Electricity Payments

Fast. Easy. Convenient. Direct Energy Business offers several simple ways to pay your electricity bill, including online and over the phone, that will save your business time and effort. The following step-by-step instructions will help guide you through how to make payments using these options.

 

Paying your electricity bill online

Once you're logged into MyAccount, from the Home page:

  1. Select a single electricity customer from the dropdown and click either Pay Invoices under the My Invoices menu or the green "Payment Options" button. If the "Payment Options" button does not appear, make sure you have selected a single electricity customer.
  2.  

    • Note: if you have both electricity and gas supply with us and you are able to pay your electricity invoices through MyAccount, you will see both your electricity and natural gas accounts.

     

  3. On the Pay Invoices page you can select the electricity accounts you would like to pay. You can include up to 10 accounts in a single payment. To make automatic or recurring payments, where the entire balance due is paid on a specific day of the month, click “Set Up Auto Pay."

     

    A few important things you should know when making payments:
  4.  

    • Electricity and gas accounts cannot be processed in the same payment.
    • If the payment amount for a single account is under $1.00 or over $200,000.00, you won't be able to make a payment to that account online.
    • We use 'balance forward billing' for electricity payment. This means that if you do not pay the full amount due on an account for a billing period, we will add the outstanding amount due on the account to the next billing cycle. The account will then show the total balance of your current billing cycle invoice plus any unpaid balances from previous months for that account.
    • If you pay more than the amount due, the overage will only be applied to the selected accounts.
    • At the bottom of the electricity accounts section, you can see your recently-submitted electricity payments. Any online payments you made in the past five days will be displayed here. If you haven't made an electricity payment, there will be no information under "Recently Submitted Payments."

     

  5. Review your selected accounts and charges.
  6.  

  7. Enter your payment information and select a payment date. In all markets but Texas, you can only make payments from a bank account—not a debit or credit card. For Texas electricity accounts, we offer the option to make a one-time full/partial payment per invoice up to $5,000 using a credit card. If your amount due exceeds this, you may pay up to $5,000 with a credit card, then select a bank account to remit the remainder of the amount due. In all markets you always have the option to pay a different amount than the amount due if you choose.

     

    A few important things you should know about entering payment information and selecting a payment date:
  8.  

    • Online payments can't be made on today's date. The earliest you can schedule a payment for is tomorrow's date. If you want to make a payment on today’s date, you can pay over the phone by calling 888.329.7906.
    • You can edit your payment amount by clicking "Pay Other Amount." This will give you the option to pay 'different amounts' on each of your selected accounts
    • After you submit a payment with your bank information for the first time, MyAccount will remember your bank information so that you can quickly select it for future payments. Your bank information is saved per account, so if you have not made a payment on an account, you will have to enter your bank information the first time you do.

     

  9. Authorize your payment. Authorizing your payment will submit a one-time payment to Western Union. Western Union will then process your payment. After you submit a payment, you will see a confirmation screen with your selected accounts, payment information, and a confirmation number(s). To confirm that Western Union has processed your payment, please check your bank statement.

 

Note: you can expect to see your payments posted in MyAccount on the View Payment History page on the next business day after the payment date you set/selected in the Pay Invoices process.

 

Note: you can expect to see your payments posted in MyAccount on the View Payment History page on the next business day after the payment date you set/selected in the Pay Invoices process. 

 

Paying your electricity bill over the phone

  1. Call 888.329.7906.
  2. Have the following information ready to enter:
    • Account number(s) you wish to make a payment on
    • Bank Routing number
    • Bank Account number

Note: payments submitted online and over the phone are processed by Western Union.

 

Paying your electricity bill by mail

For electricity accounts that are located in Texas or California, the lockbox info is:

Direct Energy Business
P.O. Box 660749
Dallas, TX 75266

 

For electricity accounts that are located in a state other than Texas & California, the lockbox info is:

Direct Energy Business
P.O. Box 70220
Philadelphia, PA 19176

 

A few tips to ensure that your mailed payments are posted accurately and in a timely manner:

  • Be sure to enclose the remittance slip with your check or money order.
  • If you have multiple accounts with separate invoices for each account, you may remit payment in one envelope using one check or money order, but please include the individual remittance slips for each account (or a complete list of the account numbers) that you wish to post payments for.

