Frequently Asked Questions
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Establishing or Changing Bounce Energy Service- How do I sign up for Bounce Energy electricity service?
- Does Bounce Energy charge a deposit for new service?
- Can I get a waiver for my deposit?
- Does Bounce Energy charge a switching fee?
- How can I transfer my Bounce Energy service to a new address?
- How can I disconnect my Bounce Energy service?
- What kind of energy sources does Bounce Energy use?
- How long does it take to get service with Bounce Energy?
- How do I pay my Bounce Energy bill?
- What payment methods are available for my bill?
- How can I find out my current account balance or see my current bill?
- Does Bounce Energy offer a level or average payment plan (Balanced Billing) to its customers?
- Can I request more time to pay my bill?
- What is the connection fee on my bill?
- Why was I charged a late fee?
- I just signed up with Bounce Energy. When will I get my first bill?
- Why haven't I received my bill?
- Who do I contact for questions regarding my bill?
- Who can I talk to if a member of my household is on life support?
- How can I change the information on my Bounce Energy account?
- Do all Texans choose their electricity provider?
- What is deregulation?
- What is a Retail Electricity Provider or REP?
- What is the Electronic Facts Label (or EFL)?
- What is a kilowatt-hour or KWH?
Establishing or Changing Bounce Energy Service
How do I sign up for Bounce Energy electricity service?
Signing up for service with Bounce is easy! You can get service for your new home if you are moving or you can switch your current service to Bounce Energy from your current electric provider. To get more information on which plan is right for you, see our Texas electricity plans. You can also enter your address into the box on the right or call us toll-free at 1-888-45-BOUNCE (1-888-452-6862). Our agents are available to assist you Monday through Saturday 11am - 7pm.
What kind of energy sources does Bounce Energy use?
Bounce Energy purchases power generated from a variety of sources including natural gas, coal, nuclear, and renewable sources such as wind. If you would like to ensure that the energy used for your home is from a renewable energy source, we have plans for you. Click here for details on our renewable energy options.
Does Bounce Energy charge a deposit for new service?
Bounce Energy may require a deposit to establish service based on the information you provide. A credit check will be performed to determine the amount of the deposit. We will let you know the amount and options for payment of the deposit when we reply to your request for service.
Can I get my deposit waived?
You may be eligible to have the deposit requirement waived if you meet one of the following criteria:
- You are over the age of 65 and not delinquent in payment of any electric service account.
- You have been determined to be a victim of family violence and can submit a certification letter developed by the Texas Council on Family Violence as evidence.
- You are considered medically indigent as certified for a government entity or government-funded energy assistance program provider and physician.
To speak with a customer care agent regarding a deposit waiver, call us toll-free at 1-888-45-BOUNCE (1-888-452-6862). Our agents are available to assist you Monday through Saturday 11am - 7pm.
^Top of Page^Does Bounce Energy charge a switching fee?
Bounce Energy does not charge a switching fee. Your local distribution utility or Transmission and Distribution Service Provider (examples: Oncor, CenterPoint, TNMP, AEP) may charge a one-time connection or disconnection fee. These one-time charges, also called non-recurring charges, are passed through to you on the Bounce Energy bill.
How can I transfer my Bounce Energy service to a new address?
You can transfer your Bounce Energy service if you are moving to a new address by calling us toll-free at 1-888-45-BOUNCE (1-888-452-6862) Monday through Saturday 11am - 7pm.
How can I disconnect my Bounce Energy service?
If you are moving to a new address within our service territory, you can transfer your service easily to your new home over the phone. Call us toll-free at 1-888-45-BOUNCE (1-888-452-6862) Monday through Saturday 11am - 7pm.
If you are switching from Bounce Energy to another service provider, there is no need to contact us. Your new provider will handle the switch of service without disconnection.
If you are moving outside of the Bounce Energy service area and need to disconnect service at your home, please contact us toll-free at 1-888-45-BOUNCE (1-888-452-6862) Monday through Saturday 11am - 7pm.
^Top of Page^How long does it take to get service with Bounce Energy?
If you need your power turned on within the next 48 hours, Bounce Energy can help! Click here to find out more details on how to get service started as quickly as possible with a priority turn on with our Express Move plan.
For a regular new connection, please allow up to 3 business days for us to process your service request and turn on service.
If you are switching providers at your current address, Bounce Energy will submit your request through ERCOT. Please allow 7 days for service to be switched from your current provider to Bounce Energy.
^Top of Page^Billing & Payment
How do I pay my Bounce Energy Bill?
Bounce Energy offers many options for bill payment.
Login to the MyAccount section and pay your bill online now. You may be eligible for a discount on this bill by completing your payment online!To send a payment with check or money order, mail to the following address:
Bounce Energy
P.O. Box 4423, Msc #200
Houston, TX 77210
To pay over the phone, call us toll-free at 1-888-45-BOUNCE (1-888-452-6862) 24 hours a day, 7 days a week.
Also, you may pay your Bounce Energy bill in person at all Ace Cash Express locations. Find your closest location here.
^Top of Page^What payment methods are available for my bill?
You can pay your Bounce Energy bill with:
- Credit card: Bounce Energy accepts Visa, MasterCard, Discover Card, and American Express.
- Check or money order: Bounce Energy accepts payments made via check or money order.
