Jul 22, 2013 by Alagasco

Alagasco’s New Website and My Account Now Live

MyService

Alagasco has just unveiled a new website and new, customer-friendly online service called My Account. In this new online service, you will be able to view bills and payment and usage history, make a payment (no fee required), enroll in AutoPay, and so much more.

Previous eBill and eService customers may have some questions about the new service that this Q&A will help address:

 

Why can’t I access eBill or eService?
eBill and eService have now been replaced by our new system called My Account. In the new service, eBill is called Paperless Billing and the old eService options are available along with more features in the My Account service. The new My Account is now accessible on the Alagasco website.

 

My payment was due between July 19 and July 21 and I couldn’t access eBill to pay, what do I do?

We apologize for this inconvenience. You can now pay your bill through the new My Account. Your service and payment history will not be affected.

 

I am an eService customer, how does this affect me?

You can now login to My Account using your previous eService username and password. You will now have the ability to manage your account online, view and pay your bill, and much more.

 

I created my eService account a long time ago. I can’t remember my username and/or password. What do I do?

You can use the “Forgot User ID” and/or “Forgot Password” links on the My Account login page to retrieve this information.

 

I am an eBill customer, how does this affect me?

In order to view and pay your bill, you will need to register for access to My Account. You will still receive paperless billing notifications. These notifications will now come from myaccount@alagasco.com. Please add myaccount@alagasco.com to your trusted email address list to prevent your paperless billing notification emails going to your spam folder. All paperless billing notifications will be sent from myaccount@alagasco.com after July 22.

 

What information do I need to register for My Account?

You will need the account number, phone number and social security number associated with your account.

 

How do I get my account number?

Your account number is on your Alagasco bill. You can also call (800) 292-4008 (Monday – Friday between 8 a.m. and 4:30 p.m.) and a customer service representative will be able to help you.

 

How do I register with My Account?

  1. Visit Alagasco.com and click the login button at the top of the page.
  2. Click the “Register” button.
  3. To register your account, you will need your account number and these identification methods: social security number and/or primary telephone number on the account.(Don’t have this information? Call (800) 292-4008 for assistance.)
  4. Once registration is complete, you will be logged in to My Account. You will be requested to confirm that you are a paperless billing customer and verify any payment information that has been stored on your account.
  5. Once that information is confirmed, you will navigate to the My Account screen.

 

Will I still be able to access and use eBill?

No. You will no longer be able to access eBill. For most eBill customers, all of the eBill information has been converted to the new My Account online service.

 

I am an eBill business/commercial customer. How does this affect me?

In order to view and pay your bill, you will need to register for access to My Account. You will still receive paperless billing notifications. These notifications will now come from myaccount@alagasco.com. Please add myaccount@alagasco.com to your trusted email address list to prevent your paperless billing notification emails going to your spam folder. All paperless billing notifications will be sent from myaccount@alagasco.com after July 22.

 

What do I need to register for My Account?

You will need the account number, phone number and social security number or tax identification number associated with your account.

 

How do I get my account number?

Your account number is on your Alagasco bill. You can also call (800) 292-4008 (Monday – Friday between 8am and 4:30pm) and a customer service representative will be able to help you.

 

I registered and logged into My Account, but it won’t let me make a credit card payment.

Effective July 22, Alagasco will temporarily not be able to accept credit card payments from commercial/business customers.  Business/commercial customers will be able to pay online or by phone using a bank account.

 

More information about the online services available once you log on to My Account.

Alagasco

Alagasco, your natural gas partner, provides clean, energy efficient natural gas to approximately 437,000 homes, businesses and industries in central and north Alabama. To report a gas leak, a line break, or any other gas service emergency, please call 1-800-292-4008. For other inquiries about your account, service or billing, you can reach us via email or phone.

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42 COMMENTS


  1. Timothy Day July 22, 2013 at 8:33 pm

    Pretty stupid to make me go through an entire new registration process.
    Will you be sending me a paper bill until I reregister?

    • Alagasco July 23, 2013 at 9:52 am

      Timothy,
      You will continue to receive your paperless billing notifications. However, in order to view and pay your bill online, it will be necessary to register for the new My Account. If you have any further questions, please email me at socialmedia@alagasco.com. I hope that once you register for My Account, you will find it to be a much easier service to use than our previous eBill service. – Eric

    • Adam July 23, 2013 at 8:44 pm

      I agree. Kind of ironic that you need a bill to register for online access when most of us online users don’t get paper bills. I don’t have time to call Alagasco while I’m at work just to get my account number so I can then re-register for online access and then pay my bill. Pretty annoyed.

