- How do I create an online account?
- To create an online account, click the “Register” button and follow the prompts to set up your online account. You will need your account number and the billing zip code associated with your account to register. You will be required to enter a valid email address to create your online account. Once you have created your online account, please select the “View Invoice” or “Pay Bill Now” button from the “Account Summary” page to complete the setup of your online account.
- What should I do if I do not receive the one time verification email?
- If you have not received the one time email verification, the email may be stuck in a spam folder. Please check your spam folder, or spam service, for the verification email. The one time verification link expires after 20 minutes. If you are unable to access the email within 20 minutes, please login to your account to send a new email. If you do not receive the email, please contact your local office to verify the email address associated with your online account.
- What if I forget my password?
- If you forget your password, click on the “Forgot Password” link on the ”Login” page. You will be prompted to provide the email address associated with your online account. You will receive an email with a link to reset your password.
- How do I retrieve my user id or username?
- If you forget your user id, you may login with the email address associated with your online account. If you do not know the email address associated with your online account, please contact your local office for assistance.
- Why am I locked out of my account?
- For your security, your account will be locked out after 5 unsuccessful attempts to log in. Please use the "Forgot Password" link if you cannot recall your password.
- I have different accounts for different locations, can I link multiple accounts?
- Yes, you can link multiple accounts under one user ID or login. Select the “Link a location” button and enter the account number and billing zip code for any locations you’d like to add to this user ID or login.
- Can I make an online payment without creating an online account?
- No, you must register for online access in order to make a payment online. For other payment options, please contact your local office.
- Is there a fee for paying online?
- No, there is no fee for paying your bill online.
- Which internet browsers are supported?
- Internet Explorer version 11 or later and current versions of Chrome, Firefox and Safari are supported.
- I receive an internal server error or blank page when I try to access my account.
- If you receive an error message or blank page, please verify you are using a supported web browser. We currently support Internet Explorer 11, and current versions of Chrome, Firefox, and Safari.
- What does Tank Owner mean?
- The propane equipment on your property is either leased and owned by the Company or owned by you, the customer. If Company Owned Equipment displays on the “Tank Information” page, you lease the tank on your property from the Company. If Customer Owned Equipment displays on the “Tank Information” page, you own the tank on your property.
- What is tank rental?
- The customer agrees to pay the Company annual tank rent during the period the leased equipment is installed at your residence. The amount of the rent can vary by geography and may be affected by, among other things, the size of the tank(s) and your actual annual usage.
- How is my tank level estimated?
- Our state-of-the-art forecasting system tracks your actual usage, based on the propane appliances in your home, combined with current weather patterns, to ensure timely deliveries are made.
- Am I eligible to request a delivery online?
- Online ordering is only available for Residential, Will Call Customers who normally call in to place an order. If you do not see the link to “Request a Delivery” in your menu, your account is not currently eligible for online ordering. Please contact your local office to place an order.
- Can an automatic delivery Customer request a delivery online?
- Customers with automatically scheduled deliveries do not need to place an order, our system automatically generates your delivery order. Scheduled deliveries can be viewed by selecting “My Orders”.
- Where can I see if I have a delivery scheduled?
- Scheduled deliveries can be viewed by selecting “My Orders”
- Where can I view the estimated tank % for my automatic delivery account?
- Automatic delivery Customers can view the estimated tank level that is used to trigger your deliveries on the “Tank Information” page.
- Should my current tank level % match the estimated tank % on the Tank Information page?
- Yes, within 10%. Our system compensates for variations based on usage, the propane appliances in your home, combined with current weather patterns, to ensure timely deliveries are made. If the displayed estimated level is significantly lower than your actual tank level, please contact your local office to discuss adjusting the factors used by our system to improve the accuracy of the system going forward.
- If I am an automatic delivery Customer and I am concerned I might run out of propane, what should I do?
- If you’re an automatic delivery Customer, confirm on the “My Orders” page that you have a delivery pending. If an order is listed, we are working to fulfill your order and a delivery is pending. If you do not have an order listed and your current tank % is <10%, please contact your local office for an urgent delivery. Please ask the office to review your usage factors for scheduling automatic deliveries to improve the accuracy of the system going forward. Note: Customers should report an accurate current tank % to help prioritize your order. If an inaccurate tank % is reported and results in a premature delivery, an additional fee maybe be charged to your account.
- How much delivery history can I view?
- You can view deliveries up to 24 months prior. You can change the amount of delivery history displayed by changing the date range at the top of the “Delivery History” page.
- Can I download my delivery history?
