Alert FAQs


What are “alerts”?

Text and/or email messages sent to users to inform them of activity on an account.

Will I automatically receive alerts, or do I have to sign up?

You will need to enroll for alerts if you wish to receive them.

Does APCO charge for alerts?

APCO does not, but standard text message and data rates may apply. These will vary based upon your mobile data plan with your cellular provider.

How do I sign up more than one cell number and/or email address for alerts?

There is no limit to the number of people who receive alerts regarding an account. In order to have multiple cell phone numbers and/or email addresses each person requesting the alert would need to create their own user identification and password.

What are the Terms & Conditions?

View the Terms & Conditions for Alerts and Subscriptions.

Terms & Conditions: Alerts and Subscriptions

By subscribing to American Electric Power Company’s Mobile Alerts Service, you acknowledge and agree to the following:

Billing and Payment Alerts

  • AEP shall NOT have any liability for any delay or failure to deliver a billing or payment related notification under this Mobile Alerts Service.
  • Billing and payment alerts are provided in addition to regular billing statements, disconnect notices or other standard communications sent by AEP. These alerts are not a replacement for any regular billing statements, disconnect notices or other standard communications. Should any discrepancies between a billing or payment alert and standard communication exist, the information provided in the standard communication shall prevail. These Alerts are provided in addition to any notices required by state law, regulation, or tariff filed by AEP or its subsidiaries.
  • Any notice of disconnection provided in this Mobile Alerts Service is in addition to any disconnection notices provided under state law, regulation or tariff.
  • AEP shall NOT have any liability for any mistakes or errors in any billing or payment notification provided under this Mobile Alerts Service.
  • AEP has third-party partners that may also send billing or payment related communications. Alerts sent by AEP are provided in addition to, and would not replace these communications.

Outage Alerts

  • AEP shall NOT have any liability for any delay or failure to deliver an outage related notification.
  • Planned outages and notifications of such outages will normally not generate an outage-related notification.
  • Recipients shall consider any outage related information as guidance and not as an absolute guarantee. AEP will send outage related notifications based upon available information, we do not guarantee that the notifications will be without error.
  • Due to variations in equipment from one area to another, it is likely that there will be variations in the accuracy of outage related notifications from one area to another.
  • Short outages will normally not generate an outage-related notification.
  • During large scale outage events, the frequency and timeliness of outage updates may be impacted.
  • Alerts shall only be sent when we believe a power outage exists at a subscribed address. Thus, there will not be a consistent pattern to when alerts will be sent.


  • AEP does NOT warrant or guarantee that alerts will be sent or received and AEP shall NOT be responsible for any lost or misdirected messages.
  • By electing to participate in this program you are authorizing AEP to contact you via the avenue elected with transactional messages pertaining to this relationship. Accepting this service shall be considered as affirmative consent to receive the related messages should these messages ever be classified as commercial in nature.
  • AEP shall NOT have any liability under any theory of recovery, whether in contract or tort, for any loss or damages due to delay or failure to deliver an alert. Without limiting the previous sentence, AEP disclaims any liability, expressed or implied, for indirect or consequential damages arising from your subscription to AEP’s alert service.
  • End-user agrees not to publish, copy, communicate to the public, edit, retransmit, or amend any data received as part of AEP’s alert services. The data communicated via the service is provided for your personal non-commercial use only and may not be used for any other purpose.
  • Information and data ("Personal Data") that you have provided when using AEP’s alert services will only be used by AEP and its suppliers and contractors for company purposes.
  • Data other than Personal Data may be aggregated and used for the purpose of undertaking market research or in facilitating reviews, developments and improvements to AEP’s alert services.
  • Each AEP subsidiary has a complete Privacy Policy:
  • You may discontinue some or all alerts at any time by modifying your alert subscription or by unsubscribing entirely. You may do so after logging in at the appropriate AEP subsidiary’s website:
  • If you need assistance in modifying your alert subscription or in unsubscribing entirely you may contact one of AEP’s Customer Operations Centers:
    • AEP Ohio - 1-800-672-2231
    • AEP Texas - 1-877-373-4858
    • Appalachian Power - 1-800-982-4237
    • Indiana Michigan Power - 1-800-311-4634
    • Kentucky Power - 1-800-572-1113
    • Public Service Company of Oklahoma - 1-888-216-3523
    • Southwestern Electric Power Company - 1-888-216-3523
    • National Accounts - 1-888-710-4237
  • AEP has ten days to process an unsubscribe request.
  • AEP is authorized to send a communication to you should you choose to unsubscribe, to verify your request.
  • These Terms and Conditions shall be governed by applicable state law.

