First, welcome to the Infuse Energy family!

Your first bill will be generated after your local Transmission and Distribution Utility (TDU) provides us with your initial meter reading and your first scheduled meter reading. Once we receive that information, we'll prepare and send your bill.

Your payment due date will be 16 days from the bill date shown on your invoice.

If you're enrolled in AutoPay, your payment will be automatically processed on the due date. If you're not enrolled in AutoPay, you can pay your bill online, by phone, or by mail.

Your payment is due 16 days from the invoice date shown on your bill.

To avoid late fees and potential interruption of service, please ensure your payment is received by the due date. Payments received after the due date may be subject to a 5% late payment fee, as permitted by your Terms of Service.

Great question! Let's use the sample bill below as an example.

The Usage section shows your current and previous meter readings, along with your electricity usage for the billing period. In this example, the customer used 135 kWh of electricity during the billing cycle.

Charges

1. Infuse Energy Charge
   This is the cost of the electricity supplied under your plan. In this example, the customer is on a fixed-rate plan with an energy charge of 8.203¢ per kWh, resulting in an energy charge of $11.07. For customers on fixed-rate plans, the energy charge remains the same throughout the contract term, although the total bill may vary based on usage and changes to applicable delivery charges.
2. Infuse Base Charge
   Some plans include a recurring monthly base charge to help cover the cost of providing service. In this example, the monthly base charge is $4.95.
3. Infuse Usage Fee/Credit
   Depending on your plan, you may receive a bill credit when your usage reaches a certain level or incur a fee if your usage falls below a specified threshold. In this example, the plan includes a $4.95 Minimum Usage Fee when monthly usage is less than 500 kWh. Any applicable fees or credits for your plan can be found in your Electricity Facts Label (EFL).
4. TDU Delivery Charges
   Your local Transmission and Distribution Utility (TDU) delivers electricity to your home or business and maintains the poles, wires, and meters in your area. TDU charges may include usage-based delivery charges, monthly service charges, and other approved delivery-related charges. These charges are regulated and may change over time.
5. Taxes and Other Fees
   After all energy and delivery charges are calculated, applicable taxes and other authorized fees are added to your bill.

Total Current Charges

Add together the energy charges, delivery charges, plan-related fees or credits, taxes, and any other applicable fees to arrive at the Total Current Charges shown on your bill. In this example, the customer's Total Current Charges are $34.97.

Still have questions? Our Customer Care team is always happy to help explain your bill.

Yes. Even if you are enrolled in AutoPay, you will continue to receive your monthly bill. Your bill will show your electricity usage, charges, payment amount, and the date your automatic payment will be processed.

This allows you to review your bill each month before your payment is automatically deducted.

A typical billing cycle is 27 to 35 days, although the exact length may vary from month to month.

Your billing cycle is based on the meter reading schedule established by your local Transmission and Distribution Utility (TDU). Because meter reading schedules are determined by the TDU, Infuse Energy does not control the start or end dates of your billing cycle.

This is usually your final bill from your previous electricity provider.

When you switch to Infuse Energy, your previous provider receives a final meter reading and bills you for electricity used through your switch date. Any usage after that date will be billed by Infuse Energy.

To confirm, compare the ending meter read date on your previous provider bill with your Infuse Energy service start date. If the dates align, the bill is likely correct.

Yes. Our Average Billing Program helps make monthly electric bills more predictable by spreading estimated annual electricity costs over the year.

Your monthly amount is calculated using your historical usage and may be adjusted periodically. To receive an average billing quote, please wait at least three business days after enrollment and email care@infuseenergy.com.

Customers must be enrolled in a plan with a term of six months or longer and maintain the account in good standing. Any difference between actual charges and amounts paid through average billing will be settled at contract expiration, after 12 months of service, or when service ends.

An estimated meter reading is used when your local Transmission and Distribution Utility (TDU) is unable to obtain an actual meter reading for billing. In these cases, the TDU estimates your electricity usage, and that estimate is used to calculate your bill.

If an actual meter reading is received later, any necessary adjustments will be reflected on a future bill.

Common reasons for an estimated reading include:

• The meter was inaccessible due to a locked gate or other obstruction.
• An animal prevented safe access to the meter.
• or other conditions delayed the meter reading process.
• A communication issue occurred with a smart meter.

If your bill is based on an estimated reading, it will be identified as Estimated on your bill.

Absolutely! Here are some common electricity billing terms you may see on your invoice.

Units of Measure

kWh (Kilowatt-hour): The standard unit used to measure electricity consumption. Your monthly usage is typically shown in kWh.

kW (Kilowatt): A measure of electricity demand, or how much power is being used at a specific point in time.

kVA (Kilovolt-ampere): A measure of apparent power commonly used for certain commercial accounts. Residential customers rarely see kVA charges on their bills.

Common Charge Types

Energy Charge: The cost of the electricity you use, calculated based on your energy consumption (kWh).

Base Charge: A recurring monthly charge that may apply regardless of how much electricity you use.

Demand Charge: A charge based on the highest level of electricity demand during a billing period. Demand charges typically apply to certain commercial accounts and generally do not apply to residential customers.

