FAQ's

What do I do if I forget my password?

Simply click on 'Forgot login details' and you'll be sent a unique authentication pin to your email address. Once you've received this, use it as your password to log in. Once you put your authentication pin in you'll be prompted to choose a password. It's that simple.

How do I change my password?

Just simply click on 'Forgot login details' and you'll be sent a unique authentication pin to your email address. Once you've received this, use it as your password to log in. Once you put your authentication pin in you'll be prompted to choose a password. It's that simple. You can also change your password through the my profile page.

What is an authentication pin?

An authentication pin is not your password. It is the first step in the process of getting you to the online customer platform. Once you've received this pin and apply it in your registration process you'll be prompted to add your password.

How do I log in?

If you're logging in for the first time you will need the authentication pin to begin with. This will have been sent to your email address and is only valid for 30 minutes. Once you put your authentication pin in you'll be prompted to choose a password. This must be unique, at least 8 digits long, with at least one capital letter, one lower case letter, a number and a symbol for your security. After choosing this unique password you'll be logged in automatically. Logging in again will just require you to put in your email address and the unique password. You'll be prompted to enter these details once you click on the Login button from the self service portal websites.

What if I change my email address?

You'll need to log in using the old email address initially, then once logged in you can update your email address on the My Profile page. This will update on all your ActewAGL and/or Icon Water accounts. Just ensure that next time you log in you use your new email again.

How do I find an old account?

All old accounts that are listed with the same email address as your current account will be accessible. All you need to do is click on the filter option from the My Account landing page and you'll be able to view old accounts.

What if an account isn't showing up?

It's likely that your current email address isn't listed on the your utility account. For electricity and gas accounts, you'll need to call the ActewAGL Assist team at 13 14 93 or the Icon Water team at 6248 3111 for water accounts, to add your email address on the old utility account.

How can I remove an account?

Once the account is closed you'll no longer view it in your account list. However, you can't remove an active account.

How many accounts can I have listed?

You can have all your ActewAGL and/or Icon Water accounts showing online, so long as your email is correct.

How can I view account history?

Click on the account number and you'll be taken to the Account History page. This page has many different features available for you to be able to gain more knowledge from your consumption, as well as tips on managing your consumption.

How do I add a credit card?

After logging in go to the My Profile tab. There is a section at the top saying "Credit card details". By selecting this you can then add credit cards by clicking the 'add card' button. You can add as many credit cards as you need, simply follow the prompts and confirm.

How do I remove a credit card?

The credit cards listed on your online account show a rubbish bin next to them. By clicking on this rubbish bin you will be asked whether you would like to remove the card. Confirming this action will remove the credit card.

Will changing my credit card details online automatically change my credit card information held with other ActewAGL and/or Icon Water direct debit agreements?

No. The credit card/s you have listed online are just for one-off payments. If you want to maintain your direct debit agreement you can use the listed cards to do so, however changing one of the saved cards won't automatically do that for you.

Will my personal information be shared with any other companies?

Yes but only as agreed by you and as necessary to operate the service - for example billers, financial institutions and service support providers. ActewAGL and Icon Water will not share your name or any other personal information with third parties at any time except to fulfil legal and regulatory obligations.

Why isn’t the information on the screen appearing correctly?

For the best experience, we recommend ensuring you have the latest version of your browser installed on your device. In some circumstances, viewing the platform in an old version of your browser will impact how the text and graphics appear. You can manage your browser by visiting its Settings.