Additional E-mail Alert Terms and Conditions

  • In order to avoid e-mail alerts from being directed as spam, please add the appropriate e-mail address to your e-mail address book or spam filter. Please contact your e-mail service provider for instructions on how to add addresses to your address book or spam filter if needed.
  • These e-mail addresses are used for sending only, they do not receive e-mail. Any e-mails sent to these addresses will not be received; therefore, we will not be able to respond to you. Please send any e-mail communications to
  • If you send us an e-mail with questions or comments, AEP may use your e-mail address and other personal information included in your correspondence in order to respond to you.
  • If you provide us with your e-mail address in order to receive alerts, AEP may use your e-mail address to send you other types of information.
  • End-user may unsubscribe directly from an e-mail by clicking the "Unsubscribe" link near the bottom of the email.

Additional Text Alert Terms and Conditions

  • Text alerts shall be sent from 23711.
  • For text alerts, standard rate charges apply as per the end-user’s agreement with his/her mobile phone service provider. Message and data rates may apply. AEP assumes NO responsibility for any service charges.
  • AEP has no control over end-user agreements with mobile phone service providers and therefore is not responsible for and will not be liable for any breach of the terms of such agreement or any mistake that may arise in the billing process.
  • End-user acknowledges that he/she is the owner or legitimate user of the mobile phone registered, or that he/she has the express consent of the owner or legitimate user.
  • End-user is responsible for providing and maintaining a mobile phone and ensuring connection to a mobile network capable of receiving the text alerts.
  • End-user acknowledges that the text alerts may, at any time, be adversely affected by problems with the mobile phone network; including, without limitation, interference to the network coverage. AEP shall not be responsible or liable for any loss, damage or expenses incurred directly or indirectly by end-user as a result of any difficulties experienced by any cellular phone service provider.
  • Text messages cannot exceed 160 characters, including the sender’s callback number and the destination number/e-mail address. Some phone models support a higher character limit and enhanced messaging features, which the message recipient may not be able to view if their service provider or phone does not support them.
  • AEP may discontinue text alerts at any time.
  • When an end-user ports his/her telephone number between carriers, he/she is required to re-opt in to text alerts.
  • If no alerts are sent or received for eighteen months, the user’s opt-in to that offering will expire. The user must opt-in again to the program in order to receive alerts.
  • End-user may unsubscribe from text alerts by texting STOP to 23711.
  • End-user may obtain assistance via text by texting HELP to 23711.

Updated Terms and Conditions

The user agrees to the terms and conditions herein, including the fact that the terms and conditions can be updated from time to time. The Company will provide the user with any new terms and conditions as they become effective. The Customer agrees that if any new term or condition is not acceptable that the user will take the affirmative action to withdraw from the service. Failure to withdraw after an updated term and condition will be considered as acceptance of the new terms and conditions, as authorized by this initial enrollment in the program.


Terms & Conditions

The terms and conditions for alerts have changed.

Please read the new Terms & Conditions.

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I’m at work. I received a notification that there is a power outage in the area where I live. How will I know if my home is affected by the outage?

You will receive a follow-up notification that confirms if your home or business is affected.

Why did you change the time my power will be restored? (Why did the estimated restoration time change?)

When an outage is reported, our system first reports the average amount of time it takes for our crews to restore service. That time may change once a crew has assessed the damage to the electric system and determines what repairs need to be made before your power is restored. If the restoration time changes, you will receive an updated notification of the new time as well as confirmation when power has been restored.

Why did the power go out?

There are several reasons why your power may have gone out, including a vehicle accident, a tree or animal on the power line, or weather-related issues such as lightning, ice or strong winds. Our crews will report the cause of the outage when it is available. In some cases, the cause of your outage may not be immediately clear.

A big storm just came through, but you don’t list an estimated restoration time. Why?

Once the storm has passed and it’s safe to work outside, our crews will begin assessing the damage and develop estimated restoration times. We’ll share those with you as soon as they are available.

Your system says my power will be on 3 days from now. That’s too long to wait!

Our crews always work as quickly and safely as possible to get your power restored. We provide the most accurate estimate as possible so that you can make appropriate decisions about next steps that are in the best interest of your home and family. Keep in mind, our estimated restoration times show when we expect power will be restored to nearly all customers in an area. As crews work to repair damage in the area, it is possible your power could be restored well before that time. You will be notified of any change to your estimated restoration time.

How does APCO determine whose power is restored first following a storm?

Our first priority is to restore power to critical community services such as hospitals, nursing homes, water treatment plants, first responders, shelters, medical clinics, communications centers, military installations, and schools. Then, we focus on fixing stations or main power lines that can restore service to the largest amount of customers affected the quickest. After these facilities are restored, we then focus our efforts on smaller community pockets or individual customers.

