Frequently asked questions about M-Power
Choose any link to get answers to your questions about SRP M-Power®.
Basic information about M-Power
The M-Power box makes it easy to see how much credit is remaining on your meter and it will alert you when your credit is getting low. The M-Power box tracks energy costs by the hour, day and month so you can see how much you are spending. You can also compare the cost for the current and previous month, which could help you use less energy and save money.
The credit remaining displayed in My Account or the M-Power Mobile App is not real-time and will update each hour with the meter read and each time you make a purchase. So, the credit remaining in My Account or the app is as of the hourly read or your last purchase, whichever was most recent. To see your credit remaining in real-time, check your M-Power box.
The M-Power Card you received with your starter kit will be used to connect your M-Power Box to your meter. This allows your M-Power Box to display real-time data from your meter. Your M-Power Card can also be used to look up your account data at any SRP cash payment location.
Making a purchase
A credit or debit card purchase can be made through the SRP M-Power app, online through My Account or by calling SRP at (602) 236-8888. All purchases will immediately add credit to the meter. If your power is currently disconnected, it will be reconnected. Credit and debit card purchases are processed by a third party payment processor who charges a fee of $2. SRP does not collect any fees in connection with credit or debit card payments.
Payments can be made with your checking account by using eChex, SRP’s electronic check payment option. You can also make an eChex payment through the M-Power App, online at SRPnet.com, or by calling SRP at (602) 236-8888. All purchases will immediately add credit to the meter. If your power is currently disconnected, it will be reconnected.
You can make a purchase with cash at any participating retail location by using the information on your SRP cash payment card, available on the M-Power app or My Account. All purchases will immediately add credit to the meter. If your power is currently disconnected, it will be reconnected.
The safety statement is in place for you to ensure it is safe for power to be delivered to your meter. To avoid the risk of fire, please make sure any electric appliances, such as an electric stove, are turned off at the time power is delivered.
Please be aware that all purchases will immediately add credit to the meter. If you are not ready for the meter to reconnect, please wait to make a purchase.
The M-Power program requires a $102.50 refundable deposit as well as an $11.50 plus tax refurbishment fee for the M-Power Box provided. SRP will also advance $30 of credit to your meter. A service establishment fee of $30 plus tax will be charged for customers starting new service. This fee does not apply for existing customers requesting to change to the M-Power program. A portion of any future purchases made for electricity will be applied towards any balance owing.
The $102.50 deposit applies to your account when you turn off service. In the event the M-Power Box is damaged, lost or not returned when the account is closed, the charge is $133 plus tax.
A Paydown balance is an amount owed to SRP. A percentage of each purchase made while on M-Power is applied to this balance until it is paid in full. If the total amount owed to SRP is:
- Less than $500, 35% of future purchases will go toward the Paydown balance.
- Between $500 and $1,000, 50% of future purchases will go toward the Paydown balance.
- Over $1,000, 70% of future purchases will go toward the Paydown balance, unless you receive our Economy Price Plan (EPP) monthly discount. For EPP customers, the paydown percentage will be capped at 50%.
If you have a balance of over $500 that falls below $500 as you make payments, your paydown percentage will drop to 35%. If you would like to lower your paydown balance faster, you can make payments directly towards this balance by giving us a call. Lowering your balance can allow more of your purchases to go toward your meter.
The M-Power Box shows you the cost of the energy you are using in dollars and cents. You can view your cost for today, yesterday, this month and last month to help monitor and compare your usage. The M-Power box will display the days and credit remaining. You can also view your usage information at srpnet.com\MyAccount. You may be able to make your credit last longer by finding ways to conserve energy.
The kilowatt-hour (kWh) or unit cost of energy is different in winter and summer on every price plan. The price you pay reflects this seasonal change in cost according to your price plan.
During winter months, customer usage and the cost to generate electricity is lower resulting in lower pricing. In summer months, demand for electricity is much higher as is the associated costs for SRP to meet this demand. This results in a higher cost for electricity in the summer.
Excessive Heat Warnings
Keeping you safe and in power during excessive heat is a priority for SRP. When the National Weather Service issues an Excessive Heat Warning, SRP will keep you in power even if you run out of credit on your meter. Please note, you will still be charged for the electricity you use during this period. Please continue to make purchases during an Excessive Heat Warning to ensure there is no interruption in service when the heat warning ends.
