• E-mail notification when the bill is available
• Electronic bill display
• Online bill payment
• Online viewing of billing statement of account for the last 13 months
• Start, stop, or transfer service
• Request payment plans
• Update mailing address
• Update Phone Number
• Update My Online Profile

Your online account may be modified in part or discontinued by CPS Energy at any time, including revising or updating the application form or terms of use and the services being offered. Should your online account be modified or discontinued, you will receive 30 days notice by e-mail and your online account will be subject to any modifications until you terminate your enrollment.

To enroll in CPS Energy online services, you must provide your CPS Energy account number, service address, and personal identification in the form of either a driver’s license number or Social Security Number. After CPS Energy receives your enrollment information, a temporary password will be e-mailed to you. The first time you log in to your online account, you will be asked to change this temporary password. You are solely responsible for the confidentiality and use of your User ID and password and for the transactions accomplished through the use of your password. It is your responsibility to update your online account information immediately upon any changes to the information.

 

When you sign up for CPS Energy online services, you will no longer receive a paper bill and corresponding informational inserts in the mail. Instead, you will receive an e-mail notification that your bill is ready for viewing and a link to your bill will be provided in e-mail. Informational inserts about other CPS Energy products and services may be provided by separate e-mail. If you would like to resume receiving a paper bill and informational inserts by mail, you may update your online account profile.

It is your responsibility to check for the delivery of your monthly bill, to routinely log on to your online account to check for notices and updates, and to keep your e-mail and bank account information current.

If you do not receive your e-mail notification, contact CPS Energy immediately at (210) 353-2222. Failure to receive e-mail notification will not delay the due date of your bill and you will still be responsible for timely payment of your bill.

You may cancel your online enrollment at any time by selecting the checkbox “Remove this Account” from My Online profile or by calling CPS Energy Customer Service at (210) 353-2222.  Cancellation of your online account enrollment will be processed immediately.  Any pending payments will be canceled. However, payments that are “In Process” cannot be cancelled. 

You may use your online account to pay your CPS Energy utility bill using your personal or business checking or savings accounts. By paying your utility bill through your online account, you are authorizing CPS Energy to make a withdrawal from your bank account, in the dollar value entered by you in your payment instructions, through the Automated Clearing House (ACH) Network. If your financial institution does not honor a withdrawal for any reason, including insufficient funds, incorrect account number or using a closed account, CPS Energy may charge your utility account applicable return item fees and/or late payment fees in accordance with the CPS Energy Rules and Regulations.

In the event an incorrect amount of funds is debited from your bank account, CPS Energy will be responsible for correcting and returning the improperly debited funds to your bank account, and, if applicable, for any incurred charges directly relating to improperly debited funds.

By using your online account, your payment will be posted to your CPS Energy utility account the day you specify it to be paid if that payment is made on or before 3 p.m. Central Standard Time (CST) on a CPS Energy business day. Payments may be scheduled up to 60 days in advance. You may have up to 5 scheduled payments pending at any one time.

If you have selected to store your bank information as part of your online account, only the last four digits on your Routing/Transit Number and Account Number will be displayed.

NOTE: It may take a few days for your bank account to reflect CPS Energy’s withdrawal of the payment amount.

You may cancel scheduled payments online up to 24 hours prior to the payment date. Once a payment is listed as “In Process,” it cannot be cancelled through your online account. Scheduled payments will be cancelled automatically if you terminate your online account enrollment. Scheduled payments may also be cancelled if the bank has returned your previous payments and your utility account is listed as “Cash only.”

CPS Energy can start electric or natural gas service at an existing residence in San Antonio or surrounding area. CPS Energy requires two business days notification for all new electric or natural gas accounts. A deposit may be required to establish new service.  CPS Energy will contact you by telephone or email if additional information is required for your request. Otherwise, you may expect an email notification on the day of service requested. New electric or natural gas service requests can be processed no more than 30 days in advance. New service cannot be established on weekends or CPS Energy holidays.

CPS Energy requires at least two business days’ notice to terminate your electric and natural gas service. If a deposit is associated with the utility account, the deposit amount will be credited toward the final bill balance. Termination of service cannot be processed more than 30 days in advance. Termination of electric or natural gas services cannot be scheduled for weekends or CPS Energy holidays.

A transfer is the termination of service at one address and the start of service at a new address. Transfers require at least two business days advance notice. Based on service termination date and the start service date, a new account may be assigned to the new service address. If a deposit is associated with account, the deposit amount will be transferred to the new service account.

CPS Energy will contact you by telephone or email if additional information is required for your request. Otherwise, you may expect an email notification on the day of service requested. Transfer requests can be processed no more than 30 days in advance. Transfers cannot be scheduled for weekends or CPS Energy holidays.

You may use your Online Account to update a mailing address for a specific account.

You may use your Online Account to update your phone number of record. All accounts require a primary phone number. Updates to the primary phone number will apply to all active accounts.

You may use your Online Account to update the following information:

• Email address
• Online password
• Secret question
• Secret answer
• Add an account, account must be active and in your name.
• Remove Account from online profile
  

CPS Energy allows customers to request additional time to pay monthly account balance. Payment plans are based on the status of account. Not all accounts are eligible for payment plans. Accounts under special programs are not eligible.

If payment plan terms are not kept, account will become ineligible from further payment arrangements for six months.

CPS Energy will store and protect your online account information in the same manner other personal customer information is stored and protected. Disclosure of this information shall only be made when CPS Energy is required to disclose it by law. CPS Energy will not be responsible for any electronic data transmission errors resulting from a cause over which it does not have direct control, including, but not limited to, failure of electronic or mechanical equipment or communication lines, telephone or other interconnect problems, computer viruses, unauthorized access, password misuse or misappropriation or user errors.

Your online account is available 24 hours a day, seven days a week, with the exception of time required for periodic system maintenance. In the event of a temporary system outage, a notification will be displayed on the CPS Energy Web site.