COVID-19: What M-Power customers need to know

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Due to the COVID-19 pandemic, SRP will not turn customers’ power off for non-payment. This includes M-Power customers.

We understand you may be feeling concerned, and we want to give you the peace of mind to focus on the wellbeing of your family without worrying about disruption in your electric service.

Even though we aren’t turning your power off for non-payment during this time, customers will continue to be charged for the electricity they use. Please continue to check your M-Power Box and use the mobile app to make regular purchases if possible, to avoid accumulating debt.

FAQs about COVID-10 and M-Power

We also know that it’s important to those on the M-Power Price Plan to have control of their budgets. We’ve put together a guide of the most common questions we’re hearing from customers during this trying time.

What happens if I stop making M-Power purchases while SRP has stopped disconnections?

Even though we aren’t turning power off for non-payment during this time, customers will continue to be charged for the electricity they use. If you are able to, you should continue to make purchases to keep credit on the meter during this time. If any power is used after the credit on the meter runs out, the cost for this power will be shown as “Accumulated Debt” on the M-Power Box.

What is “accumulated debt?”

Accumulated debt is any usage registered on your meter after your credit has run out and power remains on. This is the amount of power you have used but have not yet paid for. This amount will be shown as “Accumulated Debt” on the M-Power Box.

To keep you informed during this pandemic, we will send all customers with an email on file a weekly summary of accumulated debt, if you have any.

When the normal rules of M-Power take effect in the future, customers can either pay the accumulated debt in full or request an advance to cover the accumulated debt so that it can be paid down over time as part of the paydown balance.

If you do not request an advance, all purchases will be applied toward your accumulated debt before any credit is added to your meter. For example, if your M-Power box shows an accumulated debt of $5, and you load $20 to your meter, your meter credit will be $15.

What is an M-Power advance?

An advance is money that SRP lends to customers. Advances can be applied to your meter credit or accumulated debt balance. You pay advances back to SRP automatically over time through future purchases. With each future purchase you make, 35% of the purchase will go toward paying back the advance.

You can request this temporary assistance using the M-Power mobile app or by calling SRP at (602) 236-8888.

How do I request an advance through the M-Power app?

  • Log in and tap the menu icon in the top left corner.
  • Tap “Request an advance” from the dropdown of options.
  • Review the Safety Statement and tap the “Submit Request” button.

What is a paydown balance?

The Paydown balance is the current balance owed on your M-Power account. With each future purchase you make, 35% of the purchase will go toward paying down the balance until it is paid in full.

Save $23 per month with the Economy Price Plan

SRP’s Economy Price Plan is offered year-round, but we want to make sure you know about it now. If you qualify, we put a $23 credit on your box each month.

Depending on how many people live in your home and how much everyone earns, you may qualify for this monthly discount. See if you qualify.

Always remember, we’re here to help

If you are having a hard time paying your electric bill for any reason, please let us know as quickly as possible. We can work with you to avoid a worsening financial situation.

Our team is available 24/7 at (602) 236-8888.

SRPconnect

SRPconnect

For more than a century, SRP has provided reliable, affordable water and power to more than 2 million people in central Arizona. As a community-based not-for-profit water and energy company, SRP acts in the best interest of the people it serves and strives to help build a better future for Arizona.

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