Frequently Asked Questions

The following frequently asked questions will provide you with a better understanding of Entrust Energy.

If your questions are not answered below, please email us at customercare@entrustenergy.com or call our Texas-based Customer Care Center at 800.871.8100 Monday - Friday 8 a.m. - 7p.m. and Saturday 10 a.m. – 2 p.m. CST.

I have questions about:

Billing

I am a new Entrust Energy customer. When will I receive my first bill?

You will receive your first bill within 30 days after your enrollment request is approved or service begins.


What do I do if I am a new Entrust Energy customer but I receive a bill from my previous electricity provider?

Once you switch to Entrust Energy, it takes up to 30 days for you to receive your first bill from us. You will receive a final bill from your previous retail electric provider and a postcard from the Electric Reliability Council of Texas verifying your enrollment.


If I have questions about my bill, who should I contact?

Please see the FAQs below or contact our friendly Customer Care Associates toll-free at 800.871.8100. Associates are available to assist you Monday - Friday 8 a.m. - 7p.m. and Saturday 10 a.m. – 2 p.m. CST.


When should I pay my bill?

Payments are to be paid by the due date noted on your bill. All payments take an average of five (5) days to be processed and applied to your account. If your payment is received after the bill due date, you will be assessed a 5% late fee on the amount due.


Where do I go to learn more about how to read my bill?

Visit the How to Read My Bill section of our website and read the glossary at the bottom of the last page of your bill. If you have further questions, contact us at 800.871.8100 Monday - Friday 8 a.m. - 7p.m. and Saturday 10 a.m. – 2 p.m. CST.


Where can I go to review my billing history?

To view your billing history, log in to your account or click here to create an online account. Then, click the Payment History link. You can also call our Customer Care Center toll-free at 800.871.8100 for assistance Monday - Friday 8 a.m. - 7p.m. and Saturday 10 a.m. – 2 p.m. CST.


How do I get another copy of my bill?

To print a duplicate copy of your current bill, log in to your account or create an online account. Then, visit the Pay my Bill section and click on the View Current Bill icon. You can also view previous bills by clicking on the Payment History link or requesting a duplicate bill from our Customer Care Center by calling us toll-free at 800.871.8100 or sending your request to customercare@entrustenergy.com.


What do I do if I think there is an error on my bill?

Please call our friendly Texas Customer Care Associates toll-free at 800.871.8100 Monday - Friday 8a.m. - 7p.m. and Saturday 10 a.m. – 2 p.m. CST or email us at customercare@entrustenergy.com. to discuss the details of your bill.


Do I have to sign in to My Account to pay my bill online?

Yes. My Account is an easy way for you to make your online payments, keep track of your payment history and more. Register your account here.

Payment

What methods can I use to pay my bill?
Entrust Energy offers several convenient ways to pay your bill:

  • Pay Online:
  • Pay your bill at entrustenergy.com/myaccount with a credit card, debit card, checking account, or savings account or through your bank's bill pay feature.

  • Recurring Payments:
  • Set up automatic monthly payments that will draft on your due date by calling Customer Care at 800.871.8100.
  • Recurring payments take five (5) business days to become active. If you set up your recurring payment plan less than five (5) business days before your bill due date, your recurring payment will not start until the next billing cycle. Your payment for the current billing cycle is still due and will not be submitted under the recurring payment plan. In this case, you must make a single payment in the current billing cycle to avoid late fees.

  • You will continue to receive a bill each month even though you are on a recurring payment plan. This will be noted on your bill.
  • To cancel a recurring payment, please call Customer Care at 800.871.8100.

  • Pay by Mail:
  • Send a personal check along with the lower portion of your bill to:
  • Entrust Energy, P.O. Box 731396, Dallas, TX 75373-1396
  • Please include your account number(s) on your check. 
  • Please allow five (5) business days for your payment to process once received. You should pay using one of our other methods if that doesn't leave enough time to process by your due date.
  • Pay in Person:
  • Don't forget to bring your remittance stub with your 11-digit account number!
  • Pay your bill in cash at Ace Cash Express*. To find a location in your area, click here or call 877.346.3223.
  • You can also pay your bill at your local Walmart, H-E-B or Fiesta**. Click here to find a store in your area.
  • *Payments made through ACE Cash Express® take an average of one (1) business day to be applied to your Entrust Energy account.
  • If your ACE Cash Express® payment is made on or after the due date on your bill or disconnection notice or if your service has been disconnected, call 800.871.8100 (Monday - Friday 8 a.m. - 7p.m. and Saturday 10 a.m. – 2 p.m. CST) to notify us of your ACE Cash Express® payment in order to be reconnected or avoid an interruption of service.

  • **CheckFree transactions are delivered within five (5) business days. NextDay transactions are delivered on the following business day. Business days exclude weekends and other days banks are legally closed. Posting time varies by biller. Not all billers available at this location and are subject to change. Fees may apply and are subject to change. Ask clerk for details.

  • Pay by Phone:
  • Call us toll free 800.871.8100 to speak with a Customer Care Agent or pay your bill through our automated payment system. You will need your 11-digit account number and 8 digit (MM/DD/YYYY) account security code (which was set up as the account holder's birthdate).

