Stay Connected

We recognize financial hardships happen and sometimes you need a little extra support paying your bill. Our goal is to keep your power connected and help those with past-due bills catch up. Disconnections are a last resort.

There are several ways we can help you catch up on past-due bills. Go to IndianaMichiganPower.com/PayAssist or call 800.311.4634 to learn about payment assistance options.

If you receive a notice that your power is going to be disconnected, it's important that you take action right away. We are here to help you.

FAQs

I received a Disconnect Notice. What should I do?

Disconnection is a very serious matter. It is important to contact us as soon as you receive a Disconnect Notice or overdue bill.

If you received a Disconnect Notice, make a payment as soon as possible. You can avoid your power being shut off if we receive the past due amount the day before your scheduled disconnect date.

Where can I pay my bill?

You can pay you bill with our simple and secure payment options – online, by phone or in person. Most options post to your account immediately without any additional action from you.

• By phone, 800.311.4634 using your bank account or debit/credit card.
• On IndianaMichiganPower.com using your bank account or debit/credit card.
• On the I&M Mobile App using your bank account or debit/credit card.

You can also pay in person at an Authorized Payment Center. We do not accept payment by cash or personal check at your home.

Pay Now

What if I can’t pay my entire balance?

Sometimes you need just a little extra time. If you're not able to pay the full amount before your scheduled disconnect date, contact us to request a payment arrangement.

What if I need financial assistance?

There are times when it may be difficult for you to pay your bill. There are state-specific programs along with local and federal assistance programs to help.

State-Specific Programs

We offer Indiana and Michigan state specific programs that can help lower your monthly bill.

Local and Federal Assistance

I&M also works with many organizations that can help you find local and federal assistance. Contact your local agency, visit 211.org or call 211 for more information about utility, housing, healthcare and many other types of assistance. If you need help locating your local agency, click here.

My power has already been shut off. Now what do I do?

If you're a residential customer and your power has already been disconnected, there are self-service options available to get your power reconnected. Make a payment, request payment assistance and start your reconnection by logging into your account. You can also call us at 800.311.4634.

If you’re a business customer, please call us at 800.311.4634 between 7 a.m. and 6 p.m., Monday through Friday.

To have your power reconnected, you will need to pay the full past due balance on your account, plus a reconnection fee and a security deposit if we do not already have one for your account.

How soon will my power reconnected?

If you have a standard meter, a technician will come to your house within 1-3 business days of receiving the full past due balance, making a payment arrangement (if eligible) and meeting any other conditions. Please ensure safe conditions in and around your home for our technician, including securing your animals. An adult over the age of 18 must be present at the time of reconnection.

If you have a smart meter, your power will be reconnected remotely within 2 hours of receiving the full past due balance, making a payment arrangement (if eligible) and meeting any other conditions. We do not need to come to your house if you have a smart meter. If your meter has a blue label on the front, it’s a smart meter.

Can my power be shut off in the winter?

If you your income level is above 250% of the Federal Poverty Level your power can be shut off during winter months (December 1 through March 31) if you fail to pay your bill.

If you income level is below 250% of Federal Poverty Level your power cannot be shut off. Poverty levels change each year. You should check each year because your eligibility for winter disconnection may change. Income verification paperwork must be submitted to Indiana Michigan Power each year.

When can my power be shut off?

Your power can be shut off

• Remote disconnect: Mon. - Fri. at 10 a.m.
• In-person disconnect: Mon. - Thurs. 8 a.m. - 3 p.m.; Fri. 8 a.m. - Noon

Power can be shut off for these reasons

• Non-payment of an undisputed bill for service, non-payment of a payment agreement, non-payment of a security deposit, or a “bad” check/dishonored credit card used to avoid a shutoff.
• Tampering with company meters or other company property, or stealing power.
• False statement or fraud in obtaining your service.
• Refusal to allow Indiana Michigan Power access for the purpose of inspection, meter reading, maintenance, or replacement of Indiana Michigan Power’s equipment.
• Violations of rules, approved by the state regulatory agency, which may cause harm to individuals or damage to company equipment.
• A condition is dangerous or hazardous to life, physical safety or property.
• Any court, state regulatory agency or other duly authorized public authority issued order to shut off the power.

For a complete list, see the Indiana Terms and Conditions of Service or the Michigan Terms and Conditions of Service

When can my power NOT be shut off?

