Payment Assistance

We know you are concerned about your family, and ensuring you have reliable electric service allows you to focus on staying healthy. We temporarily stopped all service disconnections for non-payment in March, but disconnections for non-payment will start again very soon. We urge you to make every effort to keep your account current. If you have problems paying your electric bill, please contact us or consider the options on this page.

Disconnect Suspension FAQ

Payment Extensions & Arrangements

Get an extension

One Time Payment Extension

One-time Payment Extension gives you a little more time to make your bill payment.

Request an arrangement

Extended Payment Arrangement

An Extended Payment Arrangement lets you request a monthly payment plan to pay off your balance in full.

What's right for you?

Payment Assistance Programs

Neighbor to Neighbor Help Available for Low-income Families

Appalachian Power has partnered with Dollar Energy Fund to help low-income families in Tennessee, Virginia and West Virginia pay their electric bills.

Learn more about Neighbor to Neighbor

Appalachian Power has partnered with Dollar Energy Fund to help low-income families in Tennessee, Virginia and West Virginia pay their electric bills.

Appalachian Power gives hundreds of thousands of dollars every year to help customers through the Neighbor to Neighbor program, with some customers voluntarily contributing even more by adding a little extra to their own bill payments.

The eligibility of recipients is determined and funds are distributed by the Dollar Energy Fund. To find out what agency to contact in your area, check with the Dollar Energy Fund.

Low-Income Home Energy Assistance Program (LIHEAP)

Having trouble managing your bills? Appalachian Power works with many private and non-profit community-based local and federal organizations that provide assistance to low-income residents. LIHEAP is one of the programs offered to provide energy assistance.

Learn more about LIHEAP

Each state has different qualification requirements. Check your state's program to find out if you qualify.

West Virginia 20% Winter Discount Program

This discount program is for qualified residential customers aged 60 and over December through April. Contact the West Virginia Department of Health and Human Resources to apply.

Learn more about the 20% discount

The West Virginia Reduced Utility Rates or 20% Discount Program is based on state mandated requirements, and applications are mailed to qualifying customers from the Department of Health and Human Resources in the month of October.  If you believe you qualify for this program please contact your local Department of Health and Human Resources for more information about qualifications and for an application. 

Completed applications must be signed by the payee on the bottom of the application and mailed to Appalachian Power at the following address (do not send payments with the applications):

Appalachian Power
1 AEP Way
Hurricane, WV 25526

The discount is not effective until the electric meter is read for the month of December, the program ends after the April meter reading.  If an application is received after the December meter reading, the discount will become effective with the next meter reading.

Help A Relative Or Friend Avoid Disconnection Of Service

You can help someone avoid electric service disconnection with our Third-Party Notification program. This free service is often used on accounts of those who are elderly or ill, but it can be used for any customer.

How does Third-Party Notification work?
  • As an authorized third party (designated by the account holder), you will receive copies of the billings if electric service is at risk of being disconnected due to nonpayment.
  • You will not be responsible for paying the bill.

To enroll, print a registration form and mail it to us. Please note that the form must be completed and signed by the account holder.

Serious Medical Condition Certification

Medical Certification Program

Appalachian Power works with customers on a case-by-case basis when they are having trouble paying their electric bill or face a disconnection.

Apply for Medical Condition Certification in Virginia

In 2011, the Virginia State Corporation Commission enacted rules for utilities in Virginia to follow when service is scheduled to be disconnected to a residence occupied by someone who has a serious medical condition. If you are a Virginia customer and someone in your household has a serious medical condition, please have your physician complete the attached Medical Condition Certification form and send it to the following address:

Appalachian Power
1 AEP Way
Hurricane, WV 25526

The completed form may also be faxed to us at 800-281-3916.

Note: This form is for Virginia customers only.

Apply for Medical Condition Certification in West Virginia

Customers may request to participate in the Company’s medical certificate program. The customer must provide written certification from a currently licensed physician, nurse practitioner or physician assistant that termination of service would be dangerous to the customer or a permanent member of the customer’s household for medical reasons.

Participating in the program does not relieve you from the obligation of paying your electric bill. Participation in the program does not prohibit disconnection of your electric service. For more information, call 1-800-956-4237.

Life Support Program

Appalachian Power is sensitive to customers who require essential medical equipment to protect their well-being. The Company’s Life Support Program will help ensure careful handling of the accounts of customers who depend upon life support equipment when experiencing difficulty paying their electric bills or facing disconnection.

Learn more about the Life Support Program in West Virginia

Participation in the program does not prohibit disconnection of your electric service for nonpayment and it does not mean that you will not experience power outages. Due to the nature of restoration activity, we cannot assure priority restoration for customers using life support devices. Customers with medical needs should prepare in advance for extended outages due to storms or other outage conditions.

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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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