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SmartHub® is easy to use and provides you more than just a payment option. It lets you take control of your electricity and account through a personal computer, smartphone or tablet.
You will notice some changes as we transfer to the new system. In March, all customers will receive a paper bill in the mail. When you receive your bill we encourage you to enroll in SmartHub® using your new account number. Once enrolled you will be able to explore the many services and information SmartHub® has to offer. Check out our series of videos to learn more about navigating SmartHub®.
To receive electronic bills going forward, it will be necessary for you to sign up for SmartHub®. Starting in March, receive a one-time $5 credit when you enroll in SmartHub® and sign up for paperless billing.
If you questions or need help getting enrolled please contact us.
We've been communicating with you about our new online system. Customers received a letter with specific instructions regarding re-enrollment in the new system. You may have received one of these letters.
Autopay and E-Bill Customer Letter (yellow)
Autopay Customer Letter (orange)
E-Bill Customer Letter (purple)
Bank Bill Pay Customer Letter (blue)
We also dedicated the latest edition of Between the Lines to SmartHub®
Get started today and see how to access your account from anywhere you are.
This video shows how to install SmartHub on an iOS (iPhone, iPad, etc.) device and create a new account or access an existing one.
View for Android
This video demonstrates how to pay your bill from an iOS (iPhone, iPad, etc.) device.
View for Android View for Web browser
This video shows how to Manage Payment Methods on an iOS (iPhone, iPad, etc.) device.
View for Android View for Web browser
This video shows how to manage Automatic Payments on an iOS (iPhone, iPad, etc.) device.
This video shows how to manage Notifications/Alerts on an iOS (iPhone, iPad, etc.) device.
View for Android
This video demonstrates how to review usage data on an iOS (iPhone, iPad, etc.) device.
This video shows how to report an issue from an iOS (iPhone, iPad, etc.) device.
This video shows how to use the News feature on an iOS (iPhone, iPad, etc.) device.
View a playlist of all the tutorial vidoes for your device below.
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Do you have questions or just need a little extra help enrolling in SmartHub®? Contact us today. You can email us, call Customer Service at (509) 582-2175, or drop by one of our offices during normal business hours, Monday - Friday, 8:30 a.m. to 5:00 p.m. One-on-one personal help is also available by appointment during normal business hours by calling Customer Service at (509) 582-2175 in Kennewick or (509) 786-1841 in Prosser to schedule an appointment.
If you want help enrolling in Auto Pay, you will need to bring your checking or savings account number or a credit card.
1. What is SmartHub®?
SmartHub® is a new online system that offers many features that will improve all aspects of doing business with Benton PUD. Whether through the web, or your smartphone or tablet (Android or iOS), you’ll be able to pay your bill, review past billing and payment history, view your electric usage information, report outages and sign up to receive notifications and alerts via email or text.
2. Why is Benton PUD introducing SmartHub®?
SmartHub® offers more features and conveniences that allow us to “connect” with you in a whole new way. SmartHub is part of a larger software solution, offered by the National Information Solution Cooperative (NISC) that is being implemented to improve our efficiency and lower our operating costs in the future. The new solution integrates customer service, accounting, engineering and operation applications.
NISC is used by nearly 500 utilities serving over 11 million utility customers nationwide. In Washington alone, there are nineteen other utilities, including neighboring utilities including Franklin PUD, Benton REA, Umatilla Electric, and Inland Power & Light, that have implemented SmartHub®.
More information below – see Background on NISC
3. Why should you enroll in SmartHub®?
SmartHub® offers you many benefits including:
When you enroll in SmartHub® and Paperless billing you will receive a $5 credit on your next bill. This offer is for a limited time, and only one discount is available per customer.
4. Why is Benton PUD offering a $5 credit?
Benton PUD is offering a $5 credit when you enroll in SmartHub and sign up for Paperless billing. The incentive is being provided for several reasons:
5. What if I don’t have a computer or smartphone?
You can pay your bill just like you do now - by mail, phone, coming into one of our offices or using one of our pay stations. If you are interested in signing up for Auto Pay, a computer or smartphone is not required - you can follow the easy step by step instructions using our automated phone system, or come into one of our offices and we will be more than happy to assist you.
6. I already receive my bill electronically and I am already on auto pay. Why is it necessary to enroll to continue to receive a paperless bill or to continue to use auto pay?