- We accept payments in person at Ace Cash Express locations. Find your closest location here.
How can I find out my current account balance or see my current bill?
You can view your current bill or account balance at any time by visiting the MyAccount section on our site. You can also access information on your account by contacting us at 1-888-45-BOUNCE (1-888-452-6862) Monday through Saturday 11am - 7pm.
Does Bounce Energy offer a level or average payment plan (Balanced Billing) to its customers?
Yes. Bounce Energy offers a Levelized Payment Plan (Balanced Billing) that enables customers to pay a calculated amount each month based on levelized electricity usage. This program is available to all Bounce Energy customers who are not delinquent in payment at the time of enrollment. Bounce Energy will bill or credit customers the amount of any overbilling or underbilling, as appropriate, against their actual usage during prior Level Billing periods at least once every twelve months. Customers with questions regarding Level Billing or wishing to enroll in Level Billing may call a Bounce Energy customer service representative at 1-888-452-6862.
Can I request more time to pay my bill?
Once you are a Bounce Energy customer for 3 months, we may be able to offer you deferred payment options. You can get more information on these options by contacting us at 1-888-45-BOUNCE (1-888-452-6862) Monday through Saturday 11am - 7pm.
What is the connection fee on my bill?
The connection fee (or account initiation charge) on your bill is a one-time administrative fee charged by your local Transmission and Distribution Service Provider or TDSP. (examples: Oncor, CenterPoint, TNMP, AEP)
Why was I charged a late fee?
As a Bounce Energy customer, you have 16 days after the issuance date on your invoice to pay the bill by the due date. After the due date, a one-time fee of 5 percent of the overdue account balance will be assessed.
I just switched to Bounce Energy. When will I get my first bill?
Once you switch to Bounce Energy, it takes approximately 1-2 billing cycles (or 4-6 weeks) until you receive your first Bounce Energy bill. You may receive a final bill from your previous Retail Electricity Provider during that time.
Why haven't I received my bill?
If you are a new customer, it can take up to 4-6 weeks until you receive your first Bounce Energy bill. If this time frame has passed, or you are not a new customer, please contact us at 1-888-45-BOUNCE (1-888-452-6862) Monday through Saturday 11am - 7pm.
Who do I contact for questions regarding my bill?
For any questions regarding your bill, you can contact our customer care team at 1-888-45-BOUNCE (1-888-452-6862). Our agents are available Monday through Saturday 11am - 7pm. You may also email us at billing@bounceenergy.com .
Power Outages
How do I report a power outage?
In the event of a power outage or emergency, you will need to contact your local transmission company listed below by area.
- CenterPoint Energy: (713) 207-2222 or toll free (800) 332-7143
- Texas New Mexico Power: (888) 886-7456
- Oncor Electric Delivery (formerly TXU): (888) 313-4747
- Texas New Mexico Power: (888) 886-7456
- AEP: (866) 223-8508
- AEP: (866) 223-8058
- Oncor Electric Delivery (formerly TXU): (888) 313-4747
- Texas New Mexico Power: (888) 886-7456
Bounce Energy Customer Service
Who can I talk to if a member of my household is on life support?
If you or a member of your household has a physical condition that makes availability of your electric service necessary for survival, please call us at 1-888-45-BOUNCE (1-888-452-6862) Monday through Saturday 11am - 7pm. You can also print a critical care form here and fax to 1-888-801-6681.
How can I change the information on my Bounce Energy account?
If you are the account holder, you can make changes to your account online in the My Account section of the site. You can change your account access information, add an authorized account representative, update your billing and payment information, and more. Click here to login to the My Account section.
You can also make changes to your account by contacting our customer care team. Please call 1-888-45-BOUNCE (1-888-452-6862) Monday through Saturday 11am - 7pm
^Top of Page^About Texas Electric Choice
Do all Texans choose their electricity provider?
Most Texans have the choice, but those served by some electric cooperatives (also called co-ops) and some municipal electric utilities do not. If you would like to know if you can switch to Bounce Energy, enter your address here.
What is deregulation?
In the past, one company provided all of the parts of the electricity service to your home. This included generation, transmission and distribution, and retail sales. Now that deregulation has occurred, there is competition for the retail component of your electricity service. The companies responsible for generation, transmission, and retail are now separate entities, which means you have the power to choose who will service as your Retail Electric Provider (or REP). The local transmission utility or TDSP (examples: Oncor, CenterPoint, TNMP, AEP) will continue to service your electricity poles and wires, and should be contacted in the event of outages.
What is a Retail Electricity Provider or REP?
A Retail Electric Provider (or REP) is a company that has been approved by the Texas Public Utility Commission to sell electric services. If you presently receive an electric bill from Bounce Energy, then Bounce Energy is your REP.
What is the Electricity Facts Label or (EFL)?
The Electricity Facts Label is part of your Terms of Service Agreement and provides you with pricing, contract, fuel mix and emissions information regarding your electricity service.
What is a kilowatt-hour or KWH?
A kilowatt-hour (kWh) is a unit of measurement for electric energy. Most electric rates are priced by the kWh.
If you have any other questions, please contact us at 1-888-45-BOUNCE (1-888-452-6862) Monday - Saturday 7am-11pm. Or you can email us at CustomerCare@BounceEnergy.com.
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