically retrieve information for the selected account. Once an account is selected it will remain active for the rest of the session as the primary account.
When enrolling another account, why do I receive a message that the information doesn't match the records?
Either the phone number or last four digits of the Social Security Number (SSN) you entered does not match the information you submitted when you set up your account. This information must be updated before enrolling the account. Please go to the My Account page to access your account information.
Can I submit copies of my proof of purchase information?
No. The original proof of purchase and other original documentation must be mailed to PG&E in order to process your rebate application. Keep a copy of all documents submitted (including receipts) for your records. All original paperwork submitted for rebate processing becomes the property of PG&E.
How long do I have to submit my supporting documentation?
We request you submit and we receive all supporting documentation within 30 calendar days from the time you submit an application online via e-Rebates. All rebate applications and supporting documentation must be postmarked by December 31, 2005.
What happens if my application is incomplete?
You will receive a letter explaining the nature of the missing information and/or documentation with further instructions.
How do I determine the purchase date when I've hired a contractor for home improvement work at my home?
If you submit a Home Improvement Contract (HIC) as proof of purchase, it must be the original provided to you by your contractor. It must be signed and dated by both you and your licensed contractor. Additionally, the date you signed the agreement is considered your purchase date. If the HIC is not signed and dated, the date that the HIC was written will be the default date for determining eligibility. The purchase and installation must occur between January 1, 2004, and December 31, 2005.
What do I do if the product I purchased is not listed in the Air Conditioning and Refrigeration Institute (ARI) directory?
If you choose to purchase a product that qualifies, but is not listed by ARI, make sure your licensed contractor provides you with a manufacturer's "cut sheet" or specification document. This information must be submitted along with the proof of purchase documentation to PG&E for verification of product qualification.
What's does the term "no climate zone restriction" mean?
"No climate zone restriction" means the product is considered to be cost-effective in all areas served by PG&E. Climate zones are geographic areas with similar characteristics, such as energy use, temperature, weather, typical building construction for the area and other factors.
Copyright © 2004 by Pacific Gas and Electric Company. All rights reserved.