I’m not at home. How will I know when my power has been restored?

We will send a notification when the power has been restored to your home or business.

My parents have life support, and need power now.

Life-support customers should take precautionary measures to protect themselves in the event of a power loss. Contact relatives or friends for assistance or temporary arrangements in the event of a prolonged outage. Keep emergency phone numbers (physicians, hospitals, safety services, utilities) posted near your telephone. Please make arrangements to keep you and your family safe.

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Use of this site constitutes acceptance of the AEP Terms and Conditions. View our Privacy Policy. © 1996-2020 American Electric Power. All Rights Reserved.

Privacy Policy

Privacy Policy for Appalachian Power, a unit of American Electric Power (AEP)


This Privacy Policy applies only to and the Appalachian Power customer mobile app (com.aep.customerapp.apco). Other AEP websites and apps may be governed by their own privacy policies, appropriate to the uses and needs of each. Throughout the site or app, we may provide links to resources and sites that are not part of or the Appalachian Power customer mobile app. This Privacy Policy does not apply to those resources and sites.


By using this site or app, you consent to the terms of this Privacy Policy. Whenever you submit information via this site or app, you agree to the collection, use, and disclosure of that information in accordance with this Privacy Policy.

Information Collected

  1. Passively collected information

    During your use of this site or app, we may collect anonymous information about your visit here through the use of server logs, cookies, scripts, tracking pixels and other Web traffic tracking systems. This information is aggregated and used to improve user experience through analysis of user activities. This information is never combined with any of the personally identifiable information you may provide in your use of the features of this site or app.
  2. Personally identifiable information

    On certain forms of this site or app, you may be asked to provide information about yourself or your account with us, either to identify yourself to us or to request a service from us. In each case, we will inform you what information is provided at your option and what information is required to complete the transaction or activity you are engaged in. If you are unwilling to provide this required information, you will be unable to complete the requested transaction.

Use and disclosure of information

The information you provide to us will be used to respond to requests you may make for services. Some or all of this information may be added to your permanent account record and may be used for research purposes.

In addition, we may use elements of this information in the following situations:

  1. We may transfer the information to Appalachian Power’s affiliates and subsidiaries, unless such transfer is prohibited by law;
  2. We may transfer the information as part of a merger, consolidation, acquisition, divestiture or other corporate restructuring (including bankruptcy);
  3. We may make the information available to third parties who are providing the product, service or information that you have requested (but not your password);
  4. We may make such information available to third parties who are providing services to Appalachian Power (for example, providing the information to third parties performing computer-related services for Appalachian Power);
  5. We may use the information to communicate with you about products and services that may be of interest to you.
  6. We may disclose the information if we form a good-faith belief that disclosure of such information is necessary to investigate, prevent, or take action regarding any illegal activities or regarding interference with the operation of our site or violation of its terms of use; or
  7. We may disclose the information if we believe that disclosure is required by law or regulation or in response to a subpoena or other order of a court or other governmental agency.

Appalachian Power uses Flurry Analytics Service (provided by Yahoo) in order to improve its mobile apps. Flurry’s privacy policy governs the use of this information.

Also, Appalachian Power reserves the right to share any aggregated information (i.e., non-personally identifiable information) with any third parties for any reason, unless prohibited by law.

We will not sell, rent or otherwise disclose the information we gather about you or your account to any third party, except as outlined in this Privacy Policy.


Appalachian Power takes reasonable steps to protect your personally identifiable information as it is transferred to us, through the use of Web technologies such as the Secure Sockets Layer and others. However, no Internet transmission of information is ever completely secure or error-free. In particular, e-mail sent to or from Appalachian Power may not be secure.

How to Reach Us

If you would like to update your personally identifiable information or if you have questions about this privacy policy, please contact us.

Changes to This Policy

Appalachian Power reserves the right to change this Privacy Policy at any time. If this Privacy Policy changes, the revised policy will be posted to this site. Please review this Privacy Policy before you provide any personally identifiable information through this site. Use of our web site after the posting of a revised privacy policy constitutes your consent to the revised policy.

This policy was last revised on December 13, 2017.

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Sign Up For Alerts

Subscribing to APCO alerts gives you instant notification for:

  • Billing & Payments - avoid late payments and disconnection
  • Outage Updates - find out if there's an outage at your address and when power will be back on

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Enroll in alerts to be eligible to win. Subscribing to I&M alerts gives you instant notification for:

  • Billing & Payments - avoid late payments and disconnection
  • Outage Updates - find out if there's an outage at your address and when power will be back on

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