Suburban Propane Online Payment

General FAQ’s

Online Bill Payment Service FAQ’s

One-Time Payment Service FAQ’s

General - Frequently Asked Questions

Q. What forms of payment do you accept online?

A. You can pay your account online using your checking account or any major credit card (Visa, MasterCard, American Express and Discover). Signature Debit cards are also accepted. A signature debit card must have a credit card logo on the face of the card.

Q. Can I have Suburban directly debit my bank account or credit card every month?

A. You can set up a recurring payment to take place on a specified day each month for a specified amount. Log into the Online Payment Service and click on the “Automatic Payment” link on the left hand side of the page and add an automatic payment rule by clicking on the “Automatic Payment Rule” box at the top of the page.

Q. How do I reverse a payment that has a “Paid” status?

A. You must log into the Online Payment Service and click on the “Payment Activity link on the left hand side of the page. Find the payment you wish to reverse. Click on the Reference ID, then click the “reverse” button at the bottom of the page.

Q. What happens if my online payment is returned due to unavailable funds or unavailable credit limit?

A. If your online payment is returned due to unavailable funds in your bank account or unavailable credit limit on your credit card your Suburban Account will be charged with the applicable return fee. This fee varies from state to state. To find out the fee subject to your account please contact us at dcccsd@suburbanpropane.com or call us toll-free at 1-800-776-7263 Option #2. Please include your Suburban Propane account number in all correspondence. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Q. When will the funds be debited to my bank account or credit card?

A. The funds will be debited from your bank account or credit card on the payment date.

Q. Can I make a partial payment on my account?

A. You can pay any amount desired on your account.

Q. Is there a fee for this service?

A. There is no charge from Suburban Propane for this service; however some financial institutions may charge a fee for electronic fund transfers for online payments. Please check with your financial institution regarding any fees that may apply.

Q. Do I get a confirmation number right away when I make a payment?

A. Yes. When you confirm your payment request, we will present you with a Reference ID Number. You will also receive an email confirming your transaction. You may find your Reference ID Number at anytime by clicking the Payment Activity Link on the left hand side of the page.

Q. What if I do not receive a confirmation of my transaction?

A. If you need to obtain a confirmation of your transaction you may send us an email at dcccsd@suburbanpropane.com or call us toll-free at 1-800-776-7263 Option #2. Please include your Suburban Propane account number in all correspondence. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Q. When will my payment be processed and show up on my Suburban Propane account?

A. Your payment will be processed the same day if payment is entered before 6pm ET Monday through Friday. Payments made after 6pm ET or on weekends or holidays will process on the evening of the next business day (business days are Monday through Friday, except for banking holidays). Please allow up to 5 business days for your payment to be reflected on your Suburban Propane account. Please allow adequate time between your payment and the due date to avoid any applicable late charges.

Q. Why do you need my email address?

A. We need your email address in order to send you confirmation of your transactions.

Q. Will I get more “spam” by signing up for this service?

A. No. the only information that will be sent to you will be related to the Online Bill Payment service or other services we provide. We do not sell your personal information to third parties who send unsolicited information. Please refer to our Privacy Policy for more information.

Q. What is the Security Policy?

A. Please refer to our Privacy Policy for security information.

Q. How will my personal and financial information be used?

A. Your personal information will be used to activate your account for Online Bill Payment. Your financial information will be used to process payments that you schedule through Suburban Propane’s Online Bill Payment service. We do not sell your personal information to third parties who send unsolicited information. Please refer to our Privacy Policy for more information.

Q. How can I change my personal information?

A. You can change your email address by clicking on the “My Contact Information” link to the left of the page. To change any other personal information, including your billing address, please call us at 1-800-776-7263 Option #2. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas). You may also write to us at:

SUBURBAN PROPANE
ATTN: Customer Service Department
5793 Widewaters Parkway Suite # 100
Syracuse NY 13214

Q. How secure is my sensitive banking information and personal information? How can I know that this information will not be intercepted?

A. The Online Bill Payment service uses the following security features:

SSL: We use SSL (Secure Sockets Layer) that ensures your connection and information is secure.
Encryption: We strictly enforce 128-bit encryption security levels for users accessing this service. All users accessing this service must ensure that their Web browsers are set to enable 128-bit encryption.

Automatic Sign Out: We automatically sign you out after 20 minutes of inactivity.

Q. How will my financial information be protected?

A. We store your financial information in an encrypted format in our financial institutions database that is secured from outside parties. Your financial account information will be partially masked (e.g., xxxxxxxx6789) whenever presented on the Online Bill Payment Site. When we process your payment, we encrypt the financial information and transmit the data to the banking network through a secure connection.

