National Grid
Frequently Asked Questions: Your Account and Log In
How do I change my User Name and Password? To change your password, just log in and select 'User Profile' in the Manage Online Access area. You cannot change your User Name.

Tip: Be sure to write down any information you change and keep it in a safe place.

If forgot my answer to the Security Question, how can I reset my password? If you forgot the answer to your Security Question, please contact us via email or at 1-800-322-3223. Before you call, be sure that your answer is exactly as you originally typed it on your User Profile. Example: "Mrs. Green" would require a period and space between the words.

I can't remember my User Name or Password. If you forgot your User Name, select 'forgot?' next to User Name in the login box. You will be asked for the email address that you have on your User Profile. Your User Name(s) will immediately be emailed to you. Go to Forgot User Name.

If you forgot your Password, select 'forgot?' next to Password in the login box. You will be asked for your User Name, and then to answer your Security Question. Once you have correctly answered the Security Question, you can reset your password. Go to Forgot Password.

I was trying to log in and got 'Locked out' of system. If you are unable to log in after three attempts, you will get an error message, "Due to an excessive number of login attempts, we can't complete your request.'. If this happens, please close your browser window(s) and begin again.

I am trying to pay my bill online, and I see 'N/A' in the enroll column. Why can't I access my account to pay my bill online? You probably have more than one User Name and/or User Profile. Log in with the User Name or Profile that you used when you enrolled in Pay Online or View My Bill.

Why do we ask for the last four digits of your SSN/TIN in addition to your account number? We use your account number and last four digits of your SSN (or your company's TIN) to protect your account information. Your account number appears on your electric bill while the last four digits of your SSN do not. This helps insure that your account information including your payment information is kept confidential.

Because we understand that this information is sensitive, the security used on these pages is "Secure Sockets Layer" (or SSL) which is the industry standard for encrypting digital communications between any two points across a network. The information sent between your computer and ours is scrambled into an unintelligible string of seemingly random characters.

What if you were not able to access your account after entering your SSN or TIN? There are a number of different reasons why you may not be able to access your account after entering your SSN or TIN. In short, please contact us by phone and we can assist you. While we won't know until you call us, it may be due to:
  • We verify the SSN with the existing name on the account. It may be that you used a SSN that doesn't match the name on the account.
  • Some business accounts require that we update the TIN.
What if you do not want to provide us with your SSN or TIN? We recognize that some customers simply do not want to provide their SSN or TIN. Please contact us by phone and either:
  • Use the voice recognition system to access your account information, or
  • Speak with a Customer Service Representative. They will be glad to assist you.