Frequently Asked Questions

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• 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 pending.

  • 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. All you need is your unique Refer-a-Friend ID which can be found on your Direct Energy statement or within...

  • 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 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 bill credit?

    If you referred a friend to Direct Energy: After the person you referred has successfully enrolled with Direct Energy, registered for their MyAccount, and paid their first bill in full and on time, you will receive your $50 bill...

• 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...

  • 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 or text messages Online Account Manager messages To confirm your enrollment, you can log into your Direct Energy...

  • 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...

  • Am I Eligible for the Reduce Your Use Rewards?

    You're eligible to participate in the Reduce Your Use Rewards program if you are a current Direct Energy customer, live in Texas, have a smart meter, and are serviced by either Oncor, Centerpoint, AEP Central, or AEP North. You...

  • What are the Details of the Reduce Your Use Rewards Program?

    With the Reduce Your Use Rewards program, customers can save 10 percent on a monthly bill following an Peak Event. The Direct Energy Reduce Your Use Rewards program is designed to help limit electricity use during the high demand...

• Refer-A-Friend Summer Promotion

  • What is the 'Summer Double Bill Credits' promotion?

    Direct Energy is running a promotion from July 1 – August 31, 2018 that awards current customers double the standard bill credit offer on all referrals. Current customers will receive a $100 bill credit for every new Direct...

  • Who's eligible to participate in the double bill credit promotion?

    All current Direct Energy customers in good standing and up to date on their Direct Energy electricity bill can participate in the double bill credit promotion.

  • Where can I go for more information about the promo and start referring my friends?

    You can access your Referral Code by signing into your Online Account Manager or on the front page of your monthly Direct Energy statement. Make sure your friends include the code in the Referral ID box when signing up online...

  • What are the validity dates for the 'Summer Double Bill Credits' promotion?

    New customer orders placed between July 1 and August 31, 2018 that include your Referral Code and become a new Direct Energy customer are eligible to receive double bill credits.

  • 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...

• 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...

  • 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...

  • 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...

  • How can I stop receiving usage alert emails?

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

  • How can I stop receiving weather alert emails?

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

• Echo Dot

  • Who is Alexa and what is an Alexa skill?

    Alexa is Amazon's voice service, accessed through the Echo Dot. Alexa skills are voice-driven capabilities that work like apps. You can enable and disable skills, using the Alexa app or a web browser, in the same way that you...

  • What is an Echo Dot?

    Echo Dot is a hands-free, voice-controlled device that uses Alexa to play music, control smart home devices, make calls, send and receive messages, provide information, read the news, set music alarms, read audiobooks from Audible,...

  • How do I set up the Direct Energy skill?

    To set up the Direct Energy skill you will need to download the Alexa App, create a Direct Energy Account and add the Direct Energy Skill. For more information on setup please visit: www.directenergy.com/alexa-skills. There is...

  • How does the Echo Dot work?

    When you want to use Echo Dot, simply say the wake word, "Alexa," and Dot lights up and streams audio to the cloud, where the Alexa Voice Service is leveraged to recognize and respond to your request instantly.

  • Do I need Wi-Fi to use the Echo Dot?

    Yes, Wi-Fi is required in order to use the Echo Dot.