Are you having problems logging in? Are you concerned about the security of your personal information? Do you have questions about your online My Account? Select your questions from the list below to identify your specific problem and follow those directions. Or you can send an email, info@siliconvalleypower.com, or give us a call at 408-244-SAVE (7283).
 Why should I sign up for an online My Account?-
By signing up for your online My Account, you have a quicker, far more secure way for you to access your SVP account information online. When you sign up, your unique User Name and Password are linked to your account information (your Account Number, the last four digits of your Social Security Number, and your email address).
- What types of online transactions require that I sign up?
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Any transaction that requires data from your online My Account. These include:
- Viewing your bill
- Paying you bill
- Viewing your usage history
- Estimating how much energy your appliances use
- Consulting the energy advisor
We now offer online bill payment. You will need to sign up for an online My Account in order to pay your bill online.
- How do I sign up?
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In the right-hand sidebar, click on the New User Sign-Up link and fill out the short form.
- On the New User Sign-Up form, it asks for my Account Number. Where do I find that number?
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Your utilities Account Number is located near the top left corner of your paper bill where it says “Account Number.” It begins with three zeroes, has five numbers following it, a dash and two more numbers.
- On the New User Sign-Up form, why am I required to give the last four digits of my Social Security Number?
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SVP uses the last four digits of your Social Security Number to verify who you are.
- On the New User Sign-Up form, I typed in my preferred User Name, but keep getting User Name error message. What could I be doing wrong?
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A User Name should be composed of at least six characters. Upper and lowercase is permitted. If the User Name you have chosen meets this criteria and you still get a User Name error message, please either email us via our Ask Us A Question webpage or call us at 408-244-SAVE (7283) for help.
- On the New User Sign-Up form, I typed in my preferred Password, but keep getting Password error message. What could I be doing wrong?
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Your Password is case-sensitive, must contain a combination of letters and numbers. It should be at least six characters with no spaces, and must not contain any special characters such as % > * . Upper and lowercase is permitted. If the Password you have chosen meets this criteria and you still get a Password error message, please either email us via our Ask Us A Question webpage or call us at 408-244-SAVE (7283) for help.
- How will I know I have successfully signed up?
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At the end of the sign-up process, you will automatically be taken to a “Thank You” page. You will be able to login from there.
- How do I know my information is secure?
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We take your privacy and the security of any of your online information very seriously. We ensure your privacy by encrypting your password and related information sent between your browser and our server using VeriSign's 40 bit cryptography so that if this information is intercepted, it cannot be read.
- How do I know when I am in a secure area of the SVP website?
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Whenever you are logged in to your My Account, you are in a secure area. There are several ways to see if your web browser is in secure mode. The first way is to look at the bottom of your browser. If you see a small picture of a padlock or a key, you are in secure mode. An open padlock, broken key, or no icon at all, indicates that your web browser is not in secure mode.
Another way to tell is by looking at the website address in your browser window. Non-secure pages begin with http://. Secure pages begin with https://. The ‘s’ stands for secure. When you logout, your browser will automatically revert to standard mode.
- What personally identifiable information is kept on me by the SVP website?
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We collect your first and last name, your Account Number, the last four digits of your Social Security Number, your email address, your User Name, and your Password.
- In order to sign up for an online My Account, I have to give the last four digits of my Social Security Number. What about my rights under the Privacy Act?
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The Privacy Act* states that you cannot be denied a government benefit or service if you refuse to disclose your SSN unless the disclosure is required by federal law, or the disclosure is to an agency which has been using SSN's prior to January 1975, the date the Privacy Act went into effect.
Silicon Valley Power is a City of Santa Clara entity. The City of Santa Clara's Municipal Services has been collecting customers' SSN's previous to January 1975. You will not be denied electric service if you choose not to give your SSN (but may be required to put up a deposit). However, you will not be able to sign up for an online My Account or pay your bill online.
* Read more about the security of your Social Security Number from Privacyrights.org.
- To whom is my email address given out?
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SVP does not share email addresses with anyone outside of SVP or disclose any user information to any third parties unless under court order. Also, we neither sell nor provide your personal information for any direct mail activities except our own (to let you know of SVP services or upcoming City activities).
- Where is a copy of SVP's Privacy Policy?
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You can read the full Privacy Policy here.
- If there is a change to SVP's Privacy Policy, how will I know?
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Should there be any change to our Privacy Policy, you will be requested to read the revised Privacy Policy before logging in to your My Account.
- What should I do if I forget my User Name?
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If you've forgotten your User Name, go to Forgot Your User Name?, fill in your email address. You will receive an email with a temporary URL. Go to that URL in your web browser and you will see your User Name. You will be able to login from there.
- What should I do if I forget my Password?
