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SmartHub FAQ

Q.  What if I don’t have an email address?

A:  The SmartHub payment system requires an email address for proper identification and processing.  If you don’t have an email address, consider choosing a free email service.

Q:  Which web browser can I use?

A:  SmartHub is supported by Firefox, Chrome, Internet Explorer 9 or higher and Safari browsers.  Having trouble accessing your SmartHub account?  You may need to clean out your cookies.

Q:  Is my phone or tablet supported?

A:  Our Apps are supported on the following platforms:

IOS 3.1 and above (iPhone and/or iPad)
Android 2.1 and above (Smartphones or tablets)

Q.  Is my online electric bill, account information and payment information confidential?

A:  Yes.  The SmartHub website is a secure website.

Q.  Is there a charge for using SmartHub?

A:  No. The SmartHub service is free!

Q:  My email address has changed since I first registered for SmartHub/Ebill.   What do I do?

A:  Log into SmartHub with your old email address and click the “My Profile” tab at the top.  Provide the necessary information and make your changes.

Q:  I’ve lost my password.  How do I retrieve it?

A:  From the SmartHub login page, click “Can’t access your account?”  Enter your account number, name and email address.  Your password will be sent to your email address. 

Q:  How do I get the App for my phone or tablet?

A:  Simply look for SmartHub in the Apple App Store® or in Google Play®.
Search: SmartHub (not case sensitive but must be all one word), if duplicates appear the correct App is provided by our partner, National Information Solutions Cooperative.

Q:  Do I have to buy the App?

A:  No. The SmartHub App is free to download and install.

Q:  Is the App secure?

A:  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.

Q:  What credit cards do you accept?

A:  MEC accepts cards with the Visa, MasterCard and Discover logo for SmartHub payments. 

Q:  When can I pay my electric bill using SmartHub?

A:  The SmartHub payment system is available 24 hours a day.  You can also make multiple payments during the month to your account(s).

Q:  If I enroll in SmartHub, will I still receive a paper copy of my bill?

A:  Yes.  Unless you choose to enroll in MEC’s paperless billing program, you will continue to receive a paper bill each month. 

Q:  When will my payment get posted to my account?

A:  Most payments are posted within minutes of being paid.  Payment posting may be delayed between 9 p.m. and 2 a.m. due to system maintenance.

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

A:  The information you see in the App and in the Web is shown in real-time, so it’s always accurate. 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.

Q:  Can I set up my account for recurring payments on SmartHub?

A:  Yes.  You can save a credit card to your account for Auto Pay and it will debit this card each month for the balance due.  To sign up for this on SmartHub go to “Billing and Payments” tab, click on the “Auto Pay Accounts” link and choose “Sign up for Auto Pay” link for the account you would like to set up.  Complete all of the required fields to enroll in credit card draft.

Please note:  There is also an option to save a credit card for future payments.  This is different than Auto Pay.  This card can be selected if you want to make a one-time payment and the card will be saved for future one-time only manual payments. 

Q:  If I enroll on SmartHub, do I have to pay by SmartHub every month?

A:  No.  You can still pay your bill through other available options.  Payments may be brought to our office, made through our Kiosk or drop box, at any of our off-site drop off locations or mailed using the envelope provided with your bill.  You can also pay your bill by our automated telephone service with Visa, MasterCard or Discover by calling 541-536-2126, Option 8.

Q:  Can I register more than one user ID to view/pay on my account?

A:  No.  The SmartHub payment site only allows one user ID and email address per membership.  You can set up additional email address or phone numbers that you would like to receive billing notifications on a specific account, just click on the “Notifications” tab and select “Manage Notifications”.

Q:  If I receive a “Past Due” notice can I pay my bill with SmartHub?

A:  Yes.  If the payment is received on or before 5:30 p.m. Monday through Thursday on the date prior to disconnect.  Any payment after this time may cause your service to be disconnected and your account to be charged applicable fees.

Q:  In SmartHub web, my tab buttons are not highlighted to indicate what screen I am on and the Utility logo is centered on the page. Why is it displaying this way?

A:  Even though you may be running Internet Explorer 8 or later, some of your websites could be displayed in version 7 compatibility mode. To check this, open Internet Explorer, select Page, and click Compatibility View Settings. Any websites that are listed will display in version 7 compatibility mode. Remove the SmartHub web site from this list.

Q:  Who do I contact for technical difficulties when using SmartHub?

A:  During business hours, 7:00 a.m. – 5:30 p.m. Monday through Thursday, contact any customer service representative at 541-536-2126, Option 3.

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