TEP Smart Rewards FAQ

• TEP Smart Rewards is designed to reward you for reducing your energy use during periods of high energy use.

• When summer temperatures climb, demand for electricity increases and can strain the grid. TEP’s Smart Rewards program helps reduce energy use during times of high energy demand. This reduces demand and the need for new power sources to meet energy needs. That’s good for the environment, and it helps keep energy costs low for everyone.

• Participants agree to brief adjustments of up to 4 degrees or less to their thermostats during peak electric demand periods from June 1 through September 30 including weekends and holidays. Adjustments to your thermostat typically last no more than three hours. You always maintain control of your device and can opt out of an event at any time based on your own comfort.

• Participants receive a one-time $50 virtual prepaid Mastercard® (limit two per household) after successfully enrolling in the program. In addition, participants will receive a $40 Prepaid Mastercard for up to two eligible thermostats per household each year after the summer season.

To be eligible to enroll, you must:

• Be a TEP residential electric customer with the electric service in your name.

• Use an installed qualifying internet-connected Smart Thermostat for cooling with a central air conditioner or heat pump.

• Allow TEP to make brief, small thermostat adjustments on days of high energy demand.

You can find the program terms and conditions for all thermostat providers below:

Confirm your interest and eligibility for participating in the Smart Rewards program by answering these three questions:

1. Are you a TEP residential electric customer?

2. Do you use a qualifying, internet-connected Smart Thermostat to control your central air conditioning?

3. Will you allow TEP to adjust your thermostat on high-energy usage days?

If you answered yes to all three questions, please choose whether you have an existing internet-connected smart thermostat to enroll in TEP's Smart Rewards program or if you would like to purchase a new, qualifying thermostat.

• If you have an existing smart thermostat, please select your thermostat among the eligible models.

• If you do not have an existing eligible smart thermostat:

  • You can purchase it from the TEP Marketplace and automatically enroll in the TEP Smart Rewards program

  • Or, you can purchase it from your preferred retailer, install it in your home and register it with the manufacturer. Once you have installed and registered the thermostat, come back to enroll your new thermostat in the TEP Smart Rewards program.

• Click the Enroll Now button to go to your thermostat’s enrollment site, where you will follow a few simple steps to enroll.

Once your eligibility is confirmed by TEP, you will be enrolled in the program. You will receive notification on your enrollment status via email using the address provided in your account registration.

You will receive a one-time $50 Prepaid Mastercard once your thermostat is properly installed and connected, and you have successfully enrolled in the program (up to two per household).

You will receive your $50 Prepaid Mastercard within 30-45 days of being accepted into the program as long as you remain enrolled and your device is connected to Wi-Fi. The $50 Prepaid Mastercard will be sent to the email address used to register in the Smart Rewards program. It will be sent from the tep@redeem.energyhub.com email address. You should add this address to your address book/whitelist to ensure that you receive the incentive.

You will receive a $40 Prepaid Mastercard (up to two per household) after each summer season as long as you remain enrolled in the program through the end of the season on September 30th, and your device is connected to Wi-Fi. The $40 Prepaid Mastercard will be sent to the email address used to register in the Smart Rewards program. It will be sent from the tep@redeem.energyhub.com email address. You should add this address to your address book/whitelist to ensure that you receive the incentive.

The incentive will be sent from tep@redeem.energyhub.com. Check your junk mail. If not found, reach out to the tep@redeem.energyhub.com support email to get a replacement card.

You will receive an email from TEP Smart Rewards (tep@redeem.energyhub.com) with instructions to redeem your enrollment and annual incentives. The email will contain a code and a link for you to activate the card.

For more information on redemption, please visit: https://www.myprepaidcenter.com/faq

A physical card will be issued/sent in 7 days if the virtual card has not been redeemed. You will receive an email (sent to the email address used to register in the Smart Rewards program) that your physical card is being mailed to your home address.

Yes, it is not necessary to add the virtual card to a mobile wallet to use it.

Cards can be used anywhere Mastercard is accepted with a couple of exceptions:

• Exceptions:

  • Cards cannot be used at an ATM

  • Cards cannot be used at a gas pump

Note: Can be used to prepay for gas inside the gas station

Your card is good for 6 months after it is issued.

Issues associated with the Prepaid Mastercards (e.g. card won't activate, balance, send me a new card, etc.) can be managed directly by contacting:

• 1-888-371-2109, or https://myPrepaidcenter.com/contactus

Depending on your thermostat provider, you will receive an email or notification in your web or mobile application.

• At the start of a typical event, your thermostat automatically will be raised by up to 4 degrees above the set temperature.

• Each event will typically last no more than three hours, and will occur between 4 p.m. and 8 p.m.

• For weekday events, your thermostat may be lowered up to 3 degrees prior to 3 p.m. to help pre-cool your home before peak demand begins.

• For weekend events, pre-cooling will occur immediately before the event start time.

• You may opt out of the Smart Rewards events at any time from your mobile device, web browser or thermostat. For the majority of devices, when you opt out of pre-cooling, you are also opting out of the Smart Rewards event for that day.

• Once the event is over, your thermostat will return to its normal setting.

You will not be penalized or unenrolled for occurrences that are out of your control, such as power outages and internet outages.

Please make sure your device is reconnected when your power or internet is restored. If your device remains disconnected/offline for 14 days in a row you will receive a notification requesting you to reconnect. If after receiving those notifications, your device continues to be offline for more than 60 days you will be unenrolled from the program.

Smart Rewards events will only affect the temperature by a few degrees, with minimal impact on comfort.

Yes. At any time during an event, you can opt out of that day’s Smart Rewards events using your thermostat, mobile device or web browser.

Pre-cooling is designed to increase your comfort during an event so you can continue to participate and make the greatest impact on our community's energy system.

It depends on your thermostat provider. Google Nest customers, for example,can opt out of the pre-cool portion of the event by adjusting the temperatureon their device or in-app. Other eligible providers do not allow pre-cool optouts. In any case, pre-cooling occurs during off-peak hours to mitigate anyimpact on the grid or on your energy bill.

For the majority of devices, when you opt out of the pre-cool, you are also opting out of that day’s Smart Rewards event.

There may be up to 20 events per program season (June 1 through September 30).

Yes, once an event concludes, your thermostat returns to its previous setting.

If your thermostat has a hold setting, it can still participate in an event, and will be adjusted based on the current hold temperature. For example, if your hold temperature is 75 degrees, and the event offset is 2 degrees, the event would raise your thermostat to 77 degrees.

They will be initiated based on an assessment of local and regional temperatures, grid conditions, and research objectives.

We are looking to identify the proper balance between customer comfort and energy demand reduction.

• Send an email to tep@energyhub.com, requesting to end your participation in the program.

• Unenrolling from the program will end your participation for all of your enrolled thermostats.

• Your thermostat(s) will no longer be subject to adjustments and you will forfeit the annual participation incentive paid after the end of the season on September 30.

Your thermostat is associated with the TEP Service account you enrolled with. If you move and bring your thermostat with you, you will need to unenroll your device with your thermostat provider and re-enroll in Smart Rewards at your new address.

Your thermostat is associated with the TEP Service account and address you enrolled with. If you do not take your thermostat with you, you must unenroll the device from your thermostat provider and the Smart Rewards program.

Please email us at tep@energyhub.com.