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Have some questions about your account? We’re here to help. Review the commonly asked questions below to better understand all the ways you can manage your account.

Account management

Frequently asked questions about managing your aps.com account.

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Both people listed on a joint account are responsible for payment of the entire account balance. If you wish to have your name removed from a joint account so that electric service continues for the other person, but you are no longer responsible for payment beyond a certain date, please contact us at 602-371-7171 (800-253-9405).

We will also contact the other person to confirm they wish to continue service and establish a new account in their name only. If we reach them and they agree, service can usually be switched into their name only as soon as the next business day.

If we are unable to reach the other party by phone, we will need to send them a letter explaining if they do not notify us within 10 business days that they wish to discontinue service, we will establish a new account in their name only.
 
If you're looking to change the responsibility of paying the electric bill to someone else, please see 'How can I change the responsibility of paying the electric bill to someone else?'.

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Residential deposits are held until the account reflects a minimum of twelve months payment history, with no more than two late payments and no shut offs due to non-payment. Once this criteria has been met, the deposit (plus interest) is automatically returned as a credit to the account on the following month. Please note, if you have a past due balance, we will apply your deposit to cover that amount, to prevent your service from being shut off.

When service is stopped, deposits are applied to the final bill. If a credit remains after the final bill is paid in full, a refund check is mailed to the address provided when you notify us to stop service. You can expect to receive a check within approximately 4 to 6 weeks.

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If your account balance shows a negative number, you have a credit on your account which will apply to upcoming bills until it is depleted. When there is a credit on your account, no payment is due.
 
To see why you have a credit, select the 'Previous bills and payments' link after signing in on aps.com and navigate to the 'Payment history' tab.

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You can receive both paperless and paper bills by updating your billing preferences. If your APS account is registered on aps.com, you may have selected 'paperless bills only' when you first registered your account online. To verify and update your billing preferences, please follow the steps below.

1. Log in to your APS account. If you do not have an account, it’s easy to register on aps.com.

2. Click 'Accounts and services' in the navigation and select ‘Account preferences’.

3. Select the 'Bill preferences' tab.

4. Click the blue pencil icon in the right corner of the 'Billing options' box and choose the option for 'Paperless and paper bill'. Save your changes and a confirmation banner will appear across the top of the screen.

If the bill preference indicates we are mailing statements, make sure your mailing address is correct. Please see 'Update Mailing Address' for more information.

If your account is not registered on aps.com, we may have the incorrect mailing address for your APS account. Please contact our Customer Care Center at 602-371-7171 (800-253-9405) and an advisor will be happy to assist you.

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If you wish to transfer the billing of electric service to someone else so that you are no longer financially responsible for payment beyond a certain date, you must submit a request to stop service and the new responsible party must submit a request to start service. (Both parties must contact us individually.) If you both submit your orders with the same effective date, billing is usually transferred from one name to another without interruption to service. 
 
When service is taken out of your name, we will obtain the final meter reading needed to issue your final bill reflecting electric charges up to that date. Once service starts in the other party’s name, future bills will be sent to them.
 
If you're looking to remove a joint account holder from an account, please see 'How do I remove my name from a joint account, so that I am no longer responsible for the bills after I move out?'.

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Moving? Recently moved? Use these easy steps to update your mailing address:

1. Log in to your APS account. If you do not have an account, it's easy to register on aps.com.

2. Select 'My profile settings' via the blue box drop down in the top right corner of your screen (where your username is located).
 
3. Scroll to the bottom of the page where it says 'Mailing address' and click on the blue pencil icon.

4. Provide your updated mailing address and click 'Save changes'.

Note: It may take up to 24 hours to show your new mailing address online.

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Just follow these easy steps to update the email address associated with your APS account:

1. Log in to your APS account. If you do not have an account, it's easy to register on aps.com.

2. Select 'My profile settings' via the blue box drop down in the top right corner of your screen (where your username is located).
 
3. At the top of the page you will see 'Email address'. Click on the blue pencil icon.

4. Provide your updated email address and click 'Send code'.

5. You will receive a verification code at the email address you provided. Enter the code on aps.com to verify your email address and click 'Save changes'.

Note: Your email address can only be linked to one username.

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If you would like to put the account in your name for a friend or loved one that has passed away, we will need to create a new account in your name. If you already have an APS account or need to apply for a new account, please visit Start, Stop, or Move service.

