National Grid
About Online Payments and Paperless Billing
    Can I schedule my payments?
    Yes. To do this, select the bill(s) you want to pay, select "Make a One-Time Payment," and then in the "Payment Date" field indicate the date you would like the payment to be made. Your payment request will be shown under the menu heading "Payments" and can be modified or canceled up to 2:00 PM on the scheduled payment date.

    To avoid late payment charges of 1.5%, please schedule your payment prior to your statement-due date. Any payments scheduled for a weekend or holiday will be paid on the next business day.

    Once I've made an online payment, can I cancel the payment transaction?
    Yes. You may cancel a payment up to 1:59 PM on the scheduled payment date.
    1. Log in with your User Name and Password.
    2. Select an account (if you have multiple accounts).
    3. Select the "Payments" link.
    4. Select the payment you want to cancel.
    5. Select the "Submit" button to confirm cancellation of the payment.

    How do I check the status of my online payment?
    To view the status of any payments you have made online, log in with your User Name and Password. On the Your Account menu web page, select an account, and then click on the "Payments" link.

    There are three different types of payment status:
    • Pending indicates that your payment will be paid within 24 hours.
    • Scheduled indicates that your payment is scheduled to be paid at a future date that's greater than 24 hours.
    • Processing indicates that we are processing your payment request.

    To view other payments you have made by mail or through other methods:
    • Select the tab called "Payment History."
    • This will list all of your payments over the past 12 months by account.

    How long does it take for my online payment to be credited to my bill?
    Online payments made prior to 1:59 PM EST, Monday through Friday, excluding holidays, will be paid on the same business day.

    Any payments made after 2:00 PM EST Monday through Friday, or on a weekend or holiday, will be paid on the next business day.

    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 I am late paying my bill online?
    If your bill is not paid by its due date, a past balance will be reflected in your next bill.
    • To avoid late payment charges of 1.5%, please pay your bill prior to the statement-due date. Online payments made prior to 1:59 PM Eastern Standard Time, Monday through Friday, excluding holidays, will be paid the same day. Any payments made after 2:00 PM EST, Monday through Friday, or on a weekend or holiday will be paid on the next business day.

    • " To ensure you don't miss paying your bill on time, you can also enroll in our DirectPay program which will automatically deduct the total bill amount from your checking or savings account 15 days after the billing date.

    • " If you owe a past-due balance and are unable to pay the entire amount, call us at 1-800-443-1837. We'll be happy to discuss your situation with you and try to find a way to help.

    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 the second attempt fails, National Grid will assess a $10 charge on your account for insufficient funds.

    Two occurrences of insufficient funds in a 12-month period disqualifies you from making online payments. You will be able to make an online payment after 12 consecutive months without any returned payments.

    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.

    How do I add, modify or remove my banking information for bill payment?
    Log in with your User Name and Password. On the Your Account menu web page, select "Add/Delete/Update Bank Information."

    If I have a disconnect notice, can I still make a payment online?
    Yes. If you make an online payment by 1:59 PM, we'll process it on the same day. Payments made after 2:00 PM will be processed on the next business day. If you owe a past-due balance and are unable to pay the entire amount, call us at 1-800-443-1837. We'll be happy to discuss your situation with you and try to find a way to help.

    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 each period. The payment will be made automatically from your checking or savings account.
    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.

    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 that the 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 1-800-443-1837. We'll be happy to discuss your situation with you and try to find a way to help.

    How do I set up recurring payments?
    1. Log in with your User Name and Password. On the Your Account menu web page, select "Schedule Recurring Payments."
    2. Select the appropriate account (if you have multiple accounts) from the displayed list, and then click "Next."
    3. Follow the online instructions.

    How do I modify or cancel recurring payments?
    Log in with your User Name and Password. On the Your Account menu web page, select "Cancel/Update Recurring Payments," choose the account you wish to modify (if you have multiple accounts), select either the "cancel" or "update" button, and follow the online instructions.

    What is the difference between DirectPay and Recurring Payments?
    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 recurring 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.

    Can I pay my bill with a credit card?
    Yes, you can make a one-time payment with your credit card, debit or ATM card, or an electronic check via a third party vendor. Note that the vendor will charge a service fee. Pay by Credit Card. Now.

    How will I be notified when my bill is available?
    You will receive an e-mail notification whenever a new bill is available.

    Will my online bill look the same as the one I used to receive in the mail?
    Yes. Your online bill will look the same as the one you receive in the mail.

    How do I view my current bill online?
    1. Log in with your User Name and Password. On the Your Account menu web page, select "View My Bills."
    2. You will see a list of your current bill(s) by account number.
    3. Select the radial button to the left of the account number, and then the "Next" button.
    4. You'll see a list of your current and previous bills for this account.
    5. Select the bill date of the bill you'd like to view, and your bill will appear in a new web browser.

    Why am I not receiving my e-mail notifications that my bill is ready?
    If you are enrolled in Paperless Billing and are not receiving your bill notification e-mails, it may be due to one or more of the following reasons:
    • Your e-mail address in our system is inaccurate or no longer active. From our Home Page, log in with your user name and password. Select "User Profile" and update your e-mail address.
    • You have an e-mail address block activated which will not allow the notifications to be delivered to your e-mail box. You will want to authorize the address NationalGridOnlineServices@us.ngrid.com so your notifications can be delivered.
    • Your mailbox is full and is not accepting any new e-mail.

    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 and view your bill.
    • 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 on your computer where you'd like to save your bill.
    • To print your bill, select the print option (logo of a printer) from the Adobe Acrobat Reader menu bar.

    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.