Your power cannot be shut off for these reasons:

• Failure to pay for power provided at a different location if the bill has remained unpaid for fewer than 45 days.
• Failure to pay charges due on someone else’s account or pay for the power of a previous occupant.
• Failure to pay for a different form or class of service, nonpayment of merchandise or other special charges.
• Failure to pay the amount past due if, prior to the due date, the customer shows proof of inability to pay because of financial hardship and the customer:
  • Pays a reasonable portion (not to exceed $10 or 1/10 of the bill, whichever is less, unless paying a greater portion is agreed upon)of the bill and
  • Agrees to pay the remainder of the outstanding bill within three months and
  • Agrees to pay all undisputed future bills as they come due and
  • Has not breached any similar agreement with Indiana Michigan Power in the past 12 months; or
• Inability to pay a bill which is unusually high because of:
  • A prior incorrect meter reading,
  • Incorrect application of the electric rate,
  • Incorrect meter functioning or connection,
  • Stopped or slow meter,
  • Prior estimates where no actual meter reading was taken for over two months or
  • Any human or mechanical error by Indiana Michigan Power.
• Low-income customers, with income below 250% of Federal Poverty level, power cannot be shut off between December 1 and March 31.

What if I rely on power for a medical condition?

We care about your health. If someone in your household relies on electricity for significant health needs, you may be able to avoid disconnection or have power restored with an Emergency Medical Certificate. A medical emergency exists if you or a member of your household is seriously ill or has been diagnosed with a medical condition that requires power to treat. Call us at 800.311.4634 and we will provide the Emergency Medical application.

To use an Emergency Medical Certificate to avoid disconnection or restore power, you must be a customer of Indiana Michigan Power. You are a customer if you have an active account or a final bill that is not past due. Once your final bill becomes past due, you are no longer a customer and your medical certificate may not be enough to restore power.

For an Emergency Medical Certificate to be accepted by Indiana Michigan Power, a medical professional must complete and return the Emergency Medical Certificate to us.

The disconnect can be postponed for a maximum of 30 days and renewed for additional 30-day periods. If your power has already been shut off, you may provide an Emergency Medical Certificate to have power restored within 24 hours. A payment may be required with the Emergency Medical Certificate if you are seeking restoration.

You still have the responsibility to pay your current bill or your payment arrangement amount during the postponement. If you do not pay your current bills, Indiana Michigan Power is not required to accept more than two Emergency Medical Certification renewals.

What happens if my landlord doesn’t pay the electric bill?

If the electric bill is in your landlord’s name and they either fail to pay the electric bill for your residence or instructs Indiana Michigan Power to shut off your power, you must be notified by Indiana Michigan Power at least 30 days in advance.

Depending upon circumstances, Disconnect Notices may be mailed, personally delivered, posted on individual dwelling units and common areas, or a combination of these methods. Indiana Michigan Power will then explain your rights and duties related to continuing power and will mail you a written summary of this information upon request.

How can I help someone facing disconnection?

You can help a relative or friend keep their power on by receiving notifications when their account is at risk of being disconnected. Often, people add this free service to accounts of vulnerable customers. You are not responsible for paying the bill. To signup, click here.

How am I notified that my power will be disconnected?

Disconnection or power shut off is a very serious matter. Keeping up with your bills or payment agreements helps avoid a disconnect. It is important to contact us as soon as you receive a Disconnect Notice or overdue bill.

Disconnect Notices may include bill reminders, letters, phone calls and approved disconnect forms. To sign up, or update your contact information, to receive emails and text alerts for billing and payments, plus outage information. Go to Account Settings or call 800.311.4634. Indiana Michigan Power has programs that can help low-income households pay their power bills. You can also request a payment arrangement.

Indiana Michigan Power must follow these steps before shutting off your power:

• At least 14 days prior (Indiana) or 10 days prior (Michigan) to the scheduled disconnection date, Indiana Michigan Power will send a Disconnect Notice. The notice will provide the following information:
  • Your power will be disconnected unless the past due amount is paid.
  • The reason why power will be shut off.
  • The date the power is scheduled to be shut off.
  • If it is a remote disconnect.
  • Indiana Michigan Power’s phone number to call to make a payment or to get information.
  • A reference to a pamphlet explaining the rights of an Indiana Michigan Power customer.

The Indiana Terms and Conditions of Service or the Michigan Terms and Conditions of Service are available by calling Indiana Michigan Power or the state commission.

• At least five days before your power is disconnected, Indiana Michigan Power must attempt to contact you in person or by telephone. The utility may proceed with the shutoff even if the contact was not successful.
• Indiana Michigan Power may proceed with the disconnect on or after the scheduled day on the Disconnect Notice if you have not paid your past due bills or made arrangements to pay your bill.

How do I sign up for text / email billing alerts? How do I update my contact info?

You can sign up, or update your contact information, to receive emails and text alerts for billing and payment notifications, plus outage information. Update your Account Settings or call 800.311.4634.