Frequently Asked Questions

There are two places where you can view alerts related to your account on your MyUnitil dashboard.

1. Look for the flag on the right side in the top navigation bar - if the icon has a red number, that means there's an alert.

2. In the My Alerts section.

After logging into the MyUnitil mobile app or your MyUnitil account, click on the "Profile" tab located in the main menu. Then, select "Guest Access" located at the top of the page.

Select the account number.

Add the guest's email address.

Choose the access you would like to provide your guest under "Access Settings."

Select "Send Invite."

A gas leak is often recognized by sight, sound, or smell. Learn the signs of a gas leak.

Beginning August 1, 2024 Massachusetts electric customers began seeing a new line item on bills called the Net Metering Electric Surcharge (NMRS).

This is NOT a new charge or fee. Prior to 8/1/2024, the NMRS was included in the standard distribution rate on all customer bills. When the NMRS line item was created, the associated costs were also removed from the distribution rate and created no net effect on customer bills.

The NMRS pays for the credits and other energy costs associated with the excess energy generated by net metered customers. This charge ensures that net metering customers receive the energy credits they earn by adding excess renewable energy to the system, and that the rates as a whole continue to reflect the costs of operating the system safely and reliably.

This change was made to provide customers greater transparency as to all the different components of a typical bill. Learn more about net metering.

Through our NHSaves and Mass Save programs, we often host recycling events and provide year-round rebates when you choose to recycle your old and inefficient refrigerators, freezers, air conditioning units, air purifiers, and other appliances. 

Visit our rebates page or their designated websites to learn more and find current opportunities.

Schedule Z is a form for eligible Massachusetts customers to complete and submit in addition to the Interconnection Application to be considered for Net Metering. Learn more about the Steps to Interconnection.

Find the current Schedule Z form here.

Ensure We Have Your Correct Email: 

We use the email address currently on file for your account for our general and emergency communications. To check or update your email address, please call us at 1-888-301-7700.

Manage Your Email Preferences: 

Unitil sends email communications within a few systems. Continue reading for info on managing your general communications and emergency communications. Find step-by-step instructions to manage your account-specific notifications (e-bill, outage notifications, etc).

General Communications:

If you would like to customize the types of general communications you receive from Unitil, such as our e-newsletters, EV information, and events, please visit unitil.com/email. Follow the prompts to select the email topics you’re interested in and those you prefer not to receive. To opt out of a specific category, simply check the box labeled "Not Interested". After making your selections, click the "Update Profile" button to save your changes.

If you are not sure which lists to select, you may leave them blank, and we will attempt to send you only the content relevant to you. You may update these preferences at any time, but it may take a few emails cycles to take effect. 

Resubscribe to General Communications: 

If you previously opted out of all general emails, you may resubscribe at anytime by following the "Manage Your Email Preferences" directions above or by visiting unitil.com/resubscribe.

Resubscribe to Emergency Communications: 

If you've previously opted out of Unitil's emergency communication emails such as storm notices and gas event info, you can easily resubscribe at unitil.com/emergency-email.

You can opt into email notifications for payment confirmations, rejected payments, or canceled payments through the Notifications section of the website. Visit the My Profile section of the site, click on ‘Profile Contacts’.

Please note: when multiple accounts are paid in a single transaction, the notification subscriber will receive a single notification for each account paid.

Our Customer Service hours are 7:00 AM to 7:00 PM, Monday through Friday. However, you may call our automated system any time to make a payment, check your balance, or report your power outage toll-free at 1-888-301-7700.

Gas emergencies should be reported immediately to 911.

View our contact page to see a list of company holidays.

There are several reasons your power could be out (watch this video to learn more!). First, check your circuit breakers to see if any are in the “off” position. If they are all on, you can report your outage online or call 1-888-301-7700.