Frequently Asked Questions
Sign Up with Direct Energy FAQs
Why do you need a credit check?
This check is done to determine whether you can enroll without paying a deposit. The check is a utility payment data-based search that reviews your history of making payments on your utility services (electric, natural gas, water,...
Can I switch to service with Direct Energy if I am on a contract with another energy company?
We recommend that you contact your current company to ask about your contract expiration date and to learn about cancellation policies for switching to another company.
What is the cost to switch to Direct Energy?
Direct Energy does not charge an enrollment fee. However, your current energy supplier may assess a cancellation fee if you're switching providers within your contract term. Your current supplier can confirm what those costs (if...
If I am switching providers, how long does it take to get Direct Energy electricity service in Texas?
If you want to switch from your current provider to Direct Energy and if the power at your address is in your name or your spouse's name, service can begin in approximately seven (7) business days. For billed products: Before...
If I am moving to a new residence, how long does it take to get Direct Energy electricity service in Texas?
If you're starting Direct Energy service at a new residence, your service can begin a minimum of three (3) business days after you sign up. If you are moving into a residence without power, or if the service is not in your name...
How can I become an authorized account user on a Direct Energy account?
To become an authorized account user on a Direct Energy account, the current account holder must make this request by contacting our Customer Care center at 1-855-461-1926 and providing your name to be added to the account.
How do I sign up for a renewable energy plan in Texas?
Currently, you can "Support Green" for $5 a month. Learn more here.
What if I am tax exempt?
You should fax your completed tax exemption certificate to our Customer Care Center at 1-866-348-4193 or mail us a copy of the certificate to the following address in order to process your exemption: Direct Energy PO Box...
I signed up for a plan, but I came to an Order Pending page. What does that mean?
For non-prepaid products, "Order Pending" means we could not verify your identity using the information that was provided. To protect your identity and confirm we are signing up the right person and home with Direct Energy, we...
Does Direct Energy have a lower deposit amount for low-income customers?
Unfortunately not, but we can split the deposit into two equal installments if you are a qualified, low-income customer. To have your deposit split, your credit check must show that you need to pay the full deposit amount, and...
When will my deposit be refunded?
For a residential account, the deposit is returned to you with interest after twelve consecutive on-time bill payments. This refund will show as a credit on your bill. If you leave Direct Energy, the deposit (plus interest)...
How do I transfer my Direct Energy electricity service to my new home if I'm moving somewhere in Texas?
We can power your home as long as you remain in Direct Energy's service area. You can transfer your service in one of the following ways: Transfer online. Be sure to have your new service address and the dates for stopping service...
Are there any fees required to sign up with Direct Energy?
There are no enrollment fees to choose us as your electricity and/or natural gas company.
Do you waive the deposit?
You may be eligible to have Direct Energy waive the deposit requirement if you meet one of the following criteria: 65 or older If you are 65 years of age or older, please send us a copy of your (or your spouse's) driver's...
What are the criteria for assessing a deposit?
The criteria is based on a Utility payment data based Credit Check and many elements are taken into consideration. Direct Energy may require a deposit if you do not meet the company's credit requirements. The deposit that you...
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