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If you've forgotten your Password, go to Forgot Your Password? and fill in your email address. You will receive an email that has a temporary URL and a temporary Password. Go to the temporary URL in your web browser and enter your User Name and the temporary Password. You can then create a new Password and login from there.
- Do I have to sign up to shop the Plug-ins Catalog?
- No, you don't have to sign up to shop online with us.
- Can I pay my utilities bill online?
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Yes, you can pay your bill online with a credit card at any time with no additional fees.
- How do I sign up for online bill payment?
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To be able to pay your utilities bill online, you will need to first sign up for an online My Account. On the New User Sign-Up page, you will need to enter the Account Number that appears on your utility bill, the last four digits of your Social Security Number, choose a user name and password, and enter your email address.
- How do I pay my utilities bill online?
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Once you have signed up for an online My Account, click on the Pay My Bill link located in the top section of the right sidebar.
- When am I able to access online bill payment?
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Twenty-four hours a day, seven days a week. The only time online bill payment may be inaccessible would be for a short period of time for routine maintenance.
- What are online bill payments support hours of operation? What if I have a question and I need to talk to someone?
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We are available by phone from Monday through Friday from 8:00 a.m. – 4:55 p.m. You can call the Customer Service at 408-615-2300, or Web Support / Energy Conservation at 408-244-SAVE (7283). You can also email us via our Ask Us A Question webpage and we will get back to you during regular business hours (Monday – Friday, 8:00 a.m. – 4:55 p.m.).
- Do I need a password to access online bill payment?
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Yes, for security purposes you will need a password to login to your online My Account.
- What if I forget my password or user name to login?
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If you've forgotten your Password, go to Forgot Your Password? and fill in your email address. You will receive an email that has a temporary URL and a temporary Password. Go to the temporary URL in your web browser and enter your User Name and the temporary Password. You can then create a new Password and login from there.
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If you've forgotten your User Name, go to Forgot Your User Name?, fill in your email address. You will receive an email with a temporary URL. Go to that URL in your web browser and you will see your User Name. You will be able to login from there.
- What if I change my email address?
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Click on the Update User Info in the right sidebar. The third item on the page lists your current email address. To change your email address, click on the Change Email Address. Enter your new email address and click on the Change Email Address button.
- What will my email address be used for?
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We will only use your email address if we need to contact you about your online My Account.
- The balance due on my bill doesn't seem to be right. What should I do?
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If you have a question regarding your bill, please call the Customer Service at 408-615-2300, Monday through Friday (8:00 a.m. – 4:55 p.m.). You can also send a message to Customer Service by clicking on the Ask Us A Question link in the right sidebar and choose “Account Balance” as the subject of the Ask Us A Question form.
- Do you offer an e-Bill?
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Not at this time, but we hope to offer it in the future.
- Can I use online bill payment to pay multiple utilities accounts?
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At this time, you will not be able to pay all multiple accounts with a single payment. However, you can pay for each one separately. We hope to have the ability to pay multiple accounts with one payment as a feature within My Account in the future.
- How is my utilites bill paid?
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Once your payment is approved by the credit card company, it will be credited to your utility account. Please allow two business days for your payment to be reflected in your My Account balance.
- Can I cancel a payment?
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A payment can be voided if you call the Customer Service, 408-615-2300, the morning of the next business day.
- How does SVP keep my credit card information secure and private?
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We've partnered with Verisign, so that our website uses 128-bit SSL (secured sockets layer) encryption which is the STRONGEST possible SSL protection for online transactions on the Web. Messages can only be decoded with a single special key. It is considered to be the safest encryption available and that is why we use that for our online bill payment system.
- When will my payment be posted to my account?
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Payments made before midnight (day 1) will be processed the next business day (day 2) and will appear on your account by close of business the following day (day 3). For example of a payment is made on the weekend before 11:50 PM Sunday night, the payment will be processed on Monday and posted to the account on Tuesday.
- How can I confirm a payment has been made?
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Go to the main page of your My Account webpage and view the Account Summary. Your payment will show up within two business days. Or, you can call Customer Service, 408-615-2300, during normal business hours (Monday – Friday; 8:00 a.m. – 4:55 p.m.) to confirm receipt of your payment.
- What if my payment is late? Will I be charged a late fee?
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If a payment is made past the due date, a late fee will still apply. If the account has been issued a forty-eight hour notice or is scheduled for turn off for non-payment, payments will not be allowed on your My Account. Payments for those accounts may be made at the Customer Service number, 408-615-2300, during business hours.
- Can I change a payment after I've paid my bill?
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A payment can be cancelled or changed if you call the Customer Service, 408-615-2300, the morning of the next business day (normal business hours are Monday – Friday; 8:00 a.m. – 4:55 p.m.).
- Who do I contact if a payment hasn't been posted?
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Please contact the Customer Service at 408-615-2300 to confirm payment, or if you have any questions about your payment.
