NES E-bill is Improving! Be on the lookout for new options that will make viewing and paying your bill even easier. Coming soon!

My Account Help



Register for My Account Top

What are the benefits of creating a NES Power Online Profile?
Get your current balance
Find out when your meter will be read
Access up-to-date account summaries for each registered premise (accessible from the top-left drop down box).
Sign up for paperless billing
Access your billing and payment history
View your bills online
Make payments from your bank account

How do I create an online profile?
If you are already an NES customer, simply click on the My Account "Register" button located on the nespower.com homepage. To register, you'll need:
NES account number OR phone number tied to the account
Last four digits of the account holder's Social Security Number or meter number
Email address

Are there Username and Password requirements?
Your Username must be a valid email address. Your Password must be at least 8 characters, and it must contain at least one number and one uppercase and one lowercase letter. Passwords are case sensitive.

Manage My Account Top

How do I update my profile information?
You can update your name, phone number and email address by logging into your online profile and selecting the "Update My Profile" link.

How do I add an NES account to my profile?
Select the “Add an NES Account" link under NES Account Options on your profile landing page. You will need your NES account number OR the phone number tied to your account and the last four digits of the account holder's Social Security Number or meter number.

Can I change my Username or Password?
Your Username cannot be changed. To edit your Password, select the “Change My Password" link on your profile landing page.

Where can I find my NES account balance?
Your account balance is displayed on your profile landing page under NES Account Summary.

How do I remove an NES account from my online profile?
You can delete an NES account by logging into your online profile and selecting "Remove an NES Account" under NES Account Options on your profile landing page. Select the check box for the account(s) you wish to delete from your online profile and click Remove. If enrolled in E-bill, you will be automatically dropped from the program. Any online scheduled payments will not be processed. This action will re-start delivery of your paper bill.

Log In to My Account Top

What if I forget my Username or Password?
Username: Select the “Forgot Username" link on the My Account login screen. Your Username will be sent to the email address provided during registration.

Password: Select the “Forgot Password" link on the My Account login screen. You will be prompted to enter your Username and answer your Secret Question. A temporary password will be sent to the email address provided during registration. Once you receive this email, you can log into your profile and change the temporary password by clicking on the “Change My Password" link.

Account Security Top

How is my personal and financial information kept safe?
Username and Password:
Your Username and Password are unique identifiers that only you know. As long as you don't share your login information with anyone, no one can view your bills or personal information.

SSL:
NES uses SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.

Encryption:
NES uses 128 bit encryption to make your information unreadable as it passes over the Internet.

Automatic Sign Out:
You will be automatically signed out of a session if you are inactive for 20 minutes.


Are all computers safe to use?
Computer security experts advise that your information may be at risk when you use a public computer for personal business. While there are numerous security measures to protect your personal information on our website, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, Internet Cafe's, etc. For maximum security you may want to avoid using public computers when registering or modifying your personal or banking information.

Contact Customer Service Top

How may I contact NES Customer Relations?
Click “Contact Us" in the top menu. You have the option of submitting an online form or calling to speak with a Customer Relations Advisor at (615) 736-6900.

NES Text Alerts Top

What is NES TEXT?
NES TEXT is a 24/7 notification service that enables customers to report power outages and receive outage restoration updates via text message.

Are there fees for this service?
There is no charge for using NES TEXT, although standard messaging and data rates may apply based on your mobile phone plan.

