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Start, Stop or Transfer Service

  • How do I start service?

    Residential:
    Complete Cleco’s Start Service Form online to get electricity turned on at an existing location. Start service orders are completed Monday through Friday (except holidays). However, dates are not guaranteed.

    Cleco will need your name, information to help us identify you such as a Social Security number, driver’s license, the physical (911) address of the home where you are requesting service and the date you want the electricity connected.

    A $25 connect fee is required to start service. Cleco contracts with a third party, ONLINE Utilities Exchange, for a deposit decision based on a customer's credit file. Deposit fees are $100 for homeowners and $150 for renters. However, if a customer falls into a higher risk category, a deposit that is equal to or double the highest bill for a location may be required.

    In addition, a parish permit (if outside city limits) and/or a city permit (if inside city limits) may be needed depending on the requirements of the parish and city. Permit fulfillment is the responsibility of the customer.

    Commercial:
    Complete Cleco’s Start Service Form online to get electricity turned on at an existing location. Start service orders are completed Monday through Friday (except holidays). However, dates are not guaranteed.

    Cleco will need your name, information to help us identify your business such as your Tax ID Number, the physical address of the business where you are requesting service and the date you want the electricity connected.

    A $25 connect fee is required to start service. The minimum deposit fee for commercial customers is $250.

    In addition, a parish permit (if outside city limits) and/or a city permit (if inside city limits) may be needed depending on the requirements of the parish and city. Permit fulfillment is the responsibility of the customer.

  • How much is the deposit?

    For residential customers, Cleco contracts with a third party, *ONLINE Utilities Exchange, for a deposit decision based on a customer's credit file. Deposit fees are $100 for homeowners and $150 for renters. However, if a customer falls into a higher risk category, a deposit that is equal to or double the highest bill for a location may be required.

    For commercial customers, the minimum deposit is $250.

    While held by Cleco, customers' deposits earn five percent interest. The interest is paid to customers once every month in the form of a bill credit.

    *ONLINE Utilities Exchange Consumer Inquiries may be made by calling (800) 286-2487.

  • Do I have to pay the connect fee upfront?

    No. Cleco will bill you the $25 connect fee on your first bill.

Power Outages & Restoration

  • How do I report an outage or other electric emergency?

    The easiest way to report an outage is to use the self-service features in MyAccount. Registered MyAccount users can report an outage online using a computer, or mobile device by texting "OUT" to 25326. Through MyAccount, users can opt to receive text notifications for outages.

    Customers also can call Cleco customer service at 1-800-622-6537 to report an outage using the automated outage reporting system.

  • Why do I sometimes get your automated system when I report my outage?

    When our call volume is high such as during major storms, the automated system helps customers report their outage without getting a busy signal, and it reduces the amount of time customers stay on hold. If you contact Cleco’s call center after regular business hours, which are 7 a.m. to 7 p.m. Monday through Friday, you will get our automated phone system. However, staff is available 24 hours a day, seven days a week to take reports of power outages and other electric emergencies.
  • Does Cleco know when my power is out?

    Not always. To ensure Cleco is aware of all outages, please notify us by using one of the options listed above.

Disconnects & Reconnects

  • What can I do if I'm having trouble paying my bill?

    You can request a credit extension agreement which allows you more time to pay if you meet the eligibility requirements. To inquire about an extension, call Cleco customer service at 1-800-622-6537 or visit one of our customer service offices.

  • How will I know if my service is subject to be disconnected for nonpayment?

    If your service is subject to be disconnected for nonpayment, you should see a disconnect notice on your bill, as notices are now printed directly on customers' bills.

  • How do I get my service reconnected if it's disconnected for nonpayment?

    If your service is disconnected for nonpayment, you must pay your past due amount plus a reconnect fee before the service can be turned back on. You also may be billed an additional deposit if the deposit on the account is not sufficient to cover the highest bill. The reconnect fee during regular working hours is $30 and it's $65 after hours (after 4:30 p.m.). 

Outage Map

  • What information can I see on the outage map?

    The outage map is available anytime not just during storms and is for informational purposes only. Where there’s an outage on Cleco’s system, you can see approximate restoration times; however, times are not guaranteed.

    When you access the outage map, you will see circular colored icons (see “Legend”) which indicate the location of a specific outage. Since outages can affect varying numbers of Cleco customers, the icons are color coded according to the size of the outage.