- What should I do if I get locked out of my Pay My Bill because of failed credit card authorization?
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Please contact the Customer Service at 408-615-2300 to confirm payment, or if you have any questions about your payment.
- What if I need help during a Pay My Bill session?
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If you have a question while you're paying your bill online and it is during our normal business hours (Monday – Friday; 8:00 a.m. – 4:55 p.m.), you can call Customer Service, 408-615-2300, or Customer Service, 408-244-SAVE (7283). You can also send an email via our Ask Us A Question webpage any time. You might also check this FAQ to see if the question you have is listed on this page.
- Is it free to pay my bill online?
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Yes, the City of Santa Clara does not charge any fees for paying your bill online.
- What happens if I don't have enough credit available on my credit card to pay my bill online?
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If you've entered a credit card number that doesn't have enough money to pay the balance due, you will receive an error message stating that the credit card cannot be accepted at that time. When this message appears, you will not be able to use the same card again for twenty-four hours. You will then be given the opportunity to enter an alternative credit card number.
- How can I print my bill?
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You can print a PDF version of your current bill by going to the My Account main webpage and click on the “Download PDF of Your Last Bill” link. (To print any bills from the past six months, click on the Previous Bills link in the right sidebar.)
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PC: In your browser window, go to File > Print. Set your Page Scaling to “Fit to Printer.”
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Mac: In Acrobat Reader, go to File > Print.
- If I'm already signed up for Direct Payment, can I use online bill payment?
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If you are already signed up for Direct Payment, you can make a payment through your online My Account. If the payment through your My Account is made at least two business days prior to the due date, our system will recognize that a payment has been made and there will not be a draw from your bank account. If payment is made after the due date, there may be a double payment.
- Why does the speed of the Online Bill Payment webpage vary?
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The speed of a site on the Internet is affected by numerous things. Some of these things include the speed of your modem, noise on the phone line, your ISP (Internet Service Provider) connection, the amount of traffic on your ISP, the amount of traffic on the Internet, the amount of traffic on our site, etc.
- If my service has been disconnected, can I pay my bill online?
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If your utilities account has been issued is a forty-eight hour notice for service disconnect or service has been shut off, or is designated as a cash only account, you will not be able to pay your utilities bill online. You will need to contact the Customer Service at 408-615-2300 to pay your bill in full, or make payment arrangements.
- I want to pay my company's utilities bill online with a credit card. Will I be able to do that?
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Yes, you will be able to pay your company's bill online. However, we encourage our larger business customers to enroll in our Electronic Funds Transfer program. To enroll, download the EFT Enrollment form (PDF: 32.1k). Fax the completed form to 408-260-3873. If you'd like more information, please call your Key Customer Representative at 408-615-5651.
- What other bill payment options are there?
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Besides paying your utilities bill online, you can:
If you have more questions about Silicon Valley Power in general, please read any of the following FAQs:
SVP Rules and Regulations
Here are the SVP Rules and Regulations (PDF: 100k). For additional questions, email us at info@siliconvalleypower.com, or call the Energy Conservation Hotline at 408-244-SAVE (7283).
 UG1000 - Installation of Underground Substructures by Developers (PDF: 1.41M) - This standard is intended for use by developers, contractors under contract to the City of Santa Clara, and City forces. It provides specific details and requirements for the installation of underground electric substructures for electric power system projects.
Other City of Santa Clara Rules and Regulations
Garbage, Refuse, Recycling, Household Hazardous Waste, and/or Clean Green Services (PDF: 437k)
Municipal Services Division Utility Services (PDF: 418k)
Water Service and Use (PDF: 1.5M)
[Note: If you are not able to view this PDF files, go here for more information.]
Silicon Valley Power Contact Information
If you have other questions that aren't covered by the links above, feel free to email us via our Ask Us A Question webpage, or call us at 408-244-SAVE (7283). Other contact telephone numbers are listed on our Contact Us webpage. Our hours are Monday through Friday, 8:00 a.m. - 5:00 p.m. Our mailing address is:
Silicon Valley Power
1601 Civic Center Drive, Suite 200
Santa Clara, CA 95050
Utility Billing Department Contact Information
The Utility Billing Department is open 8:00 a.m. - 5:00 p.m. Monday through Friday. Their telephone number is 408-615-2300. Their address is:
1500 Warburton Avenue
Santa Clara, CA 95050
Water and Sewer Utilities Contact Information
Water and Sewer Utilities are open 8:00 a.m. - 5:00 p.m. Monday through Friday. Their telephone number is 408-615-2000.
We're always looking to improve your experience at Silicon Valley Power. Your feedback is important to us. If you have a moment, take our online survey and let us know how we're doing.
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8:00 a.m. - 4:55 p.m. Monday - Friday; 1500 Warburton; Santa Clara, CA
408-615-2300