NES TEXT works with the following carriers: AT&T, Verizon Wireless, Sprint, T-Mobile, U.S. Cellular, Alltel, Boost Mobile, Virgin Mobile, Alaska Communications Systems (ACS), Appalachian Wireless (EKN), Bluegrass Cellular, Cellular One of East Central IL (ECIT), Cellular One of Northeast Pennsylvania, Cincinnati Bell Wireless, Cricket, Coral Wireless (Mobi PCS), COX, Cross, Element Mobile (Flat Wireless), Epic Touch (Elkhart Telephone), GCI, Golden State, Hawkeye (Chat Mobility), Hawkeye (NW Missouri), Illinois Valley Cellular, Inland Cellular, iWireless (Iowa Wireless), Keystone Wireless (Immix Wireless/PC Man), Mosaic (Consolidated or CTC Telecom), Nex-Tech Wireless, NTelos, Panhandle Communications, Pioneer, Plateau (Texas RSA 3 Ltd), Revol, RINA, Simmetry (TMP Corporation), Southern Linc, Thumb Cellular, Union Wireless, United Wireless, Viaero Wireless, and West Central (WCC or 5 Star Wireless), Cellcom, CSpire Wireless.


How do I register for NES TEXT?
Login to My Account at nespower.com and click on Text Alerts OR text “REG” to 637797 (NESPWR). You will receive a confirmation text message when registration is complete. Note: If your cell phone number is not tied to your NES account, you will need to register for NES TEXT on our website.

Can I register additional mobile devices for NES TEXT?
From your online profile, you can register up to two mobile phone numbers for each NES account. For verification, you will receive a passcode texted to each device you register.

How do I report an outage via text?
Text “OUT” to 637797 (NESPWR) from your mobile device. You will be asked to confirm the address without power. Next, you will receive a confirmation message that your outage has been reported. Once we believe power has been restored to your property, you will receive a restoration text message. For hazardous conditions such as downed power lines or sparking equipment, please call 911.

How often will I receive text messages?
The frequency of text messages will vary based on the number of outages. NES TEXT is a 24/7 notification system. You will receive a text message when your outage has been reported and a confirmation text when power is restored.

What are the keyword commands for NES TEXT?
REG – Register for text messages
OUT – Report a power outage
STAT – Request an outage status update
STOP – Stop all alerts
HELP - List of keyword commands


What if I received a restoration text message, but my power is still off?
​First, look to see if the circuit breaker has tripped. If power is still off after checking the main breaker, text “OUT” again to 637797 (NESPWR) to re-report the outage. This will notify NES that additional repairs may be required.

Who can I contact if I need help registering for NES TEXT?
​Please call 615-736-6900 or email custserv@nespower.com.

How do I stop receiving alerts?
Text “STOP” to 637797 (NESPWR) from the mobile phone that you wish to unregister. You will receive an opt-out confirmation text message. If you would like to re-register, text “REG” to 637797 (NESPWR).

What if my mobile phone number changes?
Login to My Account at nespower.com to update the mobile phone number tied to your NES account. Once you register your new mobile number for NES TEXT, you will receive a confirmation text message when registration is complete.

What if I move to a new address?
When you move to a new service address, your NES account number will change. Therefore, your old account will no longer be enrolled in NES TEXT. Click on “Add an NES Account” from your online profile and follow the instructions.


Register for NES E-bill Top

What is an E-bill?
An electronic bill looks like the paper bill you receive each month, but it is generated in an electronic format and is available to view online.

Who is eligible to enroll?
Online billing is available for both residential and commercial customers. Exceptions include those enrolled in Summary Billing and commercial customers on interruptible rates.

How do I sign up to pay my bill online?
You can sign up for E-bill when you add an NES Account to your profile by selecting the "Enroll in Paperless Billing" check box. To enroll an existing NES account on your profile, select the "Enroll or Cancel E-bill" link on your profile landing page. Select the check box for the account(s) you wish to enroll in E-bill and click Submit.

Will I receive any confirmation after registering?
You will receive an email confirmation to verify your enrollment.

How will I be notified each month when my bill is available online?
You will receive an email notification each time a new bill is issued. To ensure that you receive your E-bill each month, please add "CustServ@nespower.com" and "DoNotReply@nes.ebillservice.net" to your safe senders list. Select the Add/Save to Address Book function in your email browser and follow the instructions.

