Xcel Customer Care: A Professional’s Guide to Getting Help Fast

Who Xcel Energy Serves and What Customer Care Covers

Xcel Energy provides electric and/or natural gas service to millions of customers across eight states: Colorado, Minnesota, Wisconsin, Michigan, North Dakota, South Dakota, Texas, and New Mexico. As of 2024, Xcel reports serving roughly 3.8 million electric and 2.1 million natural gas customers, with operations spanning multiple time zones and climate regions. That scope influences how customer care is organized—many services (like reporting outages and gas emergencies) operate 24/7, while billing and move-service teams have standard business hours.

Customer care at Xcel is more than a call center. It’s a set of channels—phone, web, mobile app, authorized pay stations, and mail—supported by state-specific policies and regulators. Whether you’re starting service, reporting an outage, setting up Auto Pay, or seeking energy assistance, the fastest path usually starts with your online account at xcelenergy.com, backed by phone support tailored to your region and service type. Availability and some options vary by state, so always confirm any state-specific rules in your account portal.

How to Reach Xcel Customer Care

The most reliable starting point for any request is xcelenergy.com. From there, use “Sign In” or “My Account” to manage billing, payments, outage alerts, and service changes. If you prefer the phone, Xcel maintains dedicated numbers for emergencies and general support; keep your 10-digit account number handy to reduce call times. For walk-in payments, use the “Pay In Person” locator on the website to find an authorized pay station near you.

Corporate headquarters mail and in-person executive offices are at 414 Nicollet Mall, Minneapolis, MN 55401. This is not a customer walk-in payment office; for payments by mail or in person, use the instructions listed on your bill or the “Pay Bill” page online. For the most accurate local hours and options, check your state’s page on xcelenergy.com before you visit or mail documents.

• Emergencies (Gas leak or dangerous electric situation): Call 911 first if you smell gas or there’s life safety risk. Then contact Xcel Energy’s emergency line. Electric outage reporting is available 24/7.
• General customer service and billing (residential): 800-895-4999 (24/7 self-service; agent hours vary by state; have your account number ready).
• Electric outage reporting: 800-895-1999 (24/7). You can also report/view outages from your online account.
• Gas emergency: 800-895-2999 (24/7). Leave the area immediately if you smell gas; do not use phones inside the building.
• Website and account portal: https://www.xcelenergy.com (My Account: view/pay bills, start/stop service, outage alerts, programs).

Phone vs. Online: Which Is Faster?

For emergencies and active outages, call if you cannot get online. For everything else—payment changes, Auto Pay, paperless billing, moving service, rate options—the online account is usually faster and gives you a written record. Many changes post instantly and you can download confirmations. If you do call, use the IVR options accurately; they route you to specialized agents who can resolve issues faster than a general queue.

When calling from a phone that is not linked to your account, the system may ask for the service address ZIP code and last 4 digits of the SSN or the tax ID (for business accounts). If you’re a new user without an online profile, create one with your account number or enrollment token from your first bill to gain full access.

Outages and Emergencies

For electric outages, check the outage map and estimated restoration times via your account or the site’s outage page before calling. If your address isn’t shown, report the outage—this helps Xcel’s dispatch teams locate the fault more quickly. For gas issues, treat any suspected leak as an emergency: leave the area immediately, avoid using switches or phones inside, and call 911 first before contacting Xcel’s gas emergency line.

When you report an issue, include the exact service address, whether neighbors are affected, any visible damage (downed wires, blown transformer, tree on line), and the time you lost service. For medical needs that rely on electricity, notify the agent and ensure you are enrolled in outage notifications; consider backup power plans, as utilities cannot guarantee uninterrupted service even with special medical notations.

Billing, Payments, and Assistance Programs

Common payment options include online one-time payments, Auto Pay (bank draft), credit/debit card via third-party processor, mail-in check or money order, and in-person payments at authorized pay stations. Third-party processors or pay stations may charge convenience fees—those fees are disclosed at checkout or at the counter before you pay. To avoid fees, use bank draft Auto Pay from your online account or pay directly via ACH where available.

If you’re facing a high bill or irregular seasonal usage, consider Budget Billing (also called “Average Monthly Payment” in some areas), which spreads costs evenly over 12 months based on your historical usage. If you anticipate payment difficulty, contact Xcel before the bill is due to discuss payment arrangements; options are broader when you call early, and partial arrangements may help you avoid late fees or disconnection.

Income-qualified customers may be eligible for assistance such as LIHEAP (federal Low Income Home Energy Assistance Program), weatherization support, or state-run affordability programs. Start with your state’s LIHEAP office or dial 211 to locate local agencies, then notify Xcel once you’ve applied; agencies can often place a “pledge” on your account to pause collection activity while funds are processed.

