Payment Issues/Questions
Why am I not receiving my email notifications that my bill is ready?
- If you are enrolled in the Pay Online or View Bill programs and are not receiving your bill notification emails, it may be due to one or more of the following reasons:
- You have to wait one business day AFTER you enroll..
- Your email address in our system is inaccurate or no longer active. From our homepage, log in with your user name and password. Select 'User Profile' and update your email address.
- You have an email address block activated which will not allow the notifications to be delivered to your email box. You will want to authorize the address Online.Bill-Pay@us.ngrid.com to your notifications can be delivered.
- Your mailbox is full and is not accepting any new email.
How do I check the status of my payment or my payment history?
- To view the status of any payments you have made through Pay Online
- Log in with your User Name and Password. On the Account Menu webpage, select 'Go to: Pay Bill' under Pay Online.
- Select the "Current Bills" or "Pay My Bills" link, then select the "Payments" link under the "More Info" column of the table.
Here are the different type of payment status you may see:
- Scheduled indicates that it is scheduled to be paid at a further date.
- Submitted indicates that the payment has been made.
- Failed indicates that the payment has not been completed.
- Cancelled indicates that a payment was cancelled.
To view other payments you have made by mail or through other methods:
- If you're on the online payment website, select "Back to Your Account" and then the "View Account" under "Account Information"
- Select the tab called 'Payments"
- This will list all of your payments over the past 12 months by account
Once I've made an online payment, can I cancel the payment transaction?
- No, you cannot cancel once you have submitted your payment. Online payment is in real time—this means that your payment will take place the on same date and time that you selected Submit.
However, you can cancel a payment that you make for a future date. To cancel a future-dated payment:
- Once you're on the online payment website, select the "Current Bills" or "Pay My Bills" link.
- Select the "Payments" link under the "More Info" column of the table.
- Select the payment you want to cancel by clicking on the reference ID.
- Select the "Cancel Payment" button at the bottom of the screen.
- Select the "Submit" button to confirm cancellation of the payment.
How can I cancel a duplicate online payment?
- We cannot cancel an online payment that has already been submitted to your bank. Contact your bank immediately to see if they can stop your payment. Additional fees may be accessed by your bank for a stop payment request.
How long does it take for my online payment to be credited to my bill?
- Online payment prior to 1:00 p.m. EST, Monday through Friday, excluding holidays will be considered paid on the next business day.
Any payments made after 1:00 p.m. EST, Monday through Friday, or on a weekend or holiday will be considered paid on the second business day.
Can I pay my bill with a credit card?
- No. At this time we are only accepting online payments made from a savings or checking account.
How long does it take for my online payment to show up on my bank statement?
- Your online payment will be reflected in your bank statement approximately three business days after your payment date.
What happens if my bank account "bounces" when the online payment is withdrawn?
- If your account has insufficient funds at withdrawal, a second attempt will be made to withdraw the amount due. Your bank may assess charges for any unsuccessful attempt to withdraw funds.
If your bank returns the payment for any other reason (incorrect account number, account closed, payment stopped, etc.), you must correct the problem and submit another payment. Your bank may access charges for any unsuccessful attempt to withdraw funds.
If you have more than two returned payments for any reason, you will be removed from the Pay Online program. You will not be able to re-enroll until 12 months after your last return.
