What does “we’ve suspended electric and natural gas service disconnection until further notice” mean?

There are currently no plans to disconnect electric or gas service (if applicable), so that our customers can have time to successfully navigate potential financial hardships and establish payment arrangements. We encourage customers to make payments if possible, to prevent a larger accumulated balance. All past due customers will receive communication from Entergy with their past due balances during this period of suspension. All customers will be notified prior to resuming normal disconnect business practices.

What does “suspending disconnections for nonpayment” mean?

Suspending disconnections for nonpayment means we are giving customers extra time to pay and/or make payment arrangements if they need them. If you are experiencing financial difficulties because of the pandemic and need assistance, we’ll work with you to give you additional time to catch up on your outstanding balance. Additionally, we will not disconnect customers’ electric service at this time, even if they have not paid bills that are overdue. We will continue to read meters and send bills, so we encourage customers to continue to pay their bill to avoid large balances later. 

Is my electric or gas service (if applicable) free or discounted during this time?

Neither electric nor gas service (if applicable) is free or discounted. Customers will continue to be billed monthly for usage on their electric and gas service accounts. Our temporary COVID-19 policies are designed to help our customers by giving them more time to pay. 

Do I have to pay my bill now?

No, we encourage customers to make payments on their account; however, if customers are having trouble paying in full, we’ll work with them directly on payment arrangements that fit their specific needs.  

If I do not pay, will I be disconnected?

There are no plans to resume normal disconnect business practices at this time, and we are taking extraordinary steps to do everything we can to help our customers. We have implemented an Enhanced Customer Assistance Plan that includes offering flexible options to extend the time to pay. 

Can I get a refund if I already paid?

Entergy is unable to refund any payments made to an account previously; however, we will work with customers to establish payment plans for any unpaid balances. 

I am concerned that I will not be able to pay my bill once normal business resumes. Can Entergy help me?

We encourage all customers that are unable to pay now or anticipate not being able to do so in the future to contact us. We have implemented an Enhanced Customer Assistance Plan that includes offering flexible options to extend the time to pay. 

Please review the available plans at entergy.com/mypaymentoptions for more information, or access our self-service tools at myentergy.com/s/makepayment and scroll down to “Need Help Paying Your Bill.” 

Does Entergy have new tools to help me during the pandemic?

For your convenience, Entergy has made self-service options available to you 24/7. You can use those tools at any time to set up a plan to pay your unpaid balance over a period of up to twelve months. No need to wait to speak to a customer service representative. You may choose between the following self-service options: 

  • myEntergy - With myEntergy you can view your bill, schedule extra time to pay, make a payment, manage your account settings and more.
  • IVR - Call 1-800-ENTERGY (1-800-368-3749) and follow our automated response system billing and payment menu to schedule a payment arrangement.
  • Mobile App – Download Entergy’s mobile app and select Deferred Payment to schedule a payment arrangement. 

What if I sign up for extended payment arrangements now or did so previously and later find that my situation has changed?

If you signed up for an extended payment arrangement now or previously did so and determine later that you will have trouble meeting the terms of that arrangement, please give us a call and we will work with you on developing a new plan that better meets your new situation.

  • Entergy New Orleans customer may also visit one of our tow customer care centers located in the city of New Orleans. 

Does Entergy have multiple options that can help me manage my outstanding balance?

Our Enhanced Customer Assistance Plan offers payment extensions (if a shorter time is needed), Deferred Payment Arrangements (if longer time is needed) and levelized billing (allowing customers to fold in their unpaid balance and current bill into the levelized bill program).

  • Levelized billing fold in is not available for Entergy Texas customers. 

Payment Extension: Qualifying customers who need a few extra days to pay their bill can request an extension using one of the options below.

  • Request an extension through myEntergy.
  • Call 1-800-ENTERGY (1-800-368-3749) and follow our automated response system billing and payment menu.

Deferred Payment Arrangement: All customers who are experiencing financial hardship are eligible to take up to twelve months to pay their current bill and/or unpaid balances. Request a Deferred Payment Arrangement using one of the options below.

