To Better Serve You
We are making updates to our system from Aug. 31- Sept. 7. Our Customer Service Representatives will have limited access to your account. See below to learn what you can do during this time. We appreciate your patience and understanding as we work to improve your customer experience.
Outages and Emergencies
You will be able to report outages and emergencies by calling Customer Service
at 1-800-888-2726. You will also still have access to our Outage Map.
Here’s what you need to know
Account Access
During this time, you will have limited access to services, and some account features may be temporarily unavailable. This includes online account access and our mobile app.
Business Offices
Our business offices will be closed Aug. 31 through Sept. 7. We look forward to seeing you when we return to normal business hours.
Billing and Payments
Rest assured, due dates will be extended. However, you can still make a payment online at webpayments.billmatrix.com/alabamapower or in person at an Authorized Payment Location.
Reliability You Can Count On
While some account services will be temporarily limited during this system update, your electric service will not be affected. You can continue to count on the same reliable power you expect every day, and our crews will remain ready to respond to outages and emergencies throughout the update.
FAQs
How long will services be limited?
The system update is planned for Aug. 31 – Sept. 7, 2026. Online account access will be available again after the update, and our business offices will reopen at that time. While we are improving your customer service experience, you can count on the same reliable electric service during this process and can report a power outage at 1-800-888-2726.
Will my bill be due during this time?
Rest assured, due dates will be extended. However, you can make payments online at webpayments.billmatrix.com/alabamapower or in person at an Authorized Payment Location.
Will my bill be impacted by the system update?
While we are constantly improving our system, Alabama Power has not had a rate increase since July 2025 and has committed to keeping customer rates frozen through 2027.
Who do I contact if I have an outage or emergency?
You will be able to report outages and emergencies as you normally do by calling Customer Service at 1-800-888-2726.
Will I be able to access the Outage Map?
Yes, our Outage Map will be fully accessible.
Will my account information be impacted by this system update?
No, this will not impact your account, and your account information will remain secure and private. This update will allow our Customer Service Representatives to better serve you.
Is BillMatrix a commonly used payment method? Is it a scam?
BillMatrix is a reliable online guest payment service and can be safely trusted. It is not a scam.
Is there a charge for using an Approved Payment Location (APL) during this period?
Yes, the fee is $1.50. The $1.50 fee is a convenience fee paid to the vendor for processing the payment. No part of this fee is collected by Alabama Power.
Can I start, stop or transfer service during the system update?
During the system update, we will have limited ability to process service changes. To help avoid service interruptions, requests to start, stop or transfer service should be scheduled before or after the update period.
