Heading to a mobile device & desktop near you
We're transforming our technology from the ground up to provide you with a fantastic customer experience along with enhanced security and a fresh look to MyAccount and our Mobile App. We look forward to showing you what it’s all about!
Launching Monday, May 3, 2021
We’ll continue to update this page as we work toward launching our new system. In the meantime, please check back here regularly.
General System Information
Why are you changing to a new system?
For years, we’ve taken pride in providing you with clean and affordable natural gas service. Now, we’re rebuilding our technology to deliver you an exceptional MyAccount and mobile experience. With these exciting enhancements, we're able to offer you an easier way to manage your account and increased security for your personal information.
When are you switching over?
Monday, May 3, is the big day. We’re so excited that we’re literally rallying around a countdown clock!
What can I expect while the change is happening?
Throughout the change, you’ll be able to see all of your account information. However, beginning the night of Thursday, April 29, MyAccount and the mobile app won’t be able to process any transactions until the change is complete. Similarly, you'll be able to access your account information using our automated phone system during this time, but our call center will only be able to complete a limited range of transactions.
How will my experience be different going forward?
For starters, you're going to have access to some really cool new features! One we think you’ll especially love is giving an additional user access to balance and payment information, helping save you time managing your account.
You're also going to save time when calling us! After the new system launches, we'll be able to update information on all your accounts at once. Need to wrap up requests that same day? We've got you covered there as well with lightning-fast emails from our call center!
We’re improving MyAccount and our mobile app to make managing your account even easier. Looking to view or export your gas usage or billing history? No problem. How about comparing your usage to the prior year, linking multiple accounts or saving credit and debit card payment information? Done! We've even gone a step further, making sure you can schedule a payment extension or arrangement as needed.
Where can I see a breakdown of everything that’s changing?
Residential customers can view a breakdown of changes that may impact them here — and see what isn't changing here. We've also created a separate list for agencies.
Will I need to do anything different to access my account?
You’re going to get a new account number, but you’ll still be able to use your old one to access your account through swgas.com and our automated phone system. Your MyAccount and mobile app login will also stay the same unless you've listed multiple emails. For accounts with multiple emails, only the two most recently used will remain active.
What else do I need to know?
There are a lot of changes happening, and we'll continue to communicate what those changes are, so please watch for everything coming your way! We’ll be adding messages to your bill and sending letters or emails that explain any changes in how we service your account. Please keep checking back here for additional FAQs and updates, as well as some great tools to help you navigate the new system.
Payment-Related Information
I’m on an Automatic Payment Plan (APP). Will that transfer over?
Your Automatic Payment Plan will transfer over — you don’t need to do anything. We’ve got you covered. If you’re not currently enrolled in APP, now is a great time. Get started today by logging into MyAccount and clicking the Automatic Payment Plan icon.
I make recurring payments from my credit card. Will those transfer over?
Here’s where we’ll need your help. If you’re currently making recurring payments using a debit or credit card, these payments will not transfer over. Recurring payments can only be made through your checking account. We can automatically draft payments from your checking account each month through our Automatic Payment Plan. Get started today by logging into MyAccount and clicking the Automatic Payment Plan icon.
Can I still make payments with my debit or credit card?
Absolutely. You can still easily make one-time payments through a debit or credit card at swgas.com, by logging into MyAccount or through our automated phone system.
Customer Programs
Will I be able to keep my Equal Payment Plan (EPP)?
If you’re currently enrolled in Equal Payment Plan, your payments will stay the same based on the program guidelines.
I’m enrolled in CARE/LIRA. Does that discount still get applied?
Both California Alternate Rates for Energy (CARE) and Low Income Ratepayer Assistance (LIRA) will stay on your account. To ensure you remain enrolled in the program going forward, please refer to the CARE and LIRA program requirements.
The New Mobile App
Is anything changing in the Mobile App?
Yes. Customers can expect a more seamless experience between the Southwest Gas mobile app and the new MyAccount. The new mobile app will have a brand-new look and updated features including ability to view more detailed usage information.
What's Changing
You may be wondering about how this will impact you. No worries, we’ll let you know exactly what to expect in the new experience
What's Staying the Same
Exciting changes are coming your way with our new system, but some things will not change, such as your payment programs like Automatic Payment Plan (APP) and Equal Payment Plan (EPP).
Agency Portal Changes
Utility Assistance agencies will migrate to our new online MyPledge portal loaded with new features and helpful tools to manage customer accounts and make pledges.