The decision to upgrade to a new system was taken after very careful analysis. There were several factors that were considered when making the decision to implement a new system:
7. I need help enrolling in SmartHub.
To help you enroll in the new system, we will be offering the following services:
7a. I'm trying to enroll in SmartHub® but I haven't received my March bill yet. What should I do?
Due to the transition to our new online system our bills went out a little bit late this month. We bill almost every work day of the month so if you haven’t received your bill yet you will soon. Your March bill will include your new Benton PUD account number. You will need this account number to enroll in SmartHub®.
If you need help enrolling after you receive your new Benton PUD account number contact us today. You can:
8. Will I receive a new Benton PUD account number?
Yes. Your March bill will include your new Benton PUD account number. You will need this account number to enroll in SmartHub®. For those customers who use their bank bill paying websites to pay their bill, please update your bank site with your new Benton PUD account number.
9. Will my past account information be available?
Some historical account information is being transferred from the former system to SmartHub®. For example, you will be able to see two years’ worth of bill amounts and payment history. PDF images of bills that generate March 2017 forward will be available in SmartHub®.
10. How do I enroll in SmartHub®?
You can use your computer or download an Android or iOS App.
To start the process using your computer, simply go to Enroll/Login to SmartHub under Manage Your Account on our homepage. Click the link for “New User? Sign up to access our Self Service site” and follow the prompts. You will receive a registration email letting you know your registration is complete. To login for the first time, you will need the temporary password from the registration email you received. When enrolling, you will also be asked for a security phrase. The security phrase is required to be set up before a customer can make payments, store or update credit cards/bank accounts or sign up for Auto Pay.
To complete the enrollment process, you’ll need your new Benton PUD account number provided on your March bill, last name on the account and your email address. You’ll also need your mailing 5- digit zip code or amount of your last bill.
To start the process using an Android or iOS app: When you download the app, there are now several local utilities that use SmartHub. As a result, you will need to select Benton PUD as your power service provider from the list provided on the app. Follow the prompts to complete the enrollment process.
11. I am having trouble enrolling in SmartHub®.
Here are a few tips to help you enroll in SmartHub®:
12. I am having trouble logging into SmartHub®. It’s telling me I have an invalid login.
You need to use the same password you created when you set up your account. If you cannot remember the password click on “Can’t access your account” and you will be prompted to request a new password. To request a new password, you will need your Benton PUD account number, last name and email address. You may also contact Customer Service at 509-582-2175 or stop by our office during regular business hours, 8:30 a.m. to 5:00 p.m., Monday through Friday and we will be more than happy to assist you. After five attempts to log in with an incorrect email or password, you will be locked out and will need to contact Customer Service.
13. Who can I contact if I am having difficulty accessing or using SmartHub®?
Customer Service is available during regular business hours, 8:30 a.m. to 5:00 p.m., Monday through Friday at 509-582-2175. We will also be offering one-on-one personal help by appointment. Please call 509-582-2175 (Kennewick) or 509-786-1841 (Prosser) to schedule an appointment. Open houses will be conducted from 4:00 to 6:00 p.m. on Tuesday, March 28 and on Tuesday, April 4 at both offices.
You may also email your questions to us. Describe the situation completely and include your name, address, Benton PUD account number, and e-mail address. We will make every effort to reply to emails within one business day or sooner.
There are also a number of tutorial videos available at SmartHub Tutorials.
14. How do I update my information in SmartHub®?
You manage your SmartHub® profile by going to My Profiles tab. Here you can update your email, password, security phrase, billing address and manage your registered account(s) and Paperless billing settings as well as stored payment account(s).
15. Are my online bill, account information and payment information confidential?
Yes. We have an added layer of security in SmartHub®. You will be asked for a security phrase. The security phrase is required to make payments, store or update credit cards or bank accounts or sign up for Auto Pay.
16. Will my bill look different?
Yes. Benton PUD has a new bill format that is easier to read and contains more information. For more information, go to Understanding Your Bill.
17. How do I make a payment through SmartHub®?
You can make a payment by going to the Billing & Payment tab. (On a smart phone it is the Billing and Pay tab.) You can also make a one-time payment by going to the Pay Now (right upper corner) or go to Pay My Bill Quick Link on the SmartHub® homepage. You will need your new Benton PUD account number on your March bill to make a payment.
18. I am currently enrolled in e-Bill. Will I need to reenroll?
Yes. In March, all customers will receive a paper bill in the mail, meaning that no electronic bills will be mailed. To receive electronic bills going forward, you will need to enroll in SmartHub® and sign up for Paperless billing. To sign up for Paperless billing, select “yes” when asked if you would like to turn off paper bills when you log into SmartHub®.
