FAQs

I’ve never used propane before. What do I need to know? 

Appliances that use propane maximize energy efficiency, helping reduce costs and consumption in your home. Propane households operate much like any other home, with a few exceptions.

Propane is commonly used in appliances such as stoves, water heaters, dryers, and generators. Click here to learn more about all the ways propane can be used in your home.

A good place to start learning how to use propane is by reading our safety information, which covers the basics of how to store and use propane safely. You can also chat with us below or give us a call to speak with a Customer Service Professional at 888-337-7355. 

Does propane ever expire? 

The great thing about propane is that it lasts for years in a well-maintained tank. If stored properly, the “shelf life” of propane is indefinite.  

Can I use propane to heat appliances outside of my home? 

There are many uses for propane aside from heating and powering indoor appliances. Most commonly, propane is used for outdoor grilling, but you can also use it for outdoor kitchens, lighting, patio heaters, fire pits, and swimming pools. To learn more about all the ways you can use propane outside your home, click here. 

How do I light the pilot light on my appliances? 

Some things are best left to a professional, and that includes lighting the pilots on your propane appliances. Part of our ongoing safety commitment to our valued customers is discouraging them from do-it-yourself activities such as this. Please call your local Ferrellgas office or a qualified technician to re-light the pilot. 

How do I become a Ferrellgas customer?

Signing up with Ferrellgas is easy! First, connect with our team by filling out this form or calling our Customer Service Professionals at 888-337-7355. They will walk you through all of the onboarding steps and answer any questions you have.

How do I find my local Ferrellgas office?

We have hundreds of offices throughout the United States. Locate your local Ferrellgas office by clicking Find a Location.

What services does Ferrellgas offer?

Ferrellgas makes propane easy. As a customer, you have several flexible service and delivery options to choose from. Visit our Service Plans page to find the one that fits your needs.

What payment options are available?

We offer a number of flexible payment options. Learn more about these options here.

How do I sign up for a MyFerrellgas.com account? 

Signing up for your MyFerrellgas.com customer account is easy. Before getting started, make sure you have your account number and billing ZIP code handy. If you need help finding your account number, check your most recent billing statement. Sign up here and follow the instructions. 

How can I update my billing address, update my contact information, or check my account balance? 

Ferrellgas’ free online account management tool, MyFerrellgas.com, gives you the ability to manage your account information and check your balance. Best of all, you can easily access MyFerrellgas.com from your mobile device or tablet. If you need to update your information but prefer not to use MyFerrellgas.com, please contact our Customer Service Professionals at 888-337-7355 and we will be happy to assist you. 

I have a general question about my account. Who do I contact? 

If you have questions about your account, please reach out to a Customer Service Professional by calling 888-337-7355 or chat with us below. 

How do I get a copy of the Customer Agreement? 

When you become a customer, Ferrellgas provides a copy of our Customer Agreement along with important safety information. 

My Bill 

Is the ticket my driver leaves at the door my bill?

Your driver will leave a proof of delivery (POD) behind after every delivery. The POD confirms important delivery information, including the number of gallons delivered and the price. Ferrellgas will mail an invoice to you. Or, if you’ve signed up for Paperless Billing, we’ll deliver your invoice to you electronically.  

Why doesn’t anything happen when I click “Pay Bill”?

If nothing happens after you click "Pay Bill," your browser might be blocking the window from opening. Try enabling pop-ups in your browser settings or use a different browser to complete your payment. 

Why haven’t I received a billing statement?

Here are a few reasons you may not have received a statement: 

You are signed up for Paperless Billing 

If you are signed up for Paperless Billing, you will no longer receive a paper statement in the mail. Instead, you will receive an email notice when a statement is ready to view online. 

You have paid your balance 

If you paid your balance before the statement was generated, you will not receive a statement. Statements are only generated if you have a balance or credit greater than $5. 

My Statement  

Who can I call with questions about my statement?

Please reach out to our Customer Service Professionals at 888-337-7355 or chat with us below about any questions you have. 

