CPS Energy offers you a variety of online account services. Your online account provides a convenient way for you to view and/or pay your utility bill; start, stop, and/or transfer service; make payment plans and update your account information. By managing and maintaining your account online, you agree to abide by the terms and conditions of this Usage Agreement.
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 or change your password if you believe your user ID and/or password have been compromised.
When you sign up for CPS Energy online services, you will no longer receive a paper bill and 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 “Manage Your Account,” log-in site. 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 by routinely logging on to your online account to check for your bill, notices and updates, and to keep your profile, e-mail and bank account information current.
Delinquent notices will be sent through regular postal mail only.
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. Cancelling your online account will not cancel any pending payments that are “Scheduled” or “In Process.” Pending payments will still be processed by the date requested. If you want to cancel pending payments at the time you cancel your online account enrollment, you must first cancel the pending payment(s) and then cancel your online enrollment. Payments that are in the “In Process,” status cannot be cancelled and will be processed by the date requested.
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, due to the fault of CPS Energy, 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. Cancellation of your online enrollment will not cancel any scheduled payments. Payments already scheduled will be processed and posted to your CPS Energy account(s) by the date requested.
CPS Energy reserves the right to cancel any scheduled payments if the bank has returned your previous payments and your utility account is listed as “Cash only.”
This online service will provide you with the ability to view the past 13 months of electronic bill displays.
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’ prior 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. If a deposit is required, you will also be notified via the telephone or email as to the amount required and the date due. 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’ prior notice to terminate your electric and natural gas service. If there is a deposit associated with your utility account, the deposit amount will be credited toward your 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’ prior 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 the old account, the deposit 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. 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 Profile 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
- Resume paper bill and discontinue e-mail notification of bill
This online service allows CPS Energy customers to request a payment plan that will allow you to take additional time to pay your monthly account balance. Not all accounts are eligible for payment plans such as accounts under special programs like the Budget Payment Plan or the AutoPay Program, etc. If an account is not eligible for a payment plan, the online service will advise you of this information.
If payment plan terms are not kept, the payment plan agreement will become null and void. Further, the account will be subject to collection activities and the account will become ineligible from further payment arrangements for six months.
The usage data in the graphs are based on the 15-minute interval data received on a nightly basis for your meter installed at your service location. Due to processing time, there can be up to a 48 hour delay in displaying this data. The sum of the hourly data for a day may not equal the daily usage, based on the timing of when the data is received. Please note that interval data is not used for billing purposes at this time and that data is subject to change based on CPS Energy established business rules. Please contact CPS Energy if you have questions about the data.
Should CPS Energy discontinue the Residential Manage Your Account service, you will receive 30 days prior notice by e-mail.
CPS Energy reserves the right to cancel any Residential Manage Your Account that has not been accessed by you for a 12 month consecutive period.
CPS Energy reserves the right to immediately cancel your online service account without notice for inappropriate use, including fraudulent activity on the online service.
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.
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 advising as such. CPS Energy will not be responsible for any electronic data transmission disruption, interference or 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.