Frequently Asked Questions
Can't find what you're looking for? To help you out, we've compiled a list of the most frequently asked questions divided up into the categories below. If you have other questions not addressed here, you can contact Customer Care.
TEP e-bill FAQs
Q. What is TEP e-bill?
A. TEP e-bill is a convenient, free service that enables you to securely receive, view and pay your TEP bill online.
Once enrolled in TEP e-bill your bills are delivered online, with notification via e-mail. The bill looks like the familiar paper version, and links are provided to the Tucson Electric Power Web site so that you receive all of the same communications as offline customers, but in a digital format. You can view and pay your bill online anytime - 24 hours a day, seven days a week. You decide when and how to pay, and which bank account you want your payment to be deducted from.
A. Account Manager provides secure, free access to your account information and related services, such as TEP e-bill. Security is the key. Your information is kept private and encrypted. By using a login and password, only you have access to that information, and only you can make changes. More information.
Q. How secure is my bill payment and personal information?
A. TEP e-bill is powered by Kubra, a leader in online billing. TEP e-bill and Kubra have strict privacy policies and use the industry standard in security protection.
When you log in to TEP e-bill from the Tucson Electric Power Web site, your e-mail address and password are transmitted using Secure Socket Layer (SSL) technology. SSL encrypts your personal information before it leaves your computer, ensuring that no one else can read it.
CheckFree customers click here.
Q. Why do I need an e-mail address and password to access my account?
A. Your e-mail address and password protect the confidentiality of your account and enable us to verify your identity. To maintain the security and privacy of your account, choose a password that others can't guess but is easy for you to remember. A combination of letters and numbers works well (for example Sm37hot). Your password must be between 6 and 8 characters.
Q. Who do I contact if I forget my e-mail address or password?
A. Click here to recover your e-mail address or password. If you continue to have problems, e-mail Customer Care.
Q. What is Tucson Electric Power's online privacy policy?
A. TEP will never share your information for commercial purposes or with any third parties other than to process your online bill and payment. For our full privacy policy, click here.
Q. How do I sign up for TEP e-bill?
A. Simply enroll by clicking here. The first step is to register with Account Manager by using a unique e-mail address and password. During the enrollment process, you'll enter information about your TEP account. You will need to refer to a current TEP bill to register. Then with a few more clicks, you'll be ready to pay your bill online.
Q. What information do I need to enroll in TEP e-bill?
A. Simply enroll by clicking here. To make signing up easier, have the following handy:
- A recent TEP bill showing your account number and billing address
- Bank account number from which your payments will be deducted
- Bank routing number (we'll show you how to find this number on your checks)
- Valid e-mail address*
* After you enroll in TEP e-bill from tep.com, you will receive an e-mail notification with the necessary link when your bill is ready to view and pay online.
Q. How do I access 24 months of my billing history?
A. We'll store your TEP billing and payment records in one paperless, convenient e-file, beginning with the month you make your first payment using TEP e-bill. After two years of using TEP e-bill, 24 months of your payment records will be in your online account, which you can access anytime, anywhere. Additionally, the Account Information page of Account Manager displays your most recent 12 months of bills and power usage.
CheckFree customers click here.
Q. Will I continue to receive a paper bill from Tucson Electric Power?
A. After enrolling in TEP e-bill, your bills are delivered online, with notification via e-mail. In some cases, you will receive one more paper bill in the mail before being switched to e-billing exclusively. Every month, you'll receive an e-mail notification with the necessary link when your current e-bill is available for viewing and paying online. Your bill notification will be sent to the e-mail address that you used to register with Account Manager. Be sure to update your e-mail address by clicking the "E-mail" link on the Account Information page of Account Manager if you switch your Internet Service Provider (ISP).
Q: I "filed" my e-bill before I paid it. How can I now view or pay it?
A: When you click on the "file" option for a bill, that bill is removed from your active e-bills list. You can view filed e-bills by clicking on the "My Filed Bills" button on the page listing your active bills. To pay a filed e-bill, click on the "Unfile" button next to the bill you want to un-file and/or pay. That will place the bill back in your list of active bills. From there you can choose to view or pay your bill as normal.
CheckFree customers click here.
Q: My first e-bill is a TEP bill I have already paid. What should I do?
