CPS San Antonio Customer Service — Expert Guide

Overview and scope of service

CPS Energy is the municipally owned electric and natural gas utility serving San Antonio and the surrounding Bexar County area. It is widely recognized as the largest municipally owned combined electric and natural gas utility in the United States, serving approximately 860,000 electric and roughly 350,000 natural gas customers in the region (figures are approximate and reflect recent service totals as of 2024). For authoritative account details, forms, outage maps and realtime information visit https://www.cpsenergy.com.

The customer service organization handles account setup, billing, emergency outage response, energy efficiency programs and customer assistance. The modern CPS structure dates back to the mid-20th century and has continuously added digital channels (mobile app, web portal) while maintaining 24/7 outage reporting and seasonal assistance programs designed for low-income and medically dependent customers.

Primary contact channels and practical hours

CPS Energy provides multiple, prioritized channels so customers can reach the right team fast. Phone remains the primary channel for urgent account questions and outages, the website and mobile app are the fastest way to view usage and pay bills, and in-person options are available for customers who need document verification or assistance setting up payment plans. Social media and email are used for advisories and non-urgent correspondence.

Typical customer service hours for billing and account management are during business days, while outage reporting and emergency dispatch operate 24/7. When contacting by phone, have your account number ready (printed on the bill or in the web portal) to speed verification and service. Commonly used phone and web contacts (useful to save in a phone):

• Customer Service (general billing & account help): 210-353-2222 (main line)
• Outage reporting / emergency line (24/7): 210-353-4357 (HELP)
• Official site for payments, outage map, forms and programs: https://www.cpsenergy.com
• Mobile apps: CPS Energy app on Apple App Store and Google Play for outage alerts, billing and usage graphs

Billing options, rates and assistance programs

CPS Energy offers multiple billing pathways: online one-time payments, autopay (bank draft), recurring credit/debit card payments, phone payments and authorized walk-in payment centers. Many customers enroll in budget billing or Level Bill programs that smooth seasonal swings; enrollments typically require three to six months of billing history or a security deposit alternative. Average residential electric rates in San Antonio have historically been in the $0.11–$0.12 per kWh range (as of 2024), so typical monthly bills for a single-family home often fall between $100 and $180 depending on usage and season.

For customers facing hardship, CPS Energy administers targeted programs such as Power to Care (customer assistance collections and grants), payment plans that can split delinquent balances into manageable installments, and referrals to federal/state programs like LIHEAP. Eligibility criteria vary by program and are documented at the CPS Energy assistance pages; when applying, provide proof of income and a current CPS account number to accelerate approval. Proactive communication (requesting a payment arrangement before disconnection) is the most effective way to avoid interruption of service.

Starting service, moves, deposits and required documentation

When initiating service or transferring an account, CPS Energy requires identity verification, proof of residency or tenancy and a Social Security Number (or ITIN) for credit and deposit assessments. New accounts may require a security deposit, especially if there is limited credit history with the utility; deposits commonly range based on credit score and account history but are often in the $100–$300 range for residential accounts. Deposits accrue interest where mandated and are applied to delinquent balances or refunded per policy after an established good payment history (usually 12 months).

To set up or move service most efficiently, customers should prepare the following documents and information before contacting customer service or visiting a center:

• Valid photo ID (driver’s license, state ID, passport) and date of birth
• Proof of residency (lease agreement, mortgage statement) or move-in date
• Social Security Number or ITIN for credit check and deposit calculation, plus prior utility account number if transferring credits

Outage response, emergency protocols and restoration priorities

Outage reporting is centralized and operates 24/7; customers should report outages by phone or via the mobile app so CPS Energy can log location, estimated customer count and any hazards (downed lines, sparking). For public-safety reasons, always treat downed lines as live and report their exact location rather than attempting to clear debris. During major weather events the utility activates mutual aid agreements and emergency response plans—restoration timelines depend on scale: isolated outages often restored within hours, while widespread storm damage can take 24–72 hours or longer for full restoration.

Restoration priority follows standard utility practice: first crews focus on transmission and distribution feeders that restore the greatest number of customers, then critical facilities (hospitals, water treatment), and finally individual residential circuits. CPS provides estimates and real-time status updates on the outage map; if you rely on electrically powered medical equipment, contact customer service in advance to register for priority notifications and to learn about backup options.

Energy efficiency, rebates and technical support

CPS Energy maintains rebate and incentive programs for residential and commercial customers to encourage energy efficiency and distributed generation. Typical incentives include rebates for qualifying HVAC upgrades, insulation, smart thermostats and residential solar interconnection assistance. Customers should consult the program webpages for up-to-date rebate values, eligibility rules and required contractor certifications—rebate levels and program budgets change annually.

For technical questions, CPS offers online energy calculators, usage graphs in the customer portal, and referrals to certified contractors for upgrades. If planning solar or battery interconnection, submit an interconnection application early—CPS has established technical screens and an approval timeline that can range from weeks to months depending on system size and necessary studies.

Will CPS Energy call you?

Please remember: We will never call to demand payment and threaten same day disconnection. We may call with a reminder that you have a past due balance and are at risk for service disconnection. We will never ask for your banking or credit card information.

Is CPS Energy only in San Antonio?

We provide safe, reliable, and competitively priced services to more than 950,000 electric and over 389,000 natural gas customers in San Antonio and portions of seven adjoining counties.

What happens if I don’t pay CPS?

Under certain circumstances and when appropriate, CPS has repossessed collateral from people who haven’t provided payment. It is not something we always do or necessarily want to do, but, unfortunately, there are instances in which we may choose to recover the collateral after non-payment.

What is the number for Bexar County CPS assistance?

Online at Bexar County’s Department of Community Resources or get help by calling 210-335-3666 (for Bexar County residents)

What is the CPS Energy customer service number in San Antonio?

(210) 353-2222
For any other question, please feel free to call one of our customer service representatives at (210) 353-2222 or send us a question by email at [email protected]. For emergency gas issues, please call: (210) 353-4357.

Does CPS San Antonio have an app?

Downloading the iOS and Android available app, users can monitor, control, change, and set up a variety of profiles depending on their usage patterns.