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Direct Energy customer support:

1-866-374-6299

Direct Energy Regulated Services sales & support:

1-866-420-3174
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A man and woman seated at a restaurant table, engaged in conversation over a meal.
A man and woman seated at a restaurant table, engaged in conversation over a meal.

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Pair electricity and natural gas to enjoy low introductory rates until December 31, 2026.*

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Three people in a restaurant, gathered around a tablet, reviewing table layout.
Three people in a restaurant, gathered around a tablet, reviewing table layout.

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Check out our energy plans for restaurants and learn how to make your business more energy efficient. 

 

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Billing

Billing

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Bills are generated based on the consumption details we receive from your distributor. Direct Energy will send you an invoice via mail or email, depending on your preference.

We will use the mailing or email address you provided when you signed up for our services. Make sure your contact details, including your email address, are up to date to avoid missing billing notifications.

View the various ways to pay your Direct Energy bill here. Common payment options include paying through your online account, pre-authorized debit, credit card, or bank payment depending on your setup.

Call us at 1-866-374-6299 and we'd be happy to answer any questions about your bill.

You can also review troubleshooting tips and account help resources in your Online Account.

The delivery date for paper bills may vary slightly from month to month depending on your mail carrier. However, electronic bills can be found online shortly after your billing cycle has ended.

If you feel there is a delay in receiving your bill, contact us at  1-866-374-6299 so that we can look into this issue.

Typically, a billing cycle is approximately 27 to 35 days depending on the month and on the timeframe in which Direct Energy receives meter reads from your distributor.

The length of your billing cycle may vary slightly each month. Typically a billing cycle for customers are 28-35 days.

Transmission and distribution fees pay for the cost of installing, operating, and maintaining Alberta's grid infrastructure that's needed to deliver energy to your home.

Delivery charges are set by your local distribution company and regulated by the Alberta Utilities Commission (AUC), an independent provincial regulator that oversees Alberta’s utilities.

Regardless of which energy provider you're with, your distribution company and the delivery portion of your electricity bill or natural gas bill will stay the same from one retailer to another. Watch our video to learn more about transmission and distribution charges.

Energy charges are based on the rate set by your retailer (e.g. Direct Energy or Direct Energy Regulated Services) and reflect the actual or estimated cost of your energy usage during the billing period based on the unit of measurement: Electricity: kWh x $ rate Natural Gas: GJ x $ rate. Learn about how your energy charges are calculated.

If you are enrolling for our services, that is the best time to sign up for paperless billing. For current customers, log in to your Online Account and enroll in paperless billing. It may take one to two billing cycles to begin receiving paperless billing.

When you enroll in paperless billing, you will receive an email the day your bill is generated and will no longer receive a paper bill then. You can opt out of paperless billing at any time. Log into your Online Account, hover over the "Billing and payments" icon in the top navigation bar, click "Paperless Billing," and select that you want to opt out of Paperless Billing. Your next invoice generated will be a paper invoice. Once paper billing has been selected the paperless option will start on the next invoice created.

Direct Energy customers do not have to be enrolled in paperless billing. It is an optional service we offer to interested customers. It's worth noting, customers not enrolled in paperless billing will still receive a courtesy email the day a new bill is generated.

Adjustments to your final bill may be issued within 30 to 60 days after the billing period ends. This is because final invoice charges are typically based on estimated usage until an actual meter read is completed during the last billing cycle.

Late fees may apply if your payment is not received by the late payment penalty date shown on your bill.

You can make a payment anytime through your online account, or by using the Direct Energy mobile app, which lets you securely pay your bill anytime, anywhere—right from the palm of your hand.

You can also check your current balance, due dates payment status in your Online Account or app. If you have questions or need help, contact Customer Support at 1-866-374-6299.

Didn't find the information you were looking for? We have more FAQs specifically for our regulated customers.  

See more FAQs

Have a question about a plan or need help placing an order?

Call us: 1-866-374-6299

Hours: 7:00am - 9:00pm MST (Monday to Friday), 8:00am - 4:30pm (Saturday), Closed Sundays

To enroll, you will need:

  • To be the person named on the utility account
  • Your service address
  • Your billing address (if different)
  • Your contact details including email address
  • To be over the age of 18