A: Your first e-bill will be the TEP statement for the current billing cycle. Depending on when you sent your payment in the mail, your first e-bill statement may not reflect this payment. If you have already paid the bill for the current month, click the "file" button to have your e-bill stored in your e-file. You will receive an e-mail notification when your next bill is ready to view and pay online.
Q: Can I pay by credit card with TEP e-bill?
A: With TEP e-bill, you can make payments from any type of bank account, such as a checking, savings or money market account. If you wish to pay your TEP bill by credit card, you may do so through our third-party processing company's Web site or by calling 1-800-650-9138. The processing company will charge you a fee for this service. Please note that credit card payments are not part of the e-bill system; TEP e-bill provides free payment services only, but credit card payments incur a convenience fee.
If TEP e-bill is free, why is there a convenience fee for credit card payments?
A. Credit card payments are processed by a third-party vendor that charges a convenience fee on each transaction. TEP does not receive any portion of the fee charged for credit card payments. Credit card payments are a separate service from TEP e-bill, which allows you to pay your monthly bill electronically using your checking or savings account, free of charge.
Q: How long does it take for my payment to be credited to my account?
A: Please allow at least two business days for your payment to be credited to your account. If you need to have a payment posted to your account sooner, you can pay your TEP bill by cash at several authorized payment locations.
Q. I like the convenience of automatic payments with TEP's SNAP plan. How is TEP e-bill different?
A. With TEP's direct debit plan, called SNAP, you receive a paper bill that tells you when the amount due is going to be automatically deducted from your bank account.
With TEP e-bill, you receive your bill online (no paper bills mailed) and you can pay online. You decide the date and the payment amount to be deducted from your bank account or you can even set up recurring automatic payments similar to SNAP.
Another option is to receive your bill online, but to continue to pay by SNAP.
Q. What happens if I set up automatic (recurring) payments through TEP e-bill rather than SNAP?
A. If you decide to use the TEP e-bill automatic payment option, you'll be able to choose when your payment is made (on or so many days before the due date), to always pay the amount due up to a certain amount, and other options. You can also choose when to activate automatic payments and for how long (for example, to cover bills that come in during vacations). Please note: when you activate automatic payments, no bills currently in your list of active bills are affected. Only new bills received after setup will be scheduled for automatic payment, so be sure any current bills are paid in order to avoid any delinquencies.
Q. I want to continue to pay my bill through SNAP (direct debit). Can I still sign up to receive e-bills and eliminate paper bills?
A. Yes, you have the option to sign up to receive your TEP bill online but continue to pay by SNAP. By registering with Account Manager, you can choose to add the convenience of receiving and viewing your bill online with TEP e-bill. You will no longer receive a paper TEP bill in the mail. Instead, you'll receive an e-mail notification with the bill amount and date that your payment will be deducted from your bank account. The e-mail notification will also provide a link to view your entire e-bill at tep.com. There is no need to pay online as this will result in duplicate payments./p>
Q. What do I need to do if I want to change from the SNAP (automatic direct debit) plan to TEP e-bill?
A. To change bill payment methods, simply:
- Cancel your SNAP plan. Click here to disenroll from SNAP (if you are not logged in to Account Manager, you will be directed to the login page first)*
- Enroll in TEP e-bill by first registering with Account Manager
* To avoid double payments for the same billing cycle, you must first cancel your SNAP payment plan at least five business days before the date your next payment is scheduled to be deducted from your checking account.
Q. Why can't I just view my bill or account information?
A. A summary of your account information is available through Account Manager. Registering for Account Manager allows you to log in to a secure area and view up-to-date information about your account. To view an online version of your printed bill, you will need to enroll in TEP e-bill, which allows you to receive, view and pay your bill electronically. If you enroll in TEP e-bill, you will no longer receive a printed bill in the mail.
RESIDENTIAL FAQs
Q. How do I contact TEP?
A. You can connect, transfer or disconnect your Power Service online. For bill inquiries, credit, collection and non-emergency power outages, call Customer Care at (520) 623-7711, Monday - Friday from 7 a.m. - 7 p.m. For other inquiries, visit the Contact Us page.
Q. What's a "kWh," and why is it important?A. "kWh" or kilowatt-hour, is 1,000 watt-hours, the standard measurement for electricity consumption. For example, a single 100-watt bulb will use up 1 kWh after 10 hours. At a kWh rate of $0.08, the cost to light that 100-watt bulb for 10 hours would be $0.08. To better understand your electricity usage, check out Energy Tips.