- Yes, you can download your delivery history by using the "Export to Excel" feature on the “Delivery History” page.
- Why are my deliveries not displayed?
- If no delivery information is displayed on the “Delivery History” page, please contact your local office.
- How much invoice history can I view?
- You will have access to up to 24 months of invoice history. Please note the amount of invoice history displayed may vary depending upon when your account was upgraded to our new computer systems. Most users will see invoice history as of May 2014. If there appears to be a discrepancy with what you see in your delivery history, please contact your local district office.
- Where is my payment information? Where can I view the payment information associated with my online account?
- You can view your payment information by clicking “Pay Bill Now” or “View Invoice” to access online billing. Once you’ve accessed online billing, select “Settings” from the top menu and click on “Payment settings.”
- Nothing happens when I select “Pay Bill Now” or “View invoice”.
- First, ensure you are using a supported browser. We currently support Internet Explorer 11, and current versions of Chrome, Firefox, and Safari. The “Pay Bill Now” or “View Invoice” buttons will launch online billing in a new window. Please check your computer’s pop-up settings and allow pop-ups for this website. The new window may also open behind another window. Verify if any other windows are open that are not immediately visible.
- How can I see the locations linked to my user ID?
- You can view all of the locations linked to your user ID on the "User Profile" page.
- My contact details have changed. How can I update my contact information?
- You can update your email address, user ID, and password under “User Profile.” On the “User Profile” page, click the blue edit button in the upper right corner and select “Update Email/User Id” or “Update Password” from the menu to modify your information.
- How can I update my security questions?
- You can update your security questions on the “User Profile” page. On the “User Profile” page, click the blue edit button in the upper right corner and select “Update Security Questions” from the menu.
- How can I change my address?
- If you need to change your address information, please contact your local office at the phone number listed under “Billing Office” or visit the company website and submit your request via “Contact Us.”
- How can I delete my online account?
- You can delete your online account under “User Profile.” On the “User Profile” page, click the blue edit button in the upper right corner and select “Delete My Online Account” from the menu. This will only delete your online account, and does not cancel your propane service.
- If I delete my online account will I be able to recreate an online account at a later date?
- Yes, if you delete your online account you can recreate your online account by re-registering.
- Will deleting my online account turn off my AutoPay?
- No, deleting your online account will not turn off your AutoPay. Please disable your AutoPay prior to deleting your online account. (See “How do I cancel or disable AutoPay” below).
- What is Auto-Pay?
- Auto-Pay, or Automatic Payment, uses a saved credit card or bank account to automatically pay your invoices without you logging in or scheduling a payment. Auto-Pay charges your credit card or bank account the day your invoice is due.
- How do I sign up for Auto-Pay?
- You can sign up for AutoPay by clicking “Pay Bill Now” or “View Invoice” to access online billing. Once you have accessed online billing, select “Settings” from the top menu and click on “Payment Settings.” To add a payment method select “Payment Accounts,” add and save your credit card or bank account information. Then click on “AutoPay Settings” to select from the drop down menu which of your saved payment methods you would like to use for AutoPay. After you have reviewed the Terms and Conditions, select the check box above the save button and then hit save to enable AutoPay on your account.
- How can I tell if Auto-Pay is enabled or disabled?
- In the online billing screen, select “Settings” from the top menu and click on “Payment Settings.” Under the AutoPay tab, if the name of your payment method is displayed, AutoPay is enabled. If “Disable AutoPay” is displayed, AutoPay is disabled.
- How do I cancel or disable Auto-Pay?
- In the online billing screen, select “Settings” from the top menu and click on “Payment Settings”. Under the Auto-Pay tab, select “Disable Auto-Pay” from the drop down menu next to Payment Account. After you have reviewed and agreed to the Terms and Conditions, check the box above the save button and then hit save. A message will appear confirming you have deactivated your Auto-Pay.
- I changed my Auto-Pay and paperless settings, why are they different on the “Account Summary” page?
- It takes up to 36 hours for changes to these settings to be reflected on the “Account Summary” page.
- How do I sign up for Paperless (electronic) invoices?
- You can sign up for paperless (electronic) invoices by clicking “Pay Bill Now” or “View Invoice” to access online billing. Once you’ve accessed online billing, select “Settings” from the top menu and click on “Notification Settings” and then uncheck “Receive a paper bill” under the “Paper Setting” section.
- Why is the account balance different than the sum of all my open invoices?