How do I view previous statements?

To view previous statements: 

• Log in to your MyFerrellgas.com account.
• On the Account Summary page, click View All in the Statements box.
• Select the desired From and To dates.

Note: Statements older than 18 months may not be available online. 

What do I do if I can’t view my statement?

Pop-up blockers can prevent your statement from being displayed. Make sure your pop-up blocker is turned off or use a different browser to complete your payment. 

How will I be notified when my statement is ready if I'm signed up for Paperless Billing?

Ferrellgas will send you an email notification when your statement is available to view. The email will contain a link that will automatically direct you to our MyFerrellgas.com site. 

Do I still get paper statements mailed to me if I am signed up for MyFerrellgas.com?

Signing up for MyFerrellgas.com will not change your billing notifications. If you would like to receive digital statements instead of paper statements, please sign up for Paperless Billing.

How do I pay my bill?

Online Payments: Paying your Ferrellgas bill is a simple and convenient process that can be completed online through MyFerrellgas.com, our easy-to-use account management portal. Begin by logging in to MyFerrellgas.com or registering for an account. If registering for the first time, you’ll need your account number handy, which you can find at the top of your billing statement. Once you’ve successfully logged in, navigate to the Billing section on the main page to find your current balance. You can select the Pay Center button and complete the steps listed to either make a one-time payment or enroll in AutoPay.* 
 
*If you would like to apply for credit approval, please give us a call at 888-337-7355 to speak with a Customer Service Professional. 
 
Other Payment Options: While we encourage all our customers to take advantage of the convenient payment method of MyFerrellgas.com, we do offer other payment options. You can choose to pay your propane bill by phone at 866-606-3266, with a credit or debit card, or by mail via check. You can learn about all those choices on our Payment Options page. 

Can I set up Automatic Payments?

Yes, Ferrellgas offers a convenient automatic payment option. To sign up, select the AutoPay option on the Pay Bill page of your MyFerrellgas.com account.  

You must be credit-approved to take advantage of this payment option. If you would like to apply for credit approval, please give us a call at 888-337-7355 to speak with a Customer Service Professional. 

For more information about automatic payments and our other payment options, please review our Propane Payment Options. 

Why isn’t my payment showing on my account yet? 

New payments can take two business days before they are posted to your account. If it has been more than three days since you entered your payment and it is still not reflected in your account balance, please contact our Customer Service Professionals at 888-337-7355 or chat with us below. 

How do I sign up for Paperless Billing?

You can sign up for Paperless Billing by following these steps: 

• Log in to your MyFerrellgas.com account.
• On Account Summary page, move the Paperless Billing slider to the right. The slider will state "Paperless Billing On".

How do I turn on Paperless Billing for multiple accounts? 

You will need to turn Paperless Billing on for each account individually. On the Account Summary page, move the Paperless Billing slider to the right. The slider will state "Paperless Billing On". 

What payment options are available?

We offer a number of flexible payment options. Learn more about these options here. 

Why do I have to pay my bill before receiving my delivery when you don't know how much propane is needed to fill my tank? 

If you have Pay In Advance payment terms, you need to pay your bill prior to Ferrellgas making your delivery. This can be done either over the phone, by chat, or through your MyFerrellgas.com customer portal. Through our estimated tank percentage on your account, we can accurately predict a specific number of gallons to be delivered. If your payment exceeds the delivery, a credit will remain on your account or be refunded. If the amount is less than the collected payment, you will be billed for the difference. 

Why did my Budget Billing payment change?

Your budget billing payment may change due to semi-annual recalculations. Colder temperatures can increase your propane usage, which means more gallons are needed, leading to an adjustment in your Budget Billing price. Weather conditions or pricing fluctuations can cause your new monthly payment to increase or decrease. For more details, please visit our Budget Billing page. 

I noticed that I have a credit balance on my account. Can I use this credit toward my Budget Billing payments?

