Overview:
PG&E is scheduled to implement MFA on its website on June 9th, 2025. This will be a mandatory, recurring MFA applicable to all users.
Arcadia is developing MFA support for PG&E, expected to launch on June 26th 2025 which would ensure continued energy data delivery on the Portal. This new user flow would require you to manage your Utility credentials on Plug dashboard. Please follow the below steps to know more about the onboarding and re-authentication flows on Plug:
Onboarding New Account:
If enrolling a PG&E credential for the first time, follow the instructions below:
- Enroll your credential: Submit your credentials to Plug or UDS (e.g. activation form) the same way you've been doing.
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Sign in to the Plug dashboard: To view submitted account, you will first need to visit the Plug dashboard at dashboard.arcadia.com. Enter the username and password provided by Arcadia. If you have not received credentials yet, please reach out to your CSM or Account Manager for support.
- Enter your email & password
- Click Sign In
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View PG&E credentials that require MFA: Click the action required icon in Credentials card
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Select Your Credential: You’ll see credentials that need MFA. Click on the username of the credential you want to update.
Note: You may need to wait up to 24 hours after credentials are enrolled in UDS before they show up in Plug.
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Initiate the MFA workflow:
On the Credential Detail page, click "Retry MFA Verification.
Note: if you do not have access to the email or phone linked to MFA, you will need to send the Connect link to the individual that does have access for the next steps.
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Verification Method: You’ll see a "Connecting with your utility" screen and then be asked to choose your preferred verification method (SMS, Call, or Email).
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Enter Verification Code: Enter the code you receive via your chosen method and click "Submit."
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Success Confirmation: If the code is correct, you'll receive a confirmation that authentication was successful.
Re-Authenticating Your Account:
PG&E might reset the authentication token from time to time which means you will need to re-authenticate your credential in order to continue getting your PG&E data. To know when a credential requires re-authentication, you can monitor these credentials using the following methods:
- Monitor the credential statuses directly in the Plug dashboard
- Leverage Plug’s webhook notifications to get pushed notifications
When you discover it is time to reauthenticate, here is how you do it:
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Sign in to the Plug dashboard: Login to Plug dashboard using the Credentials received from Arcadia
- Enter your email & password
- Click Sign In
- Click the action required icon in Credentials card
- The Credentials which require Multifactor authentication refresh will be shown in this page. Click the username of a given Credential to view its details.
- On the Credential Detail page, click the “Retry MFA Verification” to start the MFA authentication flow
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The user is shown a “Connecting with your utility” loading screen and redirected to the “Select your preferred verification method” page. Here user can select the method to receive the token
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The User must enter the token received on their selected method (SMS/Call/ Email) and click Submit
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If the MFA token submitted is valid, the customer will receive the successful authentication notification
Common Errors:
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PG&E MFA tokens sent to your preferred method have an expiry time associated with it, after which the token becomes invalid. If you enter an expired token you would see the below screen. In the below scenario we would send a new token to your previously selected method. Please enter the new token to proceed with the authentication.
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When you enter an incorrect MFA token in the authentication flow, you will see the below error message. Please enter the correct token to proceed with the authentication.