Infuse Energy Charges vs. TDU Charges

Infuse Energy Charges: Charges related to the electricity supply and services provided by Infuse Energy.

TDU Charges: Charges from your local Transmission and Distribution Utility (TDU) for delivering electricity to your home or business and maintaining the poles, wires, and meters in your area. These charges are separate from your electricity supply charges and are approved by applicable regulatory authorities.

Other Charges You May See

Late Payment Fee: A 5% fee that may be assessed if payment is received after the due date, as permitted by your Terms of Service.

Sales Tax: Taxes collected and remitted to authorized taxing authorities.

Gross Receipts Tax Reimbursement: A fee associated with taxes imposed on retail electric providers in certain incorporated municipalities.

PUC Assessment: A regulatory fee used to support administration of the Texas electric market.

Minimum Usage Fee

Some plans include a Minimum Usage Fee if your monthly electricity usage falls below a specified threshold. The fee amount and usage threshold vary by plan and TDU service area.

For example, if your plan includes a Minimum Usage Fee when usage falls below 500 kWh, the fee would apply only if your usage is below that level during the billing period.

You can find details about any Minimum Usage Fee, including the applicable usage threshold and fee amount, in your Electricity Facts Label (EFL).

Depending on your account, you may see additional charges on your bill from either Infuse Energy or your local Transmission and Distribution Utility (TDU).

TDU charges are delivery-related charges associated with maintaining and operating the electric infrastructure that serves your location. These charges are separate from your electricity supply charges and may change from time to time.

Additional fees may also apply based on your account activity or services requested, such as, returned payments, late payment fees, or other account-related services.

For a complete list of potential fees and charges, please refer to your Terms of Service, including the Possible Nonrecurring Fees section.

If you have questions about a charge on your bill, our Customer Care team will be happy to help explain it.

Unfortunately, no. Your billing cycle is based on the meter reading schedule established by your local Transmission and Distribution Utility (TDU), and Infuse Energy does not control when those meter readings occur.

After your TDU provides your meter reading, we generate and send your bill. Your payment due date is 16 days from the invoice date.

Because meter readings do not always occur on the same day each month, your billing cycle length may vary slightly, and your due date may also change from month to month.

You can view your itemized electricity usage by logging in to your Infuse Energy online account and selecting "My Bills."

From there, you can access PDF copies of your current and previous invoices. Detailed usage information is typically located on the second page of the invoice and includes information such as your billing period, meter readings, and electricity usage.

If you have trouble locating your usage information or have questions about your bill, our Customer Care team will be happy to assist you.

If you believe the electricity usage shown on your bill is incorrect, please contact our Customer Care team as soon as possible.

Infuse Energy receives meter readings directly from your local Transmission and Distribution Utility (TDU). In some cases, a meter reading may be estimated or require correction. If an error is identified, any necessary adjustments will be reflected on a future bill.

Upon request, we can work with your TDU to investigate the meter reading and determine whether additional review is needed. Depending on the circumstances, the TDU may perform a meter re-read or a meter test.

Please note:

• If the TDU determines that the original meter reading was incorrect, any necessary billing corrections will be made and applicable investigation fees are typically waived.
• If the TDU determines that the original meter reading was accurate, the TDU may assess a fee for certain services, such as a special meter re-read or meter test.
• Meter testing may be available at no charge under certain circumstances, such as when the meter has not been tested within the applicable time period established by the TDU.

You can also visit your TDU's website for information about reading your meter and understanding how your usage is measured.

Our goal is to ensure that your bill is accurate, and we're happy to help guide you through the investigation process if you have concerns about your usage or meter readings.

If you're enrolled in a fixed-rate plan, the Infuse Energy Charge (the energy rate you pay per kWh) will remain the same throughout your contract term, unless otherwise disclosed in your contract documents.

If your bill appears higher than expected, it's important to compare the energy rate shown on the "Infuse Energy Charge" line of your bill rather than the total bill amount.

Even on a fixed-rate plan, your total bill may change due to:

• Changes in your electricity usage
• Changes to applicable TDU (Transmission and Distribution Utility) delivery charges
• Taxes and regulatory fees
• Plan-specific fees or credits

TDU charges are established by your local utility company and approved by applicable regulatory authorities. Because these charges are separate from your energy rate, they may increase or decrease during your contract term.

If you're unsure whether your energy rate has changed, please contact our Customer Care team. We'll be happy to review your bill with you and explain any changes.

A Transmission and Distribution Utility (TDU), sometimes called a TDSP (Transmission and Distribution Service Provider), is the company responsible for delivering electricity to your home or business through the poles, wires, and meters in your area.

In Texas, the major TDUs include:

• AEP Texas North
• AEP Texas Central
• CenterPoint Energy
• Oncor Electric Company
• Texas-New Mexico Power (TNMP)

TDUs are responsible for:

• Maintaining power lines, poles, and meters
• Restoring power during outages
• Reading electric meters
• Delivering electricity to homes and businesses

TDU charges are regulated and approved by the Public Utility Commission of Texas (PUCT). Because these charges are established by the TDU and applicable regulatory authorities, they may increase or decrease from time to time.

