Billing Information Frequently Asked Questions for Texas, Billing Information

Billing Information FAQs

  • How can I close my Direct Energy account?

    If you are moving to a new address within the Direct Energy service area, you can transfer your service to your new address online or by calling our Customer Care team at 1-888-305-3828.

    If you are switching from Direct Energy to another provider, there is no need to contact us. Your new provider will handle this transaction without disconnecting your service.

    If you are moving outside of the Direct Energy service area and you need to close your account, please call our Customer Care center toll-free at...

  • How does a Payment Arrangement work with Direct Energy?

    Qualified customers may be eligible for one of Direct Energy's payment arrangement plans. Currently, available plans include:

    • Payment Extension Plan: a short-term extension of the due date for full payment of past-due bills
    • Deferred Payment Plan: an extended payment plan where past-due bills may be paid in installments over a specified time period
    • Bill Payment Assistance Program: a program funded through donations to support local organizations that provide energy bill payment assistance to qualifying customers with financial needs

    If you are interested in one of these payment options, you will need to contact our customer care team at...

  • What deposit payment options do you offer?

    Please keep in mind that your service cannot start until your deposit has been received and processed. Direct Energy offers the following ways to pay your deposit:

    For billed products:
    Pay stations
    Find your nearby cash advance store location. Pay stations may have different service charges.

    To make the payment, you'll need your account number, which you will receive in the email confirming your enrollment and stating whether or not you need to pay a deposit. You'll need to call us back at 1- 888-305-3828 once you've made your payment to give us the confirmation number from the pay station. It can take anywhere from one to three business days to post to your account. Once your deposit has been received, we can update your account and send your enrollment. We can't send your enrollment until the deposit payment posts to your account, so please make the payment as soon as you can.

    Western Union
    You can make a payment with Western Union, which has service charges from $1 to $12 depending on how fast you want the payment to reach us. When you make the payment, you'll need your account number, which you will receive in the email confirming your enrollment and stating whether or not you need to pay a deposit. You'll need to call us back once you've made your payment to give us the confirmation number from Western Union. We will update your account and send your enrollment. We can't send your enrollment until the deposit payment posts to your account, so please make the payment as soon as you can.

    For Direct Energy Power-To-Go®:

    • Online: Make a one-time payment or schedule automatic payments with your credit card.
    • In person: Visit one of our convenient pay station in Texas and pay using cash (additional fees apply).
    • Call: 1-877-866-6601 (24 hours a day, 7 days a week) to make a payment using your credit...

    • Do I have to be enrolled in Paperless Billing with Direct Energy?

      Direct Energy customers do not have to be enrolled in Paperless Billing. This is an optional service we offer to interested customers. Please be advised that customers not enrolled in Paperless Billing will still receive a courtesy e-mail the day a new bill is generated. If you want to be removed from Paperless Billing with Direct Energy, you can call Customer Service at 1-855-461-1926 to speak with a live phone representative or un-enroll by logging into your Online Account...

    • How long is a billing cycle?

      Your billing cycle begins and ends based upon the meter reading dates determined by the Transmission and Distribution Service Provider (TDSP, also known as the utility company) for your area. Please be advised that Direct Energy does not control when the TDSP reads your meter. A typical billing cycle is 28-32 days in length, but there is no specifically set length that a billing cycle will always...

    • Where and how can I pay the deposit?

      Direct Energy offers several easy options for you to pay the deposit:

      • Have deposit payment automatically deducted from your credit card. Additional fees apply when paying with these options
      • Find a walk-in pay station that will accept deposit payment in your area. Walk-in payment stations may charge an additional payment fee
      • Waive the deposit if you meet certain requirements. See requirements.

      Just call Direct Energy's Customer Care Center toll-free at...

    • Can I request more time to pay my electricity bill?

      Yes, customers can request additional time to pay their bill. Qualified customers may be eligible for one of Direct Energy's payment arrangement plans. Currently, available plans include:

      • Payment Extension Plan: a short-term extension of the due date for full payment of past-due bills
      • Deferred Payment Plan: an extended payment plan where past-due bills may be paid in installments over a specified time period
      • Bill Payment Assistance Program: a program funded through donations to support local organizations that provide energy bill payment assistance to qualifying customers with financial needs

      If you are interested in one of these payment options, you will need to contact our customer care team at...

    • What is the Current or Present Meter read?

      The "Current or Present Meter Read" is the number displayed on your electricity meter on the date the meter was read by the utility company for your area at the end of your current billing cycle. This number does not indicate the actual usage for the month, but the number of kilowatt-hours (kWh) that have passed through the meter over the life of the meter. The Usage for your bill is determined by subtracting the Previous (or Prior) Meter Read number from the Current (or Present) Meter Read...

