Frequently Asked Questions

Do I need to do anything to transfer my service to Discount Power?
No. Your service has already been transferred to Discount Power. No action is needed on your part.

Will I experience any interruption in my electricity service with the transition?
No. Since your service is already transferred to us, everything is taken care of. You will never have an interruption of service caused by switching to us.

When will my service begin with Discount Power, and when can I expect my first bill?
You should have received a letter in the mail notifying you that your service has started. If you have an email address on file, you’ll also receive an email. You’ll receive your first bill within 45 days after your service started with us.NOTE: Whether you’re set to receive your bill in the mail or through email with Paperless Billing, we’re required to deliver your first bill by mail. like 1

Will my account number stay the same?
No. You should already have received communication with your new account number, either by email or by mail. Your new account number will also be on your first bill.

I was enrolled in Automatic Payment with my old provider. Does that carry over?
No, Automatic Payment with your previous service provider will NOT transfer to your new Discount Power account. Make sure to reenroll in Automatic Payment with us to avoid missing your bill payment by registering your account with My Account. You can also call us at 1-877-455-4674, seven days a week, from 7 a.m. to 10 p.m. CT.

I had Average Billing set up with my old provider. Does that carry over?
No. If you were enrolled in Average Billing with your previous service provider, it will NOT transfer to your new Discount Power account. To reenroll in Average Billing with us, register your account online with My Account or call us at 1-877-455-4674, seven days a week, from 7 a.m. to 10 p.m. CT.

I’m enrolled in electronic bill payment through my bank. Do I need to notify the bank of
the transition?
Yes. You will need to update the payment information on record with your bank using your new account information. You can find your new account information on your first Discount Power bill. NOTE: You will need to use your current payment information to pay the last bill you receive from your previous service provider.

What will happen to my current pricing plan with my previous service provider?
It will stay the same. We’ll maintain your current pricing from your previous service provider.

Will my current plan change once my account is transferred?
No. Your current plan, including your plan expiration date, will remain intact. Your electricity service will be under the same plan term length and rate that you had with your previous service provider. Now that you’re with us, you’ll receive a new account number which you can use to register your account online through My Account or manage your account through the Discount Power app.

When can I set up my online account?
Right now! Register online in minutes by using your new account number through My Account.

I have already switched to another electricity provider, but I received a letter notifying me that my account has transitioned to Discount Power. What will happen to my service?
If you have changed electricity providers, your account will remain active with that provider.

I promised to make a past-due payment before a certain date to not be disconnected. Is that still in order?
Yes. To avoid service disconnection, you must maintain any prior payment arrangements made with your previous service provider. The payment must be made to your previous service provider to restore power should your account get disconnected.

I accepted a deferred payment plan with my previous service provider. Will that transfer?
No. If you have a deferred payment plan with your previous provider, you’ll continue to pay your deferred payments to them. Please contact your previous provider with questions regarding your deferred payment plan.

Does Discount Power offer financial assistance to customers who need help paying their bills?
Yes. We offer multiple financial aid options for our customers. Please call us at 1-877-455-4674, seven days a week, from 7 a.m. to 10 p.m. CT to learn more.

I’m receiving financial assistance from an agency. Will I still be eligible with Discount Power?
You may still be eligible for assistance if you have received it from a social service agency in the past. Make sure to inform your agency that your account has transitioned to us and provide them with your new account number. If the agency you work with can’t assist you on your Discount Power bill, call 211 or visit 211texas.org.

Will I still receive my bills through email?
Yes, the previous method you selected for receiving your bill (either by email or by paper) has transferred to us. If you’d like to change your billing preferences, register your account online with My Account. NOTE: Whatever your billing preference is, you will receive your first Discount Power bill by mail.

What’s happened to the deposit I paid with my previous service provider?
For your convenience, your previous provider has transferred your deposit to us, including any accrued interest, and you won’t have to pay an additional deposit due to the switch. Your deposit will continue to accrue interest. After 12 consecutive on-time payments, including the months of on-time payments you made to your previous provider, we’ll return your deposit to you.

What are my options for paying my bill?
Here are all the ways you can pay your bill:

• Online
  Make quick and secure monthly payments — or set up Automatic Payment — by registering your account through My Account on our website. My Account accepts both bank and credit card payments. NOTE: If you were enrolled in automatic payment with your previous provider, you will need to reenroll.
• By mail
  Send a check with your relevant account information to:
  Discount Power
  PO Box 660004
  Dallas, TX 75266
• Through your bank
  If you have bill payment set up through your bank or other financial institution, make sure to update the payee to Discount Power at PO Box 660004, Dallas, TX 75266.
• Over the phone
  Our Customer Care agents can take your payment over the phone seven days a week from 7 a.m. to 10 p.m. CT. Simply give us a call at 1-877-455-4674.

What if I have more questions?
You can chat us online or give us a call at 1-877-455-4674. Our Customer Care agents are available seven days a week, from 7 a.m. to 10 p.m. CT.

Pay your bill your way.

When it comes to receiving and paying your electricity bill, we offer multiple convenient options so you can choose the method that’s best for you. You can change your billing preferences at any time by registering your account online with My Account or calling us at 1-877-455-4674, seven days a week, from 7 a.m. to 10 p.m. CT.

PLEASE NOTE: If you were enrolled in Automatic Payment or Average Billing programs with your previous electricity provider, you will need to reenroll in these programs with us.

Here are the billing options available to you:

	Paperless Billing When you select paperless billing, you’ll receive your bill at the email address you have on file. That way, you can access your bill on any device and pay it online or over the phone.
	Average Billing Keep your energy bills consistent by signing up for Average Billing. When you enroll, your electricity bill will be based on a rolling 12-month average, giving you more predictability and avoiding seasonal spikes.
	How to Pay Your Bill We have many ways for you to pay your bill. Choose the option that’s best for you: Online: Log in to your My Account to pay securely anytime. Automatic Payment: Pay your bill on time automatically so you can be sure you’ll never miss a payment. Phone: Our Customer Care agents can take your payment over the phone seven days a week from 7 a.m. to 10 p.m. CT. Simply give us a call at 1-877-455-4674.
	Payment Assistance If you’re having financial issues and need assistance with your electricity bill, we can help. Give our Customer Care agents a call at 1-877-455-4674 seven days a week from 7 a.m. to 10 p.m. CT. If you’ve been receiving financial assistance from a social service agency, you may still be eligible for assistance with your bill. Make sure to inform your agency that your account has transitioned to us and provide them with your new account number. If the agency you work with can’t assist you, call 211 or visit 211texas.org.

Manage your account online with My Account.

My Account is the easiest way to know what’s going on with your electricity service. All you need is your account number and your email address to get started.

Once you’re registered for My Account, you’ll have access to tools that can help you manage your service, save money and protect your home.

Here are just a few of the things you’ll get when you register for My Account:

• View and pay your bills: See your current bill and your bills from the past year.
• Change your billing preferences: Enroll in convenient services like Automatic Payment, Paperless Billing and Average Billing.
• Compare your energy usage: Keep track of how much electricity your home uses month-to-month, so you can plan your energy habits and take steps to conserve and lower future bills.
• Add home protection plans: We’ve partnered with home service experts to offer industry-leading protection plans that you can add seamlessly to your electricity bill. With these plans in place, you can feel safe knowing your home is secure against unforeseen issues.
• View, renew and move your service: Gain insight into your plan and make changes in minutes.

My Account makes it easy to get the most out of your electricity service.
Register today to start managing your account online.

Don’t forget! Download the Discount Power app for your mobile device.