- The Account Balance displayed on the “Account Summary” page shows your current account balance, including all outstanding charges, recent payments, and credits. Invoices display your balance as of the date the invoice was generated. Other activities may have occurred on your account since an invoice was generated and will be reflected in your account balance shown on the Account Summary Page.
- I have linked my accounts under one online account. How can I view information for all my accounts?
- Only information for one account or one delivery location will be displayed at a time. To select the account or delivery location you wish to review, select “Manage” next to the location on the “Account Center” page. To view a different account or location, select the “Change Location” button in the top left corner to return to the “Account Center” page.
- If I have linked my accounts under one online account, will the account balance displayed on the “Account Summary” page include all my linked accounts?
- No, the balance information displayed on the “Account Summary” page will be the balance of the account you chose to manage from the “Account Center” page. Invoices for all linked accounts will display in online billing.
- If I have multiple tank locations, will the account balance displayed on the “Account Summary” page include all tank locations?
- Yes, the balance information displayed on the “Account Summary” page will be the balance of all your tank locations. Please note, this does not apply to multiple accounts which have been linked for access under one user ID or login.
- Why did I receive a notification for an amount due when I have a negative account balance?
- If you receive a notification regarding a new invoice, please login to your online account and view the pdf copy of the invoice by clicking on the “View Invoice” button on the “Account Summary” page. On the “Open” tab, click on the pdf icon to view a detailed copy of your invoice. You may still have an amount due on your account even if your account balance is negative.
- I received an email notification but the amount due displayed is $0.00. Do I owe anything?
- If you receive a notification regarding a new invoice, please login to your online account and view your unpaid invoices by clicking on the “View Invoice” button on the “Account Summary” page. On the “Open” tab, click on the pdf icon to view a detailed copy of your invoice.
- I made a payment today, but it is not reflected on my “Account Summary” page?
- Online payments will be reflected on your online account up to 36 hours after payment is made. Only payments made online will be displayed within online billing.
- I received an email saying I have an invoice available to view, why is no invoice displayed in the “Open” tab?
- If you receive an email saying you have an invoice due for $0.00 and you do not login and view the same day, the invoice will be automatically moved to the “Closed” tab.
- Can I save more than one payment method?
- Yes, you can save multiple credit cards or bank accounts to your online account. You can add a payment method by clicking “Pay Bill” or “View Invoice” to access online billing. Once you have accessed online billing, select “Settings” from the top menu and click on “Payment Settings.” To add a payment method select “Payment Accounts,” and add and save your credit card or bank account information.
- Can I use the same payment method for multiple accounts?
- Yes, you can use the same payment method for multiple accounts.
- If I have linked multiple accounts will online billing show invoices for all my linked accounts?
- Yes, online billing will display invoices for all your linked accounts.
- Why don’t I receive email notifications when I have a new bill?
- Please verify the email address associated with your online account is correct. You can view and modify your email address by selecting “User Profile” from the account menu. To add an email notification, click on “View Invoices” and then select the “Settings” tab at the top of the page. Click on “Notification Settings” and select the email notifications you would like to receive by checking off the appropriate check boxes.
- Can I receive a confirmation email when I make a payment?
- Yes, you can select to receive payment confirmation emails. To add an email notification, click on “View Invoices” button and then select the “Settings Tab” at the top of the page. Click on “Notification Settings” and select the email notifications you would like to receive by checking the appropriate check boxes.
- Why did I receive a pop up message saying the amount I’ve selected to pay is negative or $0 when I’ve entered a valid payment amount?
- If you receive this error, a payment may already be scheduled in online billing for the invoice you’ve selected to pay. To see if a payment is scheduled, select “Payment History” from the top of the page.
- How do I cancel or modify a scheduled payment?
- To cancel or modify a scheduled payment, click on the “Payment History” tab and select “Modify” or “Cancel” under the Action column.
- Can I schedule a payment for a future date?
- Yes, you can schedule a payment for a future date. Once you select the invoice you would like to pay, click “Pay Bills.” In the “Payment Details” screen, click on the payment date and select a date from the calendar.
- How do I view scheduled payments?
- You can view your scheduled payments under the “Payment History” tab. Only payments you have scheduled online will display as “scheduled.” If you are an AutoPay customer, your payment will process automatically on the invoice due date.
- Can I make a payment if I do not have an invoice available to pay?
- Yes, you can make a payment on your account without an invoice if you have received at least one invoice from the company in the past and you have saved a payment method on your account. Select the red “Pay Account” button. You will be prompted to choose your payment method, enter your payment amount, the payment date, and a reason for your payment. Select “Next” to review and confirm your payment information. To submit your payment, select the “Authorize” button.
