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    • Billing & Payment FAQs

    • What billing and payment options does Reliant offer?
      We offer a variety of convenient billing and payment options, including Average Billing, Paperless Billing and Automatic Payment Options.
    • How can I pay my bill online?
      You can log in to your account to pay, or you can pay without logging in on our Quick Pay page. To see your billing and payment history, you'll need to log in, and if you don't have an online account, you can create one in just a minute or two.
    • How will I receive my bill?
      You can choose a billing option that’s right for you in your online account — receive your bill in the mail, via email notification or both.
    • How will I be notified when my online bill is ready?
      You'll automatically receive an email every month when your bill is ready, which will contain a link to your online bill.
    • Where can I view my current and past bills?

      To see your current bill and your bill history:

      • Log in to your account.
      • Click My Profile on the upper right of the page.
      • In the menu on the left, click Billing, then click Bill History.

      You will be able to view all your past bills, download PDF versions of the bills or request a hard copy be mailed to you.

    • In which format are my current and previous bills?
      All online bills are in Adobe Reader (PDF) format.
    • Can I download my bill information to use in my personal finance program?
      No, you cannot download bill information in an .xlsx or .xml format. However, you can download usage and cost information based on monthly activity by going to your Usage History page, using the dropdown menus to view your data by month and clicking the "Download My Green Button Data (.xml)" or "Download data (.csv)" link under your usage chart.
    • Which credit or debit cards are accepted?
      We only accept credit or debit cards with the Discover, MasterCard, Visa or American Express logo that can be validated via AVS (address verification service) and CVV2 (Discover, MasterCard and Visa feature a 3-digit CVV2 number on the back of the card. American Express features a 4-digit CVV on the front of the card). Note: Debit cards from government assistance programs and certain gift cards or pre-paid cards may not be validated in the AVS service.
    • Can I save my payment information so I don’t have to reenter it each time I pay my bill?
      Yes. Go to My Account > Profile to enter your payment information. It will be available the next time you pay your bill.
    • How do I update the expiration date for a credit card I’ve saved?
      To update the expiration date for a card NOT used for automatic credit card pay: 
      • Click the 'Update' link next to the card information on file.  
      • Input your new expiration date and save the information. 
      • To change something other than the expiration date, you will need to delete the saved credit card using the 'Delete' link and re-enter it as a new credit card. 

      To update the expiration date for a card used for automatic credit card pay: 

      • Click the 'Change' link and re-enter your credit card information as if you were setting it up for the first time. This will override your previous information.
    • How can I tell if my payment went through?
      You can check the status of each payment by going to My Account > Bill > Payment History.
    • Why did my payment get returned?

      Your payment may not have gone through for one of several possible reasons:

      • There could be a typo in the payment information you entered.
      • You got a new card and have not entered it in your online account yet.
      • If you paid by phone, the agent may have entered your information incorrectly.
      • If you paid by phone, you may have given the agent the incorrect information.
      • You may have reached your card limit, or there are not enough funds available in your account.
    • How long does it take a bank draft payment to be credited to my account?
      Bank draft payments made online will be credited to your Reliant account shortly after the payment is made, unless the payment is scheduled for a future date.
    • What if there are insufficient funds in my bank account to cover the payment?
      A $25 returned payment charge will be assessed against your Reliant account if funds in your bank account are insufficient to cover the online payment.
    • How do I request a payment extension or deferred payment?
      To find out if you are eligible for a payment extension or a deferred payment please call us at 1-866-222-7100.
    • Why is my account ineligible for an extension or deferred payment plan?
      Eligibility for an extension or deferred payment plan is based on your payment history.
    • Can I cancel a payment I’ve made online?
      You can cancel any payment up until the time it's credited to your account. Go to your Payment History page; if the payment is available for cancellation, it will have a 'Cancel' payment link next to it.
    • Can I choose the date my online payment is drafted from my bank account?
      Yes. When you pay with a bank account, you can choose to schedule a payment up to one month in advance. Just go to the Bill page, choose the account (if necessary), and choose to pay your bill with a bank account. If your account is overdue, you'll need to make a payment on the next available payment date.
    • Why does the current amount due shown online not match my paper bill?
      The amount due shown on the Web is more current and may reflect payments or charges made to your account that occurred since you were last billed.
    • Are my online payment transactions secure?
      Yes, we use 128-bit encryption to help ensure the confidentiality of information provided during Web transactions.
    • Where can I find my Reliant account number?
      Your account number is located on your Reliant bill, at the top of each page.
    • Where can I find my ESID?