Start, Stop, or Transfer Service

Plan moves at least 5–7 days in advance if possible. Residential start/stop requests submitted via the online portal can often be scheduled in 1–3 business days, but lead times can extend during peak moving seasons or when a field visit is required (e.g., meter access, safety checks, or new construction). You will receive confirmation with the scheduled date and any additional steps needed.

Deposits may be required based on credit screening, payment history, and state rules. If assessed, deposits are typically billed separately and may be returned after a set number of on-time payments or credited at account closure, depending on your jurisdiction. Landlords and property managers can use dedicated property portals where available to maintain continuous service between tenants.

For new construction or upgrades (service size changes, temporary construction power), start with the “Builders and Contractors” or “Start/Stop Service” sections online. Be prepared to provide load calculations, panel size, site plans, and contact information for the inspecting authority; local permitting and inspection sign-offs must be complete before energization.

Rates, Energy Options, and Savings

Rates and riders vary significantly by state and rate class (residential, small C&I, large C&I). Review your tariff and riders in the “Rates & Tariffs” section of xcelenergy.com for exact pricing, demand charges (if applicable), time-of-use windows, and seasonal tiers. Many territories now offer time-of-use or demand-based options; aligning usage with off-peak hours can materially reduce bills.

Customers can explore rebates for efficient appliances, smart thermostats, heat pumps, and weatherization through Xcel’s efficiency programs. Check program pages for eligibility, rebate amounts, and pre-approval requirements; some rebates require approved contractors or pre-qualification before purchase. For distributed generation (e.g., rooftop solar), interconnection applications, meter requirements, and net metering/export credit rules are state-specific—consult the Distributed Energy Resources or Solar sections for forms and timelines.

Disputes, Escalations, and Consumer Protections

If you believe a bill is incorrect, contact Xcel promptly and request a formal billing review. Provide meter readings (with photos if possible), dates of occupancy, appliance changes, and any interval data from your account. Ask for a case or ticket number and the expected resolution date. Most states require utilities to pause disconnection while a bona fide billing dispute is under active review—confirm your state’s rules.

If an issue remains unresolved after working with customer care and a supervisor, you may escalate to your state utility regulator (Public Utilities Commission or Public Service Commission). File with your state’s PUC/PSC using your case number, copies of bills, and written correspondence. Regulator contacts and complaint portals are listed on your state’s government website; search for “[Your State] Public Utilities Commission consumer complaint.”

Security and Fraud Prevention

Utility scams spike during severe weather and billing cycles. Xcel will never demand immediate payment with gift cards or threaten same-hour disconnection without prior written notice consistent with state rules. Verify suspicious calls by hanging up and dialing a published Xcel number (such as 800-895-4999) or by checking your account status online. Use the website directly—avoid links in unsolicited messages.

• Never pay in crypto, gift cards, or wire to unknown accounts. Use your online account, authorized pay stations, or the payment address on your bill.
• Enable multi-factor authentication on your Xcel online account and keep your email and phone updated for outage and billing alerts.
• For accessibility, use 711 (Telecommunications Relay Service) to reach Xcel if you are deaf, hard of hearing, or have a speech disability.

Quick Reference

Website: https://www.xcelenergy.com (manage service, pay bills, outage map, programs). Keep these core numbers saved: Customer Service and Billing 800-895-4999; Electric Outage 800-895-1999; Gas Emergency 800-895-2999. Headquarters: 414 Nicollet Mall, Minneapolis, MN 55401 (not a customer payment office). For the latest hours, fees, and state-specific rules, always confirm details in your online account or the state pages on xcelenergy.com.

Tip: If you’re calling about a high bill, have 12 months of usage history, recent appliance changes, square footage, thermostat setpoints, and photos of your meter reading ready. That information greatly speeds resolution and helps distinguish meter issues from usage patterns.

What number is 1 800, 895, 4999?

To report a scam to Xcel Energy Colorado, you can call their customer service number at (800) 895-4999.

How to talk to a real person at Xcel?

To request a refund, please contact XCEL Solutions at 866-559-9235 Monday through Friday from 8:00am to 7:00pm ET. If you are a resident of Alabama, Kentucky, Nevada, and Oregon, please submit your refund request in writing by sending an email to Customer Support ([email protected]).

Does Xcel work on 24/7?

We’re ready for any situation and will be working 24/7 to get your power back on. When restoring power, our crews go to the most critical areas and work in order of priority: Power generation and substations. Critical customers and communications.

What are the hours for Xcel customer service?

Refer to your individual bill for more information—and feel free to give our Business Solution Center a call at 1-800-481-4700, if you have any questions. Hours of operation are 8:00 a.m. to 5:00 p.m. Some of these factors—such as fuel costs—change frequently. Others are more static.