IMPORTANT
1-877-660-6789
1-877-660-6789

New account guide

Pge.com's account upgrade

We've added new features to your pge.com account. Now, you have better security, easier password resets and payment options such as Apple Pay. You can also add authorized users to your online account. For most customers, the upgrade process is easy.

 

The first time you sign in

We'll send a code to your phone and a link to your email. These additional steps enhance the security of your account. Once you sign in, we'll transfer your existing:

  • Recurring payments
  • Bank or credit card information
  • Billing notification preferences
Sign into your account

The upgrade may take a bit longer if you:

 

Have been sharing a username or email address with another person

Your upgraded account is designed for one username and password per person.

 

We're aware of a few scenarios where this will require a change: 

1. Sharing a username with a family member:

If you've been sharing a username and password with another person such as a family member, the person who set up the account with PG&E should sign into the account first.

 

After signing in, they can add the second person. Tell them to look for the "Add a person" link on their account dashboard.

 

2. Using a distribution list like everyone@pge.com:

You may experience issues if you use a distribution list like everyone@pge.com and multiple people use the same username and password to sign in.

  • Only one person can use the distribution list email address to register.
  • Anyone given access after an online account has been set up using the distribution list email address must be able to receive an MFA security code.
  • The verification email will go to the distribution list, but the MFA security code will go to the phone number linked to the account.

We recommend that all users have their own credentials. One person at the company can register and give access to the others using the "add a person" link.

 

Have multiple usernames for the same account

Multiple usernames for the same person

Over the years, you may have forgotten your password and created a new username.

  • When you first sign into your upgraded account, we'll show you all the usernames in the system.
  • Pick one. The others will be deleted. 

Multiple usernames for multiple people

If you have a roommate or a partner and you each have your own username because you share the bills:

  • The person who opened the account with PG&E should sign into their upgraded account.
  • This person will be the primary account owner (residential) or authorized user (business).
  • To invite you to the account, they must select the "add a person" link on their account dashboard.
  • Once you accept the invite, create your own username and password.

Learn more at manage account access

 

Manage more than one account

You have a residential account and a small business account

You can also link your business account to your residential username:

  1. Sign into your account.
  2. Go to the My Account dashboard.
  3. Under "Settings," select "Accounts."

This way, you can see both accounts in one place when you sign in.

 

You have multiple properties

If you have a primary home and a vacation home or multiple rental properties, you may have multiple accounts. To check for multiple accounts:

  1. Sign into your account.
  2. Go to the My Account dashboard.
  3. Under "Settings," select "Accounts."

You manage multiple business accounts for your company

If you're the authorized user:

  1. Sign into your account.
  2. Go to the My Account dashboard.
  3. Under "Settings," select "Accounts."

If you aren’t an authorized user:

Ask an authorized user to:

  1. Sign into their account.
  2. Select an account to give access to.
  3. Select "add a person" on the dashboard.
  4. Enter your name, email and phone number.
  5. Send you an invitation.

You want to give access to many accounts or users at your company

  1. Sign into your account.
  2. Select the account.
  3. Select “add a person” on the dashboard.
  4. Enter the user's name, email and phone number.
  5. Send the invitation.

 

You want to invite 15 or more billing accounts or contacts to your account

The online tool can only add one person at a time. To invite 15 or more billing accounts or contacts, an authorizer user must submit a Delegate User Form (XLSX).

Learn how to submit a Delegate User Form

 

Are not the primary account holder or authorized user

If you manage an account for a family member, ask the family member to:

  1. Sign into their account.
  2. Select an account to give access to.
  3. Select "add a person" on the dashboard. 
  4. Enter your name, email and phone number. 
  5. Send the invitation.

If you're a third party managing a business account, ask an authorized user to:

  1. Sign into their account.
  2. Select an account to give access to.
  3. Select "add a person" on the dashboard. 
  4. Enter your name, email and phone number. 
  5. Send the invitation.

 

 

Managing access by customer type FAQ

Residential FAQ

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Manage 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. 

Read more about manage account access

 

No. As part of the security upgrade, the primary account holder must invite you to the account. Ask the primary account holder to:

  1. Sign into their account.
  2. Select an account to give access to.
  3. Select "add a person" on the dashboard. 
  4. Enter your name, email and phone number. 
  5. Send the invitation.

Business FAQ

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  1. Sign into your account.
  2. Select the account. 
  3. Select "add a person" on the dashboard. 
  4. Enter the user's name, email and phone number. 
  5. Send the invitation. 