Q. How do I know when a secure session has been created?

A. Most of the supported browsers will give you a message box stating when you are going into a secure session. For instance, in Internet Explorer, on the bottom right side of the browser window, when there is a secure session in place, there is an icon that looks like a small padlock, with the lock closed. Netscape Navigator uses a key icon in the lower left corner of the screen to show security status. When the key is solid (i.e., unbroken), the session is secure. Another indication that your browser is operating in secure mode can be found in the web site address. The address will begin with 'http://' in standard, non-secure mode and with 'https://' in secure mode. The 's' in 'https' stands for secure.

Q. What is an appropriate browser?

A. We use 128-bit encryption to make your information unreadable as it passes over the Internet. Therefore we require you to use either Netscape version 7.0 or higher, Internet Explorer version 6.0 or higher, Firefox 1.5 or higher or Safari 12. or higher.

If you need a newer version of Microsoft Internet Explorer, you can download it by going to: http://www.microsoft.com/windows/ie/downloads/default.mspx

If you need a newer version of Netscape Navigator, you can download it by going to: http://channels.netscape.com/ns/browsers/download.jsp

Q. Why are only some versions of browsers supported?

A. To help ensure that your confidential financial information is protected in transit, we encrypt all messages between your browser and the Online Bill Payment service. Some browser versions do not support the needed levels of encryption.

Q. What should I do if I believe my security has been breached?

A. Suburban Propane will only ask for your Name, Location/Billing address, E-mail address, or Phone/fax number on its website. If you believe any of this information has been breached, you may send us an email at dcccsd@suburbanpropane.com or call us toll-free at 1-800-776-7263 Option #2. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Q. Why do I keep getting an error while trying to log in using my account number?

A. Please be sure to enter in the first four digits of your account number followed by the dash and the last four digits of your account number. If your account number ends in -001 please do not include this while entering in your account number. If you continue to receive an error message while trying to log in please send us an email at dcccsd@suburbanpropane.com or call us toll-free at 1-800-776-7263 Option #2. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Q. Who do I contact to verify my payment was received or to dispute a charge on my credit card?

A. Please contact our Customer Service Department at 1-800-776-7263 Option #2. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Q. How do I make a payment if I cannot access my account online?

A. You may mail a check to the address shown on your invoice. You may also pay your invoice by phone using our IVR automated service at 866-350-7638.

Q. What if I have additional questions or need technical assistance?

A. First, take a look at our FAQ’s to see if your question is among the many that we have already answered. If you do not find your answer online, you may send us an email at dcccsd@suburbanpropane.com or call us toll-free at 1-800-776-7263 Option #2. Please include your Suburban Propane account number in all correspondence. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Online Bill Payment - Frequently Asked Questions

Q. What is Online Bill Payment?

A. The Online Bill Payment Service allows you to make a payment on your Suburban Propane account through a Secure Payment with a One-Time Account Setup. Your personal information is safely stored in a secure location.

Q. How do I enroll in the Online Bill Payment Service?

A. There are five basic steps involved in creating your login for the Online Bill Payment Service:

Click “Sign Up” on the Bill Payment Services Login Page or the “Enroll Now” button on our Suburban Propane Online Bill Payment welcome page.
Enter your payment information: You will enter your Suburban Propane account number and Zip Code as it appears on your most recent invoice or statement.
Create your User ID and password.
Supply hint question (used to assist you if you forget your password).
Enter your e-mail address.

Your Online Bill Payment login will be activated. You can now proceed to log into the Online Bill Payment Service.

Q. How do I know if my enrollment was approved?

A. You will get a confirmation email from Suburban Propane.

Q. How do I update/delete my stored payment method in the Online Bill Payment Service?

A. To update your credit card or banking information you will click on the “Payment Method” link on the left hand side of the page. Click on the payment method you need to update. Enter in new information and click the “Update” button at the bottom of the page and then the “Submit” button. To delete the payment entirely just click on the “Delete” button at the bottom of the page and then the “Submit” button.

Q. How do I end a recurring payment?

A. Log into the Online Payment Service and click on the “Automatic Payment” link on the left hand side of the page, click on the “Rule ID” # and click on the delete button and then the submit button.

Q. How do I cancel a scheduled payment?

A. Log into the Online Payment Service and click on the “Payment Activity” link on the left hand side of the page. Find the payment you wish to delete. As long as the payment status is still “Scheduled” you can click on the Reference ID, then click the “Cancel Payment” button at the bottom of the screen and then click the “Submit” button. If the status is “Paid” you will need to reverse the payment.

