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Frequently Asked Questions

Answers to questions about your customer experience

We’re here to help you through the transition. Take a look below for answers to some of our most frequently asked questions.

Customer service

Yes. You will continue to call 800-225-5797 to reach self-service options and to speak with an agent.

Yes. Our new hours of operation are Monday to Friday from 7 a.m. to 6 p.m.; and we are now available on Saturdays from 8 a.m. to 4 p.m. The customer service phone number remains the same.

Account Information

Yes. All your account information is the same, including your account number.

Receiving and paying your bill

Yes. You will continue to receive your bills in the same manner as before – you’ll just receive them from FPL.

Also, you’ll see FPL Northwest FL throughout your billing, payments, and web experiences. This will help ensure you have the best experience and receive the correct information at all times. See a snapshot of what to expect.

Your bill is very similar to before – you’ll just see FPL Northwest FL. This will help ensure you have the best experience and receive the correct information at all times.

Your eBill looks very similar to before, but it's now sent from a new email address. Please add FPL_eBill@billing.fpl.com to your approved senders lists to keep it from going to your spam/junk folder. Your bill also includes the FPL Northwest FL logo, which will help ensure you have the best experience and receive the correct information at all times.

When you receive your bill, you’ll see the payee name automatically changed to FPL Northwest FL. If not, you can look for and select FPL Northwest FL in the search bar. Make sure not to select the FPL option for a seamless payment experience. Nothing else has changed, and no action is needed on your part.

Yes. The same convenient and secure payment options are available. View important information before you pay your bill.

The biggest change you’ll see is the use of FPL Northwest FL throughout your billing, payments and web experiences. This will help ensure you have the best experience and receive the correct information at all times. Here is some other helpful information for you to know before you pay your bill.

Programs

If you are already a Fixed Rate customer, you may remain in the program and, if eligible, you will receive a new Fixed Rate offer in the 11th month from the time you enrolled. If you would like to continue with the Fixed Rate offer sent in your renewal notice, no additional action is needed on your part. If you do not wish to continue on the program, you may notify us before the end of your 12-month contract or you will automatically be re-enrolled. Please note once you discontinue, you will not be eligible to rejoin the Fixed Rate program until it opens again for qualified FPL customers.

If you are not currently a Fixed Rate customer, the program will be open to new customers again in mid-2023.

If you withdraw from the program prior to the end of the 12-month contract period, you will be required to pay any difference between your actual usage billed, as applicable, and the amount collected under Fixed Rate.

As of Jan. 1, 2022, the Energy Select program is no longer available. This means the bill you received in December was the last time you will be billed at the time-of-use pricing rate as an Energy Select customer. Going forward, your usage will be billed at the RS-1 rate, which is the standard rate plan for FPL residential customers.

Current Energy Select customers can keep the equipment installed; however, the Energy Select online portal is no longer active. User guides to help program the thermostat previously controlled using the Energy Select online portal are available online.

We have free online tools to help you monitor your energy use and increase your energy efficiency to help lower your bills. See what you can do to save on your bill.

As of Jan. 1, 2022, the Basic Surge protection program is no longer available. Going forward, past program participants will no longer see the $3.45 charge on their electric bills.

The surge protection equipment that is installed behind your meter is safe to keep in place and will remain installed for the time being. Throughout the course of our normal business operations, we may remove the device if/when we are in your neighborhood.

Learn about the other surge programs available to our customers.

About your 2022 bills

You have new rates and tariffs as part of the new four-year rate plan unanimously approved by the Florida Public Service Commission. After an initial increase in January 2022, the typical 1,000-kWh residential customer bill in Northwest Florida is projected to become increasingly more affordable and, by 2025, be less than it is today. More information about the new rates and tariffs is included with your January bill and is available at FPL.com/rates.

Residential customer bills are calculated using a tiered rate structure of different rates: one for energy consumption and fuel up to 1,000 kWh, and another for consumption and fuel over 1,000 kWh. This approved rate structure, which is used by other Florida electric utilities, encourages customers to become more energy efficient. We have free online tools to help you monitor your energy use and increase your energy efficiency to help lower your bills. See what you can do to save on your bills.

Ultimately, unpaid utility bills are paid for by all customers, which is why it’s important for every customer to pay their bills on time. We’re committed to supporting customers experiencing hardship while also balancing the needs of all customers. As such, customer bills are subject to a late payment charge. The greater of $5 or 1.5% of your past due balance will apply. Your account may also be billed a deposit adjustment. Note, if the bill you received in December has a due date of Jan. 1, 2022, or later, it will be subject to the late fee if not paid by the due date.

