Account FAQs
Need help with your National Fuel account? Whether you’re setting up a new profile or managing a property, we’ve gathered the most common questions and fixes here.
Quick fixes for account issues
Locked out or can’t remember your login details? Here are the fastest ways to get back into your online account.
Forgotten user ID
If you registered for My Account Online, your User ID is simply the email address you used during registration. If you can’t remember that email, please call our customer service team at the number on your bill.
Case sensitivity
Your User ID is not case sensitive, but your password is. Make sure your caps lock is off when entering your password.
Locked account
For your security, we lock accounts after five failed login attempts. If you use your User ID and password correctly, access will automatically restore after 30 minutes.
Updating phone numbers
If your phone number has changed and you can’t verify your identity, please contact customer service for assistance.
Billing and payment
Find answers about payment options, credit cards, returned payments and payment arrangements.
What's a PIN and why do I need one?
Some customers want an extra layer of security. A Personal Identification Number (PIN) acts like a secondary password required whenever you make account updates or contact customer service. To add or change your PIN, call the customer service number on your bill.
Why do I have to type those hard-to-read letters when I login or submit a form?
Those letters are called Captchas. We use them to protect your data from hackers and automated bots. If you have trouble reading them, click the refresh icon to get a new set.
Can I pay with a credit card?
Yes. You can make up to three credit card payments in a five-day period. The current limit is $1,000 per transaction.
What happens if my payment is returned?
If a payment is returned due to insufficient funds, your bank will let us know. We’ll debit your account with the returned amount. You may be charged a fee by your bank, and we’ll add a service charge to your account.
Can I cancel a one-time payment?
No. We process one-time payments immediately, so they can’t be canceled once submitted. If you need to change your payment method or amount, please contact customer service.
How do payment arrangements work?
If you need help paying your bill, you may qualify for a payment arrangement. Most offers include your current charges and any past due amounts. Sign in to My Account to see if an arrangement is available, or call customer service to discuss your payment options.
By clicking the Sign in to My Account, you’ll leave National Fuel’s website and will enter the CenterPoint Energy My Account portal, which currently provides bill payment services for National Fuel Ohio customers.
Do you offer payment extensions for medical or military reasons?
Yes. We offer protections for qualifying situations:
Medical condition: If you require electric or gas service for life-sustaining support, your doctor can fax a signed form certifying the medical need.
Military duty: If a household member is deployed on active duty, please send us a copy of the deployment orders.
You can fax or mail proof of income, medical condition or deployment. In most cases, we protect the account for up to 10 days (or longer in winter for heating service).
How do I get a credit reference letter?
You can request a credit reference letter online. If you need to send letters to multiple destinations (like fax and email), just complete separate requests for each.