Residential FAQs

  • How do I contact Alabama Power?

    Our customer service representatives are available to assist you 24 hours a day, 7 days a week. Visit our Contact Customer Service page for more information.

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  • How do I transfer electric service to another address within Alabama Power's service area?

    You can begin the process of getting your electric service transferred on our Electric Service Requests page.

    You will need the following information to request a transfer:

    Information from your current location:
    - Your Account Number from your bill
    - Your Web Access Code (located on your bill), or social security number/tax ID number
    - The effective date you would like service to be turned off at your current residence

    Information about your new address:
    - Service address (where the power is to be turned on)
    - County, Lot, and Neighborhood information (if the home is new)
    - Home phone
    - Alternate phone number (work, etc.)
    - Authorized adult name
    - Employment
    - Emergency contact (name, phone number, and relationship)
    - Email address
    - Mailing address (if different than service address )
    - Effective date you would like service to be turned on (Monday through Friday )
    - Descriptions of any access problems such as locked gates, dogs, etc.

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  • How do I get my power turned off (disconnected)?

    You can begin the disconnect process on our Electric Service Requests page.

    You will need the following information to request a disconnection of your power service:
    - Your Account Number from your bill
    - Your Web Access Code located on the bill, social security number/taxID, or email address
    - The date you would like service to be turned off
    - The address where you would like us to mail your final bill

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  • How do I get my power turned on?

    You can apply for electric service online You will need to provide us with the following information to apply for service. You will need to provide us with the following information to apply for service:
    - Your name
    - Service address (where the power is to be turned on)
    - County, Lot, and Neighborhood information (if the home is new)
    - Home phone
    - Alternate phone number (work, etc.)
    - Social Security Number (of the primary account holder)
    - Spouse or roommate name (if applicable)
    - Mailing address (if different than service address)
    - Effective date you would like service to be turned on (Monday through Friday)
    - Temporary contact information for us to use during the installation process
    - Descriptions of any access problems such as locked gates, dogs, etc.

    We can connect your electric service Monday through Friday (service connection is not available on weekends). If you submit your order by midnight, it will be eligible to be connected the next day (unless it’s a Friday, Saturday or Sunday, then it will be eligible to be connected the following Monday). Please note that we will not be able to provide next day service for new service requests requiring installation or other construction work (digging, etc.).

    You can begin the process to get your electric service started on our Electric Service Requests.

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  • Do I have to pay a deposit when I apply for new service?

    We determine whether a deposit is necessary by performing a credit check through Equifax. If you have not yet established credit with us, you may be required to pay a security deposit. If you are required to pay a deposit on your residential account, you are eligible for a refund once you make the payments on time for 12 consecutive months. The refund will consist of the deposit amount and the interest acquired over the 12 months. The refund will be applied as a credit to your account.

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  • How is the amount of my deposit determined?

    If required, the deposit amount for a residential account is twice the average monthly bill of the residence.

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  • Is there any way to avoid paying a deposit?

    If a deposit is required, you do have the option of having a guarantor sign with you. The eligibility of guarantor is determined by the following:
    - Must have been an Alabama Power Customer for at least 12 consecutive months.
    - Must be an Alabama Power customer that pays on time each month and has “A” credit, which means no disconnect notices or late payments in the previous 12 months.

    If you want to continue with this option, you and the person signing as your guarantor must come into your local Alabama Power office with your picture IDs.

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  • Are there any connection fees?

    Yes - an account establishment charge (AEC) of $40.00 will be included on your first month's bill.

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  • How is the amount of my bill determined?

    The amount of your bill is determined by the number of killowatt-hours you’ve used over the past month. We determine the number of killowatt-hours used monthly by reading your power meter. We then multiply your monthly usage by your billing rate to calculate your bill amount.

    The basic unit of electricity is called a watt. One watt is such a small amount of power, however, that the more commonly used measurement is the kilowatt, representing 1,000 watts. The higher the watt or kilowatt rating of a particular electrical device, the more electricity it requires.

    The amount of electricity a customer uses over a period of time is measured in kilowatt-hours (kWh). Kilowatt-hours are determined by multiplying the number of kilowatts required by the number of hours of use. For example, if you use a 60-watt light bulb 5 hours a day for 30 days, you have used 60 watts of power for 150 hours, or 9 kilowatt-hours of electrical energy.

    However, electricity use varies widely depending on the season and the size of your home, which is why your meter is checked before a bill is generated.

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  • Where do I find my account number?

    You will find your customer account number in different places on your power bill:

    1. You can find the account number at the top of each page. It’s located between the customer’s name and “Please pay by” information. 

    2. You can also find the account number in the box located on the right side of your bill. Your account number is under the contact information.