    When there’s an outage, the appropriate icon will be positioned in the affected area on the map. Click on the icon on the map to see the number of customers affected and estimated restoration date and time. When zoomed out, localized outages may be grouped together into one multiple outages icon.

    Customers also can click on the “Menu” in the upper left-hand corner of the page to see active outages, total customers affected and total customers served. There also is an option to see power outages by parish and zip code when you click on “Locations” and “Summary.”

  • How can I see outages in my area?

    Use the mouse to drag right, left, up or down to navigate to the specific location you want to view and click “+” button in the upper-left corner of the map or use the mouse scroll wheel. You also can search for your address by using the “Search” button in the upper-left corner of the map.
  • How can I tell when my power will be restored?

    Click on the outage icon on the map in your area to view details about the outage, including date and estimated time of restoration (if known).

MyAccount

  • Is MyAccount secure?

    Yes. Cleco requires you to set up a user name and password when you enroll. This information is used to help you securely log in to your MyAccount. Remember to always safeguard your username and password.
  • Who is eligible to set up a MyAccount?

    Cleco customers with a valid Cleco account can enroll.
  • What information is needed to set up a MyAccount?

    If the email address you plan to use to set up your MyAccount is on file with Cleco (already a part of your account information in Cleco’s customer system), you need that email address and your Cleco account number. You will be asked the following when you set up your MyAccount:

    • First Name
    • Last Name
    • User ID (you create)
    • Password (you create)
    • Re-Enter Password
    • Email (the email address currently in Cleco’s system)
    • Re-Enter Email
    • Account Number (located on your monthly bill)

Text Notification

  • How do I sign up for text message notifications?

    Text "REG" from your cell phone to 25326 (Cleco) or create a MyAccount to set up and manage notification preferences.
  • What will I be able to do after I sign up for text message notifications?

    • Request your bill balance and due date
    • Report power outages
    • Receive outage alerts and status updates
    • Receive notification that your bill is available online
    • Receive billing notifications (e.g., your payment is due, your payment is past due)
  • Are any text commands available?

    The following text commands are available:

    • NICK – give your account an easy name to remember
    • OUT – report an outage from your registered cell phone
    • STAT – check the status of a power outage
    • BAL – check the balance and bill due date for an account
    • PAUSE – temporarily pause your notifications
    • RESUME – resume text notifications after they have been paused
    • HELP – receive the available commands and a website address for more information

    Keyword you send to Cleco

    Purpose

    Information you can provide

    Example

    reg

    Register your cell phone for a Cleco utility account.

    Account number: the account number of your Cleco utility account

    ZIP: thezip code of the service location

    Nickname: the easy name you choose to identify your account

    Message you send to Cleco:
    reg accountnumber zipcode nickname

    Example: reg 2345678 71360 home

    Incorrect: reg (2345678) (71360) home
    Incorrect: reg <2345678> <71360> <home>

    nick

    Give your account an easy to remember nickname.

    Account number: the account number of your Cleco utility account

    Nickname: the easy name you choose to identify your account

    Message you send to Cleco:
    nick accountnumber nickname

    Example:nick 23456789 123Main
    Example:nick 98765432 TomsHome

    Incorrect:nick thomashom
    Incorrect:nick thomas home
    Incorrect: nick tom'shome

    nick

    Change an existing easy to remember nickname for your account.

    Nickname: your account's current nickname

    New nickname: the new nickname for your account

    Message you send to Cleco:
    nick nickname newnickname

    Example: nick TomsHouse MyHouse

    Incorrect: nick MyHouse

    out

    Report an outage from your registered cell phone.

    None (Cleco already knows the account is registered to your cell phone)

    Message you send to Cleco:
    out

    stat

    Learn if power is on or off at a service location registered to your cell phone.

    Account number: the account number of your Cleco utility account

    Nickname: the easy name you choose to identify your account

    Message you send to Cleco:
    stat
    stat accountnumber
    stat nickname

    Example: stat 23456789
    Example: stat TomsHome

    pause

    Temporarily turn off outage text messages to your cell phone for a given account.

    Account number: the account number of your Cleco utility account

    Nickname: the easy name you choose to identify your account

    Message you send to Cleco:
    pause
    pause accountnumber
    pause nickname

    Example: pause 23456789
    Example: pause TomsHome

    resume

    Resume text messages to your cell phone after using the pause command for a given account.

