My Account Help

 

·        Register for My Account >>

·        Manage My Account >>

·        Login to My Account >>

·        Manage NES E-bill >>

·        Error Messages >>

·        NES Text Alerts >>

·        Contact Customer Service >>

 

Register for My Account

What are the benefits of creating an online profile?

·       Get your current balance

·       Report a power outage online

·       Sign up for paperless billing

·       View and pay your bill online

·       Sign up for NES text alerts

 

How do I create an online profile?

If you’re already an NES customer, click Register under My Account on the nespower.com homepage. You will need the following:

·       NES account number OR phone number tied to the account

·       Last four digits of the account holder's Social Security Number OR meter number

·       A valid 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 contain at least one number and one uppercase and one lowercase letter. Passwords are case sensitive.

 

Manage My Account

How do I update my profile information?

You can update your name, phone number and contact email address by logging into your online profile and clicking "Update Profile" in the navigation menu.

 

How do I add an NES account to my profile?

After logging into your profile, select “Manage NES Account” in the navigation menu. 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. You can edit your password by clicking “Change Password” in the navigation menu.

 

Where can I find my NES account balance?

After logging into your profile, the account balance is displayed on your profile landing page under My Account Summary.

 

How do I remove an NES account from my online profile?

Select “Manage NES Account” in the navigation menu and click DELETE beside the account you want to remove. If that account is enrolled in E-bill, it will be automatically dropped from the program and any online scheduled payments will not be processed. This action will re-start delivery of your paper bill.

 

Log into My Account

What if I forget my Username or Password?

Username: Select “Forgot Username" on the My Account login screen. Your username will be sent to the email address provided during registration.

 

Password: Select “Forgot Password" 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. Be sure to change the temporary password once you log into your profile by clicking “Change Password" in the navigation menu.

 

Manage NES E-bill

What is an E-bill?

By enrolling in E-bill, you will no longer receive a paper bill in the mail. Your electronic bill looks like the paper bill but is available to view online. You will receive an email notification each time a new bill is issued. To ensure you receive these emails, add "custserv@nespower.com" and "NES.notify@nespower.com" to your safe senders list. Select the Add/Save to Address Book function in your email browser and follow the instructions.

 

How do I sign up?

Click the “Enroll in E-bill” button from your My Account landing page or select “Manage NES Account” in the navigation menu to sign up. You will receive an email confirmation verifying your enrollment.

 

Who is eligible to enroll?

Online billing is available for both residential and commercial customers. Exceptions include those enrolled in summary billing. Payments totaling more than $25,000 within a 30 day period are not allowed.

 

How do I cancel my E-bill enrollment?

Select “Manage NES Account” in the navigation menu to de-enroll. Any online scheduled payments will not be processed and this action will re-start delivery of your paper bill.

 

What if I’m not receiving my E-bill notification emails?

Select "Update Profile" in the navigation menu to verify that your email address is correct.

If you’ve recently moved, your NES account number has changed. That means you’ll need to add your new account number to your online profile by selecting “Manage NES Account” in the navigation menu and enroll in E-bill. 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.

Also, be sure to add "custserv@nespower.com" and "NES.notify@nespower.com" to your safe senders list to prevent these email from being filtered into your spam, junk or bulk mail folder. Select the Add/Save to Address Book function in your email browser and follow the instructions.

 

What are my payment options?

Payments can be made from a valid checking or savings account. You can schedule an individual payment by logging into My Account and selecting the “View/Pay” Bill button. Or, you can enable AutoPay so that your bill amount is automatically drafted from your bank account each month.

If you wish to pay by credit or debit card, you can make a one-time payment online. No more than five payments totaling $4,500 within a 30 day period are allowed. The processing company charges a $2.25 fee for this service. NES does not receive any portion of this fee.

 

Is AutoPay the same thing as Nashville Electric Automatic Transfer (NEAT)?

AutoPay is 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.

 

How do I make a payment?

After logging into your profile, select “View/Pay Bill” to be redirected to our payment provider, Kubra. You will need to add your banking information to your E-bill profile before you can make a scheduled payment.

If you wish to pay by credit or debit card, you can make a one-time payment online. No more than five payments totaling $4,500 within a 30 day period are allowed. The processing company charges a $2.25 fee for this service. NES does not receive any portion of this fee.

 

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 1 p.m. on your due date to avoid a late fee.

 

When will my payment be posted to my NES account?

E-bill payments made on business days before 1 p.m. CST will post the same day. Payments scheduled after 1 p.m., on non-business days or holidays, will be applied the following business day. Automatic payments that fall on a weekend or holiday, will be posted to your account the following business day. *Note: The exact time is defined by computer servers owned by Kubra.

 

NES Holidays

New Year's Day

Martin Luther King Jr. Day

Good Friday

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Day after Thanksgiving

Christmas Eve

Christmas Day

 

How do I set up automatic payments with AutoPay?

After logging into your profile, select “View/Pay Bill” to be redirected to our payment provider, Kubra. Click on “Manage Automatic Payments” under Payment Options in the left menu navigation. Your automatic payment will become effective with the next bill. Note: NEAT customers who wish to switch their accounts to AutoPay may do so by contacting Customer Relations at 615-736-6900.

 

How do I know what payments I have scheduled or completed?

To view your payment activity, select Payment History under Payment Options in the left menu navigation.

·       Scheduled: Payment is scheduled for a current or future date.

·       Approved: Payment has been approved and funds transferred.

·       Cancelled: Payment has been cancelled by the user.

·       Pending: Payment has been submitted to the payment processor.

·       Aborted: Payment has been cancelled by the system due to payment amount limitations or the payment account has been removed.

·       Returned: Payment has been returned due to insufficient funds or because the payment account is closed.

·       Refund: A refund is scheduled for a future date.

·       Refunded: Funds have been deposited into the user’s bank account.

·       Remit: Payment has been reported to NES.

 

Can I cancel a payment?

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

 

How do I change my payment account information?

After logging into your profile, select “View/Pay Bill" to be redirected to our payment provider, Kubra. Click on “Manage Payment Accounts” under Payment Options in the left menu navigation. If you delete your current banking information, you will need to re-schedule any payments after adding your new payment account.

 

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 12 months.

 

Error Messages

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, your account is locked out for approximately 15 minutes after three unsuccessful log in attempts.

 

I am trying to pay my E-bill but received a message that the payment cannot be processed. 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 12 months.

 

NES Text Alerts

What kind of text alerts are available?

If you are enrolled in NES E-bill, you can sign up for billing & payment alerts via text message in the E-bill Center. NES also offers a 24/7 notification service that enables customers to report power outages and receive restoration updates by texting from their mobile device.

 

How do I register for outage reporting text alerts?

After logging into My Account, click on NES 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 from your online profile.

 

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.

 

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?

Log into My Account to update the mobile phone number tied to your NES account. Once you register your new mobile number, 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 changes. Therefore, your old account will no longer be enrolled in NES Text. Click on “Manage NES Account” from your online profile and follow the instructions.

 

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.

 

Contact Customer Relations

How do I contact you if I have questions?

You can submit an online form or call 615-736-6900 (Monday-Friday 6 a.m. to 9 p.m., Saturday 7 a.m. to 5 p.m.).