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Education Center: Bounce Energy Frequently Asked Questions
- Establishing Service, Disconnections, Transferring Service and Deposits
- My Bounce Bill and Making a Payment
- Reporting a Power Outage
- Contacting Customer Service With Further Questions?
- Refer-a-Friend Program and Refer-a-Friend Bill Credits
- Questions About Texas Electric Choice
- 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.
- 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. Please allow 7 to 10 business days from the day you send us your check or money order to process.
- We accept payments in person at Ace Cash Express or Moneygram locations. Find your closest location here.
- 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
Frequently Asked Questions
Our FAQs are set up in categories so it's easier for you to find your answer.What is your question about?
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 Friday 8am-8pm, Saturday 8am-5pm.
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:
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 Friday 8am-8pm, Saturday 8am-5pm.
^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 Friday 8am-8pm, Saturday 8am-5pm.
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 Friday 8am-8pm, Saturday 8am-5pm.
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 Friday 8am-8pm, Saturday 8am-5pm.
^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.
Log into the MyAccount section and pay your bill online now. You can access your account using the user name and password you set up when you placed your order or the user name and password given to you by a customer service representative if you placed your order by phone.
You can also use our ExpressPay feature to pay your Bounce Energy bill. This is the fastest and easiest way if you have your credit card and account number ready. You don't even have to log into your Bounce Energy account to make a payment with ExpressPay.
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
- SPECIAL NOTE TO BANK BILL PAY CUSTOMERS: If you are paying by your bank's bill pay, please allow for additional time before your bill due date. Your bank may draft the amount from your account, however, your bank still has to mail Bounce Energy the check for processing. Your payment by bank bill pay IS NOT processed on the date your bank deducts the payment from your account, but when Bounce Energy receives your payment.
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 or at Moneygram location, including CVS Pharmacy and Walmart. Find your closest location here.
^Top of Page^What payment methods are available for my bill?
You can pay your Bounce Energy bill with:
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 Friday 8am-8pm, Saturday 8am-5pm.
Do I need to register before I can manage my account and pay my bill online?
No, there's no need to register an account. Once your order is accepted, you can access your account using the user name and password you created at the time you placed your order or using the user name and password was given to you by a customer service rep if you ordered by phone.
If you don't have this information, you can go to this link and request it: Lost Password. Also, if you're a first time user and never received a user name or password, you can create an account here.
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 Friday 8am-8pm, Saturday 8am-5pm.
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 Friday 8am-8pm, Saturday 8am-5pm.
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 Friday 8am-8pm, Saturday 8am-5pm. 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.
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 Friday 8am-8pm, Saturday 8am-5pm. You can also print a critical care form (English/Spanish) and have your physician fax it to your TDSP.
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 Friday 8am-8pm, Saturday 8am-5pm
^Top of Page^Refer-a-Friend Program FAQs
How do I refer friends, family, customers or colleagues to Bounce Energy to earn bill credits?
Once you become a Bounce Energy customer, you have the ability to refer people you know to also become Bounce Energy customers AND to earn bill credits for doing so. Bounce Energy's industry-best MyAccount portal contains all you need to start referring friends (log in here). Once you have access to MyAccount, you're able to distribute your unique refer-a-friend code or your unique via Facebook, Twitter, email or you can just print out refer-a-friend cards to give to your friends. You can always distribute your unique code however you see fit and just have your friends call 1-877-653-3347 with your code to order.
How much do I earn for referring friends?
Bounce Energy pays both you and your friend $50 in bill credits when that friend becomes a customer. However, Bounce Energy will occasionally run contests or promotions that will pay you more.
I am a customer and I referred a friend to Bounce Energy, when do I get my bill credit?
Once your friend is accepted and they have paid their first Bounce Energy electricity bill, you will receive a bill credit within 2 billing cycles.
I signed up for Bounce Service using a Bounce Energy refer-a-friend code, when do I get my bill credit?
If you were referred to Bounce Energy by another Bounce Energy customer, you must use that customers unique refer-a-friend code at the time of sign up and pay your 1st 3 bills on-time to receive the bill credit. You will receive that bill credit within 2 billing cycles after the criteria is met.
Can I use a refer-a-friend code along with another Bounce Energy promo code?
Unfortunately, no. You can only use one promo code when you sign up for service. However, Bounce Energy runs promotions that do not require a promo code and you will be able to take advantage of those along with your refer-a-friend bill credit.
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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Education Center
- Education Center Home
- What is Texas Electric Choice?
- Why You Should Switch
- The Process of Switching Electric Companies
- Plan Types and Options
- Learn More about Your Electric Bill
- Energy Efficiency Tips to Save You Money
- How to Read Your Texas Electric Meter
- Texas Electricity Glossary
- Bounce Energy FAQs
- Other Ways to Save Money
