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Frequently Asked Questions

faq-iconHow do I get assistance with understanding my utility bill?
faq-iconWhat are the ways in which I can pay my bill?

UGI offers a variety of options to pay your bill including:

Online options:

  • Online Portal – Go paperless and pay electronically. Create a username and password to pay your bill online through your checking or savings account. Go to home page to login.
  • One-time payment online with checking account –  no fee.
  • One-time payment online with fee – Make a one-time payment with a credit/debit card or bank account. There is a fee charged by a 3rd party biller; UGI does not keep this fee.

Offline options:

  • Pay by mail – An addressed envelope is included with your paper bill to send back to UGI. Click here to view the mailing addresses.
  • Pay in person at authorized pay site – click here to find a location near you.
  • Pay by phone – Call (877) 503-2956 to pay your bill over the phone using a credit/debit card or bank account. There is a fee charged by a 3rd party biller; UGI does not keep this fee.
faq-iconAre there automated payment options to pay my bill?

If you have an online account to pay your bills online (eBill), you qualify for Recurring Payments. There are a few different payment plan options that you can choose from.

One payment option is to pay a fixed amount on a fixed date. You can place a “ceiling” amount on how much can be withdrawn. For example, amounts up to $200 may be withdrawn on the fixed date.

Automatic deduction of the billed amount on a date that you choose is as “Easy as ABC.” You’ll receive a monthly statement that shows the amount that will be withdrawn from your account. You can cancel automatic deduction at any time. Note: If you have enrolled in automatic deduction on the day your payment is due, you should still make a one-time payment because your enrollment form will need to be processed.

You can sign onto the Online Payment Center each month and enter the amount to be paid and the date you wish to pay it. Note: If you set up a Recurring Payment plan, it will not go into effect until the next billing cycle. For example, if you receive your bill on July 1 and set up an online profile and choose Recurring Payments, it will not take effect until your next UGI bill is issued to you (around August 1).

faq-iconWhat is the Budget Billing Plan?

With the Budget Billing Plan, UGI will estimate your annual energy usage and spread the amount evenly over the budget billing period to calculate the amount you will owe each month. UGI will review your plan every three months to look at actual energy usage and make any necessary adjustments to your payments. This means that in the 12th month you have paid how much you’ve actually used. If there’s a difference between what you paid and the energy used, it will be settled in the 12th month. This may be a good option for customers who want predictability in their bills. It’s also a convenient way to manage your utility bill. The Budget Billing Plan is also flexible and allows customers to pay on the date that works best for them. This service is free of charge, and any active UGI customer is eligible for Budget Billing.

faq-iconAm I able to extend my payment date?

Residential customers who are on a fixed income may be eligible for the UGI Due Date Extension Program. If you qualify, you’ll be given additional time to pay your bill without late fees. Click here for information on how to apply.

faq-iconIs there assistance for customers who are temporarily unable to pay their utility bill?

UGI understands that certain circumstances arise for customers, resulting in their inability to pay their utility bill. UGI offers a number of customer assistance programs to help people who make a sincere effort to pay their bill. Click here to learn about UGI’s customer assistance programs. To apply, call 1-800-UGI-WARM or fill out our e-mail contact form to apply for bill payment assistance.

faq-iconCan I still view bill inserts even if I pay online?

Yes, click on this link to view bill inserts for residential and commercial/industrial customers.

faq-iconHow do I update my contact information?

If you need to update information such as your name, address, phone number and other information, please fill out this online form. If you’re enrolled in Online Billing, you’ll need to access your profile to change the information. You will also need to update your information if your credit card expires or you would like to use a different card.

faq-iconHow do I start or stop my service?

UGI offers the online forms below to conveniently assist customers with these services.

You can also reach a customer service representative at 1-800-276-2722 to schedule these services.

faq-iconCan I view my utility usage and past bills/payments online?

Customers who have created an online account are offered a graphical representation of their monthly usage data in the Usage module. There you can also view the cost information of your usage by selecting ‘$’ and can download the entire data in excel or pdf format. Using the date picker, you can view your usage data up to the past 36 months. Logged in users can also compare that usage against their usage in the same period the year before through the Compare module. A complete billing history can be viewed by online account users through the Billing module. If you haven’t yet created an online account to take advantage of these features, create one here.

faq-iconAm I able to get alerts when my bill is due?

Yes, you will be alerted when your bill is due through the selected choice of notifications (i.e. email/text). In the My Account module on the Online Portal, under ‘Settings,’ you may choose text/email notification for ‘Connect Me,’ ‘Billing,’ and ‘Outage’.

faq-iconHow can I save money in the future?
View energy conservation tips and more with our UGI Save Smart program.
faq-iconHow do I change or reset my online account password?
On the Online Account Portal (sign in on the home page):

1. Select ‘Change Password’ from ‘Settings’. 2. Provide the valid mandatory information and click ‘Save’ to save the changes.

The new password must meet the following criteria: 1) 8 characters minimum up to max of 24 2) Must contain one capital letter 3) Must contain one numeric 4) Must contain one special character (*, &, @, etc)

Note: If you have unsuccessfully attempted a password change three times, you may contact us via email through the Connect Me module or via phone at 1-800-276-2722 to assist with your login problems.

faq-iconWhat do I do if I experience log-in problems on www.UGI.com?

Please contact us via email or by dialing 1-800-276-2722.

faq-iconHow do I pay online using my Credit/Debit cards?

Customers who have created an online account are able to make payment using a credit/debit card through the Billing module. After electing to pay your whole bill amount or some portion of the amount due, you are able to choose your desired payment method. Here you would select “Credit/Debit Cards”. By selecting “Make a Payment,” you will be redirected to KUBRA’s EZ-Pay platform.