  • All payments take an average of five (5) days to be processed. Entrust Energy accepts Visa, MasterCard, Discover American Express.

Enrollment


How do I sign up for service with Entrust Energy?
Becoming an Entrust Energy customer is simple and convenient. To view our competitive plans, click here or call us toll-free 1.800.871.8100 Monday - Friday 8 a.m. - 7p.m. CST and Saturday 10 a.m. – 2 p.m. CST.


How long does it take for my Entrust Energy service to begin?
Entrust Energy enrollments are processed immediately – and service begins approximately three (3) business days after enrollments are approved. Entrust Energy offers both Special Meter Read enrollments (where your service can begin on a specific date) and Priority Move-Ins (where your service can begin sooner than the three (3) business days). For more information, contact us toll-free at 1.800.871.8100 Monday - Friday 8 a.m. - 7p.m. CST and Saturday 10 a.m. – 2 p.m. CST.


What prices does Entrust Energy offer?
To view the competitive plans in your area, click here.


Will I have to pay a deposit when I sign up?
A deposit may be required depending on your payment history/credit score or if you do not authorize Entrust Energy to perform a credit check. In these cases, you must satisfy this requirement before your service begins.

If you are 65 years of age or older, a victim of family violence or qualify as an eligible low-income customer, you may qualify for a deposit waiver and/or deposit discount. In this case, call us toll-free at 1.800.871.8100 to continue your enrollment by phone.


Does Entrust Energy offer renewable plans?
Yes. Entrust Energy offers the competitive Texas Refresh electricity plan for customers who are committed to having a positive impact on our planet. This product is sourced with 100% renewable content.

General

How do I contact Entrust Energy?
Click here to learn about all of the convenient ways to contact us. We are here for you!


Where is Entrust Energy headquartered?
1301 McKinney, Level 12, Houston, TX 77010


I received a disconnection notice and/or my electricity was disconnected. What do I do?
If you have been disconnected due to non-payment, contact one of our Customer Care Associates toll-free at 1.888.393.2874 Monday - Friday 8 a.m. - 7p.m. CST and Saturday 10 a.m. – 2 p.m. CST). Once you have paid your outstanding balance, your service will be reconnected. See the Payment FAQs above to learn more about Entrust Energy bill payment.

If your disconnection is not related to a non-payment issue, please contact your local transmission and distribution utility (TDU):

  • Houston and Surrounding Areas:
    CenterPoint Energy, 713.207.2222 or 1.800.332.7143 Texas New Mexico Power, 1.8888.886.7456
  • South Texas
    AEP Texas Central Company, 1.866.223.8508
  • Dallas/Ft.Worth and Surrounding Areas
    Oncor Electric Delivery, 1.888.313.4747
    Texas New Mexico Power, 1.888.886.7456
  • West Texas
    AEP Texas North Company, 1.866.223.8508
    Oncor Electric Delivery, 1.888.313.4747
    Texas New Mexico Power, 1.888.886.7456

A premium charge may be applied by the TDU to turn on your meter outside of normal business hours.


How do I report a power outage?
If you have been disconnected due to non-payment, contact one of our Customer Care Associates toll-free at 1.800.871.8100 Monday - Friday 8 a.m. - 7p.m. CST and Saturday 10 a.m. – 2 p.m. CST. Once you have paid your outstanding balance, your service will be reconnected.

If service interruption is not related to a non-payment issue, please contact your local transmission and distribution utility (TDU):

  • Houston and Surrounding Areas:
    CenterPoint Energy, 713.207.2222 or 1.800.332.7143 Texas New Mexico Power, 1.8888.886.7456
  • South Texas
    AEP Texas Central Company, 1.866.223.8508
  • Dallas/Ft.Worth and Surrounding Areas
    Oncor Electric Delivery, 1.888.313.4747
    Texas New Mexico Power, 1.888.886.7456
  • West Texas
    AEP Texas North Company, 1.866.223.8508
    Oncor Electric Delivery, 1.888.313.4747
    Texas New Mexico Power, 1.888.886.7456

A premium charge may be applied by the TDU to turn on your meter outside of normal business hours.

My Account

How do I register for My Account online?
Click here to register your Entrust Energy account online. You will need your account number. If you are a new customer, your account number will be located on your first bill. You will be able to activate an online account at that time.


How do I log in once I have registered my account on the Entrust Energy website?
Click here to access the my account page at the top right menu of our home page. Enter your username and password in the blue box and hit continue and fill out the rest of the fields.


What do I do if I forgot my password?
Click here if you forgot your password. We will help you reset it.


I registered my account online but I am not able to log in. What do I do?
First, check the spelling of your username and password. Then, try to reset your password. If you still cannot log in to your account, call us toll-free at 1.871.8100 Monday - Friday 8 a.m. - 7p.m. CST and Saturday 10 a.m. – 2 p.m. CST or email us at customercare@entrustenergy.com.

View Our Affordable Energy Plans

The Entrust Energy difference means: It’s about treating our customers with respect. We are Entrust Energy. No games. No gimmicks. Just quality service. It’s Time for a Change!

Enter your Zip code to see plans in your area.

Chat with us now!