    • What is the Electricity Facts Label?

      The Electricity Facts Label (EFL) provides you with pricing for your energy usage per kilowatt-hour (kWh), contract, charge breakdown between Direct Energy and your local Transmission & Distribution Service Provider (TDSP, also known as the utility company), product description, fee information, and emissions information regarding your electricity service. Your EFL will be provided to you by Direct Energy with your Welcome Packet along with your Terms of Service...

    • What is an Energy or Generation Charge?

      An energy or generation charge is what Direct Energy charges you for your electricity usage based on the energy consumed in terms of kilowatt-hours (kWh) in a given billing cycle and the rate for that energy. This charge is calculated by multiplying the number of kWh consumed during a billing cycle by your rate for energy in terms of cents per kWh.

      For example, if you used 1,000 kWh during a billing cycle, and you were signed up with a fixed-rate plan at 10.0 cents per kWh, your energy charge would be $100.00: 1,000 kWh * 10.0 cents per kWh = $100.00.

      Please be advised that the number of kWh you use in a billing cycle is determined by the utility company for your area based upon them reading your meter, not Direct...

    • What is the Previous Metered Usage?

      You are assessed a Previous Metered Usage charge if your Transmission and Distribution Service Provider (TDSP, also known as the utility company) replaced your meter with a new Meter during the middle of your billing cycle. This could be removing your old analog meter and installing a new Smart Meter, or it could be replacing a broken meter with a new working meter.

      These charges would be listed on your bill as "Previous Metered Usage." The Previous Metered Usage charge is not a charge to change or replace your old meter. It is simply the charges for your final usage on your old meter. Please be advised that Direct Energy does not have any jurisdiction over when or why your meter has been replaced. Instead, the TDSP for your area is responsible for your meter and can replace a meter as they deem...

    • What is the PUC Assessment Fee?

      This is the charge assessed by the Texas Public Utilities Commission (PUCT) to recover the statutory fee for administering the Public Utility Regulatory Act. It is equal to 1/6 of 1 percent of the charges on your bill, excluding sales tax. For more information on this Fee, please visit

    • What is Usage?

      Usage is the measurement of electricity that is consumed by a specific service address during a specific billing cycle. The unit of measurement for usage is a kilowatt-hour, and usage is notated on your bill with the "kWh" abbreviation. The Usage for your bill is determined by subtracting the Previous Meter Read number from the Current Meter Read...

    • What is a kilowatt-hour or kWh?

      A kilowatt-hour is the unit of measurement for electricity usage. A kilowatt-hour is abbreviated on your bill as "kWh." The amount of electricity you used at your specific service address for a specific billing cycle is measured by the utility company for your area as the number of kWh...

    • What is the Previous or Prior Meter read?

      Depending upon your state of residence and the terminology used by the utility company for your area, the Previous or Prior Meter Read is the number displayed on your electricity meter on the date the meter was read by the utility company for your area at the end of your previous billing cycle. This number does not indicate the actual usage for the month, but the number of kilowatt-hours (kWh) that have passed through the meter over the life of the meter. The Usage for your bill is determined by subtracting the Previous Meter Read number from the Current Meter Read...

    • How do I enroll in Paperless Billing with Direct Energy?

      The best time to sign up for paperless billing or electronic billing at the time of enrollment. If you are a current customer, you can log in to your Online Account Manager and enroll in paperless billing. Please note, it may take one to two billing cycles to begin receiving paperless billing.

      Once enrolled in paperless billing, you will no longer receive a paper bill in the mail.

      If at any time you would like to begin receiving paper bills in the mail, you will need to unsubscribe from paperless billing by visiting your Online Account Manager. Please note this also may take one to two billing cycles to go into effect on your...

    • How can I receive assistance paying my Direct Energy bill?

      Qualified customers may be eligible for one of Direct Energy's special payment arrangement plans. Currently, available plans include:

      • Payment Extension Plan: a short-term extension of the due date for full payment of past-due bills
      • Deferred Payment Plan: an extended payment plan where past-due bills may be paid in installments over a specified time period
      • Bill Payment Assistance Program: a program funded through donations to support local organizations that provide energy bill payment assistance to qualifying customers with financial needs

      If you are interested in one of these payment options, our Customer Care representatives are there to help you pay your bill. They can be reached at 1-888-305-3828 and are available to assist you Monday – Saturday from 7:30 a.m. to 8:00 p.m. CST.

    • Why does it show I have a balance due in my Online Account Manager when I just made a payment?

