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SmartHub Frequently Asked Questions

What is SmartHub?

SmartHub is a new, more powerful account management tool that has replaced our E-Bill service on January 29, 2016.

From your web enabled computer or mobile device, you will still be able to pay a bill, submit meter readings, check payment history, access billing statements and set recurring payments like you did with our E-Bill service. Now with SmartHub, the power of data is in your hands. You can view monthly usage, report a power outage, and receive account notifications by text and email or both.

 
 

How do I sign up for SmartHub?

If you are already enrolled in E-Bill, simply enter your current login information and password by clicking on "Manage my Account" on the home page. If you are new to the system, click on "Manage my Account" button on our homepage to create a new account.

 
 

Will my existing E-Bill login work with SmartHub?

Yes. As mentioned above, your existing login credentials will carry forward to SmartHub. However, the first time you login, you will have to review the terms and conditions. Once you accept the terms and conditions, you will then need to create a personal security phrase which you’ll need when you make payments, store or update financial information for future payments, or sign up for Auto Pay.  Be sure to write down and save the security phrase in a safe place in case you need to refer to it later.

 
 

Do I have to change the way I pay my bill in order to use SmartHub?

No.  You can take advantage of all of the features of SmartHub and continue to pay your bill as you once did using E-Bill.

 
 

Will my existing stored credit card and/or checking account information be available in SmartHub?

Yes.  All financial information stored in E-Bill will be available in SmartHub.

 
 

Can I enter a meter reading on the Web or in the App?

Yes.  On the Web, you will select Enter Meter Readings on the Home page under Quick Links.  On the App, you will select the Bill, Pay & Reading icon.  If you have multiple accounts, you will be able to select the correct account and service address.  

 
 

I have multiple accounts. Can I see them all on the Web and in the App?

Yes. The Web home page shows all of your accounts with the amounts due and hyperlinks to other detailed information.  On the App, tap the Bill, Pay & Reading icon.  You will see the total due on all accounts and below that you can select different information by account, such as partial payment option, billing history and payment history. 

 
 

Can I make a payment on multiple accounts?

Yes. On the Web: To pay the total amount owed on all accounts, click the Pay Now button in the upper right corner of the screen, or the Make Payment button on the home page. You can also make a payment to a single account or partial payments to all accounts by clicking on the Billing & Payments button.  It will allow you to check the accounts to be paid and change the amount for each account by clicking on Other Amount.  After entering the amounts to be paid, click the Pay Now button.  

On the App: Tap the Bill, Pay & Reading icon.  If paying the total amount due, tap the Pay button.  If paying a partial payment, tap the Pay Partial Amount, tap on the account and adjust the Pay Amount.

 
 

Can a member view their business account and home account under the same SmartHub session?

Yes. There is a way to tie these separate memberships to the same SmartHub session. After registering one of them in SmartHub, you then can register the other as a new user with the same email and password.  You will then be able to view both accounts in either SmartHub Web or SmartHub Mobile.

 
 

How do I sign up for notifications? What if I want to receive notifications for multiple accounts?

Note:  After signing up for SmartHub, you will automatically receive a monthly e-mail notification when your new bill has been generated.  

At this time you cannot manage your notifications through the Mobile App. In order to change your notifications, you must log into SmartHub on the Web, and click on Notification and Manage Contacts.  E-mail notification was automatically added to your account upon registration, and you will now have the option to add text notification(s) and additional e-mail addresses to your account.  Prior to a new contact becoming active, you will be sent a verification code via text or e-mail that will need to be entered to validate your new contact.

By clicking on Manage Notifications, you can select additional notifications to receive.  If you have multiple accounts, select the Options button to select which accounts you would like to receive the notification for.  

 
 

How current is the account information I see on the Web or in the App?

The information you see on the Web and in the App is as current as the data we have on our systems. However, if you keep your App or the Web version open for an extended period of time, you should refresh the page by selecting a new option in order to ensure the information is still current.

 
 

What is the difference between the Web Version and the Mobile App of SmartHub?

The Web version allows you to register your account(s) to receive notifications through E-Mail and/or text message. The Web has a Profile page available for you to maintain your personal information, password, security pass phrase and stored payment methods.

The Mobile App is a native application that can be downloaded and installed on your compatible mobile phone or tablet device. The Web version is internet accessible from any web enabled device. Both the Web and the App version give you secure access to maintain your account information, view your bills, see payment history, make payments on one or more accounts, report meter readings, and report an outage.  They also allow you to monitor your monthly energy usage in graph format.

 
 

Is my browser supported?

QA Tested:

·         Internet Explorer 9,10,11 (IE 8 deprecation was just announced)

·         Chrome (latest production version)

·         Firefox (latest production version)

Not QA Tested (but should work):

·         Safari

·         Opera

Older browsers won't support newer features:

·         Windows 7 and WinXP – the only options are to upgrade PC or download alternate browser.

 
 

How do I get the Mobile App for my phone?

The App is free to download and install. Just simply look for SmartHub in the Apple Store® (i.e. the App Store) or in the Android® Market (i.e. Google Play).

Search: SmartHub (not case sensitive but must be all one word). If duplicates appear, the correct App is provided by our service partner, National Information Solutions Cooperative (NISC).

 
 

Is my phone or tablet supported?

Apps are supported on the following platforms:

·         IOS 3.1 and above (iPhone and/or iPad)

·         Android 2.1 and above (smartphones or tablets)

 
 

Is the Mobile App secure?

Yes! All critical information is encrypted in every transaction run and no personal information is stored on your mobile device. Mobile devices do offer you the ability to store your login information for Apps installed on the device. If you choose to store your login information, any person who has access to your mobile device can access your account. 

 
 

Can I report an outage on the Web or in the App?

Yes.  On the Web, you will select Report An Outage on the Home page under Quick Links, or under My Profile and Outages.  On the App you will select the Report An Outage icon.  If you have multiple accounts, you will be able to select the correct account and service address.  

Note:  If there is a known outage that you are part of, it will be noted on your outage screen.

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