Frequently Asked Questions

Billing
Automated Phone System
Credit and Payment Policies
Starting, Stopping, Transferring Electric Service
Special services

Billing

How do I read my bill?
For tips on reading your bill visit "Understanding Your Bill."

When is my bill due?
Payment is due and payable on or before the due date printed on the bill.

How much do I owe?
You can find your balance on your monthly bill under current balance. You can also find your balance by using self-service channels such as My Account online or the customer service automated telephone system.

Why is my bill so high?
Why Your Bills May Vary:

Change of season: During the summer, hot weather will make your air conditioner, fans, refrigerator, pool or spa run longer and more often, using more energy. In the winter, your lights and heating appliances will be on longer as the days grow shorter and cooler.
Change in living habits: A new home, a new baby, new hobbies, visitors -- all these changes will cause an increase in your energy usage and your electric bill.
Additional or older appliances: A new computer, large screen television, pool or spa can increase your bill. Older appliances, which can become less efficient through the years, can also add to your electric bill.
Energy Saving Tips
Carbon Footprint Calculator

Does NV Energy offer Paperless Billing?

Yes. By registering for My Account you can view your bill and check your account balance. Paperless Billing is the fastest and most convenient way to receive your bill.

Our Automated Phone System

How do I navigate the automated phone system?
In Southern Nevada call (702) 402-5555
In Northern Nevada call (775) 834-4444

After selecting 1 (Residential), 2 (Commercial) or 3 (Spanish) use the following short cuts to get to the designated area of the phone system.

 

Average Billing 3, 6 or 5, 3
Account Information, Balance and Latest Payment Information 2, 1, 1
Duplicate Bill 2, 1, 2
Disconnect Notice Information 2, 2, 1
Electric Check Form Request 2, 3, 2
Energy Efficiency Department 4
Equal Payment Program Information 2, 3, 3
Letter of Credit 3, 5 or 5, 2
Mailing Address 2, 4, 2 or 5, 1, 2
New Construction 3, 2, 1 or 3, 4
New Service (Move In) 3, 2, 2
Online Payment Information 2, 3, 5
Outage 1
Pay By Phone (Bill Matrix) 2, 3, 1
Payment Arrangement 2, 2, 2
Payment Locations 2, 4, 1 or 5, 1, 1
Select Due Date Program Information 2, 3, 4
Stop Service (Move Out) 3, 3
Transfer Service 3, 1

Credit and Payment Policies

How does NV Energy determine the amount of the deposit?
Deposits are an average of the last 12 months of service at the address. If your residence does not have previous billing history, we charge $100 per service.

How can I get my deposit waived?
NV Energy will waive the deposit requirement if you have one of the following:

Residential

New customers can also provide the following:

  • Active military ID
  • Provide us with a recent letter of good credit from your previous utility

Commercial

  • Sign up for automatic monthly payments.
  • Provide Dunn and Bradstreet Report (less than 90 days old and subject to verification)
  • Time certificate of deposit made out to NV Energy South
  • Irrevocable letter of credit from a federally secured financial institution
  • Provide Surety Bond
  • Deposit amount must be >$5,000
  • Have an A rating or better (Best's Key Rating Guide)
  • 60 day cancellation clause
  • Signed by a Nevada resident agent

When is my deposit due?
Deposits are due with your first utility bill.

Will I get my Deposit back?
All paid deposits are refunded at the time of termination of service. Other restrictions or scenarios may apply. For complete details, please refer to our Tariff Information at nvenergy.com.

What if my payment is late?
A late charge on the past due amount will be applied to your bill if the amount owed is not paid by the due date.

What if my checked is returned?
NV Energy will require a cash or money order payment of the total unpaid bill. A return check fee will be assessed on your next bill.

Will I be able to pay by check again after my check is returned?
Yes. As long as the customer has no more than one returned check within a 12 month period.

What happens if I have more than one returned check?
If a customer has 2 or more returned checks within a 12 month period, they would no longer be able to pay by check at Shop&Pay, Bill Matrix, online services or any walk-in offices.

What happens if I don't pay my bill?
NV Energy will send you a notification if you are 30 days past due; however, if you do not pay your bill (including deposit), your service is subject to disconnection.

What is required to re-connect my service?
A re-connection fee and deposit will be assessed to reconnect power after the overdue bill is paid.

Can I pay my bill online?
Yes. With My Account, you can view your payment history, account balance, and make payments. You may choose whether your funds are drawn from your checking or savings account. Not only is paying online easy and convenient, it is the fastest way to pay.