      It may take several hours for your payment to process. Until your payment processes, your Online Account Manager will show you have a balance due. Please make payment only once to avoid making multiple payments to your...

    • How does Auto Pay work with Direct Energy?

      The Auto Pay draft occurs on the due date of your bill. Please be advised that Auto Pay with Direct Energy is set up to receive payment from the four major credit card providers (Visa, MasterCard, Discover, and American Express). Many customers do set up Auto Pay using their bank-issued check/debit card so that their payment is drafted from their checking account, instead of a traditional credit card. Once you are set up Auto Pay, it may take one to two billing cycles for Direct Energy to begin automatically drafting your...

    • Does Direct Energy offer Paperless Billing?

      Direct Energy does offer Paperless Billing to all customers who are interested in receiving fewer pieces of paper mail in their mailbox. When you enroll in Paperless Billing, you will receive an e-mail the day your bill is generated and will no longer receive a paper bill.

      The best time to sign up for paperless billing or electronic billing at the time of enrollment. If you are a current customer, you can log in to your Online Account Manager and enroll in paperless billing. Please note, it may take one to two billing cycles to begin receiving paperless billing.

      To view your bill, usage details, and make payment with Direct Energy, log into your Direct Energy Online Account Manager, hover over "Billing and Payments" icon in the top navigation bar, and select the appropriate link for the action you want to take.

      You can opt out of Paperless Billing at any time. Simply log into your Direct Energy Online Account Manager, hover over "Billing and Payments" icon in the top navigation bar, click "Paperless Billing," and select that you want to opt out of Paperless Billing. Please note this also may take one to two billing cycles to go into effect on your account.

      Direct Energy customers do not have to be enrolled in Paperless Billing. This is an optional service we offer to interested customers. Please be advised that customers not enrolled in Paperless Billing will still receive a courtesy e-mail the day a new bill is generated....

    • Why have I not received my Direct Energy bill?

      There are a few reasons why you might not have received your bill at this time. The generation of your bill depends upon when your meter is read by the Transmission Distribution Service Provider (TDSP, also known as the utility company) for your area and when that meter reading is delivered to Direct Energy.

      • The TDSP might not have read your meter at this time.
      • The TDSP might not have delivered your meter reading to Direct Energy. Please contact the TDSP to determine the meter read schedule for your service address.
      • Per Texas Public Utilities Commission (PUC) regulation, Direct Energy does have up to 30 days after receiving your meter reading from your TDSP to generate your bill for any given billing cycle.
      • There could be a discrepancy in the billing address we have on file for your account. Please log into your Direct Energy Online Account Manager to verify the billing address on file for your account.
      • You are enrolled in Paperless Billing with Direct Energy, but the e-mail about your bill could have been placed in your spam/junk mail folder on accident.
      • There could be a discrepancy in the e-mail address that we have on file for your account. Please log into your Direct Energy Online Account Manager to verify the e-mail address on file for your account.

      To better determine what might have happened to your bill, please call Customer Service at 1-855-461-1926 so that you can speak with a representative for...

    • How does Balanced Billing work with Direct Energy?

      The Average Billing Plan is designed to even out the highs and lows in your electric bill and is based on your current price plan and usage history at your service location. Your Average Billing Plan recalculates each month and is based on an average of your current month's usage plus your prior usage up to 11 months, plus or minus a portion of your accumulated variance, multiplied by the plan rate you chose...

    • What do I do if I notice an error on my bill?

      If you have any questions about the electricity charges on your Direct Energy bill in Texas, please contact our Customer Care Team at 1-855-461-1926.

    • Where do I send my payment after I switch to Direct Energy?

      Once you switch to Direct Energy as your Texas electricity company, you will pay your bill to us each month. Visit our Billing and Payment FAQ's to view the various ways you can pay your bill to us.

    • Who do I contact to change my payment due date?

      Unfortunately, Direct Energy does not provide a way to change your payment due date.

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

      To change the name on your Direct Energy account, the current account holder must contact our Customer Care center. Only the current Direct Energy account holder or authorized representative will be able to make changes to the...

    • Where can I find information about the different fees and charges from my energy bill?

      Login to your "Understanding Your Bill". This simple guide walks you through the details about the various fees and charges with helpful hover descriptions to make reading your bill...

    • How can I pay my Direct Energy bill?

      Direct Energy offers a range of ways for you to pay your Texas electricity bill.

