National Grid - Using Pay Online

Using Pay Online

How do I pay my bill online?

To pay your bill online:

Log in with your User Name and Password. On the Account Menu webpage, select 'Go to Pay Bill' to go to the payment website. Go to log in.
Select 'Pay My Bills', then select the bill(s) to be paid.
Enter the payment amount and payment date.
Select the payment method or enter a new bank account if you have not set up your banking information.
Select the 'Make Payment' button to initiate payment.
You will be presented with a Payment Requested Submitted confirmation page.

Note: You can make up to seven partial payments during the course of your billing cycle. The payments must total the full amount of the bill by the due date to avoid late payment charges of 1.5%.

I have enrolled in Pay Online, but the system won't let me pay my bill online.

If you have enrolled in Pay Online and can't figure out how to pay your bill online, please review the following:

After enrolling, you can pay your current bill online the next business day. Prior to paying, you will need to set up your payment method and provide your bank account information.
Remember, when you enroll in Pay Online, there is one billing cycle (up to one month) before you will receive an email notification that your bill is ready.
If you have received an email notification that your bill is available and you do not see the 'Go to Pay Bill' link after you have logged in, you may have registered more than once. For security reasons, Pay Online can only be enrolled with one user name—this is why you may see an 'NA' when logged on with a different User Name.

If you think this is the case, select 'Forgot User Name' and we will email you all user names that we have associated with your email address.

Can I schedule my payments?

Yes. To do this, select the bill(s) you want to pay, and then in the 'Payment Amount' field indicate the date you would like the payment to be made. Your payment request will be shown under the menu heading 'Automatic Payments' and can be modified or canceled up to 11:59 p.m. of the day before the payment is due.

To avoid late payment charges of 1.5%, please schedule your payment prior to 1:00 p.m. EST, Monday through Friday, excluding holidays. Any payments made after this time, or on a weekend or holiday will be considered paid on the next business day.

How do I add, modify or remove my banking information for bill payment?

Log in with your User Name and Password. On the Account Menu webpage, select 'Go to Pay Bill' to go to the payment website.
Enter your banking information by selecting 'Payment Methods'
- To Add, select "Add a new bank account" from the drop down box at the top and select the "Go " button next to it. Enter your account information and select "Add".
- To Modify, select the account you want to modify, edit your information and select the "Update" button.
- To Remove, select the account you want to remove and select the "Delete" button .

To begin, go to log in.

How do I view my current bill online?

To view your bill:

Log in with your User Name and Password. On the Account Menu webpage, select 'Go to Pay Bill' to go to the payment website.
You will be presented with the 'Current Bills' screen; this displays a list of your current bill(s) by account number.
Select the Description (amount and due date) to bring up the bill image.

To begin, go to log in.

About Automatic (or Recurring) Payments

What is the 'Recurring Payments' option?
The recurring payments option provides an alternative to logging on every month to submit your payment. You choose:

How often you want payments to be made automatically (weekly, biweekly, or monthly).
The timeframe that payments are to be made (from mm/dd/yyyy to mm/dd/yyyy).
The amount to pay for each period specified. The payment will be made automatically from your checking or savings account. We do not accept credit or debit cards.

Please note:
- Late payment charges of 1.5% will be assessed on any outstanding balance remaining after the due date on your current bill. To avoid late payment charges, be sure your recurring payments are scheduled to occur Monday through Friday (non-holidays) and your recurring amount to be paid will cover the total amount due for the billing period.
- A recurring payment is not a substitute for a Payment Agreement on past due bills and will not automatically protect your account from collection treatment if there is a balance owing. We designed the Payment Agreement program for customers who have fallen behind on their payments and cannot pay the bill in full. If you owe a past-due balance and are unable to pay the entire amount, call us at 1-888-211-1313. We'll be happy to discuss your situation with you and try to find a way to help.

What is the difference between the DirectPay program and the recurring payments option on the payment website?
The primary difference is the amount paid and when the bill is paid.

For DirectPay, the amount paid is always the total amount due on the bill. The bill is always paid 15 days after the bill is available, which ensures it is paid by the due date. We recommend this option for customers. For more information, visit DirectPay.

For the automatic payments option, you can elect to pay the entire amount by the due date or indicate the amount to be paid and the frequency the payment is to be made. If using the latter method, be sure to pay the entire bill amount by the due date to ensure you don't end up with late payment charges on your next bill.

