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Billing FAQ's

How do I get assistance in understanding my utility bill?

See Understand Your UGI Bill for an explanation on the different sections of your utility bill.

What are the ways by which I can pay my bill?

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

Online options:

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 third-party biller; UGI does not keep this fee.

Are there automated payment options to pay my bill?

Yes. UGI offers an automatic payment option through our Online Account Center after you create a username and password for your account. When you sign up for AutoPay, your bank will transfer the exact amount of your monthly utility bill—from the account you designate—to UGI on the due date of the bill. You will be able to see the amount due and payments made by logging into your account online, rather than receiving a paper bill from UGI. Create an online account to sign up or login to your existing account.

What is the Budget Billing Plan?

Budget Billing is beneficial to customers whose usage varies widely from month to month or seasonally, such as customers whose bills remain low in the summer but go up in the winter for home heating. When you sign up for Budget Billing, UGI estimates your annual usage and spreads that amount evenly over the Budget Billing Plan period to calculate your monthly bill amount. Your monthly Budget Billing payment may be adjusted every three months to keep the payment in line with your actual energy usage. UGI compares the amount of energy actually used with the amount that was estimated and determines if an adjustment to your monthly payment is necessary. Your monthly bill amount may also be adjusted up or down based on changes in UGI’s rates. At the end of the 12th month, if there is a difference between what you’ve paid and your actual usage, we’ll settle your account.

In order to enroll in Budget Billing, your account must be paid up to date. Continued participation requires that payments be made on or before the due date each month. Create an online account to sign up or login to your existing account.

Am 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. Get information on the Fixed Income Due Date Extension Program and how to apply.

Is 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.

Can 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.

How do I update my contact information?

If you need to update information such as your name, address, phone number and other information, please login to your account to make the changes or email customerservice@ugi.com.

How do I start or stop my service?

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

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

Can 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 related to 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. Login to your account. If you haven’t yet created an online account to take advantage of these features, create one here.

Am I able to get alerts when my bill is due?

Yes, you will be alerted when your bill is due based on your choice of notifications (e.g., 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.’ Login to your account.

How can I save money in the future?
How do I change or reset my online account password?

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

Your 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 (e.g., *, &, @, #)

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 800-276-2722 to assist with login. Login to your account.

If you forgot your password, click here to reset it.

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

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

How do I pay online using my credit or debit card?

Customers who have created an online account are able to make payments using a credit or 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.

If you need to pay with a credit or debit card and do not wish to make an account, click here. Please note that a $3.95 convenience fee is applied by the third-party vendor for each transaction.

Remember, it is always free to set up payment through a bank account here.

Where 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 other methods require confirmation with your financial institution.

If 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 the ‘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.

Login to your account.

Why 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.

How do I download the UGI My Account app?

Go to App Store/Playstore and search for UGI Online Account Center and click download. You can then register or log in to your existing account.

My UGI bill should be exempt from PA State Tax. Why is there tax 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.

How 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.

What is the difference between distribution and commodity charges?

The distribution charge includes all of the costs UGI incurs to own, operate and maintain its pipeline systems, which deliver natural gas to customers’ homes. The distribution charge also includes the costs associated with providing customer and emergency response services.

The commodity charge reflects the actual cost of the natural gas a customer consumes. All costs for the gas customers consume is passed along to them with no mark-up by UGI. In other words, UGI purchases the natural gas supply from producers and re-sells it to the customer at the same price. UGI makes no profit on the sale of the natural gas customers consume, and consumers have the right to choose the company that generates their natural gas.