Frequently Asked Questions

COMMUNITY SOLAR ENROLLMENTS:

Community Solar Capacity and Market Information

What is my Community Solar “subscription”? Do I pay a monthly fee?

We know that when you hear the word “subscription,” you tend to think of Netflix, the gym, or any other recurring payment you might make. This works differently, as it doesn’t require an upfront cost.   

With community solar, the “subscription fee” is the amount paid to the solar farm on your behalf for the credits you receive, minus the noted discount. (For example, 10% for Open customers in Illinois and 20% for LMI.)  

What are the different types of billing methods? 

Dual Billing (CO, ME, MD, MA, MN, NY (O&R and Central Hudson), RI, DC): Dual Billing means customers will receive two bills: One from their utility with solar credits, and another from the community solar provider for those credits at a discount.  

Utility Bill: After connecting to a designated solar farm, residents receive a utility bill with solar credits applied. Residents are responsible for paying any remaining balance directly to the utility.  

Community Solar Bill: Residents also receive a bill from their provider (Arcadia, etc.) for their solar credits, which are offered at a discounted rate.    

Utility Consolidated Billing (UCB) (IL, NY, NJ, VA): Through Utility Consolidated Billing (UCB), the community solar program is integrated with residents’ existing utility bills, maintaining their usual payment process. 

What types of payment options are accepted in Dual Billing markets?

Generally speaking, dual billing customers are able to pay with either credit card or ACH unless otherwise noted here and/or in their Product Card descriptions on ThinkEnergy.com. Our aim is to offer as many options as possible, so be aware that utilities may include separate products with the same discount, but different payment options (ie. ACH only or Credit Card only). 

AUTOSAVE ENROLLMENT:

How does enrollment work?

Customers visit ThinkEnergy.com and complete a standard enrollment. They’ll sign an AutoSave agreement authorizing Think Energy to manage supply changes. 

Is there a fee to enroll in AutoSave?

No. Enrollment is completely free. 

Can current Think Energy customers switch to AutoSave?

Yes, in two ways:

• Cancel and re-enroll under AutoSave

• Switch at the end of their current contract term 

Can an AutoSave customer opt out and stay with Think Energy?

Yes. They can switch to a fixed-rate plan at any time by calling 1-888-923-3633 or emailing care@thinkenergy.com. 

Can an AutoSave customer switch to a fixed rate?

Yes. They can switch to a fixed-rate plan anytime by contacting Think Energy customer care. 

Do customers need to renew AutoSave annually?

No. AutoSave continues until the customer cancels or changes plans. 

Can AutoSave customers be automatically placed on Community Solar?

No. AutoSave and Community Solar are separate programs. 

Service & Supply 

Do customers always receive energy from Think Energy?

Not always. AutoSave enrolls customers with the lower-rate supplier—Think Energy or the utility. 

When will new AutoSave customers begin supply?

Supply changes will begin in late May, with the first group of Think Energy-supplied AutoSave customers expected to flow in June. 

How long does it take for supply to switch?

Rate changes can take 1–2 billing cycles to take effect. 

If I have budget billing or HEAP, can I join AutoSave?

Customers should check with their utility to confirm that switching suppliers won’t affect their benefits. 

What will appear on the customer’s bill?

Think Energy will be listed as the energy supplier when applicable. 

Will there be a customer portal?

No. Customers will receive email notifications when their supply changes. 

LOW TO MEDIUM INCOME CUSTOMERS:

What are LMI benefits and what do they have to do with community solar?

LMI benefits consist of programs and resources designed to help individuals and families who fall within specific income limits. They can include housing, food, or financial assistance. 

Some states have created incentive programs to provide funding for community solar projects that subscribe low-income customers. Other states even require a certain percentage of a community solar project to specifically serve low-income subscribers or low-income-serving organizations. If a customer provides proof of LMI documentation for one of these programs, they may be eligible for additional discounts on community solar. 

How do I know if my customers are eligible for these benefits?

Specific LMI benefits and eligibility requirements can vary significantly between states and even within counties or cities. Each state-specific training includes a running list of our markets' applicable programs.

Is there a list of eligible programs?

There sure is. Eligibility differs from market to market, so we've include the specific programs in each state here.

How do customers submit their LMI documentation?

The fastest and easiest way to submit LMI documentation is through the form capture field during enrollment. If qualified customers are unable to provide their documentation at that time, they can at anytime after enrollment through this form or by emailing careteam@thinkcommunitysolar.com. Once we receive their submission, we'll either update their accounts or request more information -- a process that takes 2-3 business days. 

What if customers do not submit their LMI documentation at the time of enrollment?

If LMI documentation is submitted after 30 days from enrollment, points and/or commissions will not be adjusted. This aligns with existing business rules regarding market data like usage, where bands/tiers are determined by utility-provided data.

The same goes for CAB payments, which are not adjusted retroactively when LMI documentation is provided after the initial enrollment or usage data assignment. For example, if solar customers later submit LMI documentation, after 30 days from enrollment, their CAB payments will not be adjusted or "trued up." This approach ensures consistency and fairness in how points and commissions are calculated, and avoids complications from retroactive adjustments.

What are the requirements for LMI documentation?

To qualify for LMI-based community solar programs, customers must submit proof of their participation in an eligible LMI program. The submitted documentation must meet the following criteria: 

The customer’s name on the LMI proof document must match the name on the enrollment and utility bill.

Exceptions:  

If the benefit is for the customer's child (who still resides at the enrolling residence), the child's last name on the proof document must match the customer’s last name on the utility bill/enrollment.

If the proof document lists the customer’s spouse’s name while the customer is listed on the bill/enrollment, this will be accepted. 

The proof document must include a date within 12 months of the enrollment date.

Example: If enrollment is on February 2, 2025, the proof document (such as an award letter, benefit card issue date, or a utility bill reflecting the benefit) must be dated February 2, 2024, or later.

The name of the eligible LMI program must appear on the proof document. 

What if a customer submits a document that is missing some required details?

If one proof document does not contain all the necessary information, the customer must submit additional documents to fill in any missing details. 

Example: If a customer submits a Medicaid award letter that is over 12 months old but contains their name. However, their Medicaid benefit card includes an issue date within 12 months. Since the two documents together meet all the requirements, this submission will be accepted. 

What types of documents can customers submit?

Customers can submit any official documentation that meets the above requirements, including but not limited to: 

A screenshot from a benefits portal (must include a visible program name, logo, or URL indicating the source). 

An award letter from an eligible LMI program. 

A benefit card showing the participant’s name and issue date. 

A current utility bill that reflects the LMI benefit. 

Encourage customers to check that their documents meet all the criteria before submitting to avoid delays in processing. 

HOW DO I BECOME AN INDEPENDENT ENERGY ADVISOR?

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