If your spouse has passed away and you were not listed as a joint account holder, simply call us at 602-371-7171 (800-253-9405) and we can add you to the existing account.

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APS requires new customers to pay a security deposit (must be paid by the billing due date) when applying for electric service; however, it can be waived if the customer meets the waiver criteria:

• Credit check results in “No deposit required”
• Acceptable Letter of Credit (LOC) from another electric company is provided, OR
• Adding a Joint Account Holder with existing good payment history or an acceptable LOC from another electric company

Existing customers are automatically charged a new or additional deposit when their account reflects late payments or service has been shut off for non-payment within the last 12 months. To maintain a satisfactory credit score and avoid being required to pay a deposit (or an additional deposit), your payments must be received by the due dates printed on your bills.
 
Residential deposits are based on two times the average bill. If the account has been shut off for non-payment and the existing security deposit is not sufficient, an additional amount may be required so the total deposit equals two times the average bill.
 
Residential accounts with deposits are reviewed after one year of service, and if the payment history doesn’t reflect more than two late payments in the last year, the deposit will be returned (with interest) by crediting the utility account in the 13th month.

To ensure your bills are paid on time, so you can avoid being required to pay a deposit, the following programs may be helpful to you:

Preferred Due Date: this program allows you to choose a preferred due date to align with your monthly budget.
AutoPay: have your payment automatically deducted from your checking or savings account.

Sign up for both programs for complete bill management.

Solar

Frequently asked questions about solar generation.

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1. Log in to your account on aps.com. If you have more than one service address on your account, select the one with solar.

2. Select the 'View usage details' icon on your Account overview page.

3. Use the graphs under the 'Last billed' and 'Current usage' tabs. You can view total energy received or delivered by hovering over the usage bar. Additionally, you can choose between 'Energy from APS' and 'Energy to APS' above the graph. The 'Current usage' tab displays the total produced since your last bill.

Disclaimer: The data displayed by the meter on your solar system or available through your solar provider may appear differently than the data displayed in the graph. We provide the data in the graph as a courtesy only. Questions regarding energy produced by your solar system should be directed to your solar provider.

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We support the expansion of renewable energy use in Arizona and we understand you want practical ways to produce a portion of your electricity. That’s why we offer riders that work in combination with your plan. Selecting the best plan rider can help maximize the benefits of your renewable energy system. Residential customers have 2 options for a solar rate rider: RCP (Resource Comparison Proxy) or EPR2.
 
RCP is a net billing solar purchase energy rider, it measures the excess power you don't use and gives you a monthly bill credit based on the current RCP purchase rate. The credit will apply towards your APS billed amount for that month, and any remaining credit will roll over to the next month’s bill. At the end of the year, we’ll issue you a refund check if your monthly bill credit is more than $25.
 
EPR-2 is a net billing renewable purchase energy rider. It measures the excess power you produce and don't use and gives you a monthly bill credit based on the current EPR-2 purchase rate. The credit will apply towards your APS billed amount for that month, and any remaining credit will roll over to the next month’s bill.

Other helpful FAQs

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Some browsers will save the browser history and saved passwords, depending on your settings. If you have recently changed your password, you may want to clear this stored data to prevent trouble logging into aps.com. For help clearing your browser history, follow the steps listed for your specific browser.

Note: It's important to close all your open browsers after clearing your cache, and then reopen a new browser window.

Google Chrome (PC/Mac)
1. Click on the Chrome 'Menu' button on the browser tool bar (circular button at the top-right with 3 dots).
2. Select 'Tools'.
3. Select 'Clear Browsing Data'.
4. From the drop-down menu at the top of the dialog box, select 'the beginning of time'.
5. Ensure that 'Cashed images and files' is selected.
6. Click 'Clear browsing data' at the bottom of the dialog box.

Firefox (PC/Mac)
1. Click on the Firefox 'Menu' button on the browser tool bar (square button at the top-right with 3 lines).
2. Select 'Options' and navigate to the 'Privacy & Security' tab.
3. Scroll down to 'Cookies and Site Data' and click 'Clear data...'.
4. Make sure that 'Cached Web Content' is checked and select 'Clear'.

