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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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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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Moving & service changes

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Direct Energy Regulated Services accounts are not transferred between addresses because regulated services do not operate under fixed-term contracts.

If you’re moving, you’ll need to:

  • Cancel service at your current address
  • Sign up for new service at your new location

You can complete both requests through your Online Account or by contacting Customer Care before your move date. We recommend setting up service for your new address at least one week before your move to help avoid delays or unexpected billing issues.

Let us know if billing will overlap if you are responsible for two properties simultaneously, even just for a short time.

When you receive your bill for this period, it will likely be higher than normal. This increase is due to energy, distributor, and government charges applicable to both properties for the overlapped term.

Be sure to check the consumption dates of both sites registered, to ensure the overlapping dates are correct.

If you are a tenant: 

If you're moving and are no longer in a Direct Energy Regulated Services service area or will no longer require Direct Energy Regulated Services' service for any other reason, please notify us at least three full business days in advance. 

You can reach us at 1-866-420-3174 and we will ask you to provide your new mailing address so that we can send you your final bill.

If you are a property owner:  

If you’ve sold the property, you will be responsible for billing until the new owner takes possession. You can resume service for your new property’s location when you move and take possession. 

If you want to temporarilty stop services (for construction, renovations, etc.), we can do that. However, minimal distribution and transmission charges may still apply. In addition, you will pay a reconnection fee upon the return of services. 

If you want to permanently stop services, but still own the property (due to it being repurposed, demolished, etc.), you must contact the distributor to start the salvage process. The distributor will remove the meter from your property and billing will stop completely.

If you paid a security deposit, it will automatically be applied to your account with interest after 12 consecutive months of on-time payment history. Or, we will apply it to any remaining balance on your final bill, whichever comes first.

Yes, you need to pay your final bill. It reflects the electricity and/or natural gas you have used until your service end date.

We will continue to send you a bill for as long as you have any amounts owing or to reflect any adjustments made to your account.

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Illustration of two individuals shaking hands, representing partnership and mutual understanding.
Illustration of two individuals shaking hands, representing partnership and mutual understanding.

Are you on a fixed or variable rate plan? We have more FAQs specifically for Direct Energy customers.

See more FAQs

Have a question about rates 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