      Your ESID (electric service identifier) is a unique 17- or 22-digit number given to an electricity delivery point in the ERCOT market. In other words, it is a long number typically used to identify your electric meter. You may also see it written as ESI I.D.

      This number is often visible on your meter, but it also appears on your electric bill and in your online Reliant account. To find your ESID online:

      • Log in to your account.
      • Go to your Plan page by clicking Plan in the top menu. 
      • Your ESID is listed under the name of your plan.

      ESID Online Account Location

      On your bill, your ESID is located in the second Account Information section, usually on page 2. It should be on the left, next to your name.

      ESID On Bill

    • Can I set up more than one email address for my profile, so that more than one person can get notifications of bill payments, etc.?
      No, only one email address can be designated to receive notifications from online account transactions.
    • I’ve changed my preferences for methods of billing and/or payment. Why are these new preferences not showing yet in my account profile?
      Some of the more complicated preference changes may take a while to process and display on your account profile. You should see the changes before your next billing cycle.

    AutoPay FAQs

    • What are the benefits of enrolling in AutoPay?
      You can relax knowing your bill will be paid for you every month, without lifting a finger. Plus, if you pay by credit card, you'll earn any reward points your card offers with each bill payment, like frequent flyer miles. You can also forget about writing checks, buying stamps, keeping track of due dates and incurring late fees. 
    • How do I sign up for AutoPay?
      Sign up online now by logging in to your Reliant account. It's quick and easy. You'll know the change has been implemented when your bill says “Do Not Pay” next to the current due information.
      You can also download and complete an enrollment form, and fax it to the number listed on the form.
    • How do I set up my credit card or bank account for AutoPay?

      To set up automatic payments from a credit card:

      Log in to your account, click the Update link, and choose the option to set up a new credit card. 

      To set up automatic payments from your bank account:

      Log in to your account, click the Update link, choose the option to set up automatic payments from your bank account, then click Continue. 

    • How do I change or update my AutoPay payment information?
      To update your existing automatic payment information:
      Log in to your account, click the Update link and re-enter your automatic payment information as if you were setting it up for the first time. This will override your previous information.
      By doing this, you will be removed from your previous automatic payment method.
       
      To update the expiration date on your current credit card:
      Log in to your account, click the Update link, choose the option to update your expiration date, then click Continue. You will then be prompted to update your information.
    • How do I cancel AutoPay?
      Log in to your account, click the Update link, select "Cancel automatic payments" then click Continue to confirm. If you prefer, you may call us at 713-207-7777 or 1-866-222-7100 to request a cancellation form. 
       
      You can also download and print either the Auto Bank Draft Cancellation form or the Auto Credit Card Cancellation form and fax it to the number indicated on the form. You'll know that the change has been implemented once the "Do Not Pay" no longer appears next to the amount due on your bill. 
    • If I sign up for AutoPay with a credit card, when will my credit card begin to be charged?

      Signing up online is the quickest and easiest way. If you sign up by mail or fax, please allow 10 days after receipt to process your request. In all instances, please continue to make regular payments until you receive an invoice marked "Do Not Pay."

    • Which credit cards are accepted for AutoPay?
      • Visa
      • MasterCard
      • American Express
      • Discover
    • What if there are insufficient funds in my bank account to cover the payment?
      A $25 returned payment charge will be assessed against your Reliant account if funds in your bank account are insufficient to cover the online payment.