You'll see TDU charges listed separately on your bill because they are distinct from the charges for the electricity supplied by Infuse Energy. Depending on your location, TDU charges may include:

• A monthly base charge
• Usage-based delivery charges
• Other approved delivery-related charges

These charges apply regardless of which retail electric provider you choose and are reflected on your monthly bill.

For a detailed explanation of the different charges that appear on your invoice, please see our "How do I read my bill?" FAQ.

That's a common question.

The average price paid for electricity shown on your bill is a calculation required by Texas regulations and is not necessarily the same as the energy rate listed in your plan.

Your plan's energy rate is only one component of your total electricity costs. The average price paid is calculated using your actual bill and includes items such as:

• Your Infuse Energy energy charges
• Applicable TDU (Transmission and Distribution Utility) delivery charges
• Monthly base charges
• Usage fees or credits
• Other charges reflected in the "Charges Before Taxes and Fees" section of your bill

The average price is calculated by dividing your Charges Before Taxes and Fees by your total electricity usage (kWh) for the billing period.

Because the calculation uses your actual monthly usage and includes charges beyond your energy rate, the average price paid may be higher or lower than the rate shown in your Electricity Facts Label (EFL) or contract documents.

For example, if your plan's energy rate is 9.45¢ per kWh, your average price paid may be different after monthly charges, usage-based fees or credits, and TDU delivery charges are included in the calculation.

If you'd like help understanding the average price shown on your bill, our Customer Care team will be happy to walk through the calculation with you.

An Early Termination Fee (ETF) may apply if you cancel or switch from a fixed-term electricity plan before your contract expires.

The ETF amount varies by plan and can be found in your Terms of Service and Electricity Facts Label (EFL).

If you are enrolled in a month-to-month (variable-rate) plan, you may switch providers at any time without an ETF.

Texas customers may also switch to another retail electric provider without an ETF if the switch is scheduled no earlier than 14 days before the contract expiration date. .

If you're considering changing plans or switching providers, our Customer Care team will be happy to review your options and explain any applicable fees.

If you're having difficulty paying your bill, please contact our Customer Care team as soon as possible. Depending on your situation, you may be eligible for a payment arrangement, deferred payment plan, or other assistance options. Visit our Bill & Support page for information.

Dial 211 to learn about utility assistance programs in your area.

Payments received after the due date may be subject to a 5% late payment fee, as outlined in your Terms of Service. If a past-due balance remains unpaid, a disconnection notice may be issued in accordance with applicable regulations.

You can pay your bill online, by phone, or by mail.

We accept:

• Credit card (Visa, Mastercard, Discover, or American Express)
• Debit card
• ACH / Electronic Bank Draft (directly from your bank account)
• Check
• Money Order

To pay online, log in to your Infuse Energy account and select Pay My Bill Now.

You can also manage AutoPay, update payment methods, view invoices, and manage paperless billing through your online account.

Mail Payments To:

Infuse Energy
2020 Southwest Freeway, Suite 325
Houston, TX 77098

For additional payment options or billing assistance, please visit our Bill & Support page or contact Customer Care.

Yes. Infuse Energy offers paper billing at no additional cost.

You may choose to receive your bills and account notifications by mail or enroll in Paperless Billing to receive them electronically.

You can update your billing preferences during enrollment or at any time through your online account.

Once your payment has been received and processed, Infuse Energy will submit a reconnection request to your local Transmission and Distribution Utility (TDU).

Reconnection times vary based on the type of meter at your location:

• Smart Meter (Advanced Meter): Service is often restored within a few hours.
• Traditional Analog Meter: Reconnection may take 24 to 48 hours, depending on technician availability.

Please note that reconnection times are determined by the TDU and may vary.

If you have questions about the status of your reconnection, please contact our Customer Care team.

Here are the eligible plans that allow you to participate in the program.

• Lean Green Infusion
• Loyalty Green Infusion

To receive Solar Buyback credits, you must:

1. Have a completed Interconnection Agreement with your local Transmission and Distribution Utility (TDU). Once your TDU confirms your solar system is approved and operational, excess energy exported to the grid will be reported to Infuse Energy.
2. Be enrolled in an eligible Infuse Energy standard green energy plan, such as Lean Green Infusion or Loyalty Green Infusion.

After your Interconnection Agreement is completed, your TDU will begin reporting your excess solar generation to Infuse Energy. This process is completely controlled by your TDU and can take up to three billing cycles. Once we begin receiving your generation data, your Solar Buyback credits will appear on your bill.

Your electricity meter tracks both inflow and outflow electricity. When your solar panels generate electricity you can't use, those electrons are sent back to the grid as outflow electricity. That is the excess electricity that Infuse buys back which you will see reflected on your invoices.

Infuse will buy back your excess electricity at the contract sales price. Please note that TDU delivery charges still apply to all electricity you consume from the grid, as those charges are regulated and passed through by your local utility.

Solar Buyback is available to residential customers who have a solar energy system installed at their home.

No. Your electric meter measures the electricity you receive from the grid, and the excess electricity your solar system sends back to the grid. If your solar system includes a monitoring system, which is separate from your electricity meter, that system tracks your total solar production.

