Enrollment verification is required for all Texas enrollments.
We’ve seen a significant rise in inaccurate and sometimes fraudulent enrollments. These updated enrollment verification holds are intended to protect the business, keep us compliant, prevent bad debt, and make sure real customers get the reliable service they signed up to receive.
FAQs
How does the fraud hold process work?
- All Texas enrollments go into a verification hold queue.
- Every 15 minutes, 24 hours per day, the system automatically clears clean enrollments:
- Only one enrollment per IP address/phone/email
- One or fewer move-ins in the last 6 months
- No recent ERCOT transactions
- Under 75
- Any enrollment not qualifying to automatically clear is flagged for a manual review.
- Flagged enrollments go to a manual review queue. Reviews are conducted during business hours only (Mon-Fri 8am-6pmET).
- Enrolled customers won’t show up in your WebOffice or trigger welcome emails until they’re cleared.
- Customers enrolled after 6pmET on Fridays will be cleared on the next business day, typically Mondays. During this time when the customer account is flagged for manual review, they will not show up for EAs in WebOffice reports.
- Move in requests submitted after 4:00pm ET will not start service until the next business day. If a move in request is submitted after 4:00pm on Friday, the service will not start until Monday.
- For Think Basic plans, there is a mandatory 5-day activation window. Same-day service is not available. It is important that this same-day service is never guaranteed on any rate plan, and is not guaranteed if they make a $300 deposit.
What will EAs see?
If the enrollment clears automatically, you’ll see it in your personal customer report within 15 minutes, but:
- If it’s flagged, you won’t see it until after it’s manually reviewed.
- Enrollments submitted after business hours may be delayed until the next day.
What causes a customer to get flagged?
Here are the most common triggers:
- Multiple customers using the same IP address
- Enrollments using the same phone number or email
- Excessive move-ins (more than one in six months)
- Multiple or recent ERCOT transactions
- Customer 75 years of age or older
- Use of the same credit card for multiple deposits
- An EA paying a deposit on behalf of a customer. This is grounds for immediate termination and EAs must never pay the deposit on behalf of their customer under any circumstances.
Will the customer know they’re on hold?
No. They just won’t receive their welcome email or gain access to their My Account portal until they’ve been cleared.
What if the customer pays a deposit?
Paying a deposit doesn’t guarantee approval.
- Customers who pay a deposit can still be flagged for fraud.
- If flagged, the deposit will be held until the review is complete and refunded if the customer is rejected.
What if a customer doesn’t have a computer or smartphone?
The final verification must be completed by the customer on a device with internet access.
If the customer uses a computer that has also had customer enrollments they will require additional manual review and a phone call will be made to that customer at the number provided.
Customers 75 years of age or older will receive a Welcome Call to verify the enrollment.
What should I tell customers?
Here are some key talking points that will help explain the situation:
- Enrolling customers during business hours can help avoid delays.
- Customers should use their own phone, email, and device — never their EAs.
- Tell customers to be prepared to receive a call from Think Energy Customer Care, and provide them with the phone number, 888-923-3633, so they recognize it if a call comes in.
- If an enrollment doesn’t show up right away, it doesn’t mean it failed — it might just be under review.
What happens next?
Please make sure your team is informed and prepared for delays or questions. If questions arise, EA Support is ready to help.
Are there additional resources that help address these updates?
Yes. We’ve created the below PDFs that you can save or share with your teams. Available in English and Spanish, they include key information about the hold process, common triggers, and best practices to avoid delays.