- How can I view the price per gallon for past deliveries?
- You can view the price per gallon for your prior deliveries by accessing your invoice history. Select “View Invoice” from the “Account Summary” page to access online billing. Click on the “Closed” tab to view your invoice history. Click on the pdf icon in order to view a detailed copy of your invoice.
- Can I pay more or less than the amount due listed on my invoice?
- Yes, you can pay more or less than the amount due listed on your invoice.
- I received a credit or redeemed a coupon, why isn’t it displayed on my online account?
- For residential customers, credits or coupons posted to your account will be reflected in your account balance and will display as an adjustment/credit on your next invoice. If you are a metered customer, a credit posted to your account will be displayed in your online billing account; however, after 24 hours the credit will move to the “Closed” tab within your online billing account. You may use this credit toward an open invoice by making a partial payment on the open invoice. If you are a commercial customer, a credit posted to your account will be displayed in your online billing account; however, after 24 hours the credit will move to the “Closed” tab within your online billing account.
- How do I pay more or less than the amount due listed on my invoice?
- To pay more or less than the amount due listed on your invoice, click the “Pay Bill” or “View Invoice” button to access online billing. In the “Open” tab, select the invoice you’d like to pay and click the red “Pay Bills” button. Under the “Pay Amt” column, enter the amount you’d like to pay and select “Next” to authorize your payment. Once the payment is processed, the amount paid will reflect your payment amount, however, the invoice will not immediately move to the closed tab. Payments made online will not be reflected online for 24 hours.
- I scheduled a payment but the invoice still shows as open on my account. Will the invoice be paid or do I need to submit another payment?
- If you have scheduled a payment for an invoice, your payment will process on the scheduled payment date. The invoice will remain in the “Open” tab until the invoice due date. The amount paid will reflect your payment amount once your payment is processed.
- I have a credit balance on my SmartPay or AmeriGuard contract, do I have to pay my monthly invoice?
- Yes, if you have a credit balance on your account, you need to make your monthly payments in order to remain on your program. The goal of the budget pay program is to build a credit on your account to apply toward future deliveries made during the program year. The program is designed to spread the annual cost of propane over the term of the contract.
- I have a negative balance, why did I receive a notification that I have an invoice available for payment?
- If you receive a notification regarding a new invoice, please login to your account and view the pdf copy of the invoice by clicking on the “View Invoice” button on the “Account Summary” page. On the “Open” tab, click on the pdf icon to view a detailed copy of your invoice. You may still have an amount due on your account even if your account balance is negative. If you are enrolled in SmartPay or AmeriGuard, you must make your monthly payment each month even if you have a credit balance in order to remain on the program. You may receive invoices for items not included in your contract, such as service, which are due on the date specified on the invoice.
- How can I sign up for Automatic delivery, BudgetPay, or Pre-Buy?
- To sign up for one of our payment or service options, please contact your local office at the number listed under “Billing Office.”
- What is Settle-Up?
- For customers on a monthly payment program, the settle-up process occurs at the end of the contract term. The Company compares the amounts paid by you to the amount invoiced during the contract term for actual propane purchased, including applicable fees, taxes and charges. If the difference is a credit, your account is credited the difference. If the difference is a debit, the amount is owed to the Company as a settle-up amount.
- Why does my Settle-Up amount say $0.00? Will I have a settle-up?
- Your actual settle-up amount will display when your settle-up invoice is generated at the end of your program year. Please monitor the account balance listed on the “Program Details” page during your contract term.
- Why is my next budget payment to be billed different from my last budget amount billed?
- An adjustment has been made to your monthly payment amount in order to avoid the possibility of a large settle-up payment or credit at the end of your current plan year. Per your SmartPay/AmeriGuard agreement, we periodically review your account and may adjust your monthly payment to account for changes.
- Why did my payment amount change for my SmartPay or AmeriGuard program?
- An adjustment has been made to your monthly payment amount in order to avoid the possibility of a large settle-up payment or credit at the end of your current plan year. Per your SmartPay/AmeriGuard agreement, we periodically review your account and may adjust your monthly payment to account for changes.
- Where do I find the invoices for my SmartPay or AmeriGuard program?
- You can view your invoices by accessing your invoice history. Select “View Invoice” from the “Account Summary” page to access online billing. Click on the “Closed” tab to view your invoice history. Click on the pdf icon in order to view a detailed copy of your invoice.
- Where can I find the price per gallon for my deliveries?