We remain committed to helping support customers experiencing hardship during the coronavirus (COVID-19) global pandemic. We’re continuing to offer payment extensions and connect customers with available financial assistance. Learn more about available resources.

Mobile and website

Yes. GulfPower.com is no longer available. Your new web experience is at FPL.com where you can use your GulfPower.com username and password to login and manage your account.

Yes. You can use your GulfPower.com username and password to log in to FPL.com – you’ll just have to enter them the first time you visit the site.

NextEra Energy and its family of companies are committed to protecting the personal information shared with us by new and existing customers, website visitors, suppliers, and other third parties, including vendors and potential vendors. Your privacy is a top priority for NextEra Energy, and we make every reasonable effort to protect the information we hold about you.

We use industry-standard administrative, technical and physical safeguards and protection practices and controls to ensure the integrity of our systems and to protect your information from loss, misuse, alteration and destruction. Such protection measures include firewalls and Secure Socket Layers (SSL) to protect and encrypt sensitive transmissions. Please be advised, however, that no security system is fail-safe and we cannot guarantee the information you provide will never be obtained by unauthorized persons.

The Gulf Power Mobile App is no longer available.

You can download the FPL Mobile App to manage your account using your Gulf Power mobile app username and password. During the download process, be sure to take the time to learn about all the features your new app has to offer, including FPL eBill®. The FPL Mobile App is now available for all Apple and Android devices.

Apple App Store download button      Google Play download button

The Gulf Power Mobile App is no longer available. When you open it, you will be prompted to download the new FPL Mobile App to manage your account using your old Gulf Power mobile app username and password. During the download process, be sure to take the time to learn about all the features your new app has to offer, including FPL eBill®. The FPL Mobile App is now available for all Apple and Android devices.

Apple App Store download button      Google Play download button

You can go ahead and remove the Gulf Power Mobile App since you will now manage your account with the FPL Mobile App.

Yes. You can use your Gulf Power Mobile App username and password to log in – you’ll just have to enter them the first time.

NextEra Energy and its family of companies are committed to protecting the personal information shared with us by new and existing customers, website visitors, suppliers, and other third parties, including vendors and potential vendors. Your privacy is a top priority for NextEra Energy, and we make every reasonable effort to protect the information we hold about you.

We use industry-standard administrative, technical and physical safeguards and protection practices and controls to ensure the integrity of our systems and to protect your information from loss, misuse, alteration and destruction. Such protection measures include firewalls and Secure Socket Layers (SSL) to protect and encrypt sensitive transmissions. Please be advised, however, that no security system is fail-safe and we cannot guarantee the information you provide will never be obtained by unauthorized persons.

The use of FPL Northwest FL throughout your billing, payments and web experiences helps ensure you have the best experience and receive the correct information at all times. Here is some other helpful information for you to know before you pay your bill in January.

Reporting power outages

You can report an outage at FPL.com/outage. Please note, the new outage reporting phone number is 800-468-8243. This number will also be on your bill. Rest assured, the old Gulf Power outage reporting number will be redirected for a period of time.

Communications

Yes. Emails will come from FPL Account Management. Please save FPL-Account-Management@noreply.fpl.com, FPL-Account-Management@mail.fpl.com and FPL-Account-Management@info.fpl.com to your approved senders list so you will continue to receive important information.

You will notice an updated email design, as well as a new sender name and email address, FPL logo and content.

No. Your preferences will be brought over with your account.

Managing multiple accounts

You can access both accounts on FPL.com and the FPL Mobile App. You will simply be asked to select the region (“FPL” or “FPL Northwest FL”) to identify the account in which you’d like to access. Please select the appropriate one. See a snapshot of what to expect.

Yes. Similar to how you managed accounts before, you will need to use separate login credentials. Note, your GulfPower.com username and password will allow you to access your account located in FPL Northwest FL. See a snapshot of what to expect.

When you visit FPL.com, you’ll be asked to select the region of the account in which you are trying to manage. You will need to re-login when switching regions to manage each account – this is much like the process you use today between GulfPower.com and FPL.com. Simply click on FPL Northwest FL at the top of the screen and make the switch when prompted. See a snapshot of what to expect.

FPL Northwest FL

To ensure you have the best experience and receive the correct information at all times, you will see FPL Northwest FL throughout your billing, payments and web experiences.

See examples
Before you pay

Helpful information for you to know before you pay your bills, starting in January.

Learn more
Top 10 Things to Know

Here are the top 10 things to know as you begin the year as an FPL customer.

Learn more
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