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...

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 any) might be. Also, the utility company (or generation company) for your area may charge a one-time fee for connection or disconnection. This fee will appear on your electricity bill on behalf of the utility company approximately thirty (30) days (or one billing cycle)...

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 Direct Energy service can begin at your residence, you must pay your security deposit or send us documentation showing that your deposit can be waived. Please note: if a security deposit is required, Direct Energy must receive the deposit payment prior to the requested service date in order to turn on the electricity.

Don't want to pay the deposit? Check out Direct Energy Power-To-Go^®!
See plans and Direct Energy...

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 or your spouse's name, service can begin in approximately three business days.

If you require an expedited move in fewer than three days, please call 1-855-461-1926. There will be an additional cost for an expedited move.

For billed products:
Before Direct Energy service can begin at your residence, you must pay your security deposit or send us documentation showing that your deposit can be waived. Please note: if a security deposit is required, Direct Energy must receive the deposit payment prior to the requested service date in order to turn on the electricity.

Don't want to pay the deposit? Check out Direct Energy Power-To-Go?®!

See Direct Energy's plans and...

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 at your old location and beginning Direct Energy service at your new location.
• Call us toll-free at...

• 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...

• 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 we need to receive and validate your documentation of low-income eligibility.

  Please send us one of the following documents as proof of low-income eligibility:

  • A copy of a state-issued statement of benefits for Supplemental Security Income (SSI), Medicaid, Low-Income Medicare, Texas Aid to Needy Families or SNAP food benefits (formerly known as food stamps)
  • A bill from another retail electric provider showing that you have received a low-income discount within the past six months
  • A letter from your current provider confirming that you are an eligible low-income customer

  Send us your documents in one of the following ways:

  • Fax 1-866-791-4331, Attn. Low Income
  • Mail:

    Attn. Low Income
    P.O. Box 180
    Tulsa, OK 74101-0180, United States

  We need to receive your first installment at least three days prior to your service request date. The order to start your electric service with Direct Energy will not be sent until we confirm your status and you pay any deposit you owe. We will hold your enrollment for 30 days until this information is received or the deposit payment posts to your account, whichever comes...

• 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 pay is returned to you with interest after twelve consecutive on time payments. If you leave Direct Energy, the deposit with interest, minus any outstanding balance will be returned to...

• 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...

• How do I sign up for a renewable energy plan in Texas?

  Currently, you can "Support Green" for $5 a month. Learn more here....

• 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:

  62 or older
  If you are 62 years of age or older, please send us a copy of your or your spouse's driver's license or state ID. You must not have any overdue electricity payments.

  Victim of domestic violence
  If you are a victim of domestic violence as recognized by the Texas Council on Family Violence, you can send us a completed and signed certification letter from the Texas Council on Family Violence to confirm your status.

  Letter of credit
  If you have been a residential customer of any retail electric provider or an electric utility within the last two years and were not late paying a bill more than once in the last 12 months, please contact your current electricity provider to provide a letter of credit on your behalf.

  Letter of guarantee
  A letter of guarantee is a letter from someone who is already a current Direct Energy customer in good standing and who will act as a guarantor for your Direct Energy account.

  Medically indigent
  If you are considered medically indigent as certified by a government entity or government-funded energy assistance program provider and physician, please provide us with documentation.

  For any of the situations above, you can send us your information by:
  

  • Fax at 1-866-791-4331, Attn. Deposit Waiver
  • Mail at:

    Attn. Deposit Waiver
    P.O. Box 180
    Tulsa, OK 74101-0180, United States

  Once we receive your documentation, we'll let you know that we've sent a request for your Direct Energy service to begin. Remember, we cannot send the order to start your electric service until we confirm your status, so please send us the forms as soon as you can. We will hold your enrollment for 30 days or until this information is received, whichever comes...

• 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 180
  Tulsa, OK 74101-0180
  

  Unless we have a certificate on file, we are required to charge you sales...

• 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 need to collect some additional documents from you.

  Please call 1-866-968-8083 from Monday-Friday, 8 AM-5 PM, and provide the following information:

  • Customer Name
  • Daytime Contact Phone Number
  • Account Number

  An agent from our Exceptions Department will contact you within 24-48 business hours.

  If you have any questions about this process, please call us at 1-888-305-3828 or e-mail us at ga-deonlinehelptx@directenergy.com.

  For prepaid products, "Order Pending means we either had an issue establishing the ESI ID for the account, or there was a data issue. Our Exceptions Department will contact you at the phone number provided, if needed, to resolve the issue....