Q. What if I forget my Password?

A. If you forget your password simply click on the “Forgot Your Password” link on the Login Page for Online Bill Payment. You will be asked to enter in your User ID and your account number or your email address. You will then be prompted to answer your hint question. Once you have correctly answered the hint question you will be asked to enter a new password.

Q. What if I forget my User ID?

A. If you forget your User ID simply click on the “Forgot My User ID” link on the Login Page for Online Bill Payment. You will be asked to enter in your account number and your email address associated with the User ID. Once you entered in the requested information your User ID will be emailed to you.

Q. How did I get locked out of the Online Bill Payment Service?

A. Two failed attempts while signing up for the Online Payment Service will cause you to be locked out of the Online Payment Service.

Q. What if I lock myself out of the Online Bill Payment Service?

A. If you lock yourself out of the Online Payment Service, you may send us an email at dcccsd@suburbanpropane.com or call us toll-free at 1-800-776-7263 Option #2. Please include your Suburban Propane account number in all correspondence. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Q. How do I change my Password?

A. You can change your user ID and Password by logging into the Online Payment Service, click on the “Login Information” link on the left hand side of the page, enter your current password, enter your new password and answer the security question. Then click on the update button at the bottom of the page.

Q. Can I view my Online Bill Payment Service payment history online?

A. You can view your payment history by logging into the Online Payment Service, click on the “Payment Activity” link on the left hand side of the page. Click on the Reference ID number to see the details of each individual payment.

Q. How can I remove myself from the Online Payment Service?

A. If In order to delete yourself from the Online Payment Service please contact us at dcccsd@suburbanpropane.com or call us toll-free at 1-800-776-7263 Option #2. Please include your Suburban Propane account number in all correspondence and state your wish to discontinue the service. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Q. How do I pay multiple accounts through the Online Bill Payment Service?

A. Once you register at least one of your Suburban Accounts you can add your additional accounts by clicking on the “Edit Account” link on the left hand side of the page, click on “Add Account” button and then click the “Submit” button.

Q. What are my obligations to help secure my transactions with Suburban Propane on the Online Bill Payment Service?

A. As more completely spelled out in the Terms and Conditions, you are responsible for not sharing your bank account information, bank routing number or your Suburban Propane account information. Furthermore, you need to make sure that you are using an appropriate browser. Be sure to close your browser immediately after your transaction(s).

One-Time Payment Service - Frequently Asked Questions

Q. What is a One-Time payment?

A. The “One –Time Payment” Service allows you to make a payment on your Suburban Propane account without storing your personal or financial information on line.

Q. How do I make an online payment using the One-Time Payment Service?

A. There are five basic steps involved in using the One-Time Payment Service to make online payments:

Enter your payment information: You will enter your Suburban Propane account number (xxxx-xxxxxx) and Zip Code as it appears on your invoice or statement.
Enter the amount you are paying (this amount can be different than the amount stated on your bill or statement), desired payment date and payment method.
Enter your e-mail address.
Enter your payment method information.
Review and click “Make a Payment”: You will be given an opportunity to review everything you've entered and change anything if necessary. Then you will submit the payment and receive your confirmation Reference ID.

You will need to enter this information each time you make a payment using the One-Time Payment Service. We recommend that you register for Suburban Propane’s Online Bill Payment service to avoid having to re-key this information each time you make a payment.

Q. How did I get locked out of the One-Time Payment Service?

A. Two failed login attempts will cause you to be locked out of the One-Time Payment Service.

Q. What if I lock myself out of the One-Time Payment Service?

A. If you lock yourself out of the One-Time Payment Service, you may send us an email at dcccsd@suburbanpropane.com or call us toll-free at 1-800-776-7263 Option #2. Please include your Suburban Propane account number in all correspondence. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Q. Can I view my One-Time Payment Service payment history online?

A. You cannot view your payment history online unless you register for the Online Payment Service. If you need this information you may send us an email at dcccsd@suburbanpropane.com or call us toll-free at 1-800-776-7263 Option #2. Please include your Suburban Propane account number in all correspondence. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).

Q. How do I pay multiple accounts through the One-Time Payment Service?

A. If you choose to make your payments through the One-Time Payment Service you must pay each account individually. If you would like to pay multiple accounts without having to re-enter your information each time please register for the Online Payment Service.

Q. What are my obligations to help secure my transactions with Suburban Propane on the One-Time Payment Service?

Q. Can I view my One-Time Payment balance or statement online?

A. Currently you cannot view your account balance or statement online. You can obtain this information by sending us an email at dcccsd@suburbanpropane.com or calling us toll-free at 1-800-776-7263 Option #2. Please include your Suburban Propane account number in all correspondence. Customer Service is available 8:00am to 7:00pm ET Monday-Friday (except for New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas).