Account FAQs

Account

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How can I change the name on my Direct Energy account?

Texas customers
To change the name on your Direct Energy account, the current account holder must contact our customer support center. Only the current Direct Energy account holder or authorized representative can make changes to the account.

Northeast & Midwest customers
If you also need to make changes to your utility account, please contact your local utility.

What is my Direct Energy account number?

This is the number that identifies you as a Direct Energy customer. It is typically used to locate your personal information when you call customer support.

Texas customers
You can find your account number at the top of your bill. If you’re a POWER-TO-GO BY DIRECT ENERGY prepaid electricity customer, you have a Direct Energy account number, but to make a payment, please enter your payment ID instead. This can be found in one of your latest emails or text messages about your account status.

Northeast & Midwest customers
You’ll use your Utility Account Number when calling Direct Energy customer service or registering your Direct Energy online account. Your Utility Account Number is attached to your account with your local utility. You can find this number on your utility bill, your Direct Energy confirmation email and your Direct Energy Online Account Manager under Account Information.

Who can I talk to if a member of my household is on life support or requires critical care?

Texas customers
If a member of your household requires critical care, please call customer support at 1-888-305-3828. We’re here to support you 24/7.

Northeast & Midwest customers
If a member of your household requires critical care, please contact your local utility company for any options you may have.

I think my identity was used to set up an account at Direct Energy. What can I do?

If you suspect you are the victim of identity theft or think your identity has been stolen and used to set up an account with Direct Energy, we're here to help. You can read more about our commitment to identity theft protection and the next steps you'll need to take.

How do I cancel my service?

Moving

Texas customers
If you're moving to a new address within the Direct Energy service area, you can transfer your service to your new address online or by calling customer support at 1-888-305-3828.

If you're moving outside of the Direct Energy service area and you need to close your account, please call customer support at 1-888-305-3828.

Northeast & Midwest customers
If you're moving to a new address within the Direct Energy service area, you can transfer your service to your new address by calling customer support.

If you're moving outside of the Direct Energy service area and you need to close your account, please call customer support.

Changing energy providers
If your current energy plan is not meeting your needs, we invite you to log into your Online Account Manager to see if you're eligible to switch plans and explore the options available to you.

If you need further assistance, please start a live chat below or call us and we will be happy to assist you.

If you still prefer to cancel your service with us, you can do so in your Online Account Manager or by contacting customer support.

Texas customers
Please note if you change energy providers, you may owe Direct Energy a cancellation fee depending on the terms of the plan you selected. If you have questions about your contract, you can view the details in your Online Account Manager. You can also start a live chat below or contact us by phone.

Online account

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What information do I need to set up my Online Account Manager?

To set up your Direct Energy Online Account Manager, you’ll need your ZIP code, Direct Energy account number or utility account number, and local utility company and service type where applicable. You can find this information by looking at your latest energy bill.

How do I change my password or email address on my account?

Texas customers

To update your password:
Click “Login Information” under the Account Info menu. A panel appears with your username and password.
In the Password field, click Edit. Update and confirm your password.

Your password must:

Contain at least 8 characters
Contain a number
Contain a letter
Be different from your username

To update your email address:

Click “Contacts” under the Account Info menu.
Click the pencil next to the Email Address field. A text box will appear below. Update your email address and click Save.

Northeast and Midwest customers

To change your email or password, go to the account information page and click the pencil icon beside your email or password.

Renew service

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How do I renew my service with Direct Energy?

Texas customers:
When your plan is ready for renewal, you’ll see a notification in your online account manager dashboard. From your dashboard, you can select “Renew plan” to view available offers in your area. After you choose a plan, follow the instructions to complete your renewal. You can also start a live chat or call us at 1-888-305-3828. We’re here to support you 24/7.

Customers outside of Texas

When your plan is ready for renewal, you’ll see a notification in your online account manager dashboard. From your dashboard, you can select “Renew plan” to view available offers in your area. After you choose a plan, follow the instructions to complete your renewal.

You can also call us Monday-Friday 8:00am-8:00pm ET or Saturday 8:00am-5:00pm ET for help with renewing your plan.

How do I know when it's time to renew my service?

We’ll let you know it’s time to renew your service 60-90 days before your current plan expires. You can find your plan’s expiration date by viewing your plan information in your online account manager. If you’re enrolled on a month-to-month plan, you don’t have an expiration date.

When does my new plan go into effect after I renew my service?

After you renew your service, your new plan will go into effect within 1-2 billing cycles after your current plan expires, depending on your utility.

Can I change to another plan when it's time to renew?

You’re welcome to renew with any plan that you see available when you log into your online account manager.

If you don’t see the plan option you would prefer, please call customer service so that a representative can assist you with your renewal.

