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

To help protect our customers during the COVID-19 pandemic, SRP prevented your meter from disconnecting, even if you used more power than you purchased. When your meter runs out of credit and your power stays on, your account builds up debt. This is called accumulated debt.

For M-Power customers with accumulated debt, SRP will move this debt to a paydown balance so that it can be paid back over time.

If you’re signed up for M-Power eNotes, you will receive a notification when this debt is moved to your paydown balance. If you have a valid email address on file with us, you will receive an email the day before your account is returned to normal operations. As soon as this happens, you’ll need to make a payment to add credit to your meter to avoid disconnection.

What happens once my accumulated debt has been moved to a paydown balance?

You may have a paydown balance already. If so, any accumulated debt will be added to this balance. This total amount is known as your “Amount Owed to SRP” and can be found using the SRP M-Power® app or through My Account.

Paydown balance + accumulated debt = total amount owed to SRP

A percentage of your future purchases will go toward your paydown balance until it is paid in full. Your paydown percentage is based on your “Amount Owed to SRP.” If the amount is:  

  • Less than $500, 35% of future purchases will go toward paying this balance off.  
  • Between $500 and $1,000, 50% of future purchases will go toward paying this balance off.  
  • More than $1,000, 70% of future purchases will go toward paying this balance off — unless you receive our Economy Price Plan (EPP) monthly discount. For EPP customers, the paydown percentage will be capped at 50%.

If you have a balance of over $500 that falls below $500 as you make payments, your paydown percentage will drop to 35%. If you would like to lower your paydown balance faster, you can make payments by giving us a call. Lowering your balance can allow more of your purchases to go toward your meter. 

Making payments toward your paydown balance is easy.

When you make an energy purchase, a percentage will automatically be applied to your paydown balance and the remainder will go to your meter. You can easily make a purchase using the SRP M-Power app, through My Account, at one of our PayCenters or by calling us at (602) 236-8888. 

Remember, we’re here to help.

If you’re having trouble purchasing power for any reason, call (602) 236-8888. Our customer service representatives are available 24 hours a day and we have programs, partners and resource counselors ready to support you.  

Save $23 per month with the Economy Price Plan discount

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

See if you qualify for federal funds to pay your energy bill

SRP’s Customer Resource Counselors also work closely with community action agencies to assist customers with possible utility assistance as well as other critical needs, such as food. Call (602) 236-8888 today to speak with a resource counselor to see if you qualify. 

COVID-19 and M-Power FAQ

We know it’s important for our M-Power customers to be in control of their budgets. We’ve put together a list of some questions we’re hearing from customers during this trying time.

What is ‘accumulated debt?’ 

When your meter runs out of credit and your power stays on, your account accumulates, or builds up, debt. 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 display box and as a negative amount for your Power Remaining on the M-Power app.

Beginning Jan. 11, any accumulated debt will be automatically moved to a paydown balance. A paydown balance allows you to pay what you owe over time.

What is a ‘paydown balance?’

Sometimes M-Power customers may carry forward a portion of debt owed to SRP. This balance, called a paydown balance, will show on My Account and the SRP M-Power app as “Amount Owed to SRP.” This balance will get paid back over time through future purchases. 

A percentage of future purchases (outlined above) will go toward the paydown balance until it is paid in full.

What is an ‘advance?’

If you’re having trouble making a payment, you can request an advance. An advance is like a loan from SRP but with no interest or fees. 

The advance is added to your paydown balance and paid back over time. With each future purchase you make, a percentage of the purchase will go toward paying back your balance. 

How do I request an M-Power advance?

You can request an advance using the M-Power mobile app or by calling SRP at (602) 236-8888

To request an advance through the M-Power app: 

  1. Log in and tap the menu icon in the top left corner. 
  2. Tap “Request an advance” from the drop-down menu. 
  3. Review the Safety Statement and tap “Submit Request.” 

Always remember that we’re here to help

If you are having a hard time making a purchase for any reason, please let us know as quickly as possible. We can work with you to help avoid a worsening financial situation.  Our team is available anytime, day or night, at (602) 236-8888.

13 thoughts on “COVID-19 update: What M-Power customers need to know”

  1. SRP is the most reliable and offers outstanding customer service. They really put everybody else to shame. Thank you SRP for truly valuing people over profits.

  2. Maria del carmen santillan

    Le deje el meridor a mi hija y no sabia que debian tanto como puedo haser para que ella le pongan su propio medidor y la deuda que ella debe se me quite a mi

    1. Hi David, thank you for your question. There are a few factors to take into consideration before answering this question, so it’s best that you contact customer service at (602) 236-8888. They will make sure you’re taken care of.

    1. Breanna, there are a few factors that play into answering this. Please give customer service a call at (602) 236-8888. Thank you.

  3. Timothy Daugherty

    SRP Thank u so much for all your help. From management,associates,in the field to customer service 10 out of 10 over all rating thank u all in this time of need

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