      Online: You can make a payment by logging into your Online Account Manager and following these directions:

      • Hover over Billing & Payments tab and select Pay Your Bill from the drop-down menu.
      • Click Pay Your Bill.
      • Enter the amount you want to pay under Payment Amount.
      • If you would like to donate to the Neighbor to Neighbor program, enter the donation amount you want to contribute towards the program.
      • Verify the Total Payment amount automatically calculated. This amount is the total of the Payment Amount plus the Donation amount entered, if any.
      • Finally, select the form of payment you want to use under Payment Method. You can also choose to add a new form of payment by selecting Credit Card/Debit Card or Bank Account from the drop down.
      • Click the Submit Payment button.

      Please Note: you can schedule your payment up to 90 day in advance. We accept all major credit cards (including bank debit cards featuring the logo of a major credit card). Also, If you are a first-time user of Online Account Manager, please click www.DirectEnergy.com/Account/Register to create your account.

      Direct Energy Power-to-Go Prepaid Customers: Power-to-Go Customers can call 1-877-866-6601 toll-free to make a payment to your account.

      Pay by Mail: You have the option of paying your bill by mailing in a check or money order to one of the addresses below.

      If you have a ten digit account number that begins with a '5' (ex: 5123456789), please mail your payment to: Direct Energy, PO Box 650273, Dallas, Texas 75265-0273, United States

      For all other customers, please mail your payment to: Direct Energy, PO Box 650272, Dallas, Texas 75265-0272, United States

      Don't forget to write your Direct Energy account number on your check or money order to ensure your payment is correctly applied to your account. Check or money order should be made out to Direct Energy. Be sure to write your account number on your check or money order.

      Pay in Person: There are a number of places where you can pay your bill in person. Find the location nearest to you. FIND A LOCATION.

      Pay by Phone: You can make a payment using a credit or debit card by calling 1-888-305-3828. We accept all major credit cards (including bank debit cards featuring the logo of a major credit card).

    • What if I can't pay my Direct Energy electricity bill right now?

      Qualified customers may be eligible for one of Direct Energy's special payment arrangement plans. Currently, available plans include:

      • Payment Extension Plan: a short-term extension of the due date for full payment of past-due bills;
      • Deferred Payment Plan: an extended payment plan where past-due bills may be paid in installments over a specified time period; and
      • Bill Payment Assistance Program: a program funded through donations to support local organizations that provide energy bill payment assistance to qualifying customers with financial...

      • Does Direct Energy offer a leveled or average payment plan to its customers?

        Yes, we do have such a service, though we refer to it as "Average Billing." You can call Customer Service at 1-855-461-1926 to speak with a representative in order to express your interest in receiving more information on Average Billing for your service...

      • How does a Deferred Payment Plan work with Direct Energy?

        A Deferred Payment Plan (DPP) is a formal arrangement with you as our customer, allowing a you to pay an outstanding bill in installments.

        You are eligible for a Deferred Payment Plan if you meet these criteria:

        1. No Insufficient Funds payments in the last 30 days;
        2. No more than two (2) Insufficient Funds payments on your account in the last 12 months;
        3. No Broken Payment Extensions in the last 90 days;
        4. No Broken DPP's in the last six (6) months; and
        5. You make the required 50% Down payment.

        A DPP can only be set up for the entire balance. A DPP arrangement can be set up for two to five equal installments. The balance will show as a past due amount on the bill until the DPP is completed and paid in full. You are required to pay your normal monthly charges in addition to the agreed-upon DPP amount each month.

        If you are interested in this payment option, please call Customer Service at...

      • What is the Miscellaneous Gross Receipts Tax?

        This is the charge assessed to recover the miscellaneous gross receipts tax imposed on retail electric providers operating in an incorporated city or town having a population of more than 1,000. The acceptable abbreviation for this charge is "Gross Receipts Reimb."

        The Miscellaneous Gross Receipts Tax Reimbursement is imposed on both utility companies and retail energy providers located in a city or town having a population of more than 1,000 according to the last federal census. This fee may or may not appear on your Direct Energy bill, depending on where you live.

        For more information on this fee, please visit

      • Where can I mail my payment?

        You have the option of paying your deposit by mailing in a check to the address below.

        Direct Energy
        PO Box 650896,
        Dallas, Texas 75266-0896
        Don't forget to write your Direct Energy account number on your check or money order to ensure your payment is correctly applied to your...

      • How can I reach Customer Care and what are their hours?

        Our Customer Care representatives can be reached at 1-888-305-3828 and are available to assist you Monday - Saturday from 7:30 a.m. to 8:00 p.m. CST.

        In addition, Live Agent Chat is available Monday-Friday, 8:00 a.m. to 5:00 p.m. CST. Agents will also monitor our social media pages during this time frame....

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