Please note that a $3.95 convenience fee is applied by the 3rd party vendor for each transaction. If you need to pay with credit/debit card and do not wish to make an account, click here. Remember, it is always free to set up payment through a bank account here.

faq-iconWhere can I find my Bank Routing number?

Routing numbers are nine digit numbers that can also be referred to as bank routing numbers, routing transit numbers and ABA numbers. This code identifies your financial institution and it can differ depending on where you opened your account and type of transaction you make. There’s a number of ways you can find your Account/Bank Routing number: On your paper checks: Your Account number and Bank (ABA) Routing number can be found at the bottom of your checks. The rest of the methods require confirmation with your financial institute.

faq-iconIf multiple addresses are registered with a single online account, how can I view the related information of each address?

The list of all your registered addresses will be displayed in ‘Property Address’ section of ‘My Account’ module. To view the information of other address(es), 1. Navigate to ‘Property Address’ in ‘My Account’ module 2. Select the address as default using radio button and save the information. OR Choose the address from ‘Select the address’ drop down on the tool bar. Note: The entire flow of information across the application changes based on the address selected as default.

faq-iconWhy is my bill higher than normal?

There are several reasons why your bill could be higher than usual. Did your energy usage increase during the billing period? Is your bill based on an actual meter reading, or is it estimated? It helps to have the prior year’s bill to compare with the current month’s bill. View your usage comparison by logging into your online customer account on the home page.

faq-iconHow do I download the UGI My Account App?

Go to Appstore/Playstore and search for UGI SCM application and click download. Customer can then register or login to their existing account.

faq-iconMy UGI bill should be exempt from PA State Tax, why is there a tax amount reflected on the bill?

There is often confusion around the statement on the left column of every UGI and PNG customer bill: Your current UGI charges include state taxes totaling about $0.XX. For customers exempt from PA State Tax, UGI is not applying Pennsylvania State Tax to your bill. The state tax amount displayed on your bill actually represents an approximate amount of money from your bill that goes toward various state taxes paid by UGI. These include Public Utility Realty Tax, Capital Stock Tax and State Corporate Net Income Tax. The state taxes amount is not an additional charge – it is built into your total bill. On a related note, the PA State Tax Surcharge shown on the right column of your bill under “Current Bill Information” allows UGI to track changes to various state taxes listed above.

faq-iconHow do I find the average amount of natural gas I use per day?

The midsection of every customer bill includes a graph that measures the average amount of natural gas your home or business uses per day. The graph tracks usage over the past 13 months to provide you with easy reference as to how much you have used during the year. Further assisting you in measuring your gas usage is a chart, located below the graph, listing your average daily usage. For residential customers, this is measured in CCF, or hundreds of cubic feet; for industrial and commercial customers, it is measured in MCF, or thousands of cubic feet. In addition, the daily temperature for the current billing month is listed against the same month the previous year. UGI calculates the average daily usage for customers by dividing either the CCF or MCF billed by the number of days in the bill cycle. To provide a daily temperature, UGI accumulates hourly temperatures from various locations. At the end of the day, a “gas day” average temperature is calculated for each of the areas by taking the weighted average of 24 hourly temperatures.

faq-iconI am a customer of UGI Gas Service or UGI Penn Natural Gas service. How are my distribution rates computed?

UGI/PNG bills customers for the amount of energy they consumer in cubic feet. We base the amount charged per hundred cubic feet (CCF) on the industry’s common unit measurement of 1,029 British Thermal Units (BTUs) per cubic foot of natural gas. Distribution charge are costs assessed to UGI Gas Division and UGI Penn Natural Gas customers for the delivery of natural gas from the point of where the gas is received to the UGI distribution system and ultimately to be used in your home. UGI distribution rates are measured on a two-tier, or two-step, structure: · For Gas Division customers, the first 50 CCF used is billed at a rate of 33.575 cents ($0.33575) per CCF. Any additional amount used is billed at a rate of 27.127 cents ($0.27127) per CCF. · For UGI PNG customers, the first 80 CCF used is billed at 37.174 cents ($0.37174) per CCF. Any additional amount used is billed at 35.174 cents ($0.35174) per CCF. When your monthly usage reaches the first tier, your unit rate on the distribution charge part of your bill gets lowered. This makes it cheaper than any other fuel to run additional appliances on natural gas, like water heating, ranges, grills and clothes dryers. Your exact usage and distribution charges are listed near the top of your bill under the Current Bill Information section. A description of distribution charges is included on the back of your bill under the Explanation of Terms section.

faq-iconI am a UGI Central Penn Gas Customer. How does UGI measure the amount of natural gas I use?

UGI Central Penn Gas measures the amount of natural gas customers use in cubic feet. We base the amount charged per hundred cubic feet (CCF) on the industry’s common unit of measurement of 1,029 BTUs (British Thermal Units) per cubic foot. A BTU is the standard unit of energy for measuring how much heat is being generated. The actual number of BTUs contained in a cubic foot of natural gas can vary and may be more or less than 1,029 depending on the physical makeup of the gas. The CPG Heat Conversion Factor is a calculation that ensures a customer is billed only for the actual amount of energy consumed. This is reached by multiplying the measured amount of cubic feet of gas by the Heat Conversion Factor to reflect the BTUs actually generated when the gas is burned. UGI CPG tracks the BTU content of its gas supplies and adjusts the Heat Conversion Factor as needed on a monthly basis. The usage listed under CCF Billed in the Meter Information section of your bill is factored to calculate the amount owed, found at the top portion of your bill under the Current Bill Information section.