 

Paying your electricity bill directly from your bank

To send payments electronically each month from your bank, contact Customer Relations at 888.925.9115 to obtain our account and routing numbers. For your convenience, our banks accept standardized CTX or 820 EDI (version 4010) files. Please include the following information when you initiate a payment through your bank, so that we may post your payment(s) accurately and in a timely manner:

  • Direct Energy Business account number(s), which can be found in the top right-hand corner of your invoice and/or your remittance slip
  • Invoice number(s), which can be found in the top right-hand corner of your invoice under your account number
  • Date of your payment
  • Amount of your payment

 

All About Automatic Payments in MyAccount

If you have multiple accounts and you want to save time, you may want to place your accounts on an auto payment schedule. You can do this in MyAccount in groups of up to 10 accounts per transaction/batch. This means that if you have 50 total accounts, you will be able to set up all of your accounts in five total auto pay "batches" and set the payment source for each batch once—rather than having to set up 50 individual recurring transactions.

 

Setting up auto payments

To set up auto payments:

  1. Once you’re logged into MyAccount, from the Home screen click on ‘Set up Auto Pay’ under the My Invoices menu.
  2. On the Set up Auto Pay page, you will see all current automatic payments displayed. Click “Set Up New Automatic Payment.”

    • On this page you can also edit or cancel any current automatic payment.
  3. Select your accounts and click “next.”
    • Note: you can only select up to 10 accounts to be included in the automatic payment. Any accounts currently set up in a different automatic payment will not be displayed in your list of accounts on this page.
  4. After selecting accounts, give your payment a name and select a previously used bank account or enter new banking information. Select the payment date when to begin automatic payments (payments cannot start on today’s date). Read the terms and conditions and check the box to agree to the terms. Click "Authorize Payment" to complete the setup process for your automatic payment.
  5. When you click "Authorize," the payment confirmation page will provide a printable summary of the transaction you just scheduled for your records. If any of the accounts you selected for a given batch failed to complete the process, you will see those listed below the accounts that were successfully scheduled and/or processed in that transaction, along with a reason for the process failure and a message on how to resubmit the accounts. You will also receive an email with further instructions.
  6. From the payment confirmation page, if you want to set up more batches or individual accounts for auto payment, click the "OK" button on the bottom of the page and you will be redirected to the Set Up Auto Pay page to begin the process again for another account or set of accounts.

A few important things you should know about auto payments:

  • Payments for any accounts you have set up for auto pay will be debited on the due date for each account each month, regardless of how you may have them batched.
  • If you have any invoices due before the date you set auto pay to begin, please be sure to execute a one-time payment for those invoices/accounts to cover the current meter read/due date or you could be subject to late fees. To simplify things, you may want to set up auto payments to begin immediately after you’ve made payments to your accounts to eliminate any confusion.
  • You can expect to see your payments posted in MyAccount on the View Payment History page on the next business day after the payment date you set/selected in the Pay Invoices process.

 

Editing auto payments

If you have any of your accounts set up for auto pay (either as individual accounts or as a batch of accounts), your auto payment preferences (i.e. which accounts, what payment source, when payments begin, etc.) can be edited at any time. To do this:

  1. Once you’re logged into MyAccount, click on ‘Set Up Auto Pay’ under the My Invoices menu.
  2. On the Set up Auto Pay page, click the pencil icon next to a payment name to edit the automatic payment. On the edit automatic payment screen you can add or subtract accounts from your automatic payment in increments of up to 10 accounts (you can only have 10 accounts in a single automatic payment). Select your accounts and click "Next."
  3. On the Review & Authorize page, you can edit the name of your payment, your banking information, or payment date (payments cannot start on today’s date). Read the terms and conditions and check the box to agree to the terms. Click "Authorize Payment" to save and authorize any edits you made to your automatic payment.
  4. The final confirmation screen provides a printable summary of the transaction you just scheduled for your records. If any of the accounts you selected failed to complete the process, you will see those accounts listed above the accounts that were successfully scheduled and/or processed in that transaction, along with a reason for the process failure and instructions on resubmitting the accounts for auto pay.

