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 $3.95 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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