Luma customer service number — complete professional guide

Quick summary and where to find the official phone number

Luma Energy is the transmission and distribution operator that began managing Puerto Rico’s electricity grid on June 1, 2021. For the most reliable, up-to-date Luma customer service phone number always use the company’s official channels: the corporate website (https://www.luma.energy), the authenticated mobile app, or a recent bill. Contact numbers published on third‑party sites or social media can change quickly; the company’s site is the authoritative source.

Because phone lines, hours and specialized numbers (billing, outages, business accounts) are updated periodically, the fastest way to obtain the correct direct dial number is: 1) visit luma.energy and open “Contact Us,” 2) sign into the Luma customer portal from your bill to reveal account‑specific contact options, or 3) use the official Luma mobile app (available in the Apple App Store and Google Play) which displays the applicable support numbers for your account type and service area.

What phone numbers you should look for and why each matters

When you access Luma contact information you will typically see at least three different numbers or lines: a general customer service line for billing and account changes; an outage/emergency reporting line with priority routing; and a business or commercial accounts line for large meters and street‑lighting or municipal issues. Using the correct line reduces hold time and routes you to specialists who can take action immediately (for example, the outage line dispatches field crews while the billing line processes payment arrangements).

If you have a time‑sensitive safety issue — sparking wires, downed poles, natural gas odor near electrical equipment — always use the outage/emergency number or the emergency option in the mobile app instead of the general billing line. The outage line routes to dispatch and typically creates a trouble ticket immediately that you can reference in follow‑up calls or regulatory complaints.

What to have ready before you call Luma

• Account number and service address exactly as they appear on your most recent bill (account number formats are usually 8–12 digits). This speeds authentication and allows CSR to pull outage and meter data immediately.
• Meter number (on the meter face), last bill amount and last payment method — useful if your call involves billing disputes or payment posting delays.
• Exact timestamps and photos (if possible) for outages, equipment damage or safety hazards. Referenceable evidence reduces back‑and‑forth and helps escalate a ticket to field crews or inspectors.

Practical call strategy: what to say and escalation steps

Start the call with three pieces of information: your account number, the service address, and a one‑line description of the request (example: “Account 12345678 at 45 Calle Principal, San Juan — reporting a sustained outage since 08:40 this morning and sparking at the pole”). Clear, concise opening statements put the agent in the correct queue and reduce transfer times.

If the initial agent cannot resolve the matter, ask for the ticket number, the estimated time to resolution (ETR), the name and employee ID of the representative, and the supervisor’s escalation line or email. For unresolved outages longer than the ETR or for billing disputes where credits are denied, document each call and escalate in writing to the Puerto Rico Energy Bureau (Negociado de Energía) via its official consumer portal (see energy oversight section below).

Billing, payments and typical options

Luma offers multiple payment channels: online bill pay via the customer portal or app; automated bank transfer (ACH) and credit/debit card; in‑person payments at authorized banks and payment centers; and third‑party kiosk networks. Enrollment in autopay reduces late notices, but confirm the cut‑off date on your bill (payment processing windows commonly require 2–3 business days for ACH transfers).

For disputed charges, request a formal billing review and a timeline for investigation. Keep posted receipts and the CSR reference number. If the investigation does not resolve the dispute in 30–60 days, the Puerto Rico Energy Bureau provides a formal consumer complaint process that can freeze certain collection actions while the case is reviewed.

Payment channels (high‑value list)

• Online: Luma customer portal / mobile app — fastest for posting and immediate confirmation.
• Automatic payments: Enroll in ACH or card autopay; confirm the bank ACH routing and account number and the effective date on your bill.
• In‑person: Authorized bank branches and kiosks (check luma.energy for the current list of partners and any convenience fees).

Outages, safety, and regulatory escalation

For outages, use the outage line or mobile app first; you should receive a trouble ticket number and an estimated restoration time when available. If there is possible equipment failure with safety implications, note the exact location (pole number, cross street), take photos if safe, and request priority dispatch. Utilities commonly publish outage maps and restoration status on their website; check the map and refresh for updates and crew assignments.

If you cannot get satisfactory resolution through Luma customer service, document dates/times of all interactions and submit a formal complaint to the Puerto Rico Energy Bureau (consumer complaint channels and guidance are on energia.pr.gov). Regulatory bodies can require the utility to respond within prescribed timelines and can levy remedies if service obligations are not met.

Final recommendations and verification checklist

Always verify the telephone number and office hours on Luma’s official site (https://www.luma.energy) before calling. Keep a concise incident log (date/time, CSR name/ID, ticket number, actions promised) to support escalations or billing disputes. For any safety emergency or persistent outage affecting critical life‑support equipment (oxygen machines, dialysis), notify emergency services as well as Luma and request documented priority service.

Using the company’s official web and mobile channels, preparing the account and meter information, and following the escalation steps above will reduce resolution time and produce the documentation necessary for billing corrections or regulatory complaints.

What number is luma?

How to request new service. By calling 1-844-888-5862 (LUMA), or in person at any of our Customer Service Centers.

Who owns Luma in Puerto Rico?

Wayne Stensby is President & Chief Executive Officer of LUMA Energy, a Puerto Rico company owned 50 per cent by Canadian Utilities Limited, an ATCO company, and 50 per cent by Quanta Services.

How do I contact Luma AI customer support?

[email protected]
Support. Please contact us at [email protected] if you experience any issue with respect to the Services. We are under no obligation to respond to or to resolve all or any issue reported to us or to provide any updates, upgrades, or other technical or maintenance support with respect to the Services.

How long is the Luma contract in Puerto Rico?

15-year
This historic win for ATCO and Canadian Utilities has proven that across our global enterprise, we deliver world-class energy solutions that far outpace our competitors. The 15-year contract is to modernize and operate Puerto Rico’s 30,000-km electricity transmission and distribution system.

Does Luma charge a fee?

Use Luma for free with unlimited events and guests. Upgrade for more invites, 0% platform fee, and more. Luma Plus prices are in US dollars. Stripe, our payment processor, charges a credit card fee (typically 2.9% + 30 cents).

How do I contact Luma support?

Any customer with questions about their bill is encouraged to visit one of our customer service centers, call directly at 1-844-888-5862 (LUMA), use the MILUMA app and web portal or contact through the mail at PO Box 9100, San Juan, PR 00908-9100.