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...

• Sengled Connected Home Lighting Kit

  • How should I reset the hub?

    Press and hold the white round button on the side of the hub for a minimum of eight seconds and then release it. After a few seconds, the middle blue signal indicator light on the front of the hub should light up in a few seconds and flash eight times, if the reset is successful. Wait for up to 30 seconds for the indicator light to become...

  • How should I reset the bulb to factory default?

    Power on the bulb, wait for a minimum of 4 seconds, and then power cycle the bulb (turning it off and then back on) quickly for at minimum ten times. The bulb will blink five times indicating pairing...

  • The device status in the App seems to be out of sync with the actual device status. What should I do?

    There are times when the status of the active devices on the App can be out of sync with their actual status because the App does not automatically get the update. To retrieve the latest status, go to "Devices" or "Individual Bulbs," drag your finger down the screen until you see "Release to refresh..." appear on the screen, and then remove your finger from the screen. This will help synchronize the active device list and device status between the App and the server. The device list and individual bulb list also have auto refreshing mechanism built-in and update the device status every 10...

  • When adding a new hub in my account, why can't my App find the hub?

    To add a new hub via the Element app from your mobile device, please first make sure your hub has been reset prior to a new connection. Then make sure your mobile device is connected to the same 2.4GHz Wi-Fi network that the hub is connected to. Also check that this Wi-Fi network from your router is working properly. Last but not least, power on the hub, wait for about 60 seconds allowing the software on the hub enough time to initialize, and then try...

  • What is the recommended distance between bulbs and hub?

    Depending on what sits in between a hub and a bulb, the typical working range in an indoor US residential setting is roughly between 50 to 180...