    Account number: the account number of your Cleco utility account

    Nickname: the easy name you choose to identify your account

    Message you send to Cleco:
    resume
    resume accountnumber
    resume nickname

    Example: resume 23456789
    Example: resume TomsHome

    cancel, unreg, stop

    Deregister your cell phone from the utility account and stop text messages.

    Account number: the account number of your Cleco utility account

    Nickname: the easy name you choose to identify your account

    Message you send to Cleco:
    cancel
    cancel accountnumber
    cancel nickname

    Example: cancel 23456789
    Example: cancel TomsHome

    bal

    See the balance, due date, and if applicable, past due amount.

    Account number: the account number of your Cleco utility account

    Nickname: the easy name you choose to identify your account

    Message you send to Cleco:
    bal
    bal accountnumber
    bal nickname

    Example: bal 23456789
    Example: bal TomsHome

    help

    Receive a list of eligible text commands for this service.

    None

    Message you send to Cleco:
    help


Billing & Payments

  • How is my bill calculated, and what do the specific charges represent?

    Click “How to read your Cleco bill” for a detailed look at Cleco’s billing statement and explanations for each component of your bill.
  • Can I set up automatic payments?

    The best way to do this is through Cleco's Bank Draft Program. Customers who sign up for Bank Draft can have their payment drafted automatically from their bank account by the due date each month. To enroll in Bank Draft, call Cleco customer service at 1-800-622-6537 or visit a customer service office.
  • Why is my bill higher this month?

    Two things can make your bill higher – using more electricity and higher fuel costs.

    Weather conditions, like heat in the summer, will cause you to use more kilowatt-hours of electricity to keep your home or business comfortable. Adding new appliances or equipment and an increase in the number of people living in your home also can increase energy use.

    Higher fuel costs make your bill higher. Cleco uses natural gas at many of its power plants to generate electricity; therefore, the price of natural gas affects your bill. The Louisiana Public Service Commission allows Cleco to pass on a portion of its fuel costs to customers in the form of a fuel cost adjustment charge. It’s calculated by multiplying the fuel rate and the amount of electricity used. Although you cannot reduce the fuel rate, you can reduce the amount of electricity you use, which could lower your total bill.

Scams

  • How do I know if the Cleco representative calling me or approaching my home or business is really a Cleco employee?

    To get your service connected or resolve a problem with your account, a Cleco representative may call you. However, Cleco will never call you demanding immediate payment for an overdue bill and ask you to pay with a prepaid debit card or wire transfer to avoid disconnection.

    These types of phone calls are scams, and they have become very common in the electric utility industry. Scammers target Cleco customers on a regular basis. The caller pretends to be a Cleco employee and insists that your service is going to be disconnected if you don’t pay immediately over the phone. The caller ID may even falsely display Cleco’s customer service number or another Cleco number. If this happens, hang up and do not call back the number. Call Cleco’s customer service number at 1-800-622-6537.

    Cleco service personnel will always wear clothing that clearly identifies them as Cleco employees. In addition to the Cleco logo on their vehicles, shirts and hats, they can produce a photo identification card which clearly identifies them as a Cleco employee or contractor. Other employees, such as right-of-way coordinators and engineers, who may contact customers, will be able to present a photo identification card as well. If this proper identification isn’t presented, call 911 and Cleco customer service at 1-800-622-6537 to report the incident.

  • What are some common utility scams?

    • Disconnection Deception
      Scammers call threatening disconnection of your service unless you make an immediate payment with a credit, debit or pre-paid card.
    • Overpayment Tactic
      Scammers call claiming you overpaid your bill, and you need to provide your personal bank account information or a credit card number to facilitate a refund.
    • Vacate Your Home
      Scammers claim there is a need to replace your meter or other equipment, and you must leave your home for 72 hours.
    • Power Restoration Charge
      Scammers call offering to restore your electricity more quickly for a fee after a severe storm.
    • Identification Attack
      Rather than directing victims to call a toll-free number, the scammers ask you to press 1 to collect more data in an attempt to get your personal information.
  • How can customers protect themselves?

    Be familiar with the common utility scams shared in these FAQs. Remember that scammers use fraudulent phone calls, text messages, emails, as well as in-person visits to take advantage of customers.

    If you receive a fraudulent phone call, hang up the phone immediately, do not give out any personal information and do not call back the number given by the caller. If you receive a fraudulent text message or email, delete both. If you receive an in-person visit, call 911 and Cleco customer service at 1-800-622-6537 to report the incident. Cleco will ask for details about the scam, like the time of the call and what the scammer asked you to do.