Yes. Infuse will purchase, at the energy sales price, an amount of excess generation capped at your usage for that billing cycle. In other words, Infuse will not bank or provide additional credits for any excess generation greater than what you used from the grid for that billing period.

For example, if you use 1,000 kWh from the grid and export 1,200 kWh, credits will only be applied to offset up to 1,000 kWh of usage from the grid.

Note that you will pay TDU regulated delivery charges for the full amount you consumed from the grid. Those TDU charges are pass through charges from your local regulated utility.

The right contact depends on your question:

• Your solar installer can help with equipment, installation, system performance, and warranties.
• Infuse Energy can help with billing, Solar Buyback credits, and your electricity plan.
• Your TDU can help with interconnection, distributed generation, and electric meter-related questions.

Signing up is easy! Enter your ZIP code in the Enter Zip Code field at the top of our website (next to Find Rates) then click the search icon to view plans available in your area.

Once you've selected a plan, follow the online enrollment steps to complete your signup.

If you'd prefer assistance, contact our Customer Care team.

Yes. During enrollment, we may use your Social Security Number (SSN) to perform a credit check through Equifax and determine whether a deposit is required for service. Your information is transmitted securely and used for enrollment and deposit evaluation purposes.

If a deposit is required, you'll be notified during the enrollment process and provided with information about your available options. To help protect your privacy, Infuse Energy does not retain your full SSN after the credit check is completed.

In most cases, no. Once you enroll with Infuse Energy, we'll coordinate the switch on your behalf and handle the necessary market notifications to complete your enrollment.

Before switching, we recommend reviewing your current provider's Terms of Service or contract documents to determine whether you are subject to an early termination fee or other contractual obligations. If you're currently under a fixed-term contract, Texas rules generally allow you to switch providers without an early termination fee when the switch is scheduled no earlier than 14 days before your contract expiration date.

Our goal is to make your transition to Infuse Energy as smooth and hassle-free as possible.

Yes. Switching to Infuse Energy will not change the way electricity is delivered to your home or business.

Your local Transmission and Distribution Utility will continue to:

• Deliver electricity to your location
• Maintain the poles, wires, and meters in your area
• Read your meter
• Respond to and restore outages

The same power lines and electric infrastructure that serve your location today will continue to serve you after you switch.

The only change is that Infuse Energy will become your retail electric provider and will handle your electricity supply, billing, and customer service.

No. Infuse Energy does not charge a fee to switch your electric service from another retail electric provider.

In some situations, your local Transmission and Distribution Utility may assess a fee for special service requests, such as a requested service start date or expedited service. If applicable, those charges are determined by the TDU and will appear on your bill as pass-through charges.

Infuse Energy offers a variety of electricity plans designed to meet different customer needs, including:

Fixed Rate Plans

With a fixed-rate plan, the energy charge in your contract remains the same for the length of your agreement. Fixed-rate plans provide price stability and help make your monthly energy costs more predictable.

Your electricity bill also includes charges from your local Transmission and Distribution Utility (TDU), which is responsible for maintaining power lines, poles, and meters, as well as certain taxes and regulatory charges. These charges are approved by applicable regulatory authorities and may change during your contract term. Any changes to TDU charges or other authorized pass-through charges may increase or decrease your total bill.

Variable Rate Plans

Variable-rate plans do not require a long-term contract, and the energy charge may change from one billing period to the next. While your rate remains the same throughout a billing cycle, it may increase or decrease at the beginning of a future billing period based on market conditions and other factors.

To view a history of our variable rates, please click here.

Green Plans

Green Energy plans support renewable energy generation through the purchase of Renewable Energy Credits (RECs). A REC represents proof that one megawatt-hour (MWh) of electricity was generated from an eligible renewable energy resource, such as wind, solar, hydroelectric, geothermal, or biomass.

For customers enrolled in a Green Energy plan, Infuse Energy purchases enough RECs to match the renewable content specified in the plan. Because all electricity delivered through the Texas power grid is combined before reaching homes and businesses, it is not possible to determine the exact source of the electricity delivered to a specific location. However, purchasing RECs helps promote renewable energy development and supports continued investment in clean energy resources.

By choosing a Green Energy plan, you help support renewable energy generation and contribute to a cleaner energy future.

Please review the Electricity Facts Label (EFL) for complete plan details, pricing, and terms.

The Electricity Facts Label (EFL) is an important document that summarizes the key details of your electricity plan in a standardized format. It is designed to help you understand and compare electricity offers.

Your agreement with Infuse Energy consists of three primary documents:

• Electricity Facts Label (EFL)
• Terms of Service (TOS)
• Your Rights as a Customer (YRAC)

The EFL provides information such as:

• Energy pricing and charges
• Contract term length
• Early Termination Fee, if applicable
• Renewable energy content
• Average price information at various usage levels
• Fuel mix and emissions disclosures
• Other plan-specific details

We encourage all customers to review the EFL before enrolling so they fully understand the features, pricing, and terms associated with their selected plan.

If you have questions about your EFL or need help understanding any part of it, please contact our Customer Care team and we'll be happy to help.

