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USAPLEASE BE ADVISED: While we upgrade our systems, access to the Direct Energy website, your Online
Account, and our call centre will be unavailable from 3:30pm Friday, October 6th until 7 am on Tuesday, October 10th. We apologize for any inconvenience this may cause.
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You Are Viewing FAQs Categories for Signing Up for Service
You Are Viewing FAQs Categories for Signing Up for Service
Sign Up with Direct Energy
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,...
I signed up for a plan, but I came to an Order Pending page. What does that mean?
"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...
What if I am tax exempt?
You should fax your completed tax exemption certificate to our Customer Care Center at 1-800-457-9686 or mail us a copy of the certificate to the following address in order to process your exemption: Direct Energy PMB #51,...
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 1-855-452-8869 and providing your name to be added to the account.
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...
General Questions
What is the role of my local utility company?
Your local utility company delivers the electricity that flows into your home. The utility company is responsible for the lines, poles, pipes, meters, power outages, repairs, and other issues with how energy gets to your home....
What is an ESI ID?
ESI stands for "electrical service identifier." An ESI ID number is the physical address where you receive your electricity. In order to actually track the electricity used by your house, electric companies use a special meter...
What kind of energy sources does Direct Energy use?
Direct Energy purchases power generated from a variety of sources including natural gas, coal, and nuclear. For our customers who choose a green plan or the "Make It Green" option, we purchase Renewable Energy Credits (RECs)...
What is Renewable Energy?
Also known as Green Energy, Renewable Energy is electricity generated by naturally sustainable fuel sources instead of being generated from fossil fuels (coal, natural gas, etc.) or nuclear technology. Examples of renewable energy...
What to Know As a Customer
Will I receive notification when my contract expires or will I be automatically renewed?
Direct Energy will notify you in advance of your contract expiration. For contracts entered on or after June 1, 2004, you will not be automatically renewed.
What is my Direct Energy Account Number?
This is the number that identifies you as a Direct Energy customer. It is typically used to locate your personal information when you call Customer Service with questions or when you pay your bill. It can found at the top of your...
Deregulation 101
What is a Transmission and Distribution Service Provider?
Also known as the TDSP or utility company, the Transmission & Distribution Service Provider transmits and delivers the electricity to the homes and businesses for its service area along the poles and wires. This company is responsible...
What is a Retail Electric Provider?
Also known as the REP or electricity company you chose for your home or business, a Retail Electric Provider is a company that has been approved by the Texas Public Utility Commission (PUCT) to sell electric services. A REP is...
Do all Texans choose their electricity company?
Most Texans have the ability to choose the electricity company for their home or business. Over 60% of the state is deregulated, but some areas are served exclusively by some electric cooperatives (also called co-ops) and municipally...
What is a Municipally or City-Owned Utility?
A municipally or city-owned utility is a non-profit electricity provider that is owned and operated by the municipality it serves. Texas city-owned utilities may decide whether or not their customers will have a choice of Retail...
What is an Electric Cooperative?
An Electric Cooperative (also known as a Co-Op) is a customer-owned electric utility that distributes electricity to its members. If your area is serviced by a Co-Op, that company is the exclusive provider for electricity in that...
Switch Holds
How long will it take to remove the Switch Hold?
Once we receive both documents and there are no issues with the documents, then we will work with the TDSP and/or the other REP to remove the Switch Hold so that we can continue with your enrollment process. It's important that...
What happens if if I can't get the Affidavit of Landlord notarized?
We suggest that you provide us with either a copy of your entire lease agreement which must include your name on the agreement (or the person enrolling for service) or a copy of your electric bill from your previous premise dated...
How will I know if Switch Hold was removed and my service will be connected?
The account will be noted that the Switch Hold was removed and services will be connected. You may contact us for an update. However, please allow us reasonable time to receive your NOS form with the supporting document and to...
Why was the removal of the Switch Hold denied?
The Switch Hold removal request was denied because there is association between the new occupant and the previous occupant, based on the NOS form and the supporting document.
How do I get a New Occupancy Statement (NOS) form?
We can provide one for you! To request a NOS for proof of occupancy, please send an e-mail to Enrollment.Exceptions@DirectEnergy.com.
