Deposit Not Paid

A deposit may be required at the time of enrollment. If the deposit is not paid in full, and you are not eligible for deposit relief, your enrollment will remain on hold.

Payment Options:

• By Phone: Call 1-888-351-2169
• Online: To set up your online account, please visit https://myaccount.sfeenergy.com. You’ll need your SFE Energy account number and ESI ID to complete the registration. Once your account is set up, you’ll be able to conveniently pay your deposit through the portal.

Deposit Relief Requested

If you’ve requested deposit relief as a Victim of Family Violence or because you are 65 Years or Older, then your enrollment will be on hold until the required documentation is received.

Victim of family violence

To qualify, you must submit a certification letter or waiver issued within the past 12 months by one of the following:

• Family Violence Center
• Texas Council on Family Violence 
• Treating medical personnel
• Law enforcement personnel 
• Texas district or county attorney’s office 
• Office of the Attorney General 
• Grantee of the Texas Equal Access to Justice Foundation

Note: Police reports, protective orders, or other documents cannot be accepted in place of the required certification or waiver.

Age 65 and Over

To verify your eligibility, please submit clear and legible copies of the following valid, unexpired documents:

• A government-issued photo ID that clearly shows your full name and date of birth.

AND

• A recent electricity bill showing no delinquent balance.

Important: All documents must be current, unaltered, and easy to read. Blurry, cropped, or incomplete images may delay the review process.

Documentation Submission Guidelines

1. Visit https://myaccount.sfeenergy.com and log in or register your account using SFE account number and ESI ID.
2. Navigate to Customer Care > Create Ticket.
3. Select Deposit Waiver as the request type and choose the appropriate Document Type for your upload.
4. Ensure your files meet the following requirements:
   • Accepted formats: PNG, JPEG, PDF, or DOC
   • Images must be high-resolution, uncropped, and fully legible
   • For ID cards, include both front and back sides
   • All documents must be valid and not expired

Processing Time
Submissions are reviewed during regular business hours: Monday to Friday, 9:00 AM – 5:00 PM. Please allow up to 48 hours for a response.

New Occupant Confirmation

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

1. New Occupant Confirmation form – This confirms that you are a new resident at the address where you are requesting to start electricity service. If you are not a new resident, or associated with the Switch Hold occupant, please contact your current electricity provider for assistance. (English) (Spanish)
2. A photocopy of one of the forms of additional documentation listed below.

1. 1. Copy of Current Signed Lease by All Parties
   2. Notarized Affidavit of Landlord
   3. Closing Documents (Closing Statement signed by buyer and seller; Deed filed by county clerk noting street name and house number)
   4. Certificate of Occupancy Indicating New Occupant or
   5. Bill for natural gas/propane, water/sewer, electric, or cable/internet in Customer’s name dated within the last two months from a different Premise (cell phone invoices are not accepted)

Documentation Submission Guidelines

1. Visit https://myaccount.sfeenergy.com and log in or register your account using SFE account number and ESI ID.
2. Navigate to Customer Care > Create Ticket.
3. Select Verification as the request type and choose the appropriate Document Type.
4. Ensure your files meet the following requirements:
   • Accepted formats: PNG, JPEG, PDF, or DOC
   • Images must be high-resolution, uncropped, and fully legible
   • All documents must be valid and not expired

Processing Time
Submissions are reviewed during regular business hours: Monday to Friday, 9:00 AM – 5:00 PM. Please allow up to 48 hours for a response.

Security/Identification Notification

We were not able to verify your identity. Before we can complete your enrollment, we will need a copy of two (2) of the following forms of identification, one (1) of which must be a photo ID: 

• Valid, non-expired state-issued identification card (front and back)
• Driver’s license from the United States (front and back)
• Passport
• Alien Registration card 
• Consulate ID / Matricula Consular
• Texas Concealed Handgun License 
• Social Security card

Documentation Submission Guidelines

1. Visit https://myaccount.sfeenergy.com and log in or register your account using SFE account number and ESI ID.
2. Navigate to Customer Care > Create Ticket.
3. Select Verification as the request type and choose the appropriate Document Type.
4. Ensure your files meet the following requirements:

• • Accepted formats: PNG, JPEG, PDF, or DOC
  • Images must be high-resolution, uncropped, and fully legible
  • For ID cards, include both front and back sides
  • All documents must be valid and not expired

Processing Time
Submissions are reviewed during regular business hours: Monday to Friday, 9:00 AM – 5:00 PM. Please allow up to 48 hours for a response.

Proof of identification not accepted?
If the identification proof you submit does not meet the documentation guidelines above, your enrollment hold release request will be denied. The review timeframe will be reset, and we will need at least 48 hours to process a new request.