A little help goes a long way
A friendly place to find answers.
Understand your bill, get unstuck, and know who to contact when the issue is with your electricity service.
My bill did not upload
Try a readable PDF or a clear photo with all charge and usage lines visible. If a file is too large or cannot be read, the upload shows an error. You can also type your service ZIP and monthly kWh in the conversation. Never send passwords, card details or a Social Security number.
Why are some plans waiting for review?
We need current pricing documents before showing their cost. There is nothing for you to approve. Use offers with reviewed charge breakdowns, or return after source information is updated.
Where are my bills and updates?
Sign in to your account to view the bill information and comparisons you saved. Watch updates appear in the Updates tab. Email notifications and automatic switching are not enabled.
What does each permission cover?
Comparisons and plan watches do not authorize a switch. Confirming your role at a service location is separate from meter-data access, enrollment approval and automatic management. Provider-account access also needs its own supported connection and permission. Review the address, scope, limits and expiry whenever you grant access.
Stopping one service does not stop them all
Membership billing, management authority, a pending enrollment and electricity service are separate. The relevant control explains what it stops and what still needs provider follow-up. Cancelling EnergyFriend membership does not request an electricity disconnection. Your provider’s autopay and payment status are separate from EnergyFriend billing.
My power is out or my bill is wrong
For an outage, use the outage contact on your electricity bill. For a provider billing dispute, contact the provider listed on the bill. Energy Friend cannot restore electricity or change a provider’s bill.
Making a complaint
Keep your bill, contract and correspondence. The PUCT provides information about electricity complaints and an official complaint process. The comparison chat is not a human support desk or a formal complaint submission.