The Terms of Service (TOS) for each plan are available during the shopping and enrollment process and should be reviewed before you enroll.

After you enroll with Infuse Energy, you'll receive a copy of the Terms of Service for your selected plan. Existing customers can also view their current Terms of Service by logging in to their online account and visiting the Plan Information section.

If you have questions about your Terms of Service or need assistance locating them, please contact Customer Care.

Your service start date depends on whether you're moving to a new address or switching from another electricity provider.

• Standard Switch: Select this option if you're switching from your current provider and do not need service to begin on a specific date. Your switch will be scheduled according to ERCOT and utility timelines, and service will continue without interruption.
• Self-Selected Switch: Select this option if you're switching providers and would like service to begin on a specific date. Requested dates are subject to market and utility requirements.
• Move-In: Select this option if you're starting new service at an address where you do not currently have electricity in your name. During enrollment, you can choose your preferred service start date, subject to utility processing requirements.
• Priority Move-In: Select this option if you need service established as quickly as possible. Additional fees may apply, and requested completion times cannot be guaranteed.

Certain service requests, including Self-Selected Switches and Move-Ins, may be subject to charges from your local Transmission and Distribution Utility (TDU). Any applicable TDU charges will be reflected on your bill.

It depends on the type of plan you're enrolled in.

• Fixed-Rate Plans: Your Infuse Energy energy charge (the rate you pay per kWh) remains the same throughout your contract term.
• Variable-Rate Plans: Your energy charge may increase or decrease from one billing period to the next based on market conditions and other factors.

Even on a fixed-rate plan, your total bill may change due to factors such as:

• Changes in your electricity usage
• Changes in Transmission and Distribution Utility (TDU) charges
• Taxes and regulatory fees
• Applicable plan fees or credits

If you have questions about the charges on your bill or would like help understanding your rate, please contact our Customer Care team.

Your electric service will not automatically end when your contract expires.

Before your contract expiration date, Infuse Energy will provide information about your renewal options, including any available plans and pricing. At that time, you may choose to enroll in a new plan that best fits your needs.

If you do not select a new plan, your service will continue in accordance with the terms of your renewal notice, Terms of Service, and applicable regulations.

We encourage you to review your renewal options carefully and contact our Customer Care team if you have any questions or would like assistance selecting a new plan.

We understand that price is important, and while we may not always be able to match a competitor's rate, many customers continue to choose Infuse Energy because they value more than just price, including:

• Friendly, knowledgeable Customer Care
• Fast response times
• Accurate and transparent billing
• Timely issue resolution
• A straightforward customer experience

If you're considering switching providers, we'd welcome the opportunity to learn more about your experience and see if there's anything we can do to better meet your needs. Whether your concern is pricing, billing, service, or something else, our Customer Care team would be happy to discuss your options.

During enrollment, a credit review is performed to determine whether a deposit is required. For residential customers, the current deposit amount is $350. Commercial deposit requirements vary based on factors such as anticipated usage and credit history.

If a deposit is required, it must be paid before enrollment can be completed. Deposits may be paid by credit or debit card.

Some customers may qualify for a deposit waiver under applicable Texas regulations, including customers who:

• Provide an acceptable letter of credit
• Are 65 years of age or older
• Are certified victims of family violence
• Are medically indigent

In some cases, a guarantor may be accepted in lieu of a deposit.

For residential customers, the deposit and any applicable interest are generally credited to the account after 12 consecutive months of on-time payments and compliance with the Terms of Service. For commercial customers, deposits are generally credited after 24 consecutive months of on-time payments and compliance with the Terms of Service.

If service with Infuse Energy is discontinued, any remaining deposit balance and applicable interest will generally be refunded within 30 days after final charges have been calculated and any outstanding balances have been satisfied.

It depends on the type of plan you're enrolled in.

• Variable-rate (month-to-month) plans generally do not include an Early Termination Fee (ETF).
• Fixed-rate plans may include an Early Termination Fee if service is canceled before the contract expiration date.

Any applicable Early Termination Fee and other plan details can be found in your Electricity Facts Label (EFL) and Terms of Service (TOS).

Texas customers may switch to another retail electric provider without an Early Termination Fee when the switch is completed no earlier than 14 days before the contract expiration date.

You may renew your Infuse Energy plan up to 45 days before your current contract expires without incurring an Early Termination Fee.

To help you prepare for your contract expiration, Infuse Energy will send three renewal notices before your contract expires. These notices include important information about your renewal, including instructions for reviewing your available plan options, pricing, and contract terms.

You may choose to renew your current term length or select a different plan that better fits your needs. Please note that energy prices change over time, so available renewal rates may differ from the rate on your current plan.

If you do not select a new plan before your contract expires, your service will continue in accordance with the terms described in your renewal notice and Terms of Service.

If you'd like assistance reviewing your renewal options, please contact our Customer Care team.

Your new renewal plan will become effective on your contract expiration date if that date coincides with your scheduled meter read date.

If your contract expiration date falls between meter read dates, the renewal plan will become effective on the next scheduled meter read date following your contract expiration.

