Frequently asked questions about the original M-Power
SRP is currently upgrading our systems to allow M-Power customers to add credit to their meters without having to visit a PayCenter. If cash purchases are preferred, PayCenters will still be available and will send credit directly to your meter with authorization. For more information please visit srpnet.com/newMPower.
SRP has put together a helpful map so you can see when this exciting new M-Power technology will become available to you. We are eager to begin offering these program enhancements to all of our customers!
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. Credit is loaded to your meter by making a purchase on your M-Power Card and inserting it into the M-Power box. 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.
One of the M-Power Cards you received when you started service is used to connect your M-Power Box to your meter. This allows your M-Power Box to display real-time data from your meter. Use the M-Power Card(s) provided to make a purchase at any SRP PayCenter. To load the purchase to your meter, insert the card into your M-Power Box.
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.
The Paydown balance is the current balance on your M-Power account. A percentage of each purchase made for electricity while on M-Power is applied to this balance until it is paid in full.
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 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 regardless of your 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.
When the National Weather Service issues an Excessive Heat Warning, SRP may keep you in power even if you run out of credit on your meter. Keeping you safe and in power during excessive heat is a priority for SRP. The cost for any power used after the credit on the meter runs out can be seen on the ‘Accumulated Debt’ screen on your 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. To avoid accumulating debt, please continue to purchase power during a heat warning.
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.
SRP will notify M-Power customers at the start of an Excessive Heat Warning. To be sure you receive these communications sign up to receive M-Power Heat Warning eNotes and make sure all your contact information is up to date on your MyAccount page.
SRP may issue a credit advance to your account to help you cover accumulated debt after a heat moratorium. Any credit advance will be added to your Pay down balance. A percentage of each purchase made for electricity while on M-Power is applied to the Paydown balance until paid in full. If a credit advance is not added to your account 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.
"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, emergency credit, Excessive Heat Warnings and holidays. 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?
Payments can be made with your checking account by using eChex, SRP’s electronic check payment option. An eChex payment can be made online at SRPnet.com, or by calling SRP at (602) 236-8888. Please allow one business day for processing. If credit is needed immediately, please contact an SRP customer service representative at (602) 236-8888 to make the credit available. We are available 24/7. You can visit any SRP PayCenter and insert $1 to load the credit onto your M-Power Card. If you have opted to have your checking information saved, you can also use eChex to make a purchase and load credit onto your M-Power card at any SRP PayCenter.
A credit or debit card purchase can be made online at srpnet.com or by calling SRP at (602) 236-8888. Credit and debit card purchases are processed through a third party payment processor who charges a fee of $1.90. Please allow one business day for processing. You can visit any SRP PayCenter and insert $1 to load the credit onto your M-Power Card. If credit is needed immediately, please contact an SRP customer service representative at (602) 236-8888 to make the credit available. We are available 24/7.
A customer meeting income guidelines may qualify for the EPP.
No, if an SRP account has a Medical designation, it is not eligible to be on the M-Power program.
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)