Frequently Asked Questions

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• Refer-A-Friend

  • How many $50 Direct Energy Visa^® Prepaid Cards can I receive?

    There are no limits – for every eligible referral that is successful, you get a $50 Direct Energy Visa® Prepaid Card. It's that simple. Just log into your Online Account Manager at Direct Energy and follow the easy instructions...

  • 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 7am-5pm.

  • 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 code.

  • How long will it take to receive my $50 Direct Energy 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...

  • How does someone qualify for Refer-A-Friend?

    To qualify for Refer-A-Friend, you and your friend(s) must meet the following criteria: Must be new to Direct Energy (not currently an active or pending Direct Energy customer, or have not been a Direct Energy customer in...

• 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...

  • 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...

  • 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 Energy.

  • 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...

• 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 b...

  • 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....

  • 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 spaces.

  • 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...

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

    To reset your password, click "forgot password" on the login page. Enter the username you have on file. Once you have confirmed the username we have on file, you will need to enter your email or answer the security question you...

• Direct Energy Products and Services

  • What is the advantage of a fixed-rate energy plan?

    When you sign up for a fixed-rate plan, you are locked in a specific rate for the length of the contract term. This rate is based on what Direct Energy thinks the market will behave like over the length of the contract term; and...

  • 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,...

  • What is the difference between Time-Of-Use pricing and the Direct Energy Free Power Saturday Plan?

    Traditionally, you are charged a "flat" rate for your electricity usage during a 24-hour period. Residential electricity consumption is the lowest in the late evenings, this time period is known as off peak hours. During the day...

  • How does Direct Energy's Free Power Saturday Plan work?

    You will NOT be charged for your electric supply consumption on Saturdays for the entire contract term of your agreement. From Sunday to Friday, you will be charged a fixed electricity rate, so you can move your weekday household...

  • What are the free hours for Free Power Saturdays plan?

    The hours for the Direct Energy Free Power Saturdays plan are 12 a.m. to 11:59 p.m. every Saturday. You will NOT be charged for your electric supply consumption during that time for contract term of your agreement.

• 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...

  • How many wires do I need to install my Hive Active Thermostat™?

    The minimum number of wires is three (3). These included R, C, and either a W1 or Y1.

  • I don't know how to install my Hive. Can you help me install it myself?

    Our friendly Hive support team are here to help. You can reach out to us via e-mail at help.USA@hivehome.com or call us at (866) 470-9133.

  • How do I know if I have a C-Wire?

    The C-wire is connected to the "C" terminal on your current thermostat.