Update on TIO Networks Security Incident

December 26, 2017

El Paso Electric is providing further information about the TIO Networks USA, Inc. security incident that we previously reported.  TIO is a third-party provider of mobile payment applications and other payment technologies for many companies, including El Paso Electric’s mobile pay application, MobilePay. In November, TIO suspended its operations, and as a result, El Paso’s MobilePay became unavailable. 

TIO notified us on November 27, 2017 that it discovered unauthorized access to locations on the TIO network that stored personal information of some customers of TIO clients, including some El Paso Electric customers that use MobilePay.  El Paso Electric immediately commenced an internal investigation and began working with TIO to understand the nature and scope of the incident and to help TIO mail letters to those El Paso Electric customers involved. 

On December 23, 2017, TIO began mailing notices to customers it identified as potentially affected in the incident, including some El Paso Electric customers that use MobilePay.  The personal information stored in the affected locations on TIO’s network included customer name, address, utility account number, bank account number, and bank routing number.  TIO’s notice includes additional information about what happened, what TIO is doing, and what customers can do to help protect themselves.   Enclosed with TIO’s notice is a letter from El Paso Electric that provides our customers with additional information about the incident. Importantly, this incident only affected TIO’s network and did not involve El Paso Electric’s systems or other payment solutions in any way.

El Paso Electric’s MobilePay will continue to be unavailable until further notice.  For a complete list of available payment options, please visit…/residenti…/bill-payment-options.

For additional information relating to the TIO incident, please call TIO at 1-855-272-6796 or visit the TIO website,