Griddy Member Support

Account & Billing Questions

What is a Recharge Amount?

Since Griddy offers pay-as-you-go 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 prepay for your account with Griddy, much like EZ tag, TX Tag, or other toll road passes. For example, let’s say you set your Recharge Amount to $75 to match your monthly electricity usage. Your balance is then debited daily based on your consumption. When you reach the minimum amount of $25 in your account, you are automatically refilled to your Recharge Amount of $75 and your credit or debit card is simply charged the difference—in this case, $50.

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How do I recharge my account?

Recharges happen automatically when your account balance reaches the minimum of $25. We then recharge your default credit card the difference between the minimum account balance and your custom Recharge Amount. 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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Why is there a “Usage Reconciliation” charge on my bill?

From time to time, your local utility will update or correct the usage information they’ve sent us. When this happens, we will put in an adjustment to make sure your charges are as accurate as possible. Sometimes this results in a credit, and sometimes it results in a charge. In either case, this is usually a very small amount.

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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 are those expense categories on my Statements of Usage and Payments (SUP)?

Here is the breakdown (with definitions) of the charges on your statement:

No-Markup Electricity Cost

Generation

  • Electricity Supply – The real-time price you pay for electricity.
  • Load Balancing & Management – A reliability factor to ensure there is always enough electricity on the grid.
  • Usage Reconciliation – Adjusting for any under or over billing (if ERCOT’s estimates were wrong).

Delivery

  • Grid Administration – Extra utility administrative fees which include: Grid Access (includes Customer Charge Per Month and Metering Charge Per Month), Energy Efficiency Cost Recovery Factor (recovering energy efficiency program costs), Accumulated Deferred Federal Income Tax (tax benefits for Hurricane Ike restoration costs), Transition Charges (refinancing regulatory assets), Nuclear Decommissioning Fee (dismantling nuclear facilities safely), and more.
  • State & Regulatory Reimbursements – Miscellaneous fees imposed by local governments (Gross Receipts Reimbursement).
  • Transmission & Distribution – The infrastructure cost of delivering electricity to you. This includes: TDU Delivery Charge, Transmission Cost Recovery Factor (Rider TCRF), and Distribution Cost Recovery Factor (Rider DCRF).
  • Meter Management – The cost to maintain your smart meter. This includes: AMS Surcharge.

Taxes and Fees

  • City and District Sales Tax – Sales tax collected by the state, cities, and special purpose districts.
  • Regulatory 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.

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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 real-time cost 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 9am-5pm 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:

UtilityOutage ReportingService 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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