How do I set up recurring payments?
The recurring payments option on our online payment website:

Log in with your User Name and Password. On the Account Menu webpage, select 'Go to Pay Bill' to go to the payment website.
Select 'Automatic Payments', then select the appropriate account (if you have multiple accounts) from the 'Display' drop-down list.
Select the 'Add automatic payment rule' button and the following window will appear:

To begin, go to log in.

How do I modify or cancel recurring payments?

Log in with your User Name and Password. On the Account Menu webpage, select 'Go to Pay Bill' to go to the payment website.
Select 'Automatic Payments' from the side menu bar.
Click on the 'Modify' link for the payment on the account you wish to modify. OR, click on the 'Delete' link for the payment on the account you with to cancel.

Example: If you choose a recurring frequency of 'weekly' to start on a Wednesday and end three months from that start date for $50.00, a payment of $50.00 will be made each Wednesday until the last Wednesday within the dates you indicated.

Note: Late payment charges of 1.5% will be assessed on any outstanding balance remaining after the due date on your current bill. To avoid late payment charges, be sure your recurring payments are scheduled to occur Monday through Friday (non-holidays) and your recurring amount to be paid will cover the total amount due for the billing period.

When I try to view or pay my bill, why do I see the following message 'Session Timed Out. Please log in again.'?

If you see this message, please check the following:

Please clean your temporary internet files from your memory. Each type of browser has different ways to do this. For detailed instructions, please use the Help located on your browser's toolbar.
If you have our address saved in your favorites, please delete at this time also.
Close your browser.
Now go to our homepage and log in.

Why won't it let me change the payment date of my online bill?

If you are receiving the message, "The date you have entered falls before the current date. Please enter a correct date to proceed.", when you are changing the payment date for your online payment, please check the date and time settings on your computer. If your date and time settings are not current, you will receive this message and will not be able to change the payment date of your online bill.

I have enrolled several accounts in Pay Online. How do I remove an account?

Log in with your User Name and Password. On the Account Menu webpage, select 'Manage Enrollment' under Pay Online.
On the Manage Enrollment webpage, select 'Enroll/Remove Accounts'.
In the Remove column, select the boxes associated with the accounts you wish to remove.
Select 'Submit' to complete the process.

Note: You will resume receiving a paper bill for each account removed with the next billing cycle for that account.

How long will my bills be stored online?

We are currently creating a repository of your past bills, eventually you will have access to 24 months of bills. Once at 24, you will continue to always have 24 bills available. These are only available for customers enrolled in Pay Online.

How do I save or print my online bills?

To save your online bills for your own records, you should either print a hard copy or save the bill to your computer's hard drive.

To save or print your bill, first select the bill description link to view it in Adobe Acrobat:

To save your bill to a file on your computer, select 'Save a Copy' from the Adobe Acrobat Reader menu bar and choose the location in which you would like to save your bill on your computer.
To print your bill, select the print option (logo of a printer) from the Adobe Acrobat Reader menu bar to print the bill.

On the Manage Enrollment webpage, what is the difference between remove an account and ending enrollment?

Remove an Account: This will remove an account from online viewing and payment. You will then begin to receive a bill in the mail for this account.

Cancel Pay Online: This will end your participation in the Pay Online program and you will no longer be able to view any of your bills online. You will also begin to receive a bill in the mail for all of your account(s).

Remember, some benefits of Pay Online include receiving and viewing your bill online. When you are enrolled in Pay Online, you can still choose to pay through a different method, such as DirectPay, your own banking institution or online payment system, mail or payment agency.

How do I cancel Pay Online?

To end enrollment in Pay Online, log in with your User Name and Password and select 'Manage Enrollment' under Pay Online. Go to log in.

Remember that when you cancel Pay Online, you will no longer be able to pay (or view) your bill(s) online.

Note: some benefits of Pay Online include receiving and viewing your bill online. When you are enrolled in Pay Online, you can still choose to pay through a different method, such as DirectPay, your own banking institution or online payment system, mail or payment agency.

If I end enrollment in Pay Online, can I still view my bill online?

No. Once you cancel participation in Pay Online, you will no longer have access to view any bills. Viewing your bills online is one of the many benefits of this program.