Yes. Although the power may not go off during an Excessive Heat Warning, you should continue to make purchases to keep credit on the meter during this time. If any power is used after the credit on the meter runs out, the cost for this power will be seen on the ‘Accumulated Debt’ screen on the M-Power Box. Before the heat warning ends, a purchase should be made to cover any accumulated debt, as well as additional credit, to ensure there is no interruption in service.
Before the heat warning ends, a purchase must be made to cover any accumulated debt, as well as additional credit, to ensure there is no interruption in service. If you do not make a purchase greater than your accumulated debt amount, your power will be disconnected when the Excessive Heat Warning ends. If your power disconnects and you are unable to make a purchase, please call (602) 236-8888. We are available to assist you 24 hours a day, seven days a week.
Extension of credit
"Friendly Credit" allows your power to stay on if your meter runs out of credit late at night. The cost for any power used after the credit on the meter has run out can be seen on the ‘Accumulated Debt’ screen of your M-Power Box. A purchase should be made to cover any accumulated debt, as well as additional credit, to ensure there is no interruption in service.
Accumulated debt is any usage registered on your meter after your credit has run out and power remains on. Accumulated debt may occur during Friendly Credit hours, Excessive Heat Warnings, holidays and emergency credit. This amount can be found on your M-Power Box under the “Accumulated Debt” screen. A purchase should be made in an amount that will cover any accumulated debt, as well as additional credit, to ensure there is no interruption in service. When a purchase is made and then loaded to your meter, the amount of any accumulated debt will be subtracted from the value of the purchase that is loaded.
If you run out of credit, your meter will disconnect and you will need to make a purchase to restore power. If power remains on after credit runs out, your meter will track any usage and accumulate debt. The cost for any power used after credit on the meter has run out can be seen on the ‘Accumulated Debt’ screen of your M-Power Box. For more detail, see previous question: What is accumulated debt?
Advances are temporary assistance that you can request using the M-Power mobile app or by calling SRP at (602) 236-8888. Advances are added to the balance owed of your account. With each future purchase you make, 35% will automatically go toward paying back the advance.
You can request an advance using the M-Power mobile app or by calling us at (602) 236-8888. Beginning Dec. 1, 2019, M-Power customers with an account balance of $300 or greater are not eligible to request an advance. If you’re having difficulties making purchases for any reason or have questions about M-Power, don’t hesitate to contact us at (602) 236-8888 24 hours a day, seven days a week.
How to request an advance through the M-Power app:
- Log in and tap the menu icon in the top left corner.
- Tap "Request an advance" from the dropdown of options.
- Review the Safety Statement and tap the "Submit Request" button.
Economy and medical programs
A customer meeting income guidelines may qualify for the EPP.
If an SRP account has a Medical designation, it is not eligible to be on the M-Power program.
Deposits and termination of service
The $102.50 equipment deposit you paid, including any unpaid interest earned, will be applied to your final bill. If applying the deposit results in a credit balance on your account, a refund check for the balance will be sent to you at the mailing address you provided when service is turned off.
Interest on your deposit is earned at the average certificate of deposit (CD) rate paid by local financial institutions. SRP will credit the interest to your account in January when the deposit has been held for at least six consecutive months. The interest rate is reviewed annually and adjusted as needed. View the SRP residential credit policy.
SRP will remove the credit from your meter at the time of your turn off. Any credit or accumulated debt will be adjusted on your final bill.
The most convenient way to return your in-home display is by U.S. mail. Simply place the display in its original shipping box and use the postage-paid label already attached to the bottom to send it back to SRP. If you don’t have the original box anymore, call us at (602) 236-8888 and we will mail you a postage-paid envelope.
Your SRP M-Power in-home display can also be returned to any return station (listed below). Using a return station is easy:
- Place the M-Power box in the envelope provided at the station.
- Seal the envelope.
- Remove the confirmation tag from the envelope to keep for your records.
- Drop the envelope in the station.
The M-Power box will be processed, and any account adjustments will be completed within three to five business days.
In-home display return stations can be found at these locations:
- 3160 S. Alma School Road, Mesa, AZ 85210 (Alma School Road south of Guadalupe Road)
- 7050 E. University Drive, Mesa, AZ 85207 (University east of Power Road)
- 221 N. 79th Ave. Tolleson, AZ 85353 (79th Ave. south of Van Buren)
- 1500 N. Mill Ave., Tempe, AZ 85281 (southeast of Van Buren across from the Phoenix Zoo)
- 3735 E. Combs Road, Queen Creek, AZ 85140 (southeast side of Combs and Schnepf roads)