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

• Refer-a-Friend

  • What happens to my bill credits if I cancel my Direct Energy service?

    The bill credits you've already earned are yours to keep. However, if you cancel your Direct Energy service, you won't be able to earn any more bill credits, including ones that may be...

  • What happens to my bill credits if I change my service and/or rate plan?

    As long as you remain a Direct Energy customer, you can still participate in the Direct Energy Refer-a-Friend...

  • How many $50 bill credits can I receive?

    There are no limits – for every eligible referral that is successful, you get a $50 bill credit. It's that simple....

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

    You can call us toll-free at 1-888-305-3828 or send us an email at ga-deonlinehelptx@directenergy.com. Our Customer Care Consultants are available to assist you Monday-Friday 7am-8pm and Saturday...

  • What is Refer-a-Friend?

    Refer-a-Friend is Direct Energy's customer referral program. Turn your friends on to Direct Energy, and you'll earn bill credits for each customer you refer. And unlike the other programs, there's no limit to the number of friends you can refer. With Refer-a-Friend your friends win, too, with a bill credit on their second bill when they enroll with Direct Energy. Giving great rewards for referrals is just one more way we put customers first. Please visit our Refer-a-Friend page to learn...

• Reduce Your Use Rewards

  • What is a Peak Event?

    Occasional storms, heat waves, and cold fronts as well as periodic power plant repairs and maintenance, have the potential to affect supply and demand for electricity. When demand is high and supply is short, power interruptions can sometimes be the result. A Peak Event is usually called in these situations in order to help conserve electricity. These events are based upon extreme weather forecasts, Electric Reliability Council of Texas (ERCOT) public market notices, and Direct Energy customer usage. A Peak Event is typically declared the night before the actual day of the event.

    Building enough power plants to satisfy every possible supply and demand scenario is one possibility, but the cost and environmental impact of that would be tremendous. Thus, demand response programs like our Reduce Your Use Rewards Program are designed to be both fiscally and environmentally responsible ways to respond to occasional and temporary high demand...

  • Am I Eligible for the Reduce Your Use Rewards?

    You're eligible to participate in the Reduce Your Use Rewards program if you live in Texas, have a smart meter, and are serviced by either Oncor, Centerpoint, AEP Central, or AEP North. You are eligible if you are a current Direct Energy customer and have either a fixed-rate or variable-rate plan*. Prepaid customers are not eligible to participate.

    You can enroll by logging into your MyAccount and clicking on the "Reduce Your Use Rewards Program" link in your Online Account Manager.

    *Excludes all customers who have received a Nest thermostat from Direct...

  • How can I be removed from Direct Energy's Reduce Your Use Rewards Program?

    The Reduce Your Use Rewards program is voluntary and there are no penalties to be removed from the program with Direct Energy. You can call login to your Online Account Manager to see removal options or call Customer Service at 1-888-305-3828 to speak with a Phone...

  • How will I be notified of a pending Peak Event?

    Once a Peak Event has been declared, Direct Energy will contact customers through a variety of means:

    • E-mails
    • Online Account Manager Messages

    To confirm your enrollment, you can log into your Direct Energy Online Account Manager so you can ensure that Direct Energy has your preferred e-mail address and phone number on file for your...

  • Can I participate in Direct Energy's Reduce Your Use Rewards Program and another Direct Energy Loyalty Rewards Program at the same time?

    Due to the seasonal nature of this rewards program, you can certainly be concurrently enrolled in the Reduce Your Use Rewards Program and any other Loyalty Rewards Program where you earn rewards for making consecutive on-time bill...

• Direct Your Energy Insights Tool

  • How can I compare my billing periods?

    When viewing the Direct Your Energy dashboard, your current billing period will immediately show as the default time period for the Dynamic Usage Calendar and Usage Graph. You can use side arrows along the calendar to review previous billing periods. You can compare your outlined usage from Direct Your Energy against your actual bill, located in the billing and payments tab. Please note, that usage costs are estimated and that predicted consumption and costs may differ from actual consumption and...

  • When do I receive a weather alert email?

    If you are enrolled in Our Account Manager and receive a paperless bill, you will automatically receive a weather alert email when there is an extreme weather condition that is predicted to increase your bill. While these events are rare, our helpful tips and suggestions can help you better prepare your home, adjust your energy usage, and potentially save you...

  • When do I receive usage alert emails?

    If you are enrolled in your Online Account Manager and receive a paperless bill, you will automatically receive a Usage Alert email will when your energy consumption is substantially higher or lower than your predicted energy consumption for an extended period of time....

  • How can I stop receiving usage alert emails?

    You can unsubscribe from any communication by clicking the "unsubscribe link" included in the...

  • How can I stop receiving weather alert emails?

    You can unsubscribe from any communication by clicking the "unsubscribe link" included in the...

• Direct Your Plan

  • How can I sign up for Direct Your Plan?

    It?s rather straight-forward. When you visit Direct Your Plan, you?ll see a screen with all the available plan options presented. You get to create the plan you want from those options, including:

    • Contract Term Length
    • Energy Efficiency Features
    • Smart Products
    • Billing Options
    • Rewards
    • And more!

    Simply click the radio button beside the option you like most. And on certain screens, you can even choose more than one service!

    The power is in your hands ? which is how Texans like...

  • What are the benefits of Direct Your Plan?

    There are several reasons you?ll benefit from choosing Direct Your Plan from Direct Energy:

    • You pick exactly the type of plan you want
    • You determine the contract term length you like best
    • You decide what percentage of renewable energy you want to use
    • You receive all the perks you choose
    • You get only the products you select
    • You have access to great Direct Energy Customer Care
    • You control your energy account on your terms through Online Account Manager and Direct Your Energy

    It's ultimate experience in energy choice for the Lone Star...

  • Is a longer term plan cheaper or more expensive?

    The price you pay per kilowatt-hour (kWh) depends upon the options and plan you select. You can play with your base rates by changing your selection to see what happens. You can't break it, so see which combination of plans and products works best for...

  • Will you be offering more Direct Your Plan options in the future?

    Yes! Over time, the options available on Direct Your Plan may change. There may be additional or fewer items from which you can choose, depending upon what we can offer to our...

  • How will I know I?ll get exactly what I choose with Direct Your Plan?

    Good question! No one likes filling out a form online with their preferences, only to receive the wrong product or service. With Direct Your Plan, you have several opportunities to review your selections during the order process, and you'll receive communication via e-mail from Direct Energy after you place your service order to confirm your choices. Also, a Welcome Packet with the details of your plan will be mailed to you within 30 days after you complete your order.

    We want you to get exactly what you want from your electricity service ? that's the whole point of Direct Your...

• 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 One-Time Payment in Online Account Manager?

    For the easiest way to pay your Direct Energy bill, we recommend using the One-Time Payment feature. You only need to have your account number, zip code, and payment method ready. This includes credit card/debit card or ACH.

    You don't even have to remember the User Name and password for Direct Energy Online Account Manager to make a payment with One-Time...