 

Canceling Auto Payments

If any of your accounts are set up for auto pay (either as individual accounts or as a batch of accounts) and you want to cancel auto payments:

  1. Once you’re logged into MyAccount, click on ‘Set Up Auto Pay’ under the My Invoices menu.
  2. On the Set up Auto Pay page, click the trash can icon on the automatic payment you would like to cancel. This will prompt a pop-up screen with the automatic payment details and a message asking if you want to cancel the payment. Click “Cancel Payment” to cancel and stop the automatic payment.

 

FAQs: Online electricity payments

What options are available for paying my electricity invoices?

You can pay online or over the phone (888.329.7906) using your bank information, you can mail in a check or money order, or you can send payments electronically each month through your bank.

 

Can I pay with a credit card?

In all markets but Texas, you can only make payments from a bank account—not a debit or credit card. For Texas electricity accounts, we offer the option to make a one-time full/partial payment per invoice up to $5,000 using a credit card. If your amount due exceeds this, you may pay up to $5,000 with a credit card, then select a bank account to remit the remainder of the amount due. In all markets you always have the option to pay a different amount than the amount due if you choose.

 

When can I expect to see my online payments post?

Whether your accounts are set up for auto payments or you are making one-time payments on your accounts each month through MyAccount, you can expect to see your payments posted in MyAccount (on the View Payment History page) on the next business day after the payment date you set/selected in the Pay Invoices process.

 

What should I do if a payment fails to process?

In MyAccount, when you hit "Authorize Payment" (either for a one-time or auto payment setup), you will be taken to a payment confirmation page that provides a printable summary of the transaction you just scheduled. If any of the accounts you selected for an individual payment or a given batch failed to complete the process, you will see those listed below the accounts that were successfully scheduled and/or processed in that transaction, along with a reason for the failure. If a one-time payment or auto pay transaction is not sent to Western Union (our payment-processing vendor), an email with instructions will be sent from “noreply@directenergy.com.” If you resubmit and that also fails, please contact our Customer Relations team at 888.925.9115 for assistance.

 

Will I receive confirmation emails for payments (one-time or recurring) that I have made to my account(s)?

Yes. Our partner, Western Union (who administers online payments for us), will send any email communications related to payment confirmations/failures to the email(s) associated with your user name in MyAccount. In addition, it's important to note that even though your payments can be batched in groups of up to 10, you will still receive individual email confirmations–by account–from our systems (or Western Union's) for each account. The emails sent from Western Union will come from “autoprocessing@westernunionspeedpay.com.” If a one-time payment or auto-pay transaction fails to process using our online payment system, you will receive an email with instructions from “noreply@directenergy.com.”

 

When are auto payments debited?

Any accounts you have set up for auto pay will be debited for the full amount due on the invoice due date each month. In addition, they will begin to be debited on the due date of the first billing cycle after the "start date" you designate when you initially set up your account(s) for auto pay. Depending on how you set up your batches, you may have a mixture of due dates per batch however each account will still be debited on its designated due date–regardless of the due dates of the other accounts in the batch.

 

When should I set up auto pay on my account(s)?

To simplify things, you may want to set auto payments to begin immediately after you make payment(s) to your accounts. If you have any invoices due before the date you set auto pay to begin, please be sure to execute a one-time payment for those invoices/accounts to cover the current meter read/due date or you could be subject to late fees.

 

What if an account(s) is set up for auto pay but I need to make a miscellaneous payment on that account outside of the normal auto-pay batch?

You can make a one-time payment to an account any time, even if that account is already set up for automatic payment/part of an auto-payment batch. To do this, from the Home page in MyAccount, select the account(s) that you want to make a one-time payment on from the account drop-down list in the center of the banner (near your company name) and then click on either Pay Invoices under the My Invoices menu or or the green "Payment options" button in the upper right of the page.

 

Who can I contact if I have questions?

If you have any questions about your accounts, payments or service, please contact Direct Energy Business Customer Relations at 888.925.9115 or CustomerRelations@directenergy.com

 

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