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FAQ's

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Manage Your National Fuel Account Online

Frequently Asked Questions

 


Login ID & Password

I’ve exceeded the number of log-on attempts and my online service account is locked. How do I unlock it?

Use the link next to the Login and Password fields “Forgot my password/unlock my account”. You will be prompted to answer the challenge question associated with your online account. Once you’ve successfully answered the question the account is unlocked and you will receive a new password via an email.

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I am attempting to login with the temporary password you sent, but the system doesn’t recognize it.

Passwords are case sensitive. Please pay special attention to alpha characters that can be confused with numeric characters (lower case “l” is similar to the number “1”). If you are still unsuccessful you should “copy” the password from the email and “paste” it into the password field. If you continue to experience difficulties you should request another password by clicking on the “Forgot my password/unlock my account” link.

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How can I enroll multiple accounts under one login ID?

Once you have enrolled the first account, click on the “Manage Profile” option from the left-hand side menu. This will display three options. Choose the “Billing Accounts” option. There will be a field entitled “Enroll Additional Accounts”. Click on this box. You will need to enter National Fuel account numbers and service address postal zip codes for each additional account.

Note, however, that an account can only be enrolled under one login ID. If, for example, you wish to monitor an aging parent’s account, you can enroll that account under your login ID, but then your parent cannot enroll that account separately.

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I'm moving to a new address. How do I enroll my new account into the online services?

If you currently have an account enrolled in our online services you can enroll your new gas account under the same login and password of that account. Simply log into our online services using your current login ID and password. Then click on the “Manage Profile” option from the left-hand side menu. There will be three options offered. Choose the “Billing Accounts” option. Click on the button at the bottom of the page entitled “Enroll Additional Accounts”. You will need to enter your National Fuel account number and service address postal zip code for your new account. You will need the account number and zip code for each account you wish to enroll.

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Payment Services

What is the difference between ePaybill, Direct pay and Make a payment without enrolling options?

ePaybill allows you to enter your banking information, have it stored on your online service account and lets you manage the way you want to pay your total balance each month. You can set up an automatic payment schedule, make a single payment, or continue to pay your bills the way you do now.

The Direct Pay program allows you to enter banking information and have it stored on your account. With Direct Pay, the total amount of the bill will be withdrawn from your account every month on the bill due date. Your bill statement will indicate that the payment will be deducted from your banking account on the due date of the bill.

It is important to note that enrollment in the direct pay program authorizes withdrawal of the entire to-date balance of your gas account. Please contact us to see how this would affect you if your account is currently enrolled on a payment or debt forgiveness plan.

The Make a Payment without Enrolling option allows you to enter your banking account or credit/debit card information and make an immediate payment, either partial payment or the total amount of the bill. Your account information is not stored for later use.

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How do I determine if I am enrolled in Direct Pay or ePaybill?

You can be enrolled in the ePaybill services and can choose to then enroll in the Direct Pay program or the Automatic Payment option. If you are enrolled in the Direct Pay program, you will not be able to use the ePaybill Automatic Payment option. (Note you can still use all the other services from ePaybill, i.e. Submit a Meter Reading, etc.) In this case, when you use the Manage Profile / Billing Accounts menu option, you will see under Automatic Payment that you are “not eligible”.

If you are not enrolled in the Direct Pay program, then from that same Manage Profile / Billing Accounts option, you will have the choice under Automatic Payment to “add”, “modify”, or “cancel” a payment schedule that you set up. Once you have an ePaybill Automatic Payment schedule set up, you will see indication of that on your ePaybill Account Summary page.

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When I make a payment online how long does it take to post to my gas account?

A payment that is made before 4:00 PM is posted to your account the following business day. Payments made after 4:00 PM will post to your account in two business days.

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Can I pay online without committing to automatic withdraws?

Yes. You can either choose the “make a payment without enrolling” option or the “Pay Now” feature that is available if you choose to enroll in the online services. The advantage of the “Pay Now” feature is you need only to enter your banking information the first time you use this function. The bank account information you enter remains on your on-line service account until you change it. If you chose to make payments without enrolling your banking account information must be entered each time a payment is made.

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How do I make a partial payment?

By using either the “make a payment without enrolling” link or the “Pay Now” option that is available if you choose to enroll in the online services. You will be prompted for the amount you wish to pay with this particular payment.

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How can I change my banking account information online?

Once you have signed into your online services account, chose the option “Manage Profile” from the menu on the left-hand side of the page. Click on the second option, “Payment Accounts”. The ability to modify or add additional banking information is offered.

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How long a period is there before ePaybill or Direct Pay begins to take place?

If you have elected to use the ePaybill “Pay Now” option, you schedule that particular payment.

If you use the ePaybill Automatic Payment option to schedule one or more payments, then that will usually begin with your next bill that becomes due. If you have a bill due soon, depending on the schedule you set, the payment may take place for that, but, if not, you will be warned to make a payment some other way until you receive your next bill.

The Direct Pay option takes approximately four to six weeks to activate. You can elect to use the Pay Now feature, until the direct pay option is initiated. It is important that you make payments by some other method until you receive a gas bill statement that indicates “Direct Pay” on the upper portion of the gas bill.

It is important to note that enrollment in the direct pay program authorizes withdrawal of the entire to-date balance of your gas account. Please contact us to see how this would affect you if your account is currently enrolled on a payment or debt forgiveness plan.

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Is there a service fee to pay with a credit card or debit card?

Yes. Online Resources is a vendor that accepts credit card and debit card payments on National Fuel's behalf. They currently charge a service fee of $2.95 per transaction with a maximum amount of $1,000 per transaction. For additional information on all payment options click here.

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Customer Meter Reading

Do I need to enroll in the online services in order to submit a meter reading?

No. Simply click on the link at the top of this page titled “For Home” and then choose the option “submit a meter reading”.

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How can I determine when I should report my meter reading?

Your National Fuel bill statement indicates the next date a meter reader will attempt to obtain a meter reading. Submit your reading at that time if the meter reader cannot get your reading.

You can also find this information by enrolling in our online services and going to the “Submit Meter Read” option. At the bottom of the page, above the “Submit” button, there is a sentence that begin with “Note: Reading may be used for next billing if date entered is on or after 0/00/0000.”

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My meter reading wasn’t accepted and it directed me to contact National Fuel for it to be checked. I’ve checked my reading and it is correct.

You will need to contact us to establish what steps are necessary to ensure your account is billed accurately.

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View Your Bill

Where can I view my previous bill statements?

You can view your bill and payment history, for up to the past 12 months, by enrolling in our online services. Once enrolled use the "Billing Activity" option on the left-hand side of the screen for the monthly bills. Use the "Payment History" option for the pay history.

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Where can I review my account history?

You can view your account history by enrolling in the online services. Once enrolled, choose the “Billing Activity” option on the left-hand side of the screen. This will display your account history for up to twenty-four months.

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How do I turn off my paper bill so I no longer receive my paper bill statement in the mail?

Once enrolled in our online services you can choose to discontinue receiving a paper bill. Simply click on the “Manage Profile” tab on the left hand side of the screen. Click on the first option, “Billing Accounts”. The heading “Paper Bills” has the option to “Modify”. Click on the “Modify” button and you will be prompted to verify that you no longer wish to receive paper bill statements. Click on the “Yes” button to activate this change.

In place of the paper bill you will be notified via email when your next bill statement is ready to be viewed online. A billing statement will not be sent to your postal mailing address.

If you would like to begin receiving your paper bill again simply follow the same procedure. When you click on “Modify” button a verification statement will ask “are you sure you want to receive a paper bill?” Be sure to click on the “Yes” button.

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