Key Takeaways
- Call 215-235-1212 to reach PGW's automated phone payment system, which works 24 hours a day, 7 days a week.
- Have your PGW account number (found on your bill) and a debit card or checking account information ready before you call.
- Payments made before 5 p.m. on a business day typically post the same day; payments after 5 p.m. or on weekends post the next business day.
- The automated system charges a fee for debit card payments but not for bank account payments, so choose your payment method carefully.
- If the automated line doesn't work for your situation, you can speak to a representative by calling 215-235-1000 during business hours.
What You Need Before You Call
Gather three things before dialing: your PGW bill or account number, your payment amount, and your payment method. Your account number is an eight-digit number printed on the front of your bill, usually near your name and address. If you don't have a bill handy, you can look up your account number on any past bill or statement you've saved.
For payment method, you have two options: a debit card or a bank account (checking or savings). If you use a debit card, PGW charges a fee—currently around 2.5% of your payment amount, though this can change. If you pay from a bank account, there is no fee. Write down your card number or your bank's routing number and your account number, depending on which you're using.
How the Automated Payment Line Works
When you call 215-235-1212, you'll hear a menu with options. Select the option for bill payment or "pay my bill." The system will ask for your account number, which you enter using your phone's keypad. Next, it will ask how much you want to pay—you can pay your full bill, a partial amount, or a specific dollar figure.
After you confirm the amount, the system will ask for your payment method. If you choose a debit card, enter the card number, expiration date, and the three-digit security code on the back. If you choose a bank account, you'll enter your routing number and account number. The system will confirm all details before processing, so listen carefully and correct any errors before you finish.
Once the system confirms your payment, you'll receive a confirmation number. Write this down or take a photo of it—you may need it if you have questions later. The payment posts to your account within one business day.
When Your Payment Posts and What Happens Next
Payments made before 5 p.m. on a weekday (Monday through Friday) typically post the same day. Payments made after 5 p.m. or on weekends post the next business day. PGW counts the posting date as the payment date for purposes of avoiding late fees, so a payment that posts on Friday counts as paid on Friday even if you called on Thursday evening.
After your payment posts, it usually takes one to two billing cycles for the credit to show on your next bill. If you need to confirm the payment went through before then, you can call PGW's customer service line at 215-235-1000 during business hours (Monday through Friday, 8 a.m. to 5 p.m.) and ask a representative to look up your account.
Comparing Phone Payment to Other Payment Methods
Phone payment is fastest if you need to pay immediately and don't want to create an online account. However, it's not the only guest payment option PGW offers. You can also pay in person at a PGW payment center, by mail, or through the PGW website without logging in—though the website option requires you to enter your information each time, just like the phone line.
If you plan to pay regularly, creating a free online account takes about 10 minutes and lets you set up automatic payments, which eliminates the fee and the need to call each month. You can also enroll in budget billing through an account, which spreads your annual gas costs evenly across 12 months so your bill doesn't spike in winter. These options aren't available through guest phone payment.
What to Do If the Automated Line Doesn't Work
If the automated system rejects your payment—usually because of a card issue or a mismatch between the information you entered and what's on file—you'll hear an error message. Try the payment again with a different card or bank account if you have one. If the same error happens twice, stop and call the customer service line instead.
You can reach a PGW representative at 215-235-1000 Monday through Friday, 8 a.m. to 5 p.m. Tell them you want to make a guest payment over the phone. They can process the payment directly, though they may charge a fee for phone-assisted payments (check your bill or ask when you call). Representatives can also help if your account has a hold or dispute that's blocking payment.
Avoiding Common Mistakes
The most common error is entering your account number wrong. Your PGW account number is eight digits and appears on your bill near the top. Don't confuse it with your meter number or service address number. If you enter the wrong account number, the payment will go to the wrong account or be rejected entirely.
Another mistake is not waiting for the system to confirm your payment before hanging up. If you hang up before you hear the confirmation number, you won't know whether the payment went through. Always listen for the full confirmation, including the confirmation number and the posting date the system gives you.
Finally, don't assume a payment posted just because you received a confirmation number. The confirmation number means the system accepted your information, but technical issues can still prevent the charge from going through. If you don't see the payment on your account within two business days, call customer service to verify.
Frequently Asked Questions
Is there a fee for paying by phone?
Yes, if you use a debit card—currently around 2.5% of your payment amount. There is no fee if you pay from a bank account. The automated system will tell you the exact fee before you confirm, so you can choose a different payment method if you want to avoid it.
Can I pay someone else's PGW bill using the guest phone line?
No. The automated system requires the account number, and payments are credited to that account only. If you need to pay a bill for someone else, you'll need their permission and their account number, but the payment will still post to their account, not yours.
What if I call after 5 p.m. or on a weekend?
The automated line is available 24/7, so you can call anytime. However, payments made after 5 p.m. on a weekday or anytime on Saturday or Sunday will post the next business day. If you need the payment to post the same day, call before 5 p.m. on a weekday.
Can I set up automatic payments without creating an account?
No. Automatic payments require an online account. If you want to avoid calling every month, creating a free account takes about 10 minutes and lets you set up recurring payments that post on the date you choose.
What should I do if my payment is rejected?
Try again with a different card or bank account if you have one. If the same error happens twice, call 215-235-1000 to speak with a representative. They can check your account for holds or disputes and process the payment directly if needed.