Where to pay your RG&E bill
Rochester Gas and Electric (RG&E) gives you four main ways to pay: online through their website, by phone, by mail, or in person at a payment location. The fastest and most convenient is usually online at rge.com, where you can pay immediately without waiting for processing time. You'll need your account number, which appears on your bill.
If you prefer to speak with someone, call RG&E's customer service line at 1-800-743-2500. A representative can take your payment over the phone using a debit card or bank account. This method works well if you have questions about your bill at the same time.
For mail payments, send a check or money order to the address printed on your bill. Mail typically takes 7 to 10 business days to arrive and be processed, so send it early if your due date is coming up. In-person payment locations are available at select retailers and RG&E offices, though these are less common than they once were — call customer service to find the nearest one.
Key Takeaways
- Pay online at rge.com with your account number for the fastest processing, or call 1-800-743-2500 to pay by phone.
- Mail payments take 7 to 10 business days, so send them well before your due date to avoid a late fee.
- Your account number appears on your bill and is required for any payment method.
- RG&E charges a late fee if payment arrives after the due date shown on your bill, even if you mailed it on time.
- Setting up automatic payments through your bank account removes the risk of missing a due date.
Setting up automatic payments
Automatic payments are the simplest way to ensure you never miss a due date. You can set them up through RG&E's website by logging into your account and selecting the autopay option, or by calling customer service. You'll provide your bank account information and choose whether to pay the full bill amount or a fixed dollar amount each month.
Most customers choose to pay the full bill automatically, since the amount changes with the season. If you prefer a fixed payment — for example, if you're on a budget billing plan — you can set that instead. You can cancel or change automatic payments at any time through your online account or by calling customer service.
Automatic payments typically process on or shortly after your due date. Check your bank statement to confirm the payment went through, especially the first time you set it up. If you dispute a charge or need to stop a payment, contact RG&E immediately rather than your bank, since utility payments have different rules than other automatic charges.
Understanding your due date and late fees
Your due date appears clearly on your bill, usually 20 to 25 days after the bill is issued. RG&E considers a payment late if it arrives after that date, regardless of when you sent it. This means a check mailed on the due date will likely be late by the time it arrives, so plan accordingly.
If your payment is late, RG&E will add a late fee to your next bill. The amount varies but is typically a percentage of your bill or a flat fee — check your bill or call customer service for the exact amount. A single late payment won't result in service disconnection, but repeated late payments can lead to a notice of disconnection after 30 days of non-payment.
If you're struggling to pay on time, contact RG&E before your bill becomes overdue. They offer payment plans and hardship programs that can lower your monthly payment or give you more time to pay. These programs are separate from government assistance and are based on your household income and situation.
Paying a past-due balance
If your account shows a past-due balance, you have two options: pay the full amount immediately, or contact RG&E to set up a payment plan. A payment plan spreads the past-due amount across several months, added to your regular bill. This is useful if you've fallen behind but can afford to catch up gradually.
To set up a payment plan, call customer service at 1-800-743-2500. Have your account number ready and be prepared to discuss how much you can pay each month. RG&E will work with you to create a plan that fits your budget, though they may require a deposit or a commitment to automatic payments.
If you don't set up a payment plan and continue to miss payments, RG&E will eventually issue a disconnection notice. This notice gives you a final deadline to pay or arrange a plan. If you miss that deadline, your service can be shut off. Once disconnected, you'll owe a reconnection fee in addition to the past-due balance.
What to do if you can't pay your bill
If you're unable to pay your RG&E bill, reach out to customer service immediately rather than waiting for a disconnection notice. RG&E has several options for customers in hardship: payment plans, budget billing, and connections to government assistance programs like LIHEAP (Low Income Home Energy Assistance Program) in New York.
Budget billing spreads your annual energy costs evenly across 12 months, so your bill is the same each month instead of spiking in winter or summer. This makes it easier to budget and plan. You'll still owe any difference at the end of the year, but it gives you breathing room during expensive months.
New York residents may also be may be able to access for LIHEAP, which provides grants to help pay heating and cooling costs. RG&E can refer you to the local program, or you can contact your county's Department of Social Services directly. These programs don't cover the full bill for most people, but they can reduce what you owe significantly.
Checking your account online
Create an online account at rge.com to view your bill, payment history, and account balance anytime. You'll need your account number and service address to register. Once logged in, you can see how much you owe, when your next payment is due, and a breakdown of your energy usage by month.
The online portal also shows you which payments have been processed and which are pending. This is especially useful if you've just made a payment and want to confirm it went through. You can also view your bill in PDF format and download it for your records.
If you notice an error on your bill — a charge that seems wrong or usage that doesn't match your habits — contact customer service to report it. Don't withhold payment while disputing a charge; instead, pay the undisputed portion and ask about the disputed amount. RG&E will investigate and adjust your bill if an error is found.
Payment methods and processing times
| Payment Method | Processing Time | When to Use It |
|---|---|---|
| Online at rge.com | Same day or next business day | When you need to pay quickly and have your account number |
| Phone: 1-800-743-2500 | Same day or next business day | When you want to speak with someone or have questions about your bill |
| Automatic payment (bank account) | On or shortly after due date | When you want to remove the risk of missing a payment |
| Mail (check or money order) | 7 to 10 business days | Only if you must pay by mail; send early to avoid late fees |
| In-person at payment location | Same day | When you prefer to pay in cash; call to find the nearest location |
Frequently Asked Questions
Can I pay my RG&E bill with a credit card?
RG&E does not accept credit card payments directly. You can pay with a debit card online or by phone, or with a check or money order by mail. Some third-party payment processors may allow credit card payments, but they typically charge a fee that RG&E does not charge.
What happens if I pay after the due date?
RG&E will add a late fee to your next bill. The exact amount depends on your bill size and RG&E's current fee structure. A single late payment won't disconnect your service, but repeated late payments can eventually lead to disconnection after 30 days of non-payment.
How do I know if my online payment went through?
Log into your account at rge.com and check your payment history. Online and phone payments typically process within one business day. You can also call customer service at 1-800-743-2500 to confirm a payment was received.
Can I change my due date?
RG&E does not allow you to change your due date, as it's based on your meter reading cycle. However, you can set up automatic payments to process on a different date within your billing cycle, or you can pay early to manage your cash flow.
What if I'm on a fixed income and can't afford my bill?
Contact RG&E customer service to discuss budget billing, payment plans, or referrals to LIHEAP and other assistance programs. New York has several programs designed to help low-income households with energy costs, and RG&E can connect you to the right one for your situation.