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Your Direct Energy Frequently Asked Questions

Online Account

Bill delivery preferences are processed and updated immediately when changed. However, if the bill has already been processed then changes will take affect the next billing period.

You may conveniently cancel your Auto Pay online by accessing the Auto Pay page under the Payment Information ribbon. After accessing the Auto Pay page, simply choose the account you would like to cancel the plan for, accept the Terms and Conditions, and then click 'Cancel This Auto Pay Now'. 

Direct Energy understands that life happens. We offer payment extensions for 2 weeks on the Payment Extension page located under the Payment information ribbon. Or please contact our Customer Care Centre at 1-866-374-6299. 

The mailing address associated with your account can be updated or changed on the Manage Preferences page located under the Profile ribbon. From this page, select the account you would like to update to expand the section containing the mailing address associated with it. Click on the 'Edit' button to update or change your address and then save your changes. You will receive a pop-up window prompting you to review the changes and/or apply the new/updated mailing address to all accounts. 

Your bill will be processed within 1 - 3 business days of the receipt of your meter reads from the distributor made available online the following business day. 

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

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-Friday), 8:00am - 4:30pm MST (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