You will receive multiple renewal notices before your contract expires, giving you time to review your options and select the plan that best fits your needs. If you have questions about your renewal date or available renewal plans, please contact our Customer Care team.

The steps depend on why the Switch Hold was placed.

1. If the Switch Hold Is Due to an Outstanding Balance with a Previous Retail Electric Provider (REP)

A Switch Hold may be placed if there is an unpaid balance with a previous electricity provider.

To remove the hold:

1. Pay the outstanding balance owed to the previous provider.
2. The previous provider will then begin the process of having the hold removed.

Once the hold has been removed, your enrollment with Revolution Energy can proceed.

2. If the Switch Hold Is Due to Meter Tampering

A Transmission and Distribution Utility (TDU) may place a Switch Hold if meter tampering or unauthorized use of electricity is identified at the service location.

To remove the hold:

1. Resolve any charges or requirements related to the meter tampering investigation.
2. Once the matter has been resolved, the process to remove the hold can begin.

Your current provider or TDU can provide additional information regarding the specific requirements.

3. If You Are a New Occupant and Are Not Responsible for the Previous Customer's Charges

Texas regulations allow a new occupant to request removal of a Switch Hold by demonstrating that they are not responsible for the previous customer's debt.

To begin the process, complete a New Occupant Statement (English) (Spanish) and provide one of the following supporting documents:

• A utility bill in your name from a different service address, dated within the last two months.

Acceptable utility bills include:

• Natural gas or propane
• Water or sewer
• Electricity
• Cable or internet (Cell phone bills are not accepted.)
• A current, signed lease agreement that includes:
• The service address
• Tenant and landlord/property manager names
• Signature pages signed by all required parties
• Effective lease dates

Note: The lease start date must be after the date the Switch Hold was placed, and all required signatures must be present.

• A notarized landlord affidavit.
• Closing documents showing ownership transferred after the Switch Hold was placed, such as:
• A signed closing statement; or
• A recorded deed showing the property address.
• A certificate of occupancy showing new occupancy after the Switch Hold was placed.
• Other comparable documentation demonstrating that you are the new occupant and are not responsible for the previous customer's charges.

Once the required documentation is received, Revolution Energy can submit the information to the applicable parties for review.

To begin this process, please contact our Customer Care team. We'll be happy to explain the requirements and assist with submitting the necessary documentation.

If you enrolled with Infuse Energy and would like to cancel your service request, please contact our Customer Care team as soon as possible.

If you are switching from another retail electric provider, Texas regulations generally allow you to cancel your enrollment without penalty within three federal business days of receiving your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC) documents.

If more than three federal business days have passed, you may still be able to cancel your enrollment. Depending on the circumstances and plan selected, additional terms or fees may apply. Please review your TOS and EFL for details.

Please note that the three-business-day right of rescission does not apply to move-in enrollments. If you enrolled as part of a move-in request and wish to cancel contact our Customer Care team as soon as possible. You may be responsible for any applicable charges incurred while service was provided to the premises, and if you enrolled in a plan that includes an Early Termination Fee (ETF), that fee may also apply depending on the circumstances of the cancellation and the terms of your plan.

Yes. If you own or manage multiple properties, you can add an additional service address to your existing online account.

To add a new service address:

1. Log in to your online account.
2. Navigate to the Plan Information.
3. Select Add Service Address.
4. Follow the prompts to complete the enrollment.

Once the additional service address has been added, you can easily switch between properties using the service address selector within your online account.

If you need assistance adding a service address or enrolling service at another property, please contact our Customer Care team and we'll be happy to help.

Deregulation introduced competition into the Texas electricity market, giving many customers the ability to choose their retail electric provider instead of purchasing electricity from a single utility company.

Before deregulation, customers generally had only one electricity provider option based on where they lived. Today, customers in eligible areas of Texas can shop for and select the Retail Electric Provider (REP) that best fits their needs.

While you can choose your electricity provider, your local Transmission and Distribution Utility (TDU) continues to:

• Deliver electricity to your home or business
• Maintain the poles, wires, and meters
• Restore power during outages
• Read your meter

Your Retail Electric Provider, such as Infuse Energy, is responsible for services such as:

• Electricity supply
• Billing Customer service
• Plan offerings

No matter which provider you choose, your local TDU continues to deliver electricity and maintain the electric infrastructure serving your location.

To see whether service is available in your area, enter your ZIP code using the Find Rates tool on our website.

No. Enrolling with Infuse Energy does not require new wires, new equipment, or a new meter in most situations.

Your local Transmission and Distribution Utility (TDU) will continue to deliver electricity to your home or business using the same poles, wires, and meter that serve your location today. The only change is that Infuse Energy becomes your retail electric provider and handles your electricity supply, billing, and customer service.

In certain circumstances, such as participation in specialized programs or service upgrades requested by the customer or required by the TDU, additional equipment may be needed. However, simply switching to Infuse Energy does not require any changes to your existing electric service setup.

If you have questions about your meter or service location, please contact our Customer Care team.

The answer depends on the type of meter installed at your location.

Advanced (Smart) Meters display usage information digitally and are generally easy to read. You can also access detailed meter and usage information by creating an account with Smart Meter Texas.

