Online Bill View/Pay FAQs

1.  Is there a charge for paying online?
No, this service is provided at no cost to you.
 
2.  Once I pay online, will I have to pay this way every month?
No.  This service is available for your convenience and you are not obligated to pay your bill online every month.  There are never any automatic payments, so you remain in control.

3.  Do I have to provide an email address?
 Yes.  An email address is required to register for online bill view and pay.  We will send emails to the address you provide, regarding your registration, confirmation of any online profile changes you make, and when you make a payment.  It is also a source of reference if there are any future questions about your online payment.  If you provide us with consent we may also send you emails with information about appliance rebates and other special offers from Virginia Natural Gas and its marketing partners.

4.  What are the system requirements to use this service?
You must use an operating system of Internet Explorer 6.0 or greater.  Also, Java scripts and Cookies must be enabled.  Please perform the following steps:

The steps to enable Java script are below. This procedure is same for Windows XP and Vista.

1. Select Tools from the top menu.
2. Choose Internet Options.
3. Click Security.
4. Click Custom Level.
5. Scroll down till you see section labeled Scripting.
6. Under Active Scripting, select Enable and click OK.

Below are the steps to enable cookies.

1. Select Tools from the top menu.
2. Choose Internet Options.
3. Click on Privacy.
4. Click the Default button (or manually slide the bar down to Medium) under Settings.
5. Click OK.

5.  How secure is my personal information?
For security purposes, we use secure socket layer (SSL) to ensure no one can access your personal or banking information.  We do not retain your banking information.

6.  What type of account can I use to pay online?
You can use a checking, savings or money market account to pay your natural gas bill.  At this time, we do not accept debit or credit cards.
 
7.  When will my payment be reflected on my natural gas account?
Your payment will post to your natural gas account within 24 to 48 hours upon receipt from your financial institution.
 
8.  When will the funds be deducted from my financial institution account?
  It is best to check with your financial institution to determine when funds are deducted from your bank account.

9.  What is a routing number?
The routing number is a unique nine digit number that identifies your financial institution. When using a checking account, this number can usually be found on the bottom of the check along with the account number.

• Credit unions may use a different routing number than what appears on the check. We suggest you verify your information with your credit union to avoid any disruption in the processing your payment.
• If you choose to make payment using a savings account, please verify the routing number with your financial institution.
• Please note:  it is very important that you enter the routing and account number correctly.  This information is used to deduct funds from your financial institution account.  If any of the information is incorrect, your payment will not be processed.

10.  What if I have multiple natural gas accounts?
All natural gas accounts specific to a customer are available for online account management from within the customer’s online profile.

11.  What if an export to Excel does not work?
If you attempt to export the information from the "Bill and Payment History" screen to Excel and it does not work, please follow the steps below:
 * Select Tools from the top menu. 
 * Choose Internet Options.
 * Click Advanced.
 * Scroll down till you see section labeled Security.
 * Under Security, Uncheck “Do not save encrypted pages to disk” and click OK.