Help & FAQs
How can I get help?
Find the next step for your bill, account or electricity service.
The short version
Who should I contact?
A quick route to your next step.
Why won’t my bill upload?
Use PDFs up to 1 MB each, up to 24 at once.
Open my bills →Tell me more
In your account, choose a PDF up to 1 MB. You can add up to 24 bills at once. For a photo, start a comparison and choose the image there.
Why is my comparison not ready?
Try again from Plans with current prices.
Open my plans →Tell me more
Sometimes we can’t give you a reliable comparison yet. Open Plans to try again with current prices. Keep your existing service until you choose and confirm a new plan.
Where are my bills and updates?
Sign in, then open Bills, Plans or Updates.
Open my account →Tell me more
Sign in and open Bills, Plans or Updates. Saved chats are in Chats.
What am I giving permission for?
Each permission is separate. Comparing approves none of them.
Review my permissions →Tell me more
Reading usage, managing a provider account and signing up for electricity need separate permissions. Comparing plans alone approves none of these.
Will stopping EnergyFriend turn off my power?
No. Your power stays on with your provider.
Review my requests →Tell me more
No. Your electricity stays with your provider. A signup already sent to a provider may still need follow-up. Review open requests before leaving.
Who fixes an outage or a wrong bill?
Outage: your utility. Wrong charge: your provider.
Tell me more
For an outage, call the utility number on your bill. For a wrong charge, contact the provider that sent it.
How do I make a complaint?
Use the state’s complaint form. For EnergyFriend, contact us.
Contact EnergyFriend →Tell me more
Keep your bill, contract and messages. Use the Texas utility commission’s complaint form for an electricity complaint. For a problem with EnergyFriend, use our contact page. You don’t need an account.
Will chat contact someone for me?
No. Chat replies come from AI. They do not contact your provider or file a complaint.