Traditional Analog Meters use a series of dials to record electricity usage.

If you have questions about your meter readings, electricity usage, or information shown on your bill, please contact our Customer Care team and we'll be happy to help.

A meter reading is a measurement of the amount of electricity used at your home or business.

Your local Transmission and Distribution Utility (TDU) records meter readings on a regular schedule and provides that information to Infuse Energy for billing purposes.

To determine your electricity usage for a billing period, the TDU compares the beginning meter reading to the ending meter reading. The difference between those readings represents the amount of electricity used during that period and is measured in kilowatt-hours (kWh).

You'll find your meter readings and usage information on your monthly bill.

If you have questions about your meter readings or electricity usage, please contact our Customer Care team.

The Texas electricity market uses a lot of industry terms and acronyms. Here are some of the most common ones you may see on your bill, contract documents, or our website.

General Electricity Terms

kWh (Kilowatt-hour)
The standard unit used to measure electricity consumption. Your monthly electricity usage is measured in kWh.

kW (Kilowatt)
A measure of electricity demand, or the amount of electricity being used at a specific point in time.

Demand Charge
A charge based on the highest level of electricity demand during a billing period. Demand charges generally apply to certain commercial accounts and typically do not apply to residential customers.

Common Charges

Energy Charge
The charge for the electricity you consume, typically calculated using your usage (kWh) and your plan's energy rate.

Base Charge
A recurring monthly charge that may apply regardless of how much electricity you use.

Late Payment Fee
A fee that may be assessed when a past-due balance is not paid by the due date shown on your bill.

Organizations and Market Participants

REP (Retail Electric Provider)
A company that sells electricity plans to customers and handles billing and customer service. Revolution Energy is a REP.

TDU (Transmission and Distribution Utility)
The local utility company responsible for delivering electricity, maintaining poles and wires, reading meters, and restoring power outages. Examples include Oncor, CenterPoint Energy, AEP Texas, and TNMP.

ERCOT (Electric Reliability Council of Texas)
The organization responsible for managing the flow of electricity across most of Texas and coordinating the state's electric grid.

PUCT (Public Utility Commission of Texas)
The state agency that regulates the Texas electric market and protects consumers.

Account and Service Terms

ESI ID (Electric Service Identifier)
A unique number assigned to a specific electric service location and meter.

Switch Hold

A restriction that may prevent a customer from changing electricity providers until certain requirements have been satisfied.

Advanced Meter (Smart Meter)

A digital meter that automatically records and communicates electricity usage information.

Contract Documents

EFL (Electricity Facts Label)

A standardized document that summarizes the key features of an electricity plan, including pricing, contract length, renewable energy content, fees, and other important details.

TOS (Terms of Service)

The document that outlines the terms and conditions of your electricity service agreement.

YRAC (Your Rights as a Customer)

A document that explains your rights and protections as a Texas electricity customer.

Together, the EFL, TOS, and YRAC make up the primary documents governing your electricity service agreement.

If you don't see a term you're looking for, please contact our Customer Care team and we'll be happy to help.

If your power goes out, please contact your local Transmission and Distribution Utility (TDU) directly. TDUs are responsible for maintaining power lines, poles, meters, and restoring service during outages.

While Infuse Energy supplies your electricity, your local TDU owns and maintains the electrical infrastructure that delivers power to your home or business. Because of this, they are the fastest and most appropriate point of contact for outage reporting and restoration updates.

Want outage updates sent directly to you? Most TDUs offer outage alert programs by text, email, or phone. Click your TDU's name below to learn more and sign up.

You can find your TDU listed on your electricity bill or use the contact information below:

AEP Texas North and AEP Texas Central: (866) 223-8508

CenterPoint Energy: (800) 332-7143

Oncor Electric Delivery: (888) 313-4747

Texas-New Mexico Power: (888) 866-7456

For life-threatening emergencies or downed power lines, call 911 immediately and then contact your local TDU.

If you or someone in your household relies on electrically powered medical equipment or has a medical condition that makes continuous electric service especially important, please contact our Customer Care team as soon as possible.

We can provide information about the Critical Care Residential Customer and Chronic Condition Residential Customer designation programs administered by your local Transmission and Distribution Utility (TDU), including eligibility requirements and the forms that may need to be completed by a physician.

You can also visit our Bill & Support page for additional information about available customer assistance resources.

Please note that these designations do not guarantee uninterrupted electric service during outages. Customers who depend on electricity for life-sustaining medical equipment should always have an emergency preparedness plan and backup power arrangements in place.

If you have any questions our Customer Care team will be happy to assist you.

Infuse Energy purchases electricity generated from a variety of sources, including:

• Natural gas
• Wind
• Solar
• Nuclear
• Coal
• Other resources available within the Texas electric grid

Because electricity delivered through the grid comes from many generation sources operating at the same time, the electricity serving your home or business is supplied through the interconnected Texas electric system managed by ERCOT.

For information about the renewable energy content associated with your plan including statewide average, please review your Electricity Facts Label (EFL) or contact our Customer Care team.

There are several reasons why your electric service may be interrupted.