Budget Billing is designed to help you pay toward your actual annual charges over 12-months. Because your actual charges are spread across a 12-month period, there are times throughout the year when you may use less propane. As a result, credits may accrue during this time. However, the credit will be absorbed during the months when you use more propane. If a credit balance is available at your anniversary or 6-month recalculation, then it will be rolled into your new monthly payment, which may be reduced. Credits cannot be used toward the monthly payment amount. For more information, please visit our Budget Billing page. 

If I am on Budget Billing, why do I have to pay you even when I don’t owe anything?

Budget Billing evenly spreads your propane costs throughout the year. With Budget Billing, you build up credits in low usage months, then apply that credit in higher usage months when you balance is higher. For more information, please visit our Budget Billing page.

What is Budget Billing? 

Budget Billing is a payment option that allows you to enjoy the convenience of knowing the amount of your next propane bill. Payments can be spread out over a 12-month period.  

How is my monthly Budget Billing payment calculated? 

Monthly payments are based on the higher of either your actual propane charges for the past 12 months, or the average of the previous two years, whichever is more conservative.  

We are happy to discuss your propane use and available pricing options throughout the year. For more information, please contact our Customer Service Specialist at 888-337-7355. 

Will I be notified of changes to my monthly Budget Billing payment? 

You will be notified of the new monthly payment amount on your billing statement one month prior to the change. For more information, please visit our Budget Billing page. 

How does Ferrell Platinum Plus (my buying agreement contract) impact my monthly payment? 

If a new qualifying Buying Agreement is activated, and the previous payment was based on market, the payment amount will be recalculated one day following activation. The next statement will reflect the new payment amount. The Budget Bill month will also be modified to the current month. Here are a couple of additional things to keep in mind: 

• If a fixed or capped Buying Agreement was used in the previous payment calculation, then the payment will not be recalculated again until the annual month is reached. The payment amount will be held constant for a full year. 

• If a Buying Agreement is not used in the previous calculation, then the Customer’s payment amount will be recalculated in 6 months. 

Is there a “settle up” or settlement period? 

As a Budget Billing customer, you are automatically re-enrolled in the program every year. As a result, there is no settle-up period. Any debit or credit balances are rolled into the new monthly payment amount calculation. A credit amount may reduce your monthly payment amount for the coming year, while a debit may increase your monthly payment amount. 

Can I be removed from Budget Billing? 

To remain on Budget Billing, you must make timely monthly payments. If any portion of your bill is 60 days past due, you will be removed from the program. However, if you bring your account current before reaching 60 days overdue, you will remain enrolled in Budget Billing. 

Can I re-enroll in Budget Billing? 

If you are removed from Budget Billing for failure to pay, you may once again be eligible for re-enrollment after an updated credit approval process. If you elect to cancel Budget Billing, you may re-enroll six months after cancellation (you may be required to update your credit information). Please note that you will have a new anniversary date and monthly payment amount after re-enrollment.  

What is Paperless Billing? 

Paperless Billing lets you view your statements and make payments online. You will no longer receive statements in the mail. Instead, you will receive an email when your statement is ready to view online. 

Is there a cost to participate in Paperless Billing? 

Ferrellgas' Paperless Billing is a free service. 

How will I be notified when my statement is available to view? 

Ferrellgas will send you an email when your statement is available to view. The email will contain a link that will automatically direct you to our MyFerrellgas.com site. 

Will my online statement contain the same information as my paper bill? 

Yes. The online statement will contain the same information as your paper statement. 

What if I want to go back to receiving paper bills? 

If you decide you want paper bills mailed to your home again, you can make this change at any time.  

Can I lock in my rate for the winter?

In certain parts of the country, we offer what’s known as our Ferrell Platinum Plus price-protection program. To learn more about this program, click here, chat with us below, or give us a call. 

What is a tank rental charge?

When you rent a tank, Ferrellgas assumes responsibility for equipment upkeep and maintenance of your propane system, including tank painting and the replacement of first-stage regulators. A nominal tank rental fee helps us ensure that your propane system remains in excellent working condition. 