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  • Where do I find my Web Access Code?

    Your Web Access Code can be found on your bill, on the right margin just below the "Contact Us" section.

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  • How do I find out what my account balance is?

    You can obtain your account balance by accessing the My Account page and reviewing the "Pay Bill" section of that page.

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  • How can I get a paper copy of my bill?

    You can download and print a PDF version of your past and current bills from our website:
    - To obtain a copy of your current bill for your records, go to the My Account page. Click the use the “Bill History” link under the “Recent Bills and Payments” section of the page. Click on the date of the billing period you’d like to print to view and print the bill.

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  • Why is my energy use sometimes listed as "estimated" on my bill?

    Sometimes we may experience a problem receiving the radio signal from your meter to our towers. If this happens, your bill could be estimated. The next time we read your meter we will determine your actual energy use and reconcile your bill accordingly.

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  • How do I read my meter?

    You have a digital meter, and the current meter reading is displayed on the front of it.

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  • Why doesn’t Alabama Power read my meter on the same day every month?

    Our scheduling system provides a 4-day window to read your meter. This schedule provides flexibility in dealing with such things as a failed meter signal or any of the other events that could affect our meter reading efforts. Your meter is read at approximately the same time each month, but most likely not on the same day each month.

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  • What billing services are available online?

    Residential customers can enroll in Paperless Billing or Auto Pay by logging into My Account and selecting the links, “Paperless Billing” or  “Auto Pay” on the left side of your screen.

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  • What payment options do you offer?

    We offer many different payment options for your convenience:

    One Time Payment - you can make a one-time payment online using your checking or savings account. (Please do not log in, but scroll to the section that states not a registered user and enter account information.) You will need your account number and web access code, social security number/Tax ID #, or email address.

     

    - Pay Online - you can log into your Online account profile and pay your bill on the My Account page or the Pay Bill page.


    Pay-by-Mail - you can pay your power bill by mailing a check or money order (never cash) in the envelope provided in your monthly bill.  Payments can be mailed to P. O. Box 242, Birmingham, AL 35292.

     

    Auto Pay - Auto Pay is a free bill payment program where you can authorize your bill amount to be automatically debited from your checking or savings account.

     

    Pay in Person - visit a  local Alabama Power Office to pay your bill.

     

    Pay Using Your Credit Card - pay instantly via credit card by calling BillMatrix at 1-800-245-2244 or you can access this service on our website. (Processing fee required)

    - ACH Check Conversion - you may authorize a one-time electronic fund transfer from your bank account to pay your power bill.

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  • What is Consumer Check Conversion?

    When you provide Alabama Power with a check as payment on your account, you authorize us either to use information from your check to make one-time electronic fund transfer from your account or to process the payment as a check transaction. When we use the information from your check to make an electronic funds transfer, funds could possibly be withdrawn from your account as soon as the same day we receive your payment. You will not receive a copy of your check with your monthly bank statement. Sign up for Check Conversion

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  • Why can't I pay by credit card?

    Currently, we do not directly accept credit cards for Paperless Billing payments; however, you may pay online with a credit or debit card by clicking Payment Options which will lead you to the  BillMatrix service and other payment methods. You may also access BillMatrix by calling 1-800-835-2702. There is a $2.25 processing fee to use this service.

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  • I scheduled an online payment, but it is coming out of the wrong account. What do I do?

    To cancel a payment, you will need to call customer service at 1-800-245-2244. A payment cannot be cancelled if it has already been sent to the bank for processing.

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  • Can I make a one-time payment online?

    You can make a one-time payment online using your checking or savings account. You will need your account number and web access code, social security number/Tax ID #, or email address. Also, you can use the BillMatrix service for a one-time payment using your credit card or debit card.

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  • What is Auto Pay?

    Auto Pay means we automatically take a draft from your designated bank account on the date your bill is due. Auto Pay customers still receive a paper bill in the mail if they do not switch to Paperless Billing.  We will notify you via e-mail when your Paperless Bill is ready for viewing and then automatically draft your bank account on the bill due date.

    However, you can participate in both billing and payment programs. If you enroll in Paperless Billing and Auto Pay, this means you will have no paper bill and no scheduling of payments! No hassle!

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  • Where do I mail my payment?

    You can mail your power bill payment to: PO Box 242, Birmingham, AL 35292. Mail a check or money order - never send cash through the mail. Use the envelope included with your bill if possible. Always be sure to include your payment stub, and write your account number on your check.

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  • I want to pay my bill in person. Where is the nearest payment location?

    Payment locations are conveniently located throughout our service territory. To find a payment location near your home or office, please use our local office locator

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  • What can I do if I can't make a payment on time? Can I get a payment extension?