  • Request a Deferred Payment Arrangements through myEntergy.
  • Select Deferred Payment on the Entergy Mobile App.
  • Call 1-800-ENTERGY (1-800-368-3749) and follow our automated response system billing and payment menu.
  • Call 1-800-ENTERGY (1-800-368-3749) to speak with an agent.

Level Billing: Level Billing averages your monthly bill over a rolling 12-month period, so your bill is around the same amount each month.  We have enhanced the program for COVID-19 to allow customers to fold in their unpaid balance and current bill into the average. 

  • Call 1-800-ENTERGY (1-800-368-3749) to speak with an agent about the program.
    • Levelized billing fold in is not available for Entergy Texas customers.
    • Entergy New Orleans customers may also visit one of our two customer care centers located in the city of New Orleans to request all offerings under the Enhanced Customer Assistance Plan. 

What is a Ramp Up DPA for business customers?

As a result of the economic impact to our business customers, Entergy has created a Deferred Payment option designed to align with businesses working to recover from the disruptions to their business caused by COVID-19.  The Ramp Up DPA will enable commercial customers to set payments for previous unpaid balances and even their current balance at a lower level than the average of the DPA term and gradually increase payments over the DPA term for a period of up to twelve months while revenue from their business grows. 

How do I know which option is right for me?

Whether you are a residential or a business customer, Entergy has several payment options to help customers through the challenges they may be facing because of the pandemic. Customers should consider current and future ability to pay to determine what option best meets their needs. Our agents are trained and available to assist customers with this evaluation. As a general rule of thumb, for customers who believe their situation will improve in six months or less, Deferred Payment Arrangements or Extensions may be the preferred option. For residential customers who believe their situation will not return to normal in less than 6 months, the Level Bill plan that allows customers to fold in their unpaid balance may be a good solution. The Level Bill program is not available for commercial customers at this time.

  • Levelized billing fold in is not available for Entergy Texas customers. 

Is there additional assistance that Entergy can provide?

Entergy is proactively notifying customers who may be eligible for assistance in order for customers to take advantage of every opportunity for bill payment assistance. 

For qualified customers, Entergy partners with nonprofits and community organizations to offer assistance programs to those in need. These programs include:

  • The Power to Care – The program provides emergency bill payment assistance to low-income seniors and disabled persons. It is funded through employee, customer and shareholder contributions. Funds are distributed through nonprofit agencies, and no funds are used for administrative or fundraising purposes. Visit entergy.com/csr for more information.
  • Low-Income Home Energy Assistance Program (LIHEAP) –LIHEAP is a critical service that helps low-income customers pay their home energy bills. Congress recently increased support for the LIHEAP program through the CARES Act to assist low-income households and households that may have recently become eligible for assistance due to unemployment. CARES Act funds are available in addition to regular funding provided annually through the LIHEAP program. Currently, both types of funds are available in each of the four states Entergy serves and the city of New Orleans. Funds are awarded on a first-come, first-served basis until they are exhausted.
  • Entergy New Orleans City Council Cares Program:

In light of the financial stress that COVID-19 may be causing, customers may qualify for bill relief through the City Council Cares Program. The program is open to all Entergy New Orleans residential customers with an active electric and gas combination account, and became unemployed March 16, 2020 or thereafter.  

Customers will be required to supply a letter from the Louisiana Workforce Commission approving a claim for unemployment benefits dated March 16, 2020, or later with a residential address matching the Entergy New Orleans account service address. The account does not have to be in the name of the individual applying for the bill credit. 

For more information on the City Council Cares program and to apply, visit www.entergyneworleans.com/citycouncilcares or text CCC to 69513. 

  • How do I qualify for assistance for the Power to Care and LIHEAP programs?
    • Qualifications may vary from state to state, but generally a customer will need:
      • Proof of income for employed household members age 18 or older.
      • Proof of unearned income (Social Security, Pension, Disability, Unemployment, etc.).
      • Social security numbers of all household members.
      • Picture ID of all adult household members.
      • Additional information may be required to determine eligibility.
  • Do I need information from Entergy to provide to the assistance agency?