Safari (Mac)
1. Open Safari and click on the 'Safari' tab.
2. Click 'Clear History...'.
3. Select the option to clear 'all history'.
4. Select the 'Clear history' button.

Internet Explorer 9 and above
1. Click on 'Tools' (the little cog wheel on the top-right corner).
2. Choose 'Internet Options'.
3. In the 'General' tab, go to the 'Browsing History' history section, and click the 'Delete' button.
4. Ensure that 'Temporary Internet files and website files' is checked.
5. Select the 'Delete' button again at the bottom of the page. CAUTION: This will clear any saved form data and passwords unless you de-select those options.

Internet Explorer 8
Follow the same steps as Internet Explorer 9, but note that the 'Tools' button is on the top-left corner (as opposed to the top-right corner). 

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Every home appliance is different, but here are a few notes about each:
 
• Air conditioners vary slightly, but you should be around 1-1.5 kW per ton of capacity. If you have a four-ton system, it is likely using between 4-6 kW while it is running.
• Older refrigerators tend to use more power, especially if they are in the garage or outside.
• Hot tubs differ greatly in size and energy use. On average, using a hot tub for one hour a day can cost over $450 per year.
• You can reduce usage by only washing full loads in your dishwasher, and not using the heated drying feature. Be sure to run your dishwasher during off-peak hours if you are on a time-of-use plan.
 
Here's how you can determine energy use and cost for any appliance:
 
1. Locate the data plate on your appliance. The plate is usually near where the power cord goes into the device (typically where the UL® or CE® listing is located). If the appliance has an adapter of some sort, it is often on the adapter itself. 
 
2. Look for the power rating (sometimes called “input power”) the device uses. This is typically listed in watts. If watts are not listed, note the voltage and amps on the data plate. You can calculate watts by multiplying the volts times the amps (volts x amps = watts). Record the wattage of the device.
 
3. Determine how long you use the appliance per day, as well as how many days per month.
Example: A slow cooker might be on for 5 hours per day, but it is only used 3 days per month.
 
4. Convert your wattage number into kilowatts (kW) by dividing watts by 1,000.
Example: If your slow cooker uses 240 watts, your calculation would be 0.24 kW* (240/1,000 = 0.24).
*If this device operates for a full hour between 3pm and 8pm weekdays, it will potentially add 0.24 kW to your demand charge if you are on Saver Choice Plus or the Saver Choice Max rate plans.
 
5. Multiply your kW number by how many hours per day you use the device. This will determine how many kilowatt-hours (kWh) it uses.
Example: If you use a slow cooker for an average of 5 hours, 0.24 X 5 = 1.2 kWh.
 
6. Multiply your kWh by the number of days per month you use the device.
Example: 1.2 kWh X 3 days per month = 3.6 kWh.
 
7. Multiply your total kWh by the energy charge in your specific rate plan.
Example: I am on the Saver Choice Plan. I will run my slow cooker during off peak hours at $0.10873 per kWh. 3.6 kWh X $0.10873 = $0.39.
 
In conclusion, it would cost $0.39 per month to run a slower cooker for 5 hours a day, 3 days a month.
 
Visit energy.gov to learn more about estimating appliance and home electronic usage.

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Rebate processing takes 6-8 weeks from the time your contractor submits paperwork to APS. If your rebates are taking longer than expected, or if you just want an update on their status, please contact the department appropriate to your rebate below:

• Home Performance Check-up: 602-371-3636 or email apsinfo@elaz.org
• AC Rebate: 888-890-9730 or email apsinfo@elaz.org
• Smart Thermostat Rebate: 877-576-5272 or email greenteamVM@apsc.com

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With our time-of-use service plans (Save Choice, Saver Choice Plus, and Saver Choice Max) you can enjoy ten off-peak holidays:

• New Year's Day (January 1)*
• Martin Luther King Jr. Day (third Monday in January)
• Presidents' Day (third Monday in February)
• Cesar Chavez Day (March 31)
• Memorial Day (last Monday in May)
• Independence Day (July 4)*
• Labor Day (first Monday in September)
• Veterans Day (November 11)
• Thanksgiving Day (fourth Thursday in November)
• Christmas Day (December 25)*

*If these holidays fall on a Saturday, the preceding Friday will be off-peak. If they fall on a Sunday, the following Monday will be off-peak.
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