You Are Viewing FAQs Categories for Plans, Products, and Services

• Refer-a-Friend

  • How many $50 VISA^® prepaid cards can I receive?

    There are no limits – for every eligible referral that is successful, you get a $50 VISA^® prepaid card. It's that simple....

  • Where can I use my Visa prepaid card?

    You can use the Visa prepaid card anywhere Visa debit cards are...

  • Who do I contact if I have questions about my service?

    You can call us toll-free at 1-866-348-4194 or send us an email at csdirectenergy@directenergy.com.. Our Customer Care Consultants are available to assist you Monday-Friday 7am-8pm and Saturday...

  • What happens if the person I referred doesn't include my Referral ID when enrolling?

    Your friend has one business day to call Direct Energy and provide your referral...

  • How long will it take to receive my $50 VISA^® prepaid card?

    If you referred a friend to Direct Energy:
    After the person you referred has successfully enrolled with Direct Energy, registered for their MyAccount, and successfully become a Direct Energy customer, you will receive your $50 VISA^® prepaid card.

    If you were referred by your friend to Direct Energy:
    You will receive your $50 VISA^® prepaid card 6-8 weeks after officially becoming a Direct Energy customer.

• Direct Your Energy Insights Tool

  • What is Direct Your Energy?

    Direct Your Energy is a new resource for Direct Energy customers that shares easy-to-navigate tools that depict and analyze your energy usage. Designed to empower you to make more informed decisions about your energy use, each tool has a unique function that will help you manage your usage with the goal of potentially saving you money....

  • Where can I find Direct Your Energy?

    Direct Your Energy is a dashboard located within your Our Account Manager (OAM). When you log into your OAM account, you will have the option to see the dashboard and review your usage for valuable insights into your bill. ...

  • What will I find on the Direct Your Energy Dashboard?

    Through a variety of tools, Direct Your Energy will share how much energy you have used within your current and past billing periods, and what that usage cost you.

    The tools include:

    • A dynamic graphical overview of your past twelve bills where you can compare your actual usage to your predicted usage, your budget and your usage last year during the same billing period. Your usage graph can help you make adjustments before your next bill arrives.
    • Severe weather alerts in your area to find out what you need to know at the time it matters the most so that you can better manage your usage.
    • A budget tool that will help you stay on track for your next bill.
    • A color-coded bill forecast that indicates whether your next bill will be higher or lower than your last.
    • An itemized bill that displays your electricity costs broken out by appliance so that you can understand the main factors that drive your home's electricity usage.
    • A comparison of your home's energy usage to homes of similar size, amenities, usage patterns, and other attributes to see where you stand.
    • A home profile to capture your home and appliance information to feed the algorithms forecasting your bill, itemizing your usage, and personalizing your recommendations.

  • How do I access Direct Your Energy?

    Go to DirectEnergy.com and log into your Online Account Manager. Hover over Usage and Insights in the top navigation bar and click on Direct Your...

  • How can Direct Your Energy benefit me?

    Knowledge is power, and Direct Your Energy will empower you to become a smarter, more thoughtful consumer. You are no longer helpless when it comes to deciphering your energy bill – thanks to Direct Your Energy, you'll better understand your charges and what may have accounted for them. The more you know about your energy usage and better you understand your energy patterns, the better decisions you can make for your home and budget. ...

• Online Account Manager

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

    If you have never set-up your online account manager previously, you will need to go here. You will need your zip code, local utility, commodity, and account number. You can find this information by looking at your latest...

  • What information do I need to retrieve my Online Account Manager Password?

    To reset your password, you must enter the email address you have on file. Once you have confirmed the email address we have on file, you will need to enter your account number. Last, you will need to verify the security question you entered during your account registration process. Once all fields are verified, you will receive an email with the username on...

  • What information do I need to retrieve my Online Account Manager Username?

    To reset your username you must enter the email address you have on file. Once you have confirmed the email address we have on file, you will need to verify the security question you entered during your account registration process. Once both are verified, you will receive an email with the username on file or a link to reset your...

  • What are the Username and Password requirements for Online Account Manager?

    Your Username can be 8-25 characters in length, containing letters, numbers, and characters, but no spaces.

    Your Password can be 8-25 characters in length, containing letters, numbers, and characters, but no...

  • How Do I Use My Online Account Manager?

    You can pay your bill online by logging into your Direct Energy Online Account Manager by entering your User Name and Password anytime. You should have created a User Name and Password when you placed your order online.

    If you have not created an account previously, go here to register your account now.

    You will need to click the "Pay My Bill" link located in the top navigation menu and then make a one-time bill payment.

    If you don't have or have forgotten your User Name and Password, you can go to the "Forgot Username" or "Forgot Password" link for assistance. Furthermore, you can also call Customer Service at 1-855-461-1926 to speak with a representative for assistance.

• Direct Energy Products and Services

  • What kinds of plans are available from Direct Energy?

    At Direct Energy, we believe in providing customers with energy choice. Therefore, we offer many plans to meet the needs of your home and family. This includes fixed-rate plans, variable-rate plans, plans with 100% renewable energy, prepaid plans, time-of-use plans, and more.

    Please note product types vary by market, so please visit DirectEnergy.com and select your state of residence to see what plans we offer in your...

  • Does Direct Energy offer a Military Discount?

    Yes. Get a rate reserved for members of the military community from one of the largest, most trusted energy companies in the country. Choose from electricity plans, natural gas plans, or both depending on your area. We offer a variety of options including fixed-rate terms so that can lock in your low rate and avoid the possibility of seasonal rate changes. Plus, you can manage and update your account quickly and easily online with Direct Energy's Online Account Manager. Visit our military page to learn...

• Hive

  • Does Hive come with a warranty?

    Yes, Hive comes with a one-year warranty.

  • Can I cancel my energy agreement with Direct Energy by returning my Hive devices?

    No, if you choose to cancel your energy enrollment after your rescission period has passed but before the end of your initial contract term, you cannot return your Hive devices to avoid any applicable early termination fee. Your Hive devices are yours to keep at no additional cost, even if you choose to cancel your energy agreement with Direct Energy....

  • How do I set up my Hive Active Light?

    The Hive Active Light is easy to install and simply replaces your existing light bulb. It pairs to your Hive Hub and gives you control of your lights from the Hive app. To get started, follow the steps shown in the user guide located in your package, or watch our how-to videos at www.hivehome.com/support. If you are installing more than one Hive Active Light, install them one at a time and follow the steps shown in the user guide....

  • Do I need a smartphone to use Hive products?

    No, but without a smartphone you won't be able to use the Hive app and experience Hive products to their fullest. If you don't have smartphone or tablet, you can control your Hive products from your desktop in your Hive dashboard. We recommend using a smartphone or tablet and the Hive app to have the most convenience and ease....

  • What do I need to have before I can start using Hive products?

    To use any of the Hive products, you will need the following:

    1. An existing Internet connection; and
    2. A router with a spare ethernet port connection and an extra power supply close to your Internet router. If you want to use the Hive app, you will need an Apple iPhone or iPad using an up-to-date operating system or a device running an up-to-date Android operating system....