      • bs July 25, 2013 at 8:28 pm

        I couldn’t agree more.

        It’s just like when you call Charter about your internet service being out and they want you (a bundle customer with paperless billing) to give them the PIN number off of your bill.

        • Alagasco July 26, 2013 at 5:05 pm

          Beth-We apologize for the frustration. If you didn’t get the letter we sent the week of July 15 (account number on top left), you can click this link (http://www.alagasco.com/Contact-Us-Form-480.html) to get your account number. Please provide your service address, name on account and last 4 digits of the social security number on the account, and we will send you your account number. -CG

  2. Charlene Hohl July 23, 2013 at 6:04 am

    You guys are starting off on the wrong foot by not automatically transferring the eBill accounts and then closing it down completely so that we cannot even access our account information. I have to interrupt my workday to call you to get my account number so that I can register again. Some forward thinking and planning on your part would have saved your employees lots of extra calls and saved customers like me irritation.

    Just an aside the font color for this email text box should be in black so that it can be easily read by your customers.

    Thanks,

  3. Barbara Mason July 23, 2013 at 5:51 pm

    I have registered for the my account on Monday. I just recently tried to go to my account just to feel it out a little bit. I have no problem getting to my account I just can not make any changes on it for it logs me out before I can do anything. Is there a problem so where or what am I doing wrong?

    • Alagasco July 24, 2013 at 4:55 pm

      Barbara, we have been able to replicate this issue, if the time on the computer is more than 15 minutes after the time on the system an immediate timeout will occur. We are hoping to have a fix ready today or tomorrow. In the meantime, please check to see if both the time and time zone on your computer time are correct.

  4. James Dunlap July 23, 2013 at 7:29 pm

    I’m unable to do anything on the new MyAccount login page. You can’t scroll down the page at all with an Android phone. When will this be fixed? Thank you.

    • Alagasco July 24, 2013 at 4:55 pm

      Hey James, thanks for letting us know. We’ll pass this information on and hopefully get this resolved fairly quickly.

  5. Colleen July 24, 2013 at 2:39 am

    I do not want the go on-line and physically pay my bill each month. Why can’t I continue to let the bank debit my cking acct

    • Alagasco July 24, 2013 at 4:57 pm

      Colleen, the short answer is that you can continue to pay the way you’ve been paying.

      In order to give you more guidance, it is important to know how you had your automatic payments set up previously.

      Did you have recurring payments set up through eBill (Our old paperless billing system)? If so, the reoccurring payment option is still available in My Account. Once you have signed in to My Account go to “AutoPay Enrollment” in the left navigation bar. You will be able to add and remove payment methods, as well as enroll in AutoPay (recurring payments).

      Did you enroll in Alagasco’s Bank Draft? If so, it will continue to automatically pay on the delinquent date of your bill. There is no follow up or re-enrollment necessary for this option.

      Did you set up automatic payments through your online banking system with your bank? If so, the transition from the old system to My Account will not impact this method of payment, either.

      Let us know if you have any other questions, and we can assist you further.

  6. Alagasco July 24, 2013 at 8:44 am

    The letter we sent the week of July 15 has your account number. If you do not have the letter, you can click this link (http://www.alagasco.com/Contact-Us-Form-480.html) to get your account number. Please provide your service address, name on account and last 4 digits of your social security number on the account and we will send you your account number.

  7. Susan July 24, 2013 at 11:58 am

    In all fairness, if you were an ebill user you did have access to your account # by clicking your bill to view it each month. It was also located on ebill when you sign into the page. I was signed up for eservice and ebill. If you were an eservice user, all of your information automatically transferred and there was not any registration needed. For ebill users, all you do is put in your account number and 1 additional id method to sign up. Instead of focusing on the negative, lets focus on the positive which is the fact that they have made it much more easier for us all as consumers to check and mange out site without having to call them!! It’s very refreshing to be able to make payments (for free!), payment arrangements, and even schedule service orders. I don’t know about you guys, but as a 65 year old woman, I absolutely love it!

  8. J July 24, 2013 at 1:08 pm

    I have several accounts. Do I need to setup a login for each account? I used to have one login and it would pull up all my accounts.

    • Alagasco July 24, 2013 at 2:53 pm

      If the multiple accounts are listed under the same name, you can use one of your account numbers to register. Once you are logged in, you will be able to select the specific account number you would like to view. In the case that the accounts are in different names, you will not be able to manually add those accounts to your one My Account UserID. They will require multiple UserIDs.

