Griddy Member Support

Account & Billing Questions

What is a recharge amount?

Since Griddy offers prepaid billing, your account will need to be prepaid so that you can pay for electricity as you use it. A recharge amount is the amount you load into your account to prepay for electricity. Once your account balance reaches $25 or less, your card on file will be automatically charged the recharge amount. For example, if you set your recharge amount to $75, your card will be charged $75 when your account balance reaches $25 or less, leaving your account balance at $100.

Your recharge amount will default to $49, but you can customize it in the app to better reflect your monthly electricity use or budgetary needs. Go to Settings > Recharge Amount.

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How do I recharge my account?

Recharges happen automatically when your account balance reaches $25 or less. You can check the projected date of your recharge at any time on the Profile screen in the Griddy app.

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Can I change my recharge amount?

Yes! We realize that different households consume different amounts of electricity, and for that reason, we offer you the ability to set your recharge amount up to $500. We recommend that you adjust your recharge amount to equal your average monthly spend.

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How can I make a payment?

We currently accept Visa, American Express, MasterCard, and Discover credit and debit cards. You can change your payment options at anytime. Automatic payments are a requirement of the Griddy service.

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Where can I find my account detail history?

After the end of your first month as a Griddy member, you can view your monthly usage statements both online and through the Griddy app. Griddy Statements of Usage and Payments (SUP) provide complete detail and transparency. We even calculate your true cost of service per kilowatt hour, inclusive of all costs and taxes—something most service providers don’t want you to see.

In addition, Griddy lets you view your usage by hour, day, or month.

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What are the ancillary services on my Statement page?

This covers a group of charges related to the purchase of wholesale electricity and passed through without markup. This includes: charges passed through from the grid operator (ERCOT) and paid to participating generators to help maintain grid stability and reliability; reconciliations of system corrections to historical usage and/or price; and costs to minimize collateral required to be posted to ERCOT.

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Why am I still getting bills from my old energy provider?

It is normal to receive one final bill from your previous electric provider to cover any outstanding charges incurred between your last bill and the date you switched to Griddy. In some cases, when there is a timing overlap, there could be a second bill from your previous provider. Always make sure you’re not being billed for charges that occurred after your official first day of service with Griddy.

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How do I update my account information?

You can conveniently update your information in Account Settings.

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What’s the difference between the All-in Rate and the Price to Compare Rate on my Statement of Usage and Payments (SUP)?

Transparency is kind of a big thing around here, which is why we favor an All-in Rate when calculating your price. The All-in Rate includes the wholesale price of electricity, the cost to transport and distribute it, the associated taxes and fees, and the membership cost. The Price to Compare Rate ONLY calculates the cost of electricity and the cost to transport and distribute it—no taxes and fees are calculated in that number. A lot of the other providers like to give you only this rate, which makes it deceiving when trying to find out how much you’re actually paying.

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Can my Griddy service be transferred if I move?

Yes, as long as you move into a Griddy service area. Call us at (800) 993-6207 between 8am-7pm CT or email us at support@gogriddy.com to change your service address. We’ll do all of the heavy lifting for you, but you’ll still need to get some friends to help with that couch.

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Who do I contact in the event of an outage?

You can contact us at (800) 993-6207 and we will route you to the appropriate utility. But If you know who your local utility is and prefer to call them directly, 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

You can find more information on our Outages page.

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How do I add an additional meter?

Excellent, you have another meter to add! To do so, go to Account and scroll down till you see Add Meter. Then you just go through enrollment.

While all of your meters can be under the same login, each meter is going to have its own monthly membership, payment method and account balance. You will also have separate recharges for each meter which can have different recharge amounts.

Please note that the first meter you enrolled with Griddy will be your default meter when you log in.

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How can I switch between my meters?

Easy peasy. Once logged in, you can switch between your meters from the dropdown menu (upper, right corner for web and upper, left corner for mobile). You can also click on Meter Summary to see the information, account balance and recharge amount for each meter.

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