    Average Billing FAQs

    • What is average billing?
      Average billing allows you to pay an averaged amount every month instead of adapting to the highs and lows of seasonal bills.
    • How is the average billing amount determined?
      First, we add your current bill amount to the previous 11 months' bill amounts for your service address. We then take that total and divide the amount by 12 (or by the total months available for your service address). Finally, we add or subtract 1/12 of your Deferred Balance, which is the cumulative difference between your monthly average billing amount and what you would owe if you were not signed up for Average Billing. 
       
      If there is no previous billing in your name at the service address, or you do not have 11 months bill amounts at the service address, we will take the previous usage at that service address and apply your current price to calculate your average monthly amount. 
    • What will my bill look like if I sign up for average billing?
      Each bill will show your average billing amount due that month, as well as your actual usage, current price and any deferred balance. The deferred balance may be a credit or an amount you will owe in the future. If you pay more than your average billing amount due each month, the extra will go toward paying off any deferred balance.
    • What are my payment options for average billing?
      You can use the same payment options for your electricity bill payment as you would with regular billing. You can sign up for AutoPay to have the amount automatically paid each month, or you can pay by phone, by mail, through your online account or at a walk-up payment location near you. We accept credit/debit cards and checks.
    • How do I remove average billing from my account?
      Please call us at 1-866-222-71001-866-222-7100 to cancel average billing. You cannot stop average billing online.
    • What happens if I cancel Average Billing?
      Any credit balance will be applied to your next bill or refunded to you; any outstanding deferred balance will be due at that time.
    • What if I'm a new customer interested in this program and don't have a billing history with Reliant?
      If you have less than 11 months of bill amounts at this service address, we will take the previous usage at the address and apply your current price to calculate your average monthly amount.
    • What happens if I close my Reliant account?
      Any credit balance will be applied to your final bill or refunded to you; any outstanding deferred balance will be due at that time.
    • What is a deferred balance?

      The deferred balance amount is the cumulative difference between your monthly Average Billing amount and what you would owe if you were not signed up for Average Billing. The deferred balance amount can be found on your monthly bill. If the bill amount is positive, 1/12 will be added to your bill. If the bill amount is negative, 1/12 will be subtracted from your bill. If you’re a new Average Billing customer, the deferred balance will begin in the second month. The deferred balance must be paid in full if you cancel Average Billing or change electricity providers. 

    • What happens to my deferred balance when I transfer my service?
      You may be eligible to have your deferred balance carried over to your new address. If you are eligible at the time you request a transfer of service, we will let you know.

    Paperless Billing FAQs

    • Can I pay by check if I set up my account for Paperless Billing?
      With Paperless Billing, you no longer receive the payment coupon that comes with paper bills, and without this coupon, the processing of your check will be delayed. Therefore, we recommend that if you are set up for Paperless Billing, you always pay your bill online. 
       
      You can also set up your account for an automatic payment option, which will draft payments from your bank account or charge them to your credit card.
    • Can I pay in person if I set up my account for Paperless Billing?
      With Paperless Billing, you no longer receive a mailed bill that includes a payment coupon, and without this coupon, the processing of your check would be delayed. Therefore, we recommend that if you are set up for Paperless Billing, you always pay your bill online. You can also set up your account for an automatic payment option.
    • How do I print a copy of my online bill for my records?

      To print a copy of your online bill:

      • Go to My Account > Bill 
      • Click the 'View Current Bill' link
      • When your bill appears in a new window, select 'Print' from the File menu. For bills issued prior to January 2009, click the yellow 'Print' button near the top of the screen. 

    Payment Locations FAQs

    • How can I submit my payments?
      You have several convenient options for paying your bill:
      • Log in to pay using your bank account or credit/debit card. 
      • Pay without logging in using our online Quick Pay option.
      • Pay over the phone at 713-207-PAID or 866-222-7100. 
      • Send your payment via regular mail to Reliant, P.O. Box 650475, Dallas, TX 75265-0475, or via overnight delivery to Reliant, Dept. 650475, 1501 N Plano Rd., Richardson, TX 75081 
      • Pay in person at one of our many convenient walk-up locations. Find a location near you.
    • Where can I pay my Reliant bill in person?
      We have several walk-up payment locations. Use our payment location finder to look up locations by address or zip code.