Last updated: 06/30/2025
What changed with PG&E’s website?
On Monday, June 9, 2025, Pacific Gas and Electric (PG&E) launched its new online customer account experience for both residential and commercial customers.
The new online customer accounts include several new features and security requirements, which are affecting our PG&E web portal adapter data access method. These features include, but are not limited to:
- The requirement that all PG&E utility account holders validate and update their contact information, including phone number and email;
- The requirement that all PG&E utility account holders update their username to their full email;
- The requirement that all PG&E utility account holders must complete a phone or email-based multi-factor authentication when logging in to their account, or when a third-party service like UtilityAPI logs into their account;
- All new webpage account design and data availability.
You can read more about PG&E’s new online account and all of its new features by visiting PG&E’s new account readiness page.
How does PG&E’s new customer account and MFA requirements impact new and existing authorizations?
PG&E’s new customer account and MFA requirements affect all PG&E authorizations being initiated using our web portal adapter data access method. For an authorization to be successful, all of the following criteria must be met:
- The PG&E utility account holder must update the contact information and username as identified above.
- The PG&E utility account holder must complete a phone or email-based MFA before the authorization can be completed.
All existing PG&E authorizations must be updated or reauthorized and will not be successful unless the steps above are completed.
How do I know if my customer has not updated their contact information and username?
You can identify which authorizations are failing due to a PG&E utility account holder not updating their contact information (phone and email) and username in the Dashboard and via the API.
Dashboard
In the Dashboard, authorizations impacted by an incomplete account registration will appear in the No Meters/Bag Logins filter, as shown below:
API
In the API, authorizations impacted by an incomplete account are flagged as incomplete_registration on the Authorization Endpoint's notes and status_message attribute.
How do I work with my customer to fix an incomplete account registration error?
When running into this error, we recommend notifying your customer that they need to log in to their PG&E account and complete the following steps:
- Validate their phone number
- Validate their email address
- Update their username to match their verified email address.
Once they have successfully updated their contact info and username, you will need to update or reauthorize their authorization.
If your customer has questions about the steps above, they can contact PG&E customer service at 1-877-660-6789
How can I demo the incomplete registration authorization form error?
You can demo the incomplete registration error experience in your dashboard or API integration using the UAPI_TEST_incomplete_registration test scenario.
How do I know if my customer failed to complete the MFA process?
You can identify which authorizations are failing due to a PG&E utility account holder not completing the MFA requirements in your dashboard and your API integration.
Dashboard
In the Dashboard, authorizations impacted by an incomplete MFA code entry will appear in the No Meters/Bag Logins filter, as shown below:
API
In the API, authorizations impacted by a missing or timed MFA code entry are flagged as MFA choice needed or access code needed on the Authorization Endpoint's status_message attribute.
Note that PG&E typically takes about 45 seconds to send an MFA code once a choice is selected. If an MFA delivery method choice is not selected within 5 minutes or the MFA code is not input within 10 minutes, the authorization attempt will time out.
How can I demo PG&E’s MFA authorization form error?
You can demo PG&E’s MFA authorization error flow experience in your dashboard or API integration using the UAPI_TEST_mfa_needed test scenarios. You can find out more about our test scenarios in our API documentation here.
How are PG&E’s new customer account and MFA requirements impacting data collections?
On-demand and scheduled data collections being completed via our web portal adapter method are being impacted in two primary ways: data availability and MFA expiration.
Data Availability
With the launch of PG&E’s new online account, the design of the account web pages and the data available have changed, which is impacting residential and commercial (i.e., business) accounts differently. Below is the known data that’s available for each customer account type:
Residential Accounts:
|
Data Type |
Available? |
Notes as of Jun 30, 2025 |
|
Meter Data |
✅ Yes |
|
|
Bill Data |
✅ Yes |
We are not able to collect NEM bill blocks |
|
Interval Data |
✅ Yes |
|
|
Accounting Data |
✅ Yes |
|
|
Bill PDFs |
⚠️ Often |
Commercial Accounts:
|
Data Type |
Available? |
Notes as of Jun 30, 2025 |
|
Meter Data |
✅ Yes |
|
|
Bill Data |
✅ Yes |
We are not able to collect NEM bill blocks |
|
Interval Data |
✅ Yes |
|
|
Accounting Data |
✅ Yes |
|
|
Bill PDFs |
⚠️ Often |
MFA Re-submission
PG&E is currently requiring utility account holders to complete MFA every 24 hours. This is different than their FAQ documentation, which states MFA submission will be required if the following conditions are met:
- A utility account holder has not signed in for more than 90 days;
- A utility account holder logs in from a new device or browser;
- A utility account holder clears their browser cache.
We are monitoring this situation and exploring solutions to the current 24-hour requirement.
Are authorizations and data collections being completed via Green Button Proxy or Green Button Hosting impacted?
No, authorizations and data collections completed using our Green Button Proxy or Green Button Hosting data access methods are not impacted by the online account and do not require the completion of MFA.
If you have questions about these methods, please contact your account manager or email us at sales@utilityapi.com.