Past-Due Account Balance

If your account has a past-due balance that remains unpaid after the required notice period, service may be disconnected for non-payment in accordance with applicable regulations. Before a disconnection occurs, Infuse Energy will provide the required notices, including information about the amount due and the scheduled disconnection date.

If your service has been disconnected for non-payment, please contact our Customer Care team as soon as possible. We can review your account, discuss available payment options, and explain the steps required to restore service.

You can also visit our Bill & Support page for information about payment assistance programs, deferred payment plans, and other resources that may be available.

Power Outage

Your service may also be interrupted due to a power outage, severe weather, equipment failure, or other issues affecting the electric grid.

If you believe your outage is not related to a past-due balance, please contact your local Transmission and Distribution Utility (TDU) to report the outage and obtain restoration information.

If you're unsure why your power is out, please contact Infuse Energy Customer Care and we'll be happy to help determine the cause and discuss your available options.

The steps for restoring service depend on the reason your power was disconnected.

If your service was disconnected for non-payment:

• Contact Infuse Energy Customer Care as soon as possible.
• In many cases, service can be restored after any required payment obligations have been satisfied.
• Depending on your circumstances, you may also be eligible for a payment arrangement or deferred payment plan. For more information, visit our Bill & Support page or speak with a Customer Care representative.

If your service is interrupted due to a power outage or another issue affecting the electric grid:

• Contact your local Transmission and Distribution Utility (TDU) to report the outage and obtain restoration updates.
• Outage restoration is managed by the TDU and cannot be expedited by Infuse Energy.

Once a reconnection order has been issued, restoration times vary based on the type of meter at your location:

• Smart Meter (Advanced Meter): Service is often restored within a few hours, although restoration times may vary.
• Traditional Analog Meter: Reconnection may take 24 to 48 hours, depending on technician availability and the TDU's workload.

If you have questions about the status of your service or what is needed to restore power, please contact our Customer Care team and we'll be happy to assist you.

Yes. Infuse Energy offers Green Energy options for customers who want to support renewable energy generation. Eligible plans can be identified during the enrollment process.

Green or renewable energy is electricity generated from naturally replenishing resources such as:

• Wind
• Solar
• Hydroelectric
• Geothermal
• Biomass

When you enroll in a qualifying Green Energy plan, Infuse Energy purchases Renewable Energy Credits (RECs) associated with renewable energy generation. RECs help support the production of renewable energy and allow customers to match their electricity usage with renewable energy generated on the electric grid.

Additional information about the renewable energy content of your plan can be found in your Electricity Facts Label (EFL).

If you have questions about our Green Energy options or would like help selecting a plan, please contact our Customer Care team.

Sharing Infuse Energy with friends and family can pay off!

After enrolling, you'll receive a unique referral code that you can share with others. If a friend uses your referral code to enroll in an eligible True Blue Infusion or Lean Green Infusion plan, both of you will receive a $25 bill credit as our way of saying, “thank you.”

Program details:

• Each customer receives a unique referral code after enrollment.
• The referred customer must enroll in an eligible plan using the referral code.
• Both the referring customer and the new customer will receive a $25 bill credit.
• The referred customer's bill credit will be applied on their sixth invoice.

If you've misplaced your referral code or have questions about the program, please contact our Customer Care team and we'll be happy to help.

If you are moving out of your home or apartment, the easiest way to schedule your move-out is through your online account.

1. Log in to your online account.
2. Select Plan Information.
3. Choose Terminate or Move Service.
4. Follow the prompts to submit your move-out request and preferred move-out date.

If you're moving to a new address and would like to continue service with Infuse Energy, you can also use the same process to transfer service to your new location.

If you are unable to submit your request online, please contact our Customer Care team for assistance.

Please note that Early Termination Fees generally do not apply when you move from your service address. To process your move-out request, we may ask for documentation verifying the move, such as a lease agreement, closing documents, or other proof of occupancy at a new address.

You can view our historical month-to-month rates by clicking here.

To find the rates you're looking for:

1. Select the plan.
2. Select your TDU
3. Choose either Residential or Commercial service.
4. Click Submit to view the available rate history.

<p>Yes. However, if you are currently enrolled in a fixed-term contract, changing plans before your contract expires may result in an early termination fee, as outlined in your Electricity Facts Label (EFL) and Terms of Service.</p>
<p>Before making a change, we recommend reviewing your contract documents or <a href="/contact/">contacting our Customer Care team</a> to understand any applicable fees and available plan options.</p>
<p>We're always happy to help you find a plan that best fits your needs.</p>

Your Infuse Energy online account gives you convenient access to your account information and self-service tools. Through your account, you can:

• View your account balance
• Make payments online
• View and download current and past invoices
• Review billing history
• Enroll in or manage AutoPay
• Manage Paperless Billing preferences
• Update payment and contact information
• Access account details and important account notifications

Managing your account online is the fastest and easiest way to access account information and make changes to your service.

Setting up your online account is easy.

1. Click Account Login at the top of our website.
2. Select Haven't Set a Password Yet?
3. Enter the email address associated with your Infuse Energy account.
4. Follow the instructions sent to your email to create your password and access your account.