Why do you charge a HAZMAT fee?

Safety is a part of everything we do at Ferrellgas. We charge a HAZMAT fee to help us cover the costs of ensuring the safety of our customers and employees. These measures include policies, procedures, training, and equipment covering everything from our customers’ propane systems to our own facility and vehicle operations.

How does the fuel surcharge fee work?

Like you, we are affected by fluctuations in the cost of gasoline and diesel at the pumps. Since the majority of our fleet operates on diesel fuel, Ferrellgas uses a standard fuel surcharge fee. This fee is based on a rounded average of the U.S. on-highway average price for a gallon of diesel fuel. This method closely links fuel surcharges to current fuel prices and adjusts quickly to changes up or down in fuel prices.

Can you explain the fees you charge for your propane service? 

As detailed in Ferrellgas’ Customer Agreement for Propane Sales and Equipment Rental, we reserve the right to charge up to and including the maximum fees shown in the current charges section of the agreement. These fees are not government-imposed and are set by Ferrellgas at its discretion. However, not all fees may be applicable to you, depending on your service level and location. Hourly rates vary by geographic region. All fees can vary among our locations but will not exceed the maximum charge listed. Contact us by chatting with us below or giving us a call at 888-337-7355 to speak with a Customer Service Professional for the amount of these fees in your service area. 

What factors influence the price of propane? 

Propane prices vary by time of year and your location. A great starting point for understanding the current price of propane in your area is our online pricing tool. Read more about the factors that affect pricing here. 

What size tank should I get?

The recommended tank size depends on several factors, including usage and location. To determine what size is right for you, please talk to a Customer Service Professional by chatting below or calling 888-337-7355. Learn more about the various propane tank sizes here.

How far can my tank be set from my driveway? 

A number of factors are considered when deciding where to set a tank, including local building and safety codes. Generally, propane tanks should be within 100 feet of delivery vehicle access. Please chat with us below or call our Customer Service Professionals at 888-337-7355 for more details.

How do I read the gauge on my tank? 

The gauge will usually be located under the hood on the top of your tank. Simply lift the hood (be careful when opening the lid, as insects sometimes nest there) and find the dial with numbers. Those numbers indicate the percentage of propane in your tank.

If you need to request a delivery, please request your delivery at least seven (7) business days prior to the date you anticipate needing propane, or when your tank reaches 30%.

How do I maintain my tank?

Ferrellgas is proud to keep your leased tank and propane system in working order. If you own your tank, Ensure the area within 10 feet of your tank is free from any and all obstructions. Do not use the area immediately around your tank for storage. These precautions will help ensure your safety and provide your Ferrellgas driver with access to your tank.

I own my own tank and I want to paint it. What color can I use? 

Approved tank colors vary from state to state, but in general, you should pick a light, reflective color. DO NOT pick a dark color. Dark colors retain heat. Heat can cause excess pressure to build in the tank, causing the relief valve to discharge. Also, be sure that you do not paint tank valves, caps, regulators, or data plates.

Can I lock my tank dome cover?

No. The emergency valve for shutting off the system is under the dome cover. Dome covers should NEVER be locked. They are designed to protect valves and fittings from the elements. Check out these additional safety recommendations.

Can I bury my propane tank? 

Installation of an underground propane tank is a job only for trained installation technicians. Please contact us by chatting below or giving us a call at 888-337-7355 for more details. 

What is an anode bag for an underground tank? 

Underground propane tanks are subject to electrolysis and need to be protected to avoid the deteriorating effect that results. To protect a tank from electrolysis, an anode bag is attached by wire to the tank and placed in the hole with the tank before it is covered with backfill. An anode bag is a magnesium or zinc rod enclosed in a cloth bag with a moistening agent; it absorbs the electrical currents in the earth that would have ordinarily targeted the tank, resulting in damage to the container. In short, the sacrificial anode bag acts as a “decoy” for the damaging currents that can harm a tank in an underground environment. 

How do I place an order for a propane delivery? 