    Agencies that provide Power to Care or LIHEAP bill payment assistance have access to an online portal with Entergy. The agency can use your Entergy account information to access your bill history and most current bill. We encourage you to bring your current bill or letter you received from Entergy showing the past due balance to help streamline the process.

    • Who should I contact to get assistance?

      Customers should visit the following websites for more information:

      • I have never received assistance before. Am I eligible?

      Generally, Power to Care and LIHEAP assistance is based on 60% of your state’s median income. There are other determining factors such as the number of people who live in the household. If your household’s combined income is less than $50,000 annually, you should contact an agency to see if you qualify.

      • How long will the program be available?

      Generally, Power to Care and LIHEAP assistance are available year-round until funds are exhausted. Please check your state’s website for more information about the availability of LIHEAP.

      • How does Entergy work with the agencies to assist me?

      Entergy provides an online portal that agencies use to make pledges on your bill once you have qualified for assistance. When Entergy receives a pledge from the agency, your bill is brought current immediately. The pledge amount from the agency shows up on your bill under the “Important Message” section. The agency has up to 60 days to send the payment to Entergy. Entergy will keep your bill current for the duration of the 60 days.

      • Will I be disconnected while trying to apply for assistance?

      There are no plans to resume normal business practices at this time and we are taking extraordinary steps to do everything we can to help our customers.  Once normal business practices resume it is possible that a disconnection of service could be performed and in order to avoid service disruption, we are encouraging all customers to seek the available assistance.

      Will I continue to receive bill alerts and reminders during this time?

      Yes, you will continue to receive these notifications if you are signed up for bill alerts and reminders. You will still receive the following alerts if enrolled:

      • Bill Due Reminder Alerts
      • Bill Past Due Alerts
      • Autopay Alerts
      • Payment Arrangement Confirmations
      • Service Orders Confirmations

      As always, we encourage you to sign up for Bill Alerts to help stay informed and manage your bill. Click here to sign up. 

      Can I still pay my bill at Quick Payment Centers?

      Yes, you can still make payments at Quick Payment Centers (QPC) statewide. Payments are accepted in stores considered essential businesses such as grocery stores, pharmacies and gas stations. To find a QPC near you visit https://www.entergy.com/paycenters/ 

      I have received calls claiming to be Entergy asking me to pay my bill to avoid disconnection. Is this true?

      At Entergy, we put the safety and well-being of our customers at the forefront of everything we do. Unfortunately, we continue to see con artists attempting to scam our customers. Entergy will never demand immediate payment over the phone or ask for funds through pre-paid cards. If a call sounds suspicious, hang-up and call 1-800-ENTERGY (1-800-368-3749) to speak directly with a customer service representative. If you believe you are the victim of a scam, notify the proper authorities immediately. For more information on how you can protect yourself, visit entergy.com/scams

      ASSISTANCE FOR BUSINESS CUSTOMERS 

      I am concerned that I will not be able to pay my bill once normal business resumes. Can Entergy help me?

      We encourage all customers that are unable to pay now or anticipate not being able to do so in the future to contact us. We have implemented an Enhanced Customer Assistance Plan that includes offering flexible options to extend the time to pay. 

      I am a business customer; how can Entergy help me? What are my options?

      In order to assist business customers with recovery following COVID-19, Entergy has expanded payment options available to help customers with extended time to pay arrears and current balances. Business customers may be eligible for Deferred Payment Arrangements (DPA) for up to 6 months including our new Ramp Up DPA option.

      • Ramp up DPA 

      As a result of the economic impact to our business customers, Entergy has created a Deferred Payment option designed to align with businesses working to recover from the disruptions to their business caused by COVID-19.  The Ramp Up DPA will enable commercial customers to set payments for previous unpaid balances and even their current balance at a lower level than the average of the DPA term and gradually increase payments over the DPA term for a period of up to six months while revenue from their business grows.


      >> Main COVID-19 FAQ page