  9. Allen July 27, 2013 at 9:22 am

    Sat 7/27/13 ; 8:10 a.m

    I am a current E-bill customer. I’ve just completed all of the registration detail for the new MyAccount System, and submitted for account creation. At the time of submission of this comment, your System has not moved beyond the point of displaying “Processing… Please wait”.
    This has been displayed for more than an hour.

    I called the Customer Service number, and was advised that it would be Monday – before anyone would be available who could respond to the issue.

    Is the new account creation system ‘stable’ ? Or is it ‘down’ today ?
    It appears that I will have to abandon this attempt at registering.

    Thank you.

    • Alagasco July 27, 2013 at 12:11 pm

      Allen, There was some system maintenance this weekend that could have caused the “pause” in your registration. I apologize, and I’m glad it’s back up and running for you. -CG

  10. Allen July 27, 2013 at 10:06 am

    Ater manually closing the “Processing… Please wait” function (referenced in my earlier comment), the System displayed the ‘MyAccount’ screen.
    The screen appeared to reflect detail specific to my Ebill account. However, I found no reference to the checking account number – from which my Ebill payments were debited.
    Does this checking account detail have to be re-entered into ‘MyAccount’ ?

    Additionally, please clarify the difference between my initiating payment from a checking account (as was done with Ebill), – and the ‘AutoPay’ function / process ?
    I would like to mimic the payment process that I used in Ebill, – in MyAccount. However, I’m not sure which ‘MyAccount’ payment function to use – to accomplish this.

    Thank you.

    • Alagasco July 27, 2013 at 12:30 pm

      Allen, Sounds like you had either recurring payments or scheduled payments in the old eBill system, using your checking account. The options for recurring payments and scheduled payments in eBill are not exactly the same as the options available in the new My Account. So, depending on the criteria you had specified on your recurring/scheduled payments, your checking account information may not have transferred to the new My Account. We apologize.

      There are a couple of options for payment of your bill in My Account:
      1. Enter your checking account as a “Payment Method,” and use it for a manual payment, each month. This means you go in and manually pay your bill each month using your stored checking account payment method. To add your checking account as a payment method, go to the “Manage Payment Methods” page, click “New Bank” and enter your info.
      2. Enter your checking account as a “Payment Method,” and then enroll that payment method in “AutoPay.” This means that, each month, on the delinquent date of your bill, an automatic payment for the bill amount will be made using your checking account, without you having to log in and manually pay it. To do this, go to “AutoPay Enrollment” enter your “New Bank” payment info, and then when you see your checking account listed as a payment method, click on “AutoPay Enroll” next to the checking account info.

      I hope this helps you with your payments. If you have additional questions, let us know.
      CG

  11. Ernie July 27, 2013 at 12:13 pm

    Sorry, but this is ridiculous. No reason ya’ll couldn’t have moved our registration over from the old system. Can’t register because doesn’t like SSN – mine or husband’s. I guess if we’ve had an account for 40 years in the same house ya’ll might not have it, hmm? Anyway, this is a lot of trouble for something that should be very simple.

    • Alagasco July 29, 2013 at 9:01 am

      I apologize for your frustration. Please email me your account number and contact number to socialmedia@alagasco.com. I will have someone give you a call about this issue.

  12. Steve Foster July 30, 2013 at 11:02 am

    Why would you give a phone number that won’t give you the account number? I am trying to register with the new system, but need the account number. Some of us went paperless and don’t receive bills anymore. How can we get our account number?

    • Alagasco July 30, 2013 at 2:05 pm

      Steve – We apologize for the frustration. If you didn’t get the letter we sent the week of July 15 (account number on top left), you can click this link (http://www.alagasco.com/Contact-Us-Form-480.html) to get your account number. Please provide your service address, name on account and last 4 digits of the social security number on the account, and we will send you your account number. – Eric

  13. Cary July 30, 2013 at 7:57 pm

    I pay multiple bills (3 different accounts), am I able to combine accounts under one user name and password as before and if so how do I accomplish this?????

    • Alagasco July 30, 2013 at 8:14 pm

      Cary, If the multiple accounts are listed under the same name, you can use one of your account numbers to register. Once you are logged in, you will be able to select the specific account number you would like to view. In the case that the accounts are in different names, you will not be able to manually add those accounts to your one My Account UserID. They will require multiple UserIDs. – Eric

  14. Jenifer Cohn July 31, 2013 at 10:35 pm

    I cannot get the alagasco website to open on my computer at all now. I got to this web address by searching google for ” alagasco website will not open now”. I have run every security check my computer said to. What to do?

