FAQs

The easiest way to ensure your bill is paid on time every time is to set up AutoPay by logging in to your online account and following the steps to set up automatic payments. You may also wish to set up payments through your bank using ACH or EFT. If you are paying by check/money order through the mail, be sure that the check amount equals the exact amount due shown on your payment stub(s)/remittance slip. If you can’t submit the stub(s), you can include a listing of the accounts and the amounts due that you are submitting one check for. If you submit payment in the mail without the stub or an enclosure of account numbers and/or the amount of your check doesn’t match what is owed, this can result in processing delays or misapplied payments.

The stub/remittance slip is at the bottom of your invoice. It should be detached and included with your mailed payments.

Yes. To ensure we apply your payment accurately, please mail a document which includes the following information:

• Customer account number
• Invoice number
• Amount to be applied to each contract account or invoice number

If applicable, this same information can also be referenced on your check voucher/skirt detail. Your check total should equal the balance due of all combined invoices that you are paying. Payments submitted without the proper details could take up to five business days to process once we receive them. As a reminder, there are fast easy options for paying online that can save you time and eliminate the need to gather and collate account information.

As a general rule, when a payment is received by us, it will be posted to your account within 24-48 hours. We recommend mailing your payment at least 5-7 business days before the payment due date to allow for delivery time by the U.S. Postal Service. Our overnight mail requires at least two business days for posting. As a reminder, to ensure swift processing, be sure to submit your mailed payment with the bill stub and ensure the check has the exact balance due.

No, you must submit the payment for the amount due as listed on your bill stub. To apply bill credits, which may have resulted from a previous overpayment and/or a corrected/adjusted invoice, please call Client Services at 844.737.6742.

If you’re mailing in a payment, detach your bill stub and submit with a check that equals the exact amount shown on the stub to the remittance address shown on the stub. If you’re paying online, payments can be made to one account/site as default either by logging in to your account or by using QuickPay.

Yes, you can submit one payment for multiple sites. If you’re mailing in a payment, be sure to submit all bill stubs and ensure the amount on the check equals the total of the amount due from all the bill stubs. If you’re paying online and you’re logged into your online account, you have the option of adding sites together and executing one payment transaction for multiple sites. Payments made online by credit card however can only be done by site (see below). 

Certain customers are eligible to pay by credit card online. This option will appear automatically if you qualify. You can make a one-time payment or set up recurring payments using a credit card by logging in to your account or by using QuickPay (one-time payment without logging in). Please keep in mind that credit card payments can only be made by site so if you have multiple sites and are paying online by credit card, you will have to execute a payment transaction for each site.

Payments submitted without bill stubs and/or reference information (i.e. customer account number, invoice number, and amount to be applied to each) can delay processing and take up to five business days to post. Additionally, payments submitted that don’t match the amount due on the invoice can also delay processing.

Our dedicated, U.S.-based Client Services team is here to answer your questions and help you with payment setup processes. Email PowerSupport@nrg.com or call us at 844.737.6742.