Can I make a one-time payment using a credit card?
To pay by credit or debit card, go here:

https://paymentsnvenergy.billmatrix.com/

or simply call BillMatrix pay-by-phone service.

  • In Southern Nevada call (800) 253-8084
  • In Northern Nevada call (800) 809-1013

All you need is a touch-tone phone, your NV Energy account number, and your credit or debit card (with the Star symbol on the back). BillMatrix will charge a processing fee.

Where can I make my payment?
For your convenience, Shop & Pay is offered at more than 150 locations statewide. You can pay with cash, check or money order. Your payment will be posted the same day if you use one of the authorized Shop & Pay agents. Check our list of Authorized Payment locations.

Can I pay at Shop & Pay with a current bill or late notice?
Yes. Shop & Pay accepts any bill as long as it contains the customer's account number.

How can I verify you received my payment?
Each time you make a payment you get a confirmation number. Having that number gives you assurance that the system has received your transaction. You can use our self-service tools to verify if your payment is being processed. Just visit Payment History in My Account online or use the automated telephone system.

Does NV Energy offer an option of making equal monthly payments?
Yes. Most of us have higher utility bills during the summer and/or winter months and lower bills in the spring and fall. The Equal Payment plan lets you even out your energy costs over the course of a year so your monthly payment is the same and your budget is easier to manage. Payment amounts are adjusted if an imbalance exceeds $100 or rates change by 5 percent or more. Sign up for the Equal Payment Plan.

Can you give me an extension or may I make partial payments?
If you are not able to pay your total electric bill, you may be eligible to set up a payment arrangement. You can make a payment arrangement online using My Account or via telephone using our automated telephone system.

Starting, Stopping or Transferring Your Electric Service


I live in Northern Nevada (Reno Area). How do I Start, Stop, or Transfer my service?

To Stop service in northern Nevada sign up for MyAccount or call our automated phone system at (775) 834-4444.

To start or transfer service in northern Nevada call our automated phone system at (775) 834-4444. This system will walk you through a service request and give you a confirmation number when finished. If you prefer, a live customer service representative is available for you between the hours of 7:30am and 5:30pm Monday through Friday. We prefer you contact us one week before you would like your service request completed. Please remember that NV Energy connects/disconnects service only on weekdays, excluding holidays.

I live in Southern Nevada (Las Vegas Area). How do I Start, Stop, or Transfer my service?
To start or transfer service in southern Nevada , use our Start, Stop or Transfer Service or call our automated phone system at (702) 402-5555.

Each of these self service options will walk you through a service request and give you a confirmation number when finished. If you prefer, a live customer service representative is available for you between the hours of 7:30 a.m. and 5:30 p.m. Monday through Friday. We prefer you contact us one week before you would like your service request completed. Please remember that NV Energy connects/disconnects service only on weekdays, excluding holidays.

To stop service, sign up for and then log into My Account or call our automated phone system at (702) 402-5555. Each of these self service options will walk you through a service request and give you a confirmation number when finished. If you prefer, a live customer service representative is available for you between the hours of 7:30am and 5:30pm Monday through Friday. We prefer you contact us one week before you would like your service request completed. Please remember that NV Energy connects/disconnects service only on weekdays, excluding holidays.

I have a new construction project, who do I contact?
If you are building a new home or business project, visit the New Construction Center on our website. There you will be able to get valuable information about services and contact information.

Will I have to pay a deposit?
Deposit requirements vary. Please refer to our Credit and Payment Policies FAQ’s for further information.

What other special services does NV Energy provide for their customers?

Does NV Energy provide assistance for Hearing/Speech impaired?
You can communicate directly with our Customer Service department by phone if you have teletype transmitting equipment (TDD/TTY).

  • In Southern Nevada, call (702) 402-5080, Monday through Friday 8 a.m. to 5 p.m.
  • In Northern Nevada, call (800) 552-6258 24 hours a day, seven days a week.

Does NV Energy provide telephone assistance for non-English speaking customers?
Yes. NV Energy provides telephone assistance for:

  • Spanish-speaking customers in Southern Nevada call (702) 402-5554
  • Spanish-speaking customers in Northern Nevada call (775) 834-4700

An interpreter for other languages may be arranged by calling:

  • In Southern Nevada, (702) 402-5555
  • In Northern Nevada, (775) 834-4444

Gatekeeper Program
NV Energy's employees, such as meter readers, field service representatives and customer service representatives, are trained to recognize when residents may need assistance. We inform the appropriate agencies who can investigate and provide any assistance necessary.

Assistance Programs
In addition, NV Energy has many assistance programs to help our customer. Learn more about them here.