    If you are unable to pay your bill before the due date, please call us at 1-800-245-2244 or email us immediately to request an extension. Please have your account number, social security number, or phone number available when you call.

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  • Where can I find information about the different rate plans you offer?

    All of our rate plan information can be found on our Pricing & Rates.

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  • My power is out, how do I contact Alabama Power?

    You can report your power outage online on our Outage Reporting page or by calling us at 1-800-888-2726 or Contact Us page for more information. Our customer service representatives are available to assist you 24 hours a day, 7 days a week.

    When you report an outage, we'll ask you a few questions. Your answers help us determine the location and the extent of the trouble. Before you call:
    - Please take the time to see if your neighbors have power
    - Be sure to note any unusual occurrences, such as a loud noise when the power went off, nearby lightning or storm damage, or construction crews working in the area.

     

    If you lose power at night, please use a flashlight for emergency lighting. Never use candles, as they can cause a fire if they come in contact with upholstery, curtains, or any other flammable material.

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  • What was the loud noise I heard outside when my power went out?

    Many people think that the loud noise they heard was the sound of a transformer exploding, due to lightning or other extreme condition. This was probably not the case. The noise could have been a fuse blowing. Our power lines use fuses in a similar manner to the way you use fuses in your home. These fuses protect parts of our distribution system when severe weather strikes. If a tree falls into a line, lightning strikes, or something else disruptive happens, the fuse can blow to isolate the trouble and prevent surges from reaching other customers on our system. The noise can be substantial, leading many people to think something has exploded. When reporting an outage , it is very helpful when you tell us you heard a loud noise because it helps us isolate the location of problems on our lines, which allows us to restore your electrical service more efficiently.

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  • What is the Renewable Energy Certificate (REC) program?

    Alabama Power’s Renewable Energy Certificate (REC) program allows customers to purchase Renewable Energy Certificates associated with energy generated from renewable sources such as wind and solar energy.

    Purchasing RECs is a way for individuals and businesses to support renewable energy development. You can purchase a REC for as little as $1.25 a month.

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  • How do I sign up for the Renewable Energy Certificate program?

    To learn more and to sign up for the Renewable Energy Certificate program, call Alabama Power Customer Service at 1-800-990-2726.

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  • What is the Renewable Energy Certificate (REC)?

    RECs are a commodity that can be separated from the energy they were generated with and “bundled” with energy customers purchase for their homes or businesses. One REC represents the environmental attributes and benefits associated with 1,000 kilowatt-hours (kWh) of electricity generated from a renewable fuel source. Such renewable sources include solar or wind farms, low-impact hydro-electric facilities, or biomass generators.

    For more information about RECs visit the EPA’s website: https://www.epa.gov/greenpower/renewable-energy-certificates-recs.

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  • How does the Renewable Energy Certificate purchase work?

    - You can purchase one REC for as little as $1.25 per month for a period of 12 months. Or you can choose to purchase multiple RECs. The cost is in addition to your regular monthly charges.

    - At the end of 12 months, you will receive a certificate that shows the number of RECs you have purchased. The billed amount for your REC purchase will be shown on the back of your power bill as a separate line item. The cost of each REC is $15, and will be billed at the rate of $1.25 per month for 12 months.

    - When a REC is bundled with 1,000 kWh of energy, that 1,000 kWh becomes classified as “green” or “renewable” energy. So, when you pair a REC with energy you purchase for your home, you get the exclusive right to claim that you were served with the renewable energy associated with the REC. Customers who enroll in the REC program can therefore ensure that all or part of their electricity usage comes from renewable resources, supporting the continued development of environmentally-friendly generation technologies.
     

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  • How many RECs does it take to match your energy consumption?

    It depends on your average annual usage. For example, if you want to green-match the entire energy usage in your home and you use approximately 10,000 kWh per year, you would purchase 10 RECs. This would cost you an additional $12.50 per month on your power bill. Or, you may decide to green-match only some of your energy. A customer service representative can help you choose what’s best for you.

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  • How do I end my participation in the Renewable Energy Certificate program?

    You may choose to end your participation before the end of the 12-month billing period. You must call Alabama Power at 1-800-990-APCO (2726) to cancel your participation. By cancelling your participation in the program, you will not receive a Renewable Energy Certificate. The program automatically renews for another year after the 12-month period unless you notify Alabama Power of your wish to cancel.

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  • How do I contact Alabama Power?

    Our customer service representatives are available to assist you 24 hours a day, 7 days a week. Please visit our Contact Customer Service page for more information.

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  • What are your Customer Service business hours?

    You can reach us 24 hours a day, 7 days a week by phone or e-mail. E-mail inquiries will receive a response from Customer Service within one business day. Please visit the Contact Customer Service page for detailed information on how to contact us.