The easiest way to place your propane order is through your MyFerrellgas.com customer account. You can also place an order by chatting with us below or by giving us a call at 888-337-7355. 

How soon will my propane delivery arrive? 

When you place an order, you will be told the approximate date of delivery. We ask that you call us no less than seven (7) business days prior to the date you anticipate needing propane, or when your tank reaches 30 percent. Please do not wait until your propane supply is less than 30 percent to request propane service. Customers who sign up for a free MyFerrellgas.com account can also view their delivery information. Please note that during certain weather conditions outside the control of Ferrellgas, delivery periods may be extended. 

When should I request my delivery? 

If you have chosen our Will Call service, we will not deliver propane until you call and request a delivery. We ask that you call us no less than seven (7) business days prior to the date you anticipate needing propane, or when your tank reaches 30 percent.  

Do You Provide Rush or Expedited Deliveries? 

We strive to meet your delivery needs, but we can't always accommodate rush or expedited deliveries. If you call with less than seven business days' notice or when your tank level is below 30%, we may not be able to meet your schedule.  

If we are able to expedite your delivery, additional delivery charges may apply, as detailed in the Current Charges List of the Ferrellgas Customer Agreement For Propane Sales & Equipment Rental. Additionally, certain weather conditions outside of our control may extend delivery periods. 

Our Customer Service Professionals are happy to see if we can accommodate your request. Please call 888-337-7355 to request your expedited delivery. 

What if I want Ferrellgas to digitally monitor and fill my tank? 

Our Auto Fill program is the perfect solution if you'd like us to automatically request your propane delivery. Adding digital tank monitoring allows you to know exactly how much propane is in your tank anytime, anywhere by logging into your MyFerrellgas.com account. Find out if you qualify for these programs by chatting with us below or giving us a call at 888-337-7355. 

I just received a delivery. Why isn’t my tank 100 percent full? 

Propane expands when it’s hot outside. It creates pressure that can build in your propane tank. That’s why we will never fill your propane tank to 100%. We’re committed to keeping our customers, our employees, and the members of the communities we serve safe. 

Do I have to be home when my delivery arrives? 

As long as our driver can get to your tank to fill it, you do not need to be home during your delivery. This includes making sure there’s a clear path to your tank, unlocking any gates, ensuring the area around the tank is free of brush and debris, and either putting pets inside, or securing them so we can safely deliver your propane without interruption. 

Can I request a call from my driver before he makes a delivery? 

Various laws regulate the use of mobile phones and other electronics by motorists. For the safety of our drivers and other motorists on the road, we do not encourage the use of electronics while making deliveries. 

I see your truck in my neighborhood. Why can’t they fill my tank? 

Our delivery routes are planned based on order dates and the amount of propane being delivered. This ensures we can serve customers who were previously scheduled on the route. As a result, we may not be able to accommodate additional deliveries even if our truck is in your neighborhood. 

What do I do if I can’t request a delivery on MyFerrellgas.com? 

We are sorry you are having an issue with our Place Order feature. Please clear your cookies and cache in your browser and try again. If you are still having trouble, please reach out to our Customer Service Professionals at 888-337-7355 or chat with us below about any questions you have.

I didn’t receive an email confirming my delivery request, what should I do? 

Most users receive their delivery confirmation within 15 minutes. However, on occasion, this can take longer. If you have waited more than an hour, please perform the following steps: 

• Make sure the email didn’t end up in your junk, bulk, or spam email folder.
• Confirm that the email address linked to your MyFerrellgas.com profile is correct.
• Log in to your MyFerrellgas.com account.
• Verify your email address is correct. If your email is incorrect, enter and verify your new email address.
• Click Update

What should I do if I smell gas?

At Ferrellgas, the safety of our customers, employees, and members of the communities we serve is our top priority. If you smell gas inside or outside of your home: 

• NO FLAMES OR SPARKS. Immediately put out all smoking materials and other open flames. Do not operate lights, appliances, telephones, or cell phones. Flames or sparks from these sources can trigger an explosion or a fire. 

