Residential FAQs

You can contact Customer Service at 1-800-245-2244 or by direct message to @alabamapower on Twitter Monday through Friday from 7:00 a.m. to 7:00 p.m. CST.

You can apply for electric service online. You will need to provide us with the following information:

• 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.

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.

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

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.

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

The amount of your bill is determined by the number of kilowatt-hours you’ve used over the past month. We determine the number of kilowatt-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.

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

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

You can download and print a PDF version of your past and current bills from our website:

1. To obtain a copy of your current bill for your records, go to the My Account page. 
2. Click the “Bill History” link under the “Recent Bills and Payments” section of the page. 
3. Click on the date of the billing period you’d like and print the 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.

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

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.

Residential customers can enroll in Paperless Billing, Auto Pay, Budget Billing, and Project Share through the Online Customer Care section of our website.

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 authorized payment location to pay your bill.

Pay Using Your Credit Card - Pay instantly via credit card by using our BillMatrix service. 

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

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 a 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.

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. 

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.

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.

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!

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.

We have over 2,500 authorized payment locations across the state. These locations are convenient to where you live, work and shop, such as Walmart, Publix, Dollar General and CVS. Go here to learn more and to find a location near you.

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.

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

You can report your power outage online on our Outage Reporting page or by calling us at 1-800-888-2726. 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.

There are several reasons your lights might blink during a storm, but the most common cause is tree movement. Despite our best efforts to keep trees near our lines trimmed on a regular basis, strong winds can cause those trees to make contact with our wires. When that happens, your lights may dim, or you might lose power for a few seconds. The power lines that serve your home have a variety of protective devices designed to keep your power on during storms and other severe weather.  However, it is still very important that our customers allow us to trim trees near power lines to minimize these types of disruptions.

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.

If there is a payment pending on your account, you will be unable to update your e-mail address and/or bank information. Once you pay your balance, you will be able to make those changes to your account.

There are several circumstances which could prevent a Paperless Billing notice from being successfully delivered to your e-mail inbox:

1. We may have the incorrect e-mail address for your bill account in our database. Please verify that your email address on file is correct. Log into your account, then select the “My Contact Information” in the left navigation. To correct or update your email address, click the “Edit” link in the “Paperless Billing” area at the bottom of that section.
2. Your e-mail inbox is full and unable to receive the e-mail.
3. Certain e-mail spam filters could be blocking our e-mail. Adding our e-mail address (Paperless-support@southernco.com) to your email’s address book or contact list will keep the e-mail from being blocked from your inbox.

If you are already enrolled in Paperless Billing and being asked for this information, you may be entering a different username that is not currently associated with your Paperless Billing account. Please verify you are logging into our system with the correct username and password. The account number and access code are only required when adding an account to your user profile.

You can download a printable PDF version of your current and past bills from our website:

• To obtain a copy of your current bill for your records, you can use the “View/Print Bill” link at the top of the “Pay Bill” section of the My Account page.
• To obtain copies of your past bills, you may use the Bill History link under the “Recent Bills and Payments” section of the My Account page and also by clicking the “Bill History” link under the Billing section in the left hand side of the page. Click on the date of the billing period in question to view the bill.

You will not receive a paper bill if you are enrolled in Paperless Billing. To obtain a copy of your current bill, you can use the “View/Print Bill” link at the top of the “Pay Bill” section of the My Account page and also by clicking the “Bill History” link under the billing section in the left navigation. We also have bill reminders that can be set up to remind you of when your bill is due. This reminder can be set 1-5 days before the due date. 

You can verify that your email address on file is correct under the “My Contact Information” section of the My Account page (lower right corner). To correct or update your email address, click the “Edit” link in the “Paperless Billing” region at the bottom of that section or click the “Paperless or Paper” link under the billing section in the left navigation.

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.

No. If you wish to have your payments automatically deducted from your bank account, please enroll in the Auto Pay service.

To remove your account from the Paperless Billing service, click the edit link next to Bill Delivery under the “Current Account Settings” section of the My Account page to access the “Bill Delivery Options” page or click the “Paperless or Paper” link under the billing section in the left navigation.

Once you are on that page, please select the “Paper” option to discontinue the Paperless service. Click save to finalize your un-enrollment from Paperless Billing.

Alabama Power’s Renewable Energy Certificate (REC) program is called Clean Energy Select. It 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 plan for as little as $5.00 a month.

To learn more and to sign up for Clean Energy Select, visit alabamapower.com/cleanselect.

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.

For more information about RECs visit the EPA’s website.

• 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 one 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 “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.

It depends on your average annual usage. For example, if you want to 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.

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.

Our Customer Service representatives are available to assist you Monday through Friday from 7 a.m. to 7 p.m. CST. Visit our Contact Customer Service page for more information.

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.

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

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.

You will need your account number and your web 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.

You will find your customer account number at the top of the billing statement between the customer name field and balance due. Also, you can find the account number on the top right gray section labeled “Contact Us”.

The web access code is similar to a PIN that you might use for financial transactions. Your code 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.

No - you will only be required to have your account number and web 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.

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

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.

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.

We use Secure Socket Layer (SSL) for secure transmissions whenever we ask for or display information about your account. SSL applies encryption between two communicating applications, such as your PC and our corporate 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.

When you log in to our website, 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 website 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 website.

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.

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.

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, Edge 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 log in 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.