STORM EMERGENCY SUPPORT

Frequently asked questions

Account and Switching

How do I cancel my account?

If you are switching to a new provider you can simply enroll with the new provider and Griddy will receive a cancellation notification. However, if you are moving out, please email support@griddy.com with your name, the requested end date (power is typically turned off in the morning time), and the address you are moving out from. We will need to process the disconnection on our end. Any remaining balance left on your account will be refunded back to you within 7-10 business days of your cancellation date back to the card last used.

How do I switch to another provider?

While we value you as a member, we want what is best for your wallet and family even more.

To Switch:

  • You do not need to contact us. Enroll with a new provider and they will switch you over. 
  • TDUs do not process switches over the weekend. 
  • Remember, we do not have early termination fees. 
  • Find a short-term plan. Here are a few possible options. (Griddy | How to switch | Texas Energy

Why did you wait so long to tell me to switch and now I can't find another that will take me?

Our forecasts were based on ERCOT's data and forecasts. Once we began to recognize how poor ERCOT's projections had become, we realized our only option was to push a communication to our members to switch away. We knew this process would be very disruptive and confusing for our members, but it was in their best interest. When our communications were released, we were not aware of any providers blocking switches.

Storm Related Questions

How long will this price surge last?

The price surge ended the morning of Friday, February 19th on ERCOT ended the highest energy emergency level and lifted the rolling blackout warning. Prices are now being determined by market conditions (as they should!), which means that as we are writing this message on Friday at 9:50 a.m., your wholesale price is a mere 2.1¢/kWh. Hallelujah!

What are those expense categories on the Statement Page?

Your statement is broken down into four parts:

1) Wholesale electricity: related to how much you use on the wholesale electricity market
2) TDU delivery charges: passed-through costs from your utility
3) Griddy membership: Monthly membership cost
4) Taxes and Fees: Taxes from your city and state

Wholesale Electricity

  • Electricity usage – The amount of electricity you used.
  • Ancillary services – These cover a group of charges related to the purchase of wholesale electricity and passed through without markup.

TDU Delivery Charges

  • TDU delivery charges – The cost to transport electricity to your house from your local utility.
  • Any one-time fees from the TDU, like disconnections, meter tampering, meter read, etc., will show up here.

Griddy Membership

  • A monthly cost to get access to wholesale electricity.
  • This is billed in equal daily increments so you aren’t paying a single charge at the start of the month.

Taxes and Fees

  • State gross receipts – Miscellaneous fees imposed by local governments.
  • City sales tax – Sales tax collected by the city.
  • PUC fee – A fee to recover another fee for administering the Public Utility Regulatory Act of 1975 (PUC Assessment).
  • Merchant services charge – The cost to process your credit card payment.

Who do I contact in the event of an outage?

Your local TDU takes care of outages. You can reach them 24 hours a day, 7 days a week, at the following:

Utility Outage Reporting Service Requests
AEP Texas North/Central (866) 223-8508 (877) 373-4858
CenterPoint Energy (713) 207-2222 (800) 332-7143
Oncor Electric Delivery (888) 313-4747 (888) 313-6862
Texas-New Mexico Power (888) 866-7456 (888) 866-7456

If you are unsure of your TDU, you can contact us at (800) 993-6207 and we will route you to the appropriate utility.

You can find more information on our Outages page.