• LEAVE THE AREA IMMEDIATELY. Get everyone out of the building or area where you suspect gas is leaking. 

• SHUT OFF THE GAS. Turn off the main gas supply valve on your propane tank if it is safe to do so. To close the valve, turn it to the right (clockwise). 

• REPORT THE LEAK. Call our Customer Service Professionals at 888-337-7355 to report the leak from a neighbor’s home or other building away from the gas leak. If you can’t reach Ferrellgas, call 911 or your local fire department. 

• DO NOT RETURN TO THE BUILDING OR AREA until Ferrellgas or your local fire department determines that it is safe to do so. 

• GET YOUR SYSTEM CHECKED. Before you attempt to use any of your propane appliances, your propane retailer or a qualified service technician must check your entire system to ensure that it is leak-free. 

Should I install a carbon monoxide or propane gas detector? What kind do you recommend? 

We recommend that a carbon monoxide (CO) detector listed by Underwriters Laboratories (UL) be installed on every level of your home. Be sure to always follow the manufacturer’s instructions regarding installation, location, and maintenance. 

Propane gas detectors provide an additional measure of security. We recommend that you consider installing one or more propane gas detectors listed by UL in your home. Again, be sure to follow the manufacturer’s instructions regarding installation, location, and maintenance. 

How can I prepare my propane system for a weather-related emergency? 

If you’re expecting severe weather, check out these safety recommendations. 

Can I use my barbecue grill to keep my house warm if my power goes out? 

NEVER use outdoor propane appliances (including patio heaters, barbecue grills, and portable generators) indoors or in enclosed areas. This can result in carbon monoxide poisoning or death. Only use appliances that are designed and approved for indoor heating use. Check out these additional safety recommendations. 

What should I do if I haven't received a confirmation email after registering? 

Adding answers from fix problems with your email address.

Most new users receive their registration confirmation within fifteen minutes. However, on occasion, this can take longer. If you have waited more than an hour, please perform the following steps.

• Make sure the email didn’t end up in your junk, bulk, or spam folder.
• If you do not find it, you can either register with a different email address or add [email protected] to your safe senders list. Refer to your email provider's documentation for instructions. 
• Re-register with Customer Connection. You will need to pick a new User ID.  

Still having trouble receiving your confirmation email? 

If you are still having difficulty or if you do not have an alternate email address, you can request to have your account manually confirmed by speaking with a Customer Service Professional at 888-337-7355

*Please type 'Manual Confirmation' and include your Ferrellgas account number and email address so we can process your request. Allow 1-2 business days for your request to be processed. 

Why do I get the message, “Your Ferrellgas account is not a Bill-to account?”  

When you completed the registration process, you provided a Ferrellgas account ID. This account ID is not set up as a "Bill-to" account in our system. This means there is another account in our system set up to receive statements and pay bills for your deliveries and services. This Bill-to account ID can be found in the upper-right corner of your statement.

How do I find or change my User Id, password, or email? 

Change your password 

You can change your password for security reasons or reset it if you have forgotten it. 

• On the left blue bar, click Forgot Login. 
• Click Forgot Password. 
• Enter your Account Number and Username.
• Click Next.
• Answer one of your security questions.
• Click Next.
• Enter your new password and click the Reset Password button

Your password has been changed and now you can log into MyFerrellgas.com with your user id and new password.

Retrieve your User ID 

To retrieve your User ID you can use the Forgot Login feature and follow these steps. 

• Click Forgot Login.
• Enter your Account Number and Billing Zip Code. Your User ID will be sent to the email address saved in your profile.

Change your User ID 

To change your User ID, follow these steps:

• Log in with your current User ID and Password.
• Click the Profile button.
• Enter and confirm your new User ID.
• Click Update Username.

Change your email address 

To change your email address:

• Log in to your MyFerrellgas.com account.
• Click the Profile button. 
• Enter your new email address in the Email Address and Verify Email Address field.