A direct employee can also call 1-831-660-6789 to be added as an authorized user. They must provide key information like the account number. Once they're an authorized user, they can register online.

 

Ask an authorized user to:

  1. Sign into their account.
  2. Select an account to give access to.
  3. Select "add a person" on the dashboard. 
  4. Enter your name, email and phone number. 
  5. Send the invitation.

You can also call 1-877-660-6789 and ask to be added to the account.

 

If they have access today, they'll continue to have access. Make sure they have a valid email address and phone number on file with PG&E.

 

  1. Sign into their account.
  2. Select an account to give access to.
  3. Select "add a person" on the dashboard. 
  4. Enter your name, email and phone number. 
  5. Send the invitation.

important notice Note: You can't give a third party full access—only high access and read-only access.

 

An authorized user of the company can give access to as many accounts and as many contacts as they want. However, the online tool can only add one person at a time.

 

This can be time-consuming. Learn how to give a third party access to multiple accounts.

 

You may experience issues if you use a distribution list like everyone@pge.com and multiple people use the same username and password to sign in.

  • Only one person can use the distribution list email address to register.
  • Anyone given access after an online account has been set up using the distribution list email address must be able to receive an MFA security code.
  • The verification email will go to the distribution list, but the MFA security code will go to the phone number linked to the account.

We recommend that all users have their own credentials. One person at the company can register and give access to the others using the "add a person" link.

 

Third party FAQ

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Ask the account's authorized user to:

  1. Sign into their account.
  2. Select an account to give access to.
  3. Select "add a person" on the dashboard. 
  4. Enter your name, email and phone number. 
  5. Send the invitation.

important notice Note: An authorized user can't give a third party full access—only high access and read-only access.

 

No. As part of the security upgrade, an authorized user must invite you to have an online account. The authorized user should sign in and then invite you to be an authorized user.

 

No. As part of the security upgrade, an authorized user must invite you to their new account.

 

Ask the account's authorized user to:

  1. Sign into their account.
  2. Select an account to give access to.
  3. Select "add a person" on the dashboard. 
  4. Enter your name, email and phone number. 
  5. Send the invitation.

important notice Note: An authorized user can't give a third party full access—only high access and read-only access.

 

No. As part of the security upgrade, an authorized user must invite you to their new account.

 

Ask the account's authorized user to:

  1. Sign into their account.
  2. Select an account to give access to.
  3. Select "add a person" on the dashboard. 
  4. Enter your name, email and phone number. 
  5. Send the invitation.

important notice Note: An authorized user can't give a third party full access—only high access and read-only access.

 

An authorized user of the company can give access to as many accounts and as many contacts as they want.

 

However, the online tool can only add one person at a time.

 

To invite 15 or more billing account or contacts, an authorized user must submit a Delegate User Form (XLSX).

  • This "Delegate User Form" can be used to authorize one person for 15 to 500 accounts. 
  • If you have an assigned account manager, please contact that individual to submit the request.
  • If you do not have an assigned account manager, send the encrypted form(s) to Thirdpartyaccess@pge.com.

important notice Note: You will invite the user to the first account yourself. We will link the additional accounts after they have accepted their invitation.

 

Delegate User Form hints:

  • Review the Example tab to ensure you understand how the form is used.
  • Do not update any titles.
  • Do not add any data other than Requestor First Name, Requestor Last Name, Requestor Primary Email Address, Requestor Primary Phone, Delegate First Name, Delegate Last Name, Delegate Email Address, Delegate Primary Phone, Delegate Phone Type, Account ID and Access Level.
    • Requestor information must be exactly what was used to create your log in.
    • Delegate information must be exactly what was used for the first invitation you sent.
  • Delegate Phone Type and Access Level should be selected from Dropdown value only.
  • All Account IDs should display your approved Access Level.
  • The form should display one Requestor and Delegate per form, and the multiple accounts they are authorized to access.
  • Do not create New Sheets in the excel file, only one delegate per file.

The form will be processed using a mass transaction for each file submitted. The timeframe for completing this request is up to fifteen days. Once the request is completed you will receive confirmation and can then inform your delegate, they can now access the accounts.

 

If you already have a valid Letter of Authorization (LOA), you’ll still be able to call in. However, you won't be able to sign into pge.com until an authorized user gives you access.

 

More resources

The Help Center

Answers to common scenarios and questions about the transfer process and the new site's features.

Visit the Your Account section of our Help Center