We stand ready to help any customer in need. Our People First philosophy led us to suspend disconnects while our community bands together during this challenging time. If you are experiencing financial hardship, we urge you to contact us for help. Call us at 210-353-2222 or online at cpsenergy.com/assistance.

On June 19, 2020, in accordance with Bexar County Executive Order NW-10, CPS Energy implemented a COVID-19 Health & Safety Policy to reduce the potential for the spread of COVID-19 in our workplace. Face covering is required. Our modified customer service center hours are 10:30 a.m. to 5:00 p.m. Monday – Friday. If you have tested positive or a family member has tested positive for COVID-19 in the last 14 days, please use our online tools or call 210-353-2222 for assistance. Please do not visit our customer service center if you have COVID-19 symptoms.

Alert Notifications: Frequently Asked Questions (FAQs)

 

What are alerts? And what are the different types of alerts available?

Alerts are available to keep you informed of important billing and payment information and to let you know when your power is out.

 

How will CPS Energy use alerts?

Outage alerts will notify you when your power is out and provide outage updates.  In addition, billing and payment alerts notify you when your bill is ready and provide you with payment reminders.

 

How do I sign up for alerts or modify my alert preferences?

To sign up for or modify alerts you can login or sign up for Manage My Account and go to the preference page to set you notification preferences.

 

How do I opt out or unsubscribe to alerts?

If you wish to unsubscribe to alerts, simply choose one of the following options:

  • Text message - reply “STOP” to notification
  • Email – Click the unsubscribe link at the bottom of the page
  • Voice – Follow voice prompts to unsubscribe
  • Manage My Account- login and go to the preference page

 

Can I set a language preference for alerts? If yes, how?

Alerts are sent in the language preference you indicated when your service was initially set up.  If you wish to change this, you can log into Manage My Account and update your language preference under your profile.

 

Can I manage push notifications delivered to my cell phone? If yes, how?

Push notifications are not currently enabled but will be offered in the near future.

 

Can I reply to SMS text alert notifications?

Most alerts are not intended for two-way communication, but you can reply “STOP”, “YES”, “RESUME”, “PAUSE”, “HELP”, or “OUT” in response to an active alert.

 

What kind of information will I receive in an outage alert?

You will receive an alert when:

  • An outage has been detected
  • We have updated information regarding your outage
  • When your power is restored

 

What kind of information will I receive in a billing alert?

You can sign up for billing and payment alerts and receive the following:

  1. eBill alerts, including amount due and due date
  2. Payment reminders

 

Will I receive alerts via text, email and phone?

You may receive alerts via SMS text message, email, and voice message.  To update or verify your preferences, you can log into Manage My Account.

 

How often will I get alerts?

You will receive outage alerts as soon as CPS Energy confirms there is an outage in your area regardless of what caused the outage, including weather, car accident or other factors.  If your power is only out for a few moments, you may not receive an outage notification.

If you have elected to enroll in billing and payment alerts, you will receive them monthly as applicable.

 

Is there a cost to receive alerts?

There is no cost from CPS Energy to receive alerts however message and data rates from your phone and/or internet service provider may apply.

 

Where can I get additional information?

If you wish to receive additional information you may:

  1. Speak with a representative by calling 210-353-2222
  2. Review the Terms & Conditions for the CPS Energy Notification Services (or Spanish).
  3. Review the CPS Energy Privacy Policies (or Spanish)