Understanding My Payments

The payment I made is not reflected on my bill, what can I do?

If you have made a recent payment that is not reflected on your latest bill, you can view your payment history on your online account. If you have not registered for online account management, you can register here.

Please see guidelines below on how long it takes for each payment option to fully process on your account.

Payment options:

  • Online Account: This will take up to 2 working days to be reflected on your account and show in your online payment history. 
  • 24-hour Telephone Service: This will take up to 2 working days to be reflected on your account.
  • Pay Now Online: This will take up to 2 working days to be reflected on your account.
  • Cheque: This will take up to 5 working days to be reflected on your account.
  • Post Office: This will take up to 5 working days to be reflected on your account.
  • Cash: This will take up to 5 working days to be reflected on your account.

If this information has not answered your query, you can email us here. Please ensure to include the following information in your email:

  • Name on account
  • Account number
  • Address
  • Date of payment
  • Amount paid
  • Method of payment
  • If applicable - Receipt number
  • If applicable - Cash date of cheque

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What happens if I miss a payment?

If you happen to miss a payment, please contact us as soon as possible to advise us to try and prevent any collections process from beginning. Please see further information below on our credit terms:

  • For Level Pay customers: We will debit your account on the agreed payment schedule date of your Level Pay plan. If this payment fails, we will re-present again to debit your account 7 days from your payment schedule date. If this payment fails a second time, a collection process will then initiate, and your supply will be at risk.
  • For Direct Debit customers: We will debit your account 14 days from the bill issue date. If payment fails, we will re-present again to debit your account 7 days after the failed payment date. If the payment fails a second time, a collection process will then initiate, and your supply will be at risk.
  • For all other payment option customers: Your balance will be due 14 days from the bill issue date. If payment fails to reach us by the 15th day, a collection process will then initiate, and your supply will be at risk.

You can make a payment online by logging into your online account here or if you can use our Pay Now online option.

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What should I do if I'm having problems paying my bill?

Firstly, you should review our Billing code of practice. We would ask you to tell us straight away if you are having difficulty in paying your bills. The sooner you do, the easier it will be for us to offer help and advice. We will be as flexible as possible in trying to agree either a payment plan or arrange to fit a Pay As You Go meter.

We have provided more information below on some options we may be able to offer you:

For a Payment Plan, we will consider the following:

  • Value of the debt
  • Age of the debt
  • Your previous payment history
  • Your ability to pay future bills
  • Any other Bord Gáis Energy accounts in your name

You must then honour the payment plan if you want to retain your gas or electricity supply. We will treat all information provided to us in the strictest of confidence.

For installation* of a Pay As You Go Meter, we will consider the following:

  • Value of the debt
  • Age of the debt
  • Your previous payment history
  • Your ability to pay future bills
  • Any other Bord Gáis Energy accounts in your name

*Please note that if you are a tenant, we would require permission from the landlord/homeowner before installing a Pay As You Go Meter.

You must ensure that vends are made as a percentage of your top-ups will be paid towards your debt and this is also to ensure that you retain supply of your gas or electricity. Click here to view our Gas and Electricity Pay As You Go code of practices.

Mabs - Money Advice & Budgeting Service

We will engage with the relevant state agencies or state sponsored bodies or recognised charities or other financial advisers to assist with your arrears if you give us permission.

We would recommend that you also contact the Money Advice and Budgeting Service (MABS), who provide information and assist customers in putting budget plans in place. MABS is a national, free, confidential, independent and non-judgemental service for people in debt or at risk of getting into debt and it is funded by the Department of Social Protection. The MABS helpline service is 0761 07 2000 and is open Monday to Friday 9am to 8pm, click here to view their website for further information. Anyone concerned about debt can also meet with one of the MABS Money Advisors on a confidential basis to discuss their concerns and assess their options in any one of the 52 local MABS offices nationwide.

Whatever the problem, we will do our best to help. However, if you can afford to pay your bills, but chose not to do so, we must advise you that your supply will be withdrawn. Please contact us in confidence for further information and assistance.

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