How do I switch plans with Direct Energy?

Texas customers:

If you’re on a variable-rate plan, you can switch to a fixed-rate plan by clicking the dashboard link in your online account manager. You can also start a live chat or call us at 1-888-305-3828. We’re here to support you 24/7.

Customers outside of Texas

If you’re on a variable-rate plan, you can switch to a fixed-rate plan in your online account manager or by calling us Monday-Friday 8:00am-8:00pm ET or Saturday 8:00am-5:00pm ET.

Transfer service

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How do I transfer my Direct Energy service to a new address?

Texas customers

We offer quick and easy transfer of service through our Online Account Manager. Once you log in, click Menu and navigate to “Moving? Transfer to new address” under Manage Existing Service.

You will enter the following information:

Your new service address plus your new billing address (if different)
The date you want to stop service at your current address
The date you want to start service at your new address

If you’re moving into a different utility service area, you’ll select a new electricity plan for your new home.

You can also transfer your service by calling customer service at 1-888-305-3828.

Customers outside of Texas

You’ll first need to provide your new address to your local utility company. If you’re moving out of your current utility’s service area, create an account with your new utility.

After you contact your local utility, you can contact Direct Energy customer service to transfer your service to your new address. If you’re moving out of your current utility’s service area, our care agents will assist you in selecting a new electricity and/or natural gas plan.

Does Direct Energy charge a fee to transfer my service?

Direct Energy will not charge you a fee to transfer your service. However, you may be assessed a one-time new connection fee by your local utility company. You can contact your local utility for more information.

Will I be charged an Early Termination Fee if I transfer my service to a new address before my current contract expires?

No, you will not be charged an early termination fee when you transfer your Direct Energy service.

Can I have service start or end on the same day I transfer my service?

Texas Customers

Starting service: In general, it takes 3 business days to complete a standard order for service. When you transfer your service, you can request service to begin on the same day for an additional fee. This fee is assessed by your local utility and will appear on your first bill. If all other relevant fees are paid, service will typically start within 24 hours. The timeline ultimately depends on the workload of the local utility company.

Ending service: Unfortunately, it’s not possible to end service at your previous address the same day you transfer. It takes 3 business days for Direct Energy and the local utility to process and complete your service termination request.

Customers outside of Texas

The time it takes to start or end service varies based on your local utility – it could take a few days or up to 1-2 billing cycles to complete your transfer. You can contact your local utility for more information.

Why am I being asked to choose a new plan when I transfer my service?

Our offers can vary based on service area, so if you’re moving away from your current energy service area, you may need to select a new plan when you transfer your Direct Energy service.

If you live outside of Texas, you may also need to sign up with a new utility company. Check which utility company will serve you once you move. You can find utility information on our utility page.

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Account FAQs

Account FAQs

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Account

How can I change the name on my Direct Energy account?

What is my Direct Energy account number?

Who can I talk to if a member of my household is on life support or requires critical care?

I think my identity was used to set up an account at Direct Energy. What can I do?

How do I cancel my service?

Online account

What information do I need to set up my Online Account Manager?

How do I change my password or email address on my account?

Renew service

How do I renew my service with Direct Energy?

How do I know when it's time to renew my service?

When does my new plan go into effect after I renew my service?

Can I change to another plan when it's time to renew?

How do I switch plans with Direct Energy?

Transfer service

How do I transfer my Direct Energy service to a new address?

Does Direct Energy charge a fee to transfer my service?

Will I be charged an Early Termination Fee if I transfer my service to a new address before my current contract expires?

Can I have service start or end on the same day I transfer my service?

Why am I being asked to choose a new plan when I transfer my service?

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25 energy-efficient tips for lower electricity costs

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Account FAQs

Account FAQs

Explore subcategories

Change category

Account

How can I change the name on my Direct Energy account?

What is my Direct Energy account number?

Who can I talk to if a member of my household is on life support or requires critical care?

I think my identity was used to set up an account at Direct Energy. What can I do?

How do I cancel my service?

Online account

What information do I need to set up my Online Account Manager?

How do I change my password or email address on my account?

Renew service

How do I renew my service with Direct Energy?

How do I know when it's time to renew my service?

When does my new plan go into effect after I renew my service?

Can I change to another plan when it's time to renew?

How do I switch plans with Direct Energy?

Transfer service

How do I transfer my Direct Energy service to a new address?

Does Direct Energy charge a fee to transfer my service?

Will I be charged an Early Termination Fee if I transfer my service to a new address before my current contract expires?

Can I have service start or end on the same day I transfer my service?

Why am I being asked to choose a new plan when I transfer my service?

Signing up for Direct Energy is easy!