NRG Requirements to Start Service

Requirements to Start Service

If you've received a message about a hold on your enrollment, it may be for one of the reasons below. We cannot start service at your address until we receive all payments and information. This could delay your service start date.

Each section includes details on where to send any outstanding items. If the requirements for your account are not satisfied within 30 days, your enrollment will expire. Please allow two business days from the date you email or fax the missing items for us to process the information. If you email us, you should receive an auto-reply confirming that we received your email.


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Dropdown Arrow  Deposit Not Satisfied

Dropdown Arrow  New Occupant Confirmation

Dropdown Arrow  Security Notification

Dropdown Arrow  Identification Validation

Dropdown Arrow  SmartStart Balance

Dropdown Arrow  Surety Bond Not Finalized


Deposit Not Satisfied

Your deposit requirement may not have been met. You can pay your deposit in several ways.

Call
713-207-PAID713-207-PAID (Houston), 469-735-42681-469-735-4268 (Dallas) or 877-REI-PAID877-REI-PAID (toll-free).

Mail
a check to Reliant, P.O. Box 650475, Dallas, TX 75265-0475. (We will process your request when your check is received.)

Online
by creating an account or using our Quick Pay system.

Visit
one of our many walk-up payment locations.

Other Deposit Options

Instead of paying a deposit, you may be able to submit one of the following. If you fax your information, it can take up to two business days after the fax is received to finish processing your request.

  • Letter of Guarantee from a current, eligible Reliant customer: Call us at 1-877-524-52311-877-524-5231 or chat online with a customer care representative to request a form and confirm your guarantor's eligibility. (View a sample letter of guarantee.)
  • Letter of Credit from your most recent electricity provider: Ask your previous provider to fax it to 713-488-4422713-488-4422 or 1-800-563-01201-800-563-0120, including (1) your Reliant account number, (2) name on the account, (3) service address and (4) your contact phone number on your fax cover sheet. You can also mail it to Reliant, P.O. Box 3765, Houston, TX 77253-3765. (View a sample letter of credit.)
  • Proof that you are a senior citizen of at least 65 years of age: Fax identification to 713-488-4422713-488-4422 or 1-800-563-01201-800-563-0120, including (1) your Reliant account number, (2) name on the account, (3) service address and (4) your contact phone number on your fax cover sheet.
  • Proof of medical indigency: Submit a certification letter establishing that you are medically indigent by fax to 713-488-4422713-488-4422 or 1-800-563-01201-800-563-0120, including (1) your Reliant account number, (2) name on the account, (3) service address and (4) your contact phone number on your fax cover sheet. You can also send this information by mail to Reliant, P.O. Box 3765, Houston, TX 77253-3765. Call us at 1-877-524-52311-877-524-5231 or chat online with a customer care representative for details.
  • Proof that you are a victim of family violence: Fax a copy of your certification letter/waiver for electric service — which you should have received from the Texas Council on Family Violence, treating medical personnel, law enforcement personnel, the office of a Texas district attorney or county attorney, the office of the attorney general or grantees of the Texas Equal Access to Justice Foundation — (dated within the past 12 months) to 713-488-4422713-488-4422 or 1-800-563-01201-800-563-0120. If you do not have the completed documentation, you may obtain it from your caseworker. Include (1) your Reliant account number, (2) name on the account, (3) service address and (4) your contact phone number on your fax cover sheet. Please do not submit police reports, protective orders or other letters. Call 1-877-524-52311-877-524-5231 or chat online with a customer care representative for details.

Pay in Installments

Some customers are eligible to pay their deposit in installments. 

  • Active military personnel are eligible to pay a deposit that exceeds $50 in three equal installments. Fax a copy of your military ID or military orders to 1-800-563-01201-800-563-0120, including (1) your name, (2) your contact phone number and (3) your Reliant account number on the cover letter. 
  • Low-income customers who were qualified LITE-UP Texas recipients are eligible to pay a deposit that exceeds $50 in two equal installments. Fax a copy of one of the following valid documents to 1-800-563-01201-800-563-0120, including (1) your name, (2) your contact phone number and (3) your Reliant account number on the cover letter. The document must be in the Reliant account holder's name.
    • Texas Health and Human Services benefits award letter
    • Medicaid award letter
    • Proof of eligibility for food stamps
    • AFDC/TANF (welfare) documentation

Other low-income customers may be eligible for deposit payment assistance. Please contact us at 713-207-7777713-207-7777 or 1-866-222-71001-866-222-7100 for more information.

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New Occupant Confirmation

If you recently moved, we may be waiting for two required documents of confirmation from you:

  1. New Occupant Confirmation form. You must include the ESID number for your service address on this form.
  2. A photocopy of one of the forms of additional documentation listed in the form.

Email address, mailing address and fax number are listed on the New Occupant Confirmation form. If you need more information or are requesting service as a landlord or apartment complex, visit our New Occupant Confirmation page.

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Security Notification

We were not able to verify your identity and will need a copy of two of the following valid forms of identification before we can complete your enrollment.

  • Valid state driver's license or identification card
  • Social security card
  • Passport
  • Military ID
  • Government employee ID
  • Department of Corrections ID
  • Alien registration card
  • Consulate ID / Matricula Consular (for any country)

Please send a copy of your two valid IDs to our secure email address — securitynotifications@reliant.com, or fax them to 1-866-664-22431-866-664-2243 (toll-free) or 832-584-2583832-584-2583 (Houston). Include the following in your email or fax cover sheet: 

  1. Your Reliant account number
  2. Name on the account
  3. Address you're requesting service for
  4. Your daytime phone number and the best time to reach you

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Identification Validation

We will need a copy of one of the following valid forms of identification before we can complete your enrollment.

  • Valid state driver's license or identification card
  • Social security card
  • Passport
  • Military ID
  • Government employee ID
  • Department of Corrections ID
  • Alien registration card
  • Consulate ID / Matricula Consular (for any country)

Please send a copy of your valid ID to idvalidation@reliant.com, or fax it to 1-800-711-51141-800-711-5114 (toll-free) or 832-584-2007832-584-2007 (Houston). Include the following in your email or fax cover sheet: 

  1. Your Reliant account number
  2. Name on the account
  3. Address you're requesting service for
  4. Your daytime phone number and the best time to reach you

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SmartStart Balance

If you have enrolled in the SmartStart plan, your service cannot begin until you have a positive balance of $30.00. A minimum balance of $5.00 is required to maintain service without being disconnected. To add funds to your account:

Online
by creating an account or using our Quick Pay system.

Visit
one of our many walk-up payment locations.

Call
1-877-734-72431-877-734-7243 (toll-free)

Local utility charges (i.e., PUC-approved delivery charges for maintaining poles, wires and meters) may be deducted from your balance at any time.

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Surety Bond Not Finalized

If you elected to satisfy your deposit requirement with a surety bond, it must be paid before we can start your service. You can pay by phone or at an authorized walk-up payment location.

Call
713-207-PAID713-207-PAID (Houston), 469-735-42681-469-735-4268 (Dallas) or 877-REI-PAID877-REI-PAID (toll-free).

Visit
one of our many walk-up payment locations.

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If none of these scenarios applies to you, call 1-866-RELIANT1-866-RELIANT, and we will help figure out what needs to be done to start your electricity service.

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