Q. How does TEP arrive at my monthly kWh usage?
A. Your current month's kWh usage is calculated by subtracting the previous month's meter read from this month's meter read.
Q. How do I read my meter?
A. Your meter is like a car odometer in that the dial on the right has to make a full revolution before the next dial moves. Each dial is numbered 0 - 9. These are the numbers you use to determine your reading. Whichever number the arrow on the dial is pointing at is the number you write down (read dials right to left). If the arrow is between numbers write down the lower of the two numbers. For more details and a diagram, go to our Read Your Meter page.
Q. What is the benefit of the Historical Usage graph?
A. The Historical Usage graph allows you to compare your current use to prior billing periods and can help you spot trends in your electric consumption.
Q. What is the ACC Assessment?
A. The ACC Assessment is a state required fee assessed to all utilities by the Arizona Corporation Commission — the government body that regulates all state public utilities.
Q. What is the RUCO Assessment?
A. The RUCO Assessment refers to the Residential Utility Consumer Office, created by the Arizona State Legislature, to formally represent residential customers in certain proceedings. The assessment pays for part of RUCO's expenses.
Q. Is there another way for me to pay my bill other than by mail?
A. Yes. Receive, view and pay your bill online with TEP e-bill, or enjoy the convenience of automatic payments through SNAP. You can even pay by credit card. You may also pay your bill in person at any of the payment centers conveniently located throughout the Tucson area. Learn more about these choices under Payment Options.
Q. When does TEP read my meter?
A. Your current bill statement lists the date that your meter will be read the following month and the date that it was read for your most recent billing cycle.
Q. How can I lower my monthly bill?
A. Simple adjustments to your usage patterns and the installation of energy-efficiency devices can reduce your power consumption and lower your electric bill. Our Energy Tips will show you how to be a power saver. You can also visit our Energy Advisor and do an online energy audit of your home.
Q. My electric bills vary a lot from season to season. How do I even them out?
A. Your energy usage will fluctuate with the seasons and can even vary from month to month. Our Budget Billing program eliminates the guesswork of monthly electricity bills by estimating your annual bill and allowing you to pay the same amount every month.
Q. I'm moving. What do I need to know about my TEP account?
A. Connect, transfer or disconnect your Power Service using our easy online form or contact a TEP representative at (520) 623-7711 Monday - Friday from 7 a.m. - 7 p.m.
Q. How do I contact TEP?
A. You can connect, transfer or disconnect your Power Service online. For bill inquiries, credit, collection and non-emergency power outages, call Customer Care at (520) 623-7711, Monday - Friday from 7 a.m. - 7 p.m. For other inquiries, visit the Contact Us page.
Q. What's a kWh, and why is it important?
A. "kWh" or kilowatt-hour, is 1,000 watt-hours, the standard measurement for electricity consumption. For example, a single 100-watt bulb will use up 1 kWh after 10 hours. At a kWh rate of $0.10, the cost to light that 100-watt bulb for 10 hours would be $0.10. To better understand your electricity usage, check out Energy Tips.
Q. How does TEP arrive at our monthly kWh usage?
A. Your current month's kWh usage is calculated by subtracting the previous month's meter read from this month's meter read.
Q. How do I read our meter?
A. Your meter is like a car odometer in that the dial on the right has to make a full revolution before the next dial moves. Each dial is numbered 0 - 9. These are the numbers you use to determine your reading. Whichever number the arrow on the dial is pointing at is the number you write down (read dials right to left). If the arrow is between numbers write down the lower of the two numbers. For more details and a diagram, go to our Read Your Meter page.
Q. What is the benefit of the Historical Usage graph?
A. The Historical Usage graph allows you to compare your current use to prior billing periods and can help you spot trends in your electric consumption.
Q. What is the ACC Assessment?
A. The ACC Assessment is a state required fee assessed to all utilities by the Arizona Corporation Commission — the government body that regulates all state public utilities.
Q. What is the RUCO Assessment?
A. The RUCO Assessment refers to the Residential Utility Consumer Office, created by the Arizona State Legislature, to formally represent residential customers in certain proceedings. The assessment pays for part of RUCO's expenses.
Q. Is there another way for me to pay our bill other than by mail?
A. Yes. Receive, view and pay your bill online with TEP e-bill, or enjoy the convenience of automatic payments through SNAP. You can even pay by credit card. You may also pay your bill in person at any of the payment centers conveniently located throughout the Tucson area. Learn more about these choices under Payment Options.