Will I continue to receive a paper bill in the mail?
By enrolling in E-bill, you will no longer receive a paper bill in the mail. However, you can print your bill from your computer at any time to save a hard copy for your records. Paperless billing is beneficial for the environment by cutting down on the demand for paper.

I moved recently and I’m not receiving my E-bill notifications. Why?
If you have moved, you will need to add your new NES account number to your online profile. Select the “Add an NES Account" link under NES Account Options on your profile landing page. You will need your NES account number OR the phone number tied to your account and the last four digits of the account holder's Social Security Number or meter number. You can find your account number on the first paper bill sent to your new place of residence.

Cancel my E-bill Enrollment Top

How do I cancel my E-bill enrollment?
To cancel your E-bill enrollment, select the "Enroll or Cancel E-bill" link on your profile landing page. Select the check box for the account(s) you wish to de-enroll from E-bill and click Submit. You will be automatically dropped from the NES E-bill program. Any online scheduled payments will not be processed. This action will re-start delivery of your paper bill.

What happens to scheduled payments if I cancel my enrollment?
Any online scheduled payments will not be processed after you cancel your enrollment.

View my Bill Top

What if I’m not receiving notification that my E-bill is ready to pay?
Click on "Update My Profile" to be sure your email address is correct. Also, check your security settings. To prevent important email messages from being filtered into your Spam, Junk, or Bulk Mail folder, add "CustServ@nespower.com" and "DoNotReply@nes.ebillservice.net" to your safe senders list. Select the Add/Save to Address Book function in your email browser and follow the instructions.

If you have moved recently, you will need to add your new NES account number to your online profile. Select the "Add an NES Account" link under NES Account Options on your profile landing page. You will need your NES account number OR phone number tied to your account and the last four digits of the account holder's Social Security Number or meter number. You can find your account number on the first paper bill sent to your new place of residence.


Will I still receive the Power Notes newsletter and bill inserts that are included with the paper bill?
Power Notes and monthly bill inserts will be available as a link on your E-bill email notification and online at nespower.com/note.html.

When will my online bill be available each month?
Your E-bill is created the same time your paper bill would normally be printed. It is ready to view or pay within 24 hours. You will receive an email notification each month when your bill is available online.

Can I see my previous NES bills online?
Your bills will be stored in the Bill History section after you make an online payment. Over time, you will have access to up to 13 months of billing history.

How do I set up or change my billing and payment alerts?
You can sign up to receive billing and payment notifications via email or text message, including alerts when your bill is ready to view online, courtesy reminders and more. Look for the "Worry-free Options" link to choose the alerts you would like to receive.

Payment Options Top

What are my payment options with NES E-bill?
You have two payment options online:
1. Automatic Payments (AutoPay) - Your bill amount is automatically deducted from your bank account each month on your due date.

2. Individual Payments - Schedule your payments by logging into your profile and selecting the "View/Pay Bill" button.

What types of payment accounts are accepted?
Payments made from a valid checking or savings account are accepted. If you wish to pay by credit or debit card, you can make a One-Time Payment online (available for residential and small commercial customers less than 15,000 kWh per month). The processing company charges a $2.25 fee for this service. NES does not receive any portion of this fee.

Do I need to schedule my online payment each month?
Yes, unless you set up automatic payments with AutoPay.

Is AutoPay the same thing as Nashville Electric Automatic Transfer (NEAT)?
AutoPay is totally separate from Nashville Electric Automatic Transfer (NEAT). To prevent duplicate payments, NES does not allow enrollment in both programs. Customers who wish to switch their accounts from NEAT to AutoPay may do so by contacting Customer Relations at (615) 736-6900.

Make a Payment Top

How do I make a payment?
Login to your profile and select the “View/Pay Bill" button to see a summary of your current E-bills. Choose your payment account and the date you want to pay your bill. You will need to add your banking information to your E-bill Profile before you can make a payment. Click the "Payment Accounts" link in the top navigation bar to add a bank account.

