Direct EnergyPrepaid Enrollments

WELCOME TO

Version 4.0 05/08/2014

• Click on F8• Click on the Links Tab• Click on: Direct Energy Prepaid Enrollments

Direct Energy Prepaid Enrollment Portal

• Enter Username• Enter Password: • Then Click on the Lock Icon• Username and password should have been provided by your DE Representative. If you have not received a user name or password, or if you have another issue with your username or password please contact us using the contact form.

First time users will be asked to select a security question and set a new password.

Once your new password is set, you must log in again.

Enrolling a customer

• Click on the house icon

• Type in the customers address information • Click Search and Scroll Down

Please Verify the Customer’s Address

In some cases, Centerpoint has not updated their provisioned meter database. It is always best to contact

your agent if you find your customer’s ESIID number is red.

If you’d like to know the current rates

without going through the registration process

click here

You may also search with the customers ESIID number which can be found on a

current Electricity Bill

If the ESIID number is red. We cannot provide service

because the customer does not have a

provisioned meter. Otherwise, click the

blue link

Enrolling a customer• Confirm the customer is eligible by asking:

•Ask the customer for identification to confirm they are 18 years or older.

•Do you have text messaging or an active email address where you can receive daily account updates?

•Is anybody residing in the residence dependent on a life support device powered by electricity? Would a disruption of service cause any person residing at the residence to become ill or more seriously ill?

• Select Yes or No based on their answer

•Click on the right arrow to proceed

•Advise the customer of the various products offered & be sure to inform them of the:

•Energy Charges (stated in kWh)

•Base Charge

•Average Price

•Term if one applies

•Cancellation fees if they apply

• Click Select beside the product the customer would like to enroll in

Rates vary by area and from time to time. Only the current rates for this premise will

appear here.

Enrolling A customer

 

• Enter the Customer’s Information*

• Ask the customer to provide you with either an ACTIVE TEXT MESSAGE CAPABLE PHONE or an ACTIVE EMAIL address for their preferred communication method

•Ask the customer if they currently have power at their place of residence.•If YES, then select Switch•If NO, then select Move In

•If, the customer is moving, the applicable move-in fee will populate.

Select the Electricity Service Start Date from the drop-down menu.

Fees vary by area and from time to time. Only the current fee for this

premise will appear here.

Enrolling a customer• Ask the customer:

•Is your MAILING address the same as your SERVICE address?

If YES, click on dial

If NO, enter customers mailing address

•Would you like to add an AUTHORIZED REPRESENTATIVE to your account?

If YES, click on dial and enter customer information

•Were you REFERRED by another prepaid customer

** You can not use your own referral code***If Yes, provide 6 digit referral numberIf No, Click the Right Arrow to continue to the next step

• Confirm with the customer all information is correct• If correct, select Confirm Information and Continue

• If changes need to be made select the EDIT button underneath the icons

Enrolling a customer BY TEXT

If, the customer selected TEXT MESSAGE as their preferred communication, they will be sent a TEST text message. (This should be instant)

Click Continue when the customer has received the message

Click on the Document Icon to open the Electronic Letter of Authorization ( ELOA)

Print a copy of the ELOA Provide a copy to the customer Click Complete ELOA Enrollment The customer will receive a Welcome text message

about the ELOA. They must reply with the word ACCEPT through

text to complete the enrollment The word ACCEPT must be spelled correctly

If, the customer does not receive the TEST text select Resend (this will request another test text message) otherwise use one of the other enrollment options to complete the enrollment.

Enrolling a customer BY EMAIL

If the customer does not receive the TEST text message you can still process the enrollment by selecting : •RESEND (this will request another test text message)•Switch to Email (Confirm the email address is active)•Skip this Step (Complete a paper LOA)

•If the customer selected EMAIL as their preferred communication:

Print two copies of the LOA Provide them to the customer to signReturn one to the customer and keep one for office recordsSelect I have received the signed LOA from the customer Select Complete EnrollmentFax the LOA to Direct Energy 1 800 346 2233File LOA in the Direct Energy Folder

Enrolling a customer BY paper

If the customer does not receive the TEST text message you can still process the enrollment by selecting : •Skip this Step (Complete a paper LOA)

•If the customer selected PAPER as their preferred communication:

Print two copies of the LOA Provide them to the customer to sign Return one to the customer and keep one for office records Select I have received the signed LOA from the customer Select Complete Enrollment Fax the LOA to Direct Energy 1 800 346 2233 File LOA in the Direct Energy Folder

Completing Enrollment

Welcome Message & Payment Number• The customer will receive their 11-digit Payment Number • Confirm with the customer that they have received the message.

First Payment• After the customer receives the Welcome Message and Payment Number, COLLECT their first payment to initiate

service request, cover any move-in fees, and buy electricity to use in the coming days immediately. • We estimate $40.00 for first connection balance payment and encourage to frequently check their account

balance. • Payments can be made on the POS thru the below Direct Energy Power-to-Go or CPL Prepaid billers:

Biller Name: Direct Energy Power-to-GoBiller Code: DCFBiller Name: CPL Prepaid, Biller Code: CCF

(Note: There is a delay of up to 6 hours before payments can be made online.)

Trouble shooting

• No Text Message ReceivedThe customer should receive their first welcome text message within an hour. If they don’t receive a message within one hour. Use a paper Letter of Authorization to complete the enrollment or they can call Customer Service:

• Direct Energy Customer Service at 1 877 866 6601• CPL Customer Service at 1 877 214 1178

• Automatically Logged OutThe Prepaid Enrollment Portal will automatically log you out after a period of inactivity. You may have lost any information you were working on. Simply log in and begin the enrollment process again.

• Warning: Already a Prepaid CustomerAn error message may pop up stopping enrollment on a customer if their service address is currently enrolled in Direct Energy Power-To-GoSM/CPL Prepaid. The customer should contact Customer Service at the numbers listed above. The customer will be asked to fax their lease and identification to the following number:1 866 804 9940. Tell the customer that once the issue has been resolved to return to the store to enroll.

• Warning: Switch-holdAn error message may pop up on a customer if their service address has a switch-hold on the smart meter ESIID. When a premise has a switch-hold, the customer must contact their TDU (i.e. AEP, Center-point, Oncor, TNMP) to resolve the issue. A switch-hold is a TDU-imposed stop to “switching” a customer or starting service at a new premise. A switch-hold is ESI-specific and can be in place for various reasons, but Direct Energy/CPL does not have any information about what that specific reason might be. Center point – 1 800 332 7143 press 1 English 2 Spanish then 5 for switch holdAEP - 1 877 373 4858 press 1 English 2 Spanish then 2 for switch holdOncor – 1 888 313 6862 press 3 ask about switch holdTNMP – 1 888 866 7456