    • Alagasco August 1, 2013 at 8:18 am

      Jenifer, We have contacted our technical team and they are unaware of any issues with the website. Please clear your browser cache and cookies and try again. If you are still having issues, email us at socialmedia@alagasco.com and we will try to troubleshoot the problem. – Eric

  15. G. Paige August 2, 2013 at 4:09 am

    I have not received a bill and cannot maker my payment . I do not knoe the account number. I understand that I’ll have to register again…But just don’t want to. …. Need to pay bill so I guess I’ll have to call Alagasco to get the account number. Wasted time!!!!!!

    • Alagasco August 2, 2013 at 8:18 am

      We apologize for the frustration. If you didn’t get the letter we sent the week of July 15 (account number on top left), you can click this link (http://www.alagasco.com/Contact-Us-Form-480.html) to get your account number. Please provide your service address, name on account and last 4 digits of the social security number on the account, and we will send you your account number. – Eric

  16. Scott August 2, 2013 at 8:11 am

    I used bill pay with my checking account to pay Alagasco. My bank supported the “ebill” format (not Alagasco eBill) so that I could be notified of a new bill and pay the bill electronically through my bank.

    Now my bank says that it cannot access ebill information. Do I need to setup anything under MyAccount to allow my bank to access the ebill?

    Thanks.

    • Alagasco August 2, 2013 at 8:21 am

      Scott, Please email me your account number and contact number to socialmedia@alagasco.com. I will have someone give you a call and try to resolve this issue. – Eric

  17. Julie August 2, 2013 at 8:14 am

    Hi,
    The thing is I cannot register account, and it seems the gas at my apartment is unavailable. Please check whether the gas been cut done because of the new system, people living there cannot use hot water now. My account is associated with my hotmail.

    Julie

    • Alagasco August 2, 2013 at 8:27 am

      Julie, Please email me your account number and contact number to socialmedia@alagasco.com. I will have someone contact you about your issue. – Eric

  18. Sheila Gray August 3, 2013 at 5:16 pm

    I pay more than one account. I am used to looking at and paying the accounts at one time. Now you want me to have a separate log-on for each account. NOT happening. I have enough user IDs and passwords to keep up with. I will not sign up. You can send me a paper bill for both accounts.

    Sheila

    • Alagasco August 3, 2013 at 9:14 pm

      Sheila, If the multiple accounts are listed under the same name, you can use one of your account numbers to register. Once you are logged in, you will be able to select the specific account number you would like to view. In the case that the accounts are in different names, you will not be able to manually add those accounts to your one My Account UserID. They will require multiple UserIDs. – Eric

  19. Oliver southerland August 5, 2013 at 1:54 pm

    I went through all this stupid crap and redid my account and now the page will not let me sign on to pay my bill. This is a sign of real stupidity …taking something that worked and screwed it so bad J C wouldn’t recognize it.,.. If I can not sign on to pay my bill I guess the gas company can come and disconnect me. It is not worth all the hassle.. Thanks for nothing

    o southerland

  20. Oliver southerland August 5, 2013 at 2:06 pm

    in all fairness after trying five times it just now let me pay my bill….

  21. Allen August 11, 2013 at 2:54 pm

    (Allen from July 27, 2013 comments).
    I accessed the MyAccount system to enter payment information – as instructed from the 7/27/2013 reply. Upon login, I was surprised to see that there was a bill shown as outstanding – as of 8/9/2013.
    My surprise was due to the fact that I had not received an email notification that a new bill was available.

    The email notification was a part of the Ebill System. Is email notification not a part of the new System? Or. is it now the customers’ responsibility to periodically check the MyAccount system to see if a new bill is available or not?

    In scanning the new site – I did notice where ‘text alerts’ were offered, However, I do not subscribe to mobile texting.

    Thank you.

    • Alagasco August 12, 2013 at 8:21 am

      Allen, please email me your account number and contact number to socialmedia@alagasco.com. I will have someone give you a call. – Eric

  22. Emily August 20, 2013 at 2:01 pm

    I have gotten paperless bills for a long time and paid my bill online. I do not have a paper bill to get my account number to register for the My Account. How am I supposed to get my account number?

    • Alagasco August 20, 2013 at 4:21 pm

      Emily,
      Go to myaccount.alagasco.com and click “Register.” Once you are on that page, you will see a link to click if you do not have your account number. You will be able to provide other information in order to validate and register your account. If you are still having problems, you can click here to request your account number through email, you can call (800) 292-4008 and receive you account number through our automated system, or you can call and speak to a representative. Please let us know if you have any more questions.

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