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Frequently Asked QuestionsOr search our site.
Billing & Payment
Safety Questions Customer Assistance Programs
MY ACCOUNT My Account allows you access to online services specific to Southern California Gas Company (“The Gas Company”) account(s). The initial online services under My Account are online billing, online payment, start service, close service, transfer service, scheduling appliance service, Level Pay Plan enrollment and Level Pay status. The Gas Company plans to add additional online services to My Account, as appropriate, in the future. Online billing allows you to view up to 25 months of bills and/or update your billing or mailing address for The Gas Company account(s) that you have linked to My Account. With My Account, you can pay your monthly bill(s) online or you can set up automatic monthly recurring payments. Additionally, you won't have to deal with paper bills, since you'll be receiving monthly e-notification instead. Taking part in online payment requires you to provide your current effective financial institution or bank account information to The Gas Company. Who can participate in the My Account? My Account is available to The Gas Company residential and business customers with online access. To make an online payment, an account must be in good standing and have no more than one (1) returned check within the last 12 consecutive months. How do I know when my gas bill is ready to be viewed online? By registering for My Account, you will automatically receive email notifications when your gas bill is issued. These “bill ready ” notifications will be sent to your current email address on file for each bill account that you have set up online. You may log-in just to view your bill online, without making a payment. You may also log in, view and pay your bill online by providing the necessary banking information. Or you can set up automatic recurring payments so you don’t have to worry if you paid the bill or not. To set up automatic recurring payments, choose “Pay My Bill” and then select “Recurring”. Is there a fee to participate in My Account? There is no charge from The Gas Company to participate; however some financial institutions may charge a fee for electronic fund transfers for online payments. Please check with your financial institution regarding any fees that may apply. How do I sign up for My Account?
Complete the registration process by providing some additional information. After completing registration, you’re ready to login with the User ID and Password you’ve selected. Will I continue to receive a paper copy of my monthly bill? If you pay your bill online with My Account (One-Time payment or Recurring payments) or elect paperless billing, you will no longer receive bills from The Gas Company by U.S. mail for any gas account(s) you pay online. You will only receive monthly email notification when your bill is ready. Through My Account, you will be able to view, print and save up to 25 months of bills. The Gas Company will forward any late payment, collections or shut-off notices through the U.S. mail. If you still wish to receive a paper bill by U.S. mail from The Gas Company, please contact The Gas Company by email or call 1-800-427-2200. When paying my bill using My Account, do I have to pay the total bill amount? You may pay any amount you wish and make payments as often as you want, however, paying less than your total bill amount or choosing a date beyond the due date may result in an interruption of service. What if I want to pay more than my total bill? You may pay any amount you wish and can choose to pay more than your total bill amount, especially if you are going to be traveling for an extended period of time. How soon will my account be credited after making an online payment? Payments made Monday through Friday before 5 p.m. Pacific Time will post to your account the same day. Payments made after 5 p.m. or on weekends or holidays will post to your account on the evening of the next business day. (Business days are Monday through Friday, except for banking holidays). To avoid late payment please ensure that your payment is made prior to 5 p.m. Pacific Time on the due date of the bill. I have security concerns about online transactions. Is my banking information secure when I make an online payment? The Gas Company® has developed a registration and transaction process with your security in mind. While we cannot guarantee the confidentiality or security of any communication transmitted or accessible over the Internet, we do encrypt your financial account numbers on our systems and in transmission and comply with all applicable laws in handling such information. What can I do to prevent unauthorized access to My Account? Your contribution is important to protect the security of your access to our services. You can help prevent unauthorized access by following these security tips:
Avoid using an easily guessed password such as a word found in the dictionary, your name, your significant other's name, your pet’s name, or your birthday. Avoid writing your password in a place where others can view it. Use the "Sign Out " button/link to log out from My Account upon completion of your transactions on the Web site and close your browser. Upon log out, you will be returned to the sign-in screen. Failure to log out could endanger the security of your personal information by potentially allowing others using the same computer to access information saved or cached in the memory of the browser. After I'm enrolled, how do I change information? To update your name, phone number or email address associated with your online My Account access, see the “Profile” tab on the My Account Home page. If you change your email address, you must notify The Gas Company by providing your current email address within the secure Profile section of My Account to allow The Gas Company to forward your bill ready notification to your email box. You may also update your mailing address by clicking on “ Mailing Address” from the My Account Home page. And you may edit certain billing account information, such as bank account information, within the bill payment section of My Account. If your bank account number has changed, you will need to delete the existing bank account number and re-add your new bank account number. What happens if a payment request is rejected? For online payments, The Gas Company will send you an email notification that your payment has been rejected by your bank or financial institution. Please check with your financial institution for possible fees it may impose. You will need to delete your existing bank information and re-enter new bank information before submitting another payment. The Gas Company will pass through the charges assessed for such rejection, and will add a $7.50 returned payment fee on your next bill. The Gas Company also reserves the right to terminate your participation in My Account if your payment is rejected more than once within any 12-month period. How do I discontinue access to my account(s) online? To withdraw from accessing your account(s) online, discontinue receiving bill ready email notification(s) and discontinue paying bills online you must unlink all of your bill accounts on the Manage Accounts screen. Once all bill accounts have been unlinked, they can no longer be accessed online, no bill ready notification will be sent and no online bill payments can be made through My Account. If I’m currently enrolled in Direct Debit, can I make an online payment through My Account? If you are enrolled in Direct Debit and you make an online payment with My Account, you will be automatically taken off of Direct Debit to prevent any duplicate payments. By setting up automatic online recurring payments through My Account, you’ll be able to have your monthly payment automatically deducted from your designated bank account, just like Direct Debit, but you’ll have greater control and convenience to choose the date and amount you wish to pay automatically each month. To set up automatic recurring payments, choose “Pay My Bill” and then select “Recurring." Once you pay your bill online with My Account (One-Time payment or Recurring payments) and your first online payment has been processed by The Gas Company, you will no longer receive gas bills through the U.S. mail for any account(s) you pay online to The Gas Company. You will only receive an email notification when your gas bill is issued. Through My Account, you will be able to view, print and save up to 25 months of bills. The Gas Company will forward any late payment, collections or shut-off notices through U.S. mail. If you still wish to receive paper gas bills by U.S. mail, please contact The Gas Company by email or call 1-800-427-2200. If I’m currently enrolled in Pay by Phone, can I make an online payment? If you register online for My Account, you will have the flexibility of deciding each month whether to make your payment online or by phone. However, once you pay your bill online with My Account (One-Time payment or Recurring payments) and your first online payment has been processed by The Gas Company, you will no longer receive gas bills through the U.S. mail for any account(s) you pay online to The Gas Company. You will only receive an email notification when your gas bill is issued. Through My Account, you will be able to view, print and save up to 25 months of bills. The Gas Company will forward any late payment, collections or shut-off notices through U.S. mail. If you still wish to receive paper gas bills by U.S. mail, please contact The Gas Company by email or call 1-800-427-2200.