When will my payment be posted to my NES account?
Payments made on business days before 3 p.m. CST will post the following business day. If you try to schedule a payment after 3 p.m. or on a non-business day, the payment will not be applied to your NES account until the day after next. For automatic payments, if your bill is due on a weekend or holiday, your payment will be posted to your account the following business day. *Note: The exact time is defined by computer servers owned by Fiserv, Inc. and the specific Payment Gateway.

NES Holidays
New Year's Day
Birthday of Martin Luther King Jr.
Good Friday
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Eve
Christmas Day


Can I extend the payment due date?
E-bills are due on the same date as paper bills. Always make a payment no later than your due date to avoid late charges.

What is AutoPay?
Your payment is automatically deducted from your bank account each month with AutoPay. You will receive your E-bill statement in advance to ensure you have time to review it. AutoPay is a separate program from Nashville Electric Automatic Transfer (NEAT). To prevent duplicate payments, NES does not allow enrollment in both programs. Customers who wish to switch their accounts from NEAT to AutoPay may do so by contacting Customer Relations at (615) 736-6900.

How do I set up automatic payments through AutoPay?
If you are already enrolled in E-bill, login to your profile and select the "View/Pay Bill" button. Click the "AutoPay" link to set up automatic payments. Your automatic payment will become effective with the next bill, even if you enroll prior to the due date of the current bill. NEAT customers who wish to switch their accounts to AutoPay may do so by contacting Customer Relations at (615) 736-6900.

How do I cancel automatic payments?
Login to your profile and select the "View/Pay Bill" button. Click on the AutoPay link to change or cancel your automatic payments.

How do I know if I'm set up on AutoPay?
Login to your profile and select the “View/Pay Bill" button. Click on "Worry-free Options" to view your current AutoPay accounts.

How do I change my bank account information?
After logging into your profile, click on the “View/Pay Bill" button. Your banking information can be accessed under the Payments Accounts link in the top navigation bar. If you delete your current banking information, you will need to re-schedule any payments after you add your new bank account.

How do I know which payments I have scheduled or completed?
The Payment Activity page displays the payment status of each bill. You will have access to up to 13 months of payment history.
Scheduled – The payment is set up to be sent in the future.
In Process - The payment is being processed and cannot be changed or canceled.
Processed - The payment has been made. It may take a few days for us to credit your account.
Canceled - You canceled the payment.
Failed - The payment was returned because the money could not be withdrawn from your payment account. This status will appear if you have closed the payment account or if you had insufficient funds to make the payment.

How can I confirm if my payment has been processed?
After logging into your profile, select the “View/Pay Bill" button. You can check your payment status by selecting the "Payment Activity" link in the top navigation bar.

What happens if I schedule a payment and there is not enough money in my bank account?
Your financial institution may refuse to honor your online payment request due to insufficient funds. If your payment is returned more than once within a year, NES will not accept payments from your checking or savings account for six months.

Can I cancel a scheduled payment?
You may cancel a payment as long as the payment status is still listed as "scheduled".

What happens to scheduled payments if I delete the bank account that was used to set up the payment?
All scheduled payments will be cancelled if their status is still listed as "scheduled." You must make other arrangements to pay these bills.

Error Messages Top

I have tried several times to log in, and now I am locked out. Why?
We were unable to recognize your Username or Password. As a security measure, access to your account is blocked after three unsuccessful log in attempts. Your account will be locked out for approximately 15 minutes from your last unsuccessful login attempt.

I am trying to pay my E-bill, but I have received a message that NES cannot process this transaction. Why?
There may be a credit problem associated with the account. If your payment is returned more than once within a year, NES will not accept payments from your checking or savings account for six months. To speak with a Customer Relations Advisor, call 615-736-6900.

What if I receive a message that the system is unavailable?
The system is unable to retrieve account information due to a temporary technical problem at our site. If the problem persists, please email CustServ@nespower.com or call 615-736-6900.