Q. When does TEP read my meter?
A. Your current bill statement lists the date that your meter will be read the following month and the date that it was read for your most recent billing cycle.
Q. My electric bills vary a lot from season to season. How do I even them out?
A. Your energy usage will fluctuate with the seasons and can even vary from month to month. Our Budget Billing program eliminates the guesswork of monthly electricity bills by estimating your annual bill and allowing you to pay the same amount every month.
Q. Our electric bill seems to be higher than we would like. Is there anything we can do to minimize our expenditure and improve our bottom line?
A. We offer Energy Services specifically designed to help businesses improve operating efficiency. Check out our commercial Energy Tips and start saving the company money today. You can also visit our Energy Advisor and do an online energy audit of your business.
Q. Does our business qualify for wholesale or reduced energy rates?
A. To see if your commercial account qualifies for reduced rates take a close look at our Pricing and Policies page.
Q. We're changing our location. What do we need to do with our TEP account?
A. Connect, transfer or disconnect your Power Service using our easy online form or contact a TEP representative at (520) 623-7711 Monday - Friday from 7 a.m. - 7 p.m.
CONSTRUCTION FAQs
New Construction Home Owners
Q. We're planning on building way out in the western part of town. Who's my TEP rep?
A. TEP's service territory is separated into several construction zones, which can be viewed on the Area Map and Contacts page.
Q. We've always bought pre-existing homes in the past, so this process of building a new home is a little confusing. How do I get TEP involved?
A. Building a new home can be overwhelming if you're not adequately prepared. Be sure to frequently contact your general contractor, who can inform you of details along the way. To help you better speak the language of construction, see our Definitions and New Construction Process guides.
Q. What is the Guarantee Program?
A. Health, safety, comfort, durability and energy efficiency — enjoy these values, plus the lowest residential electric rate, only in a TEP Guarantee Home. Use the Builder List to choose your next neighborhood from the more than 50 production and custom builders that offer the program.
Q. Do you have any information about using solar energy to power my new home or business?
A. With TEP's SunShare program, receive TEP and state incentives to install solar panels on your home or business.
Q. Our contractor is asking us what type of appliances and HVAC systems we want installed. What's most efficient?
A. We have a lot of helpful Energy Tips on choosing high-quality appliances that help keep your electricity bill as low as possible, as well as great information on HVAC systems, including our favorite, heat pumps.
Q. What's my first step with TEP when planning new construction?
A. The first requirement is applying for the Permits and Inspections that allow TEP to install a service line and meter to your home or business. After you've completed the necessary governmental requirements, TEP's 12-Step New Construction Process will guide you the rest of the way.
MISCELLANEOUS FAQs
Q. What do I do when I see a downed power line?
A. Stay away from the hazard area, get to a safe location and call 911.
Q. I want my kids to learn about electricity for educational purposes and safety reasons. Do you have anything that would help them "discover electricity"?
A. TEP offers several Educational Resources for teaching children about the wonder and benefits of electrical power.
Q. I have heard TEP is a great place to work. How do I find out more about applying for a job?
A. TEP offers a challenging work environment, a competitive salary and an extensive benefits package. Check our Job Openings to see if there's a position right for you.
Q. I'm concerned about the environment and the impact our consumption of energy is having on the planet. What is TEP doing?
A. We, too, care about protecting our environment, keeping air and waterways clean and preserving fuel sources for future generations. TEP is a leader in Environmental Programs that aid in the preservation of Arizona's beautiful lands and wildlife.
Q. Being one of the largest corporations headquartered in Arizona, what types of things do you do to enhance the community?
A. In 2004, TEP's Community Action Team volunteered more than 27,000 hours at 500 nonprofit and civic organizations. Check our Guidelines and fill out an application to get our employee volunteers working for you.
Q. I heard that TEP gives out grants to local nonprofit agencies that are doing positive work within the community. Is this true? If so, how do I find out more?
A. Tucson Electric Power's Grants That Make a Difference campaign focuses on collaborative programs in TEP's service territory serving at-risk youth and their families.
Q. Where can I get information about TEP's financial performance?
A. Tucson Electric Power Company (TEP) is the principal subsidiary of UniSource Energy Corporation, publicly traded on the NYSE under the symbol UNS.
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