The fastest way to avoid disconnection is to make a payment as soon as possible. You can: Sign in to your Online Account to make a payment Make a one-time payment using Quick Pay—no sign-in required Call our automated payment system at 1-866-374-6299, available 24 hours a day, 7 days a week If you've already made a payment, please allow time for it to be processed.

If you're unable to pay your full balance, you may qualify for a payment arrangement that allows you to pay over time. To be eligible: Your account must be active Your account cannot already have an existing payment arrangement You cannot have broken a previous payment arrangement within the last 12 months You must request the arrangement before the disconnection date shown on your Pending Disconnection Notice. Contact our Customer Care team at 1-866-374-6299 to discuss your options.

Disconnection notice

Why did I receive a Pending Disconnection Notice?

If you've received a Pending Disconnection Notice from Direct Energy Regulated Services, it means your account balance has been past due for at least 60 days and immediate action is needed to avoid disconnection.

We understand that financial challenges can happen. Our goal is to help you keep your service connected whenever possible by providing payment options, payment arrangements (if eligible) and information about available financial assistance programs.

How can I avoid having my service disconnected?

The fastest way to avoid disconnection is to make a payment as soon as possible. You can:

Sign in to your Online Account to make a payment
Make a one-time payment using Quick Pay—no sign-in required
Call our automated payment system at 1-866-374-6299, available 24 hours a day, 7 days a week

If you've already made a payment, please allow time for it to be processed.

I can't pay my full bill. Can I set up a payment arrangement?

If you're unable to pay your full balance, you may qualify for a payment arrangement that allows you to pay over time.

To be eligible:

Your account must be active
Your account cannot already have an existing payment arrangement
You cannot have broken a previous payment arrangement within the last 12 months

You must request the arrangement before the disconnection date shown on your Pending Disconnection Notice.

Contact our Customer Care team at 1-866-374-6299 to discuss your options.

What if I don't qualify for a payment arrangement?

If you're experiencing financial hardship and don't qualify for a payment arrangement, you may still have options.

Several Alberta social service agencies offer financial assistance programs that may help eligible customers pay their energy bills. Visit our Financial Support page to learn more about available programs and resources.

If you're unsure which option is right for you, please contact our Customer Care team at 1-866-374-6299. We're here to help.

How can I help prevent future disconnection notices?

Once your account is up to date, consider enrolling in one of our payment plans to help make monthly bills easier to manage.

Depending on your needs, options such as Auto Pay or Average Billing can help simplify payments and make monthly costs more predictable.

If you have questions about your account or available payment options contact our Customer Care team at 1-866-374-6299. We're here to help.

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