- You can view the price per gallon for your prior deliveries by accessing your invoice history. Select “View Invoice” from the “Account Summary” page to access online billing. Click on the “Closed” tab to view your invoice history. Click on the pdf icon in order to view a detailed copy of your invoice.
- What is my Starting Pre-Buy Deposit?
- Your starting Pre-Buy Deposit is the payment made for your Pre-Buy contract this year. The sum of the Starting Pre-Buy Deposit and the Adjustments/Credits listed on the Program Details page is the total value of your current Pre-Buy contract.
- What are the Adjustments/Credits listed on my Program Details page?
- The Adjustments/Credits listed on your “Program Details” page is the amount of existing credit on your account which has been included in your current Pre-Buy contract. The sum of the Starting Pre-Buy Deposit and the Adjustments/Credits listed on the “Program Details” page is the total value of your current Pre-Buy contract.
- How can I tell how much of my Pre-Buy I’ve used this year?
- The amount listed next to “Amount of Invoices Applied to Date” on the “Program Details” page is the total amount of your Pre-Buy Deposit used this year.
- How do I tell how much Pre-Buy deposit I have left?
- The amount listed next to “Remaining Pre-Buy Deposit Available” on the “Program Details” page is the amount of Pre-Buy deposit left on your current contract.
- I have a Pre-Buy contract and a negative balance but I received a notification that I have an invoice available for payment.
- If you receive a notification regarding a new invoice, please login to your online account and view the pdf copy of the invoice by clicking on the “View Invoice” button on the Account Summary page. On the “Open” tab, click on the pdf icon to view a detailed copy of your invoice. You may still have an amount due on your account even if your account balance is negative. As a Pre-Buy customer you may receive invoices for items not included in your contract, such as service, which are due on the date specified on the invoice.
- Where do I find the delivery invoices for my Pre-Buy contract?
- You can view your invoices by accessing your invoice history. Select “View Invoice” from the “Account Summary” page to access online billing. Click on the “Closed” tab to view your invoice history. Click on the pdf icon in order to view a detailed copy of your invoice.
- What items are included in my Pre-Buy contract?
- Your Pre-Buy contract only includes propane delivery charges, including applicable taxes and fees.
- I have a Pre-Buy contract but I can’t view my Pre-Buy information.
- Your Pre-Buy program information will only display if you have a current Pre-Buy contract. Your Pre-Buy contract will expire when all of your Pre-Buy deposit is used or on the expiration date of the contract, whichever comes first.
- What is the My Deliveries Section?
- My Deliveries displays any existing, undelivered (open) delivery order on your account. If you are enrolled in Automatic delivery, system-generated delivery requests will appear in this tab. If you have recently requested a delivery via phone or online, your delivery order will be displayed here. After a delivery occurs, these deliveries can be viewed in the “Delivery History” tab.
- What is the Delivery Timeframe?
- The date range displayed represents the timeframe in which your delivery may occur. A status of Delivery Pending means your delivery is currently being planned.
- How do I place a delivery order?
- The delivery request process is a simple, quick 4 step process. Each step in the process is numbered and you can view your progress by checking the status bar at the top of the page. You will be able to review and confirm your order details at the end. If you need to go back to review or modify information select the back button. If at any time you need to stop the order process please select cancel.
- Why did I receive an error message while entering my delivery information?
- If you enter more gallons than allowed by the 80% fill rule, you will receive a message and should request fewer gallons. The error message will provide you with the limit based upon your tank size and percentage. If the number of gallons you enter does not meet the minimum delivery for your tank size, you will receive a message. The error message will provide you with the minimum gallons required to request a delivery online. If your current tank percentage is below 15%, you will be prompted to contact your local office to discuss emergency or expedited delivery options. If you enter a comment containing special characters, you will receive an error message. Only letters and numbers can be entered in the comments box. Special characters are not permitted. Please edit your comment and submit again.
- How do I cancel or modify an existing delivery order?
- To cancel or modify an existing online or telephone delivery order, please call your local office . Email cannot be used to create, cancel or change a delivery order. Delivery cancellation or change requests sent to the online support email will not be considered a request to cancel or change your delivery order.
- How do I place an emergency delivery request or expedite my order?
- Expedited or emergency orders cannot be placed online at this time. Please call your local office to discuss an emergency delivery or expedited delivery request. An additional fee may apply for expedited or emergency deliveries.
- Why did I receive an error after confirming my delivery request?
- If you receive a create order failure message, we are unable to automatically create your order. Please contact your local office for more information.
- What are Online Terms of Use?
- Online Terms of Use