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  • Where do I mail my payment?

    You can mail your power bill payments to: Alabama Power, P. O. Box 242, Birmingham, AL 35292. Mail a check or money order - never send cash through the mail. Use the envelope included with your bill if possible. Always be sure to include your payment stub, and write your account number on your check.

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  • Where is the nearest Alabama Power office?

    Our offices are conveniently located throughout our service territory. To find a location near your home or office, please use our local office locator.

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  • How can I provide feedback about or suggest improvements to AlabamaPower.com?

    We welcome your suggestions on how we can improve our service to you! Please visit our Contact Customer Service page to send us an e-mail with your observations and/or comments.

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  • I have forgotten my password, how do I recover it?

    You may reset your password by clicking the “Forgot Password?” link on the login page. If you are still unable to login and have verified you entered the correct user name, please call us for assistance. (1-800-245-2244)

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  • I want a different username for the site. How do I change my username?

    You may not change your username; however, you may create a new username and add your account to the new profile in order to access it using the new username.

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  • What will I need to access my Alabama Power account information online?

    You will need your account number and your Account Access Code. Both of these can be found on your monthly bill. For most online functions, you will also be required to create a User ID and log in to the system.

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  • Where do I find my account number?

    You will find your customer account number on the bottom left corner of your statement. Please use this number when requesting information about your account.

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  • Where do I find my Account or Web Access Code?

    Your Account Access Code (AAC) can be found on your bill, on the left margin just below the perforation (see below). You will need your AAC to complete any transactions involving an existing account.

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  • What is the Account Access Code used for?

    The Account Access Code (AAC) is similar to a PIN that you might use for financial transactions. Your AAC is a unique identifier that we print on your bill that allows us to ensure that only you have access to your account information online.

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  • Will I need to have my account number and Account Access Code every time I log in?

    No - you will only be required to have your account number and Account Access Code the first time you try to access your account information online. Once you have successfully accessed your account information for the first time, we will store that account in your User Profile. You will not have to enter that information again the next time you visit.

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  • What is my "User Profile"?

    Your User Profile is where we store your settings when you use our Web site to access your account. Your User Profile is established when you login for the first time, and contains your e-mail address and the list of accounts that you have access to.

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  • Can I access more than one account with my User ID?

    Yes, you can. As long as you have the account number and corresponding Account Access Code for an account, you can add that account to your User Profile.

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  • Why do I have to create a User ID and login to access my account?

    We want your online experience to be as simple and convenient as possible. When you create a User ID, it allows us to ensure that only you (or others that you designate) maintain access to your account information. We also use your User ID to securely store your account information and preferences in your User Profile, so your information is always available as soon as you log in.

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  • Is my information secure?

    We use Secure Socket Layer (SSL) for secure transmissions whenever we ask for or display information about your or your account. SSL applies encryption between two communicating applications, such as your PC and our corporate Internet server. When your data is transmitted over the Internet, it is encrypted or "scrambled" at the sending end and then decrypted or "unscrambled" at the receiving end. We use 128-bit encryption, because that's the highest level of security available today.

    Additionally, our site requires that you choose a unique User ID and Password. Afterwards, each time you sign on, your identity is confirmed by a series of authenticating steps. After authentication, we use a "cookie" to identify you throughout your session.

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  • What are cookies, and do I have to use them?

    When you login to our web site, we give your computer a temporary cookie so we can verify that requests for information about your account are actually coming from you. Cookies are small pieces of information that our web site stores on your computer in order to identify you to our system. We use this data to verify your identity and to maintain continuity from one page to another as you communicate with us. All information is encrypted through the use of SSL as described above. You must set your browser to accept cookies to be able to access all the features of our web site.

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  • How do I change my password?

    You can change your password at any time by selecting the "Edit Profile" option on the main login screen or by clicking here.

    Note: You will be asked to enter your username, and then a password reset link will be sent to the validated email address or phone number on file.

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  • What if I forget my password?

    If you forget your password, select Forgot Password from the Secure Login screen. You will be sent an email to the email address on file. Select the link in the email to continue the password reset process. You will need to complete this within 4 hours.

    The email will be sent from Webauthentication@southernco.com. You may need to add this email address to your "Safe Senders" list.

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  • What website browsers work best with this site?

    We design and test our site to work with browsers that meet the latest standards. Our site is currently tested to work with the most commonly used versions of Internet Explorer, Firefox,  Safari and Google Chrome.

    Browser capabilities and features vary. It is generally a good idea to use a current version to get the latest capabilities and security features. Depending on the version and brand of your browser, default privacy settings may need to be changed in order to login to our applications. If you have questions about terms for use of this site, please review our policy page Should you experience a problem with a current version of your browser, please contact us.

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