BILLING & PAYMENT How do I pay my bill online?
It’s easy to sign up: Provide us with three pieces of information from your most current bill:
To begin using My Account Services, register online and choose a personal User Id and Password and Sign up or for more information on My Account online services, please check out the My Account FAQ. If I’m currently enrolled in Direct Debit, can I make an online payment? If you are enrolled in Direct Debit and you make an online payment, you will be automatically taken off of Direct Debit to prevent any duplicate payments. By setting up automatic online recurring payments through My Account, you’ll be able to have your monthly payment automatically deducted from your designated bank account, just like Direct Debit, but you’ll have greater control and convenience to choose the date and amount you wish to pay automatically each month. To set up automatic recurring payments, choose “Pay My Bill” and then select “Recurring”. After making your first online payment with My Account (One-Time payment or Recurring payments), you will no longer receive bills from The Gas Company by U.S. mail for any account(s) you pay online. You will automatically receive an email notification when your gas bill is issued. The Gas Company will forward any late payment, collections or shut-off notices through U.S. mail. Through My Account, you will able to view, print and save up to 25 months of bills. If I’m currently enrolled in Pay by Phone, can I make an online payment? If you register online for My Account you will have the flexibility of deciding each month whether to make your payment online or by phone. However, once you make your first online payment, you will no longer receive bills from The Gas Company by U.S. mail for any account(s) you pay online. You will automatically receive an email notification when your gas bill is issued. The Gas Company will forward any late payment, collections or shut-off notices through U.S. mail. Through My Account, you will be able to view, print and save up to 25 months of bills. Pay in person at one of our conveniently located payment offices. Click here to find the nearest location along with the address and hours of operation. Where do I mail my bill?
Like many companies, The Gas Company processes check payments electronically. Can I pay by Pay by Electronic Check, Debit/ATM Card or MasterCard Credit Card? For an additional fee through an independent provider called BillMatrix, you can pay by Electronic Check, Debit/ATM or MasterCard credit card through BillMatrix. While The Gas Company does not charge for this service, BillMatrix charges a convenience fee of $1.50 for each transaction. You may submit your payment online or by phone, seven days a week, 24 hours a day. To pay online through BillMatrix, continue. Do you have paperless billing option? There are three ways you can have paperless billing option:
Seasonal weather conditions have the most impact on the amount of natural gas you use. When it's cold outside, your furnace goes on more frequently and runs longer to warm your home. Your water heater also stays on longer to heat the colder incoming water. Aside from weather-related and other changes in your gas appliance usage patterns, your bill may vary due to changes in wholesale natural gas prices, which change based on market conditions. The Gas Company buys natural gas on the wholesale market for most residential and small commercial/industrial customers. We do not mark up this price, which is shown on your bill as the "current cost of gas." Do you offer a level monthly bill plan? The Level Pay Plan helps smooth out the ups and downs of your monthly gas bill by averaging annual gas consumption and costs over a 12-month period. You pay an average bill amount each month instead of actual charges. To sign up for The Level Pay Plan, please fill out the enrollment form. You will receive confirmation on your enrollment. How do I get a copy of my bill? View, print or pay your current bill instantly by logging in to My Account. With My Account, you can view and print up to 25 months of bills and update your billing or mailing address for The Gas Company account(s) that you have linked to My Account. You may also request information about your latest bill by completing the Request for Billing Information Form The request will be processed within 3 working days from the date your request is received. Billing information can be sent only to the mailing address on record.
What career opportunities are available with The Gas Company? Do you offer rebates or incentives in my home or business? The amount and availability of rebates may change during the year. Do you offer any financing for appliances
or other? What if I smell gas or suspect a gas leak? CUSTOMER ASSISTANCE PROGRAMS Can I get a discount on my bill? Do you have other programs for limited-income customers? Funds pledged to assist customers of The Gas Company are distributed through local community-based organizations, assistance agencies and certain government agencies. For more information about LIHEAP, call 1-866-675-6623. Our Web site contains a complete list of other programs. The Gas Company also offers bill assistance once a year. For more information on other assistance programs, please visit the Assistance section of the Web site.
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