Gexa Energy Customer Care Number: Fast, Accurate Ways to Reach Support

Primary Customer Care Numbers and Hours

The main Gexa Energy residential customer care number is 866-961-9399 (toll‑free). If you are in the Houston area, the local line commonly published by Gexa is 713-961-9399. These lines route to the same care team for billing questions, plan changes, move‑ins/move‑outs, payments, and account support.

Typical live‑agent hours are Monday–Friday, 7:00 a.m.–8:00 p.m. Central Time, and Saturday, 8:00 a.m.–5:00 p.m. CT. Hours may be shorter on state or federal holidays. Customers who are deaf or hard of hearing can dial 711 to use Texas Relay Service and request connection to Gexa Energy Customer Care at the numbers above. For the most current hours or temporary changes during severe weather events, check gexaenergy.com/contact-us before calling.

Best Times to Call and What to Have Ready

Call volume is usually heaviest on Mondays and the first business day after a holiday, as well as during late afternoons (about 3:00–6:00 p.m. CT). You’ll often reach an agent fastest mid‑morning Tuesday–Thursday. If you’re calling about a pending move‑in or disconnection notice, have your documents ready so the agent can act without delay.

Having precise identifiers handy will speed verification and reduce hold time transfers. In Texas, your service location is identified by an ESI ID (a 17‑digit number beginning with “10”), and your Gexa account number appears on the top of your bill and in MyGexa. The agent may also need your service address exactly as shown on your bill and the last four digits of the SSN or government ID on file for the account holder.

• Your Gexa account number and service address (exact spelling as on the bill)
• ESI ID (17 digits, often listed on your bill or in your online account)
• A current phone number and email on file for two‑factor verification
• For move‑ins: preferred start date, landlord or property manager contact (if applicable), and access notes for meter
• For billing: last payment confirmation number, bank/last 4 digits of card used, and disconnection notice details (date/amount)
• For plan changes: the plan name you want, contract end date, and a copy of the Electricity Facts Label (EFL) you’re reviewing

Outages, Emergencies, and Disconnections

Like all Texas retail electric providers, Gexa does not repair power lines or restore service after storms; your wires company (TDU) handles outages and downed lines. Report outages directly to your TDU for the fastest restoration. You can still call Gexa for billing or payment arrangements, but outage restoration is not managed by your REP.

If you received a disconnection notice, call Gexa immediately at 866-961-9399 to confirm the total amount to avoid interruption and the payment posting method that qualifies (e.g., phone payment vs. mailed check). Texas rules require at least 10 days’ notice before disconnection for non‑payment and prohibit disconnections on weekends or holidays and during certain extreme weather events. Keep your confirmation number and ask the agent whether you need to call back with a receipt to speed reconnection.

• Oncor (DFW and many North/Central Texas areas): 888-313-4747 (24/7)
• CenterPoint Energy (Houston area): 800-332-7143 (24/7)
• AEP Texas (Central/Coastal/West TX): 866-223-8508 (24/7)
• Texas‑New Mexico Power (various communities): 888-866-7456 (24/7)

Moving, Switching, and Same‑Day Service

For a move‑in (new service start), call as early as possible to secure your preferred date, especially at month‑end when volumes spike. In many areas, standard next‑business‑day move‑in is possible if your request is submitted before the TDU’s cutoff (often around 2:00 p.m. CT), and same‑day service may be available for an additional TDU fee if submitted before the same cutoff. Availability varies by TDU and meter access; your agent will confirm the earliest date and any charges that will appear on your first bill.

If you’re switching from another REP at the same address, Texas provides a 3‑business‑day right of rescission after you receive your Terms of Service and EFL. Your switch generally completes after the rescission window or on a future date you select. If you need to keep service uninterrupted during a move‑out/move‑in, ask the agent to coordinate dates to avoid unintended gaps.

For landlords or property managers, Gexa can set up a “vacancy” or “management” arrangement on eligible meters to keep common‑area power active between tenants. Have the tax ID, property list with meter/ESI IDs, and contact authorization ready to speed setup.

Digital Support and Self‑Service Options

Most routine tasks are faster online. Visit gexaenergy.com to log into MyGexa for balance checks, autopay enrollment, paperless billing, plan renewals, usage history by day/hour (for smart meters), and mailing address updates. If you enroll in autopay, confirm whether it begins with your next bill or after a test micro‑deposit; until it shows “Active,” make manual payments to avoid late fees.

Live chat is frequently available within MyGexa during business hours for non‑emergency issues like name changes on the account (authorization required), adding an authorized user, or requesting a payment extension. When using chat, have your account number and verification details ready, and download any transcripts or confirmation numbers before closing the session.

Escalations and Regulatory Contacts

If a complex issue isn’t resolved on your first call, ask the representative to open an escalation ticket and provide the ticket number, the specific action requested, and the promised follow‑up timeframe (e.g., “by 5:00 p.m. CT tomorrow”). Keep any email confirmations and note the agent’s name, date, and time of your call.

For unresolved complaints after working with Gexa, you may contact the Public Utility Commission of Texas (PUCT) at 1-888-782-8477 (TTY 1-800-735-2988) or file online at puc.texas.gov/consumer/complaints. Have your account number, ESI ID, the REP name (Gexa Energy, LP), dates of contact, and any supporting documents ready. For bill‑payment assistance referrals, dial 2‑1‑1 (Texas Health and Human Services) to locate local agencies that administer energy aid programs.

Practical Tips to Get Issues Resolved on the First Call

State your goal up front (“I need same‑day reconnection and will pay by card now; please confirm fees and timing”) and ask the agent to summarize next steps. If you make a payment by phone, request the confirmation number and the exact amount and date posted, and ask whether you need to call back with the receipt to release a hold.

When changing plans, review the Electricity Facts Label for average price at 500/1000/2000 kWh, any base charges, and early termination fees. Confirm your contract end date and whether there is a renewable content requirement you want (Gexa offers multiple 100% renewable options). Always capture a copy of the EFL and Terms of Service sent to your email before ending the call or chat.