19. I am currently enrolled in Auto Pay. Will I need to reenroll?
Yes. You will need to enroll in SmartHub® and sign up for Auto Pay. You can sign up by going to the Billing & Payment tab and selecting Auto Pay Program. Here you will enter your bank account or credit card information. You will also be asked for your security phrase.
If you do not have a computer or smart phone, you can enroll in Auto Pay following the prompts when you pay by phone.
20. If I pay electronically, how do I know my payment was received? Will I receive a confirmation number when I make a payment via SmartHub®?
Yes. You will receive a confirmation number after your transaction is recorded. Payment history can be viewed in SmartHub®.
21. I currently pay my bill through my bank. Will I be impacted?
Yes. To ensure your payment transactions are properly applied to your Benton PUD account, you will need to make sure your Benton PUD new account number is updated on your bank’s bill pay website.
22. I use a bill paying service (CheckFree®). Is there anything I should do different?
Yes. To ensure your payment transactions are properly applied to your Benton PUD account, you will need to make sure your new account number is updated.
23. May I use SmartHub® even if I choose to receive a paper bill?
Yes. SmartHub® offers you an easy way to view your bills, payment history and electric usage for the past year.
24. How do I find office and payment locations in SmartHub®?
On your mobile device, tap the map in SmartHub® and you will see the location of the Kennewick and Prosser offices. To get directions, tap the location and an address box comes up. Tap the address box and the map/GPS navigator options appear. Tap on the preferred method and follow the instructions.
25. How can I view my billing history in SmartHub®?
SmartHub® offers several features including the ability to review past billing and payment histories. You can view your billing history by going to the Billing & Payment tab and selecting Billing History or Payment History. About two years’ worth of data will be available in SmartHub®.
26. I am currently enrolled in the Budget Payment plan. Will my plan change?
No. Your current Budget Payment amount will remain the same and will continue to be reevaluated as needed.
27. I have designated a bill due date. Will that change?
No. Your bill date will remain the same.
28. I currently donate to Helping Hands. Will that change?
Thank you for your contribution! You will continue to see your monthly donation on your statement.
29. I have multiple accounts. Can I see them all in SmartHub®?
Yes. You can view your multiple accounts from the SmartHub® home page. Each Benton PUD account includes a hyperlink to other detailed information. The total due of all accounts shows and below it you can select View Bill and Pay Account for each account. To add multiple accounts (which have different customer numbers) you will need to do it on the website rather than through the mobile app.
30. How current is the account information I see in SmartHub®?
Your account information in SmartHub® is shown in real-time. If you keep your website or app open for an extended period of time, you should refresh the page in order to ensure the information is current.
31. How can I view my electric usage?
You can view your usage data to help analyze past and current usage by going to the My Usage tab. Here you can view your past and current usage, compare your usage by hour, day or month or see what your typical (or average) usage is over a selected time period. Your usage data can be downloaded into a desired format for easy review.
32. Why do only a few months of usage show on my mobile app?
If you access either “This year’s usage” or “Last year’s usage” and notice data is missing, this indicates your meter was replaced. To view usage read by either meters, click on the Tool icon (a small cog-shaped icon ) on the upper right corner of the screen. You will then see two meter numbers. Select a meter number and then select the Save icon. The display will automatically update and go back to the previous screen that shows usage history.
33. How do I sign up for notifications?
You can sign up for notifications and alerts by going to Notifications tab. Once there, select notification types (billing, usage, miscellaneous) and then your preferred notification method (text, mobile push, email or phone). If you have multiple Benton PUD accounts, you will need to indicate which account the notification is for.
34. How do I contact Benton PUD if I have questions about my electric service?
You can contact Customer Service directly through SmartHub® by going to the Contact Us tab. Here you can select the reason for the inquiry and identify which account you are inquiring about. We will make every effort to reply to emails within one business day or sooner. We currently do not offer after-hours support.
35. How do I report an outage in SmartHub®?
You can report an outage and view current outages by going to the My Profile tab and selecting Outages. There is also a Report an Outage button on the top right corner of each page in SmartHub®.
36. How do I get the App for my phone?
You can download the app by searching for SmartHub® (not case sensitive but must be all one word) in the Apple Store® or in the Android® Market. If duplicates appear the correct app is provided by our partner, National Information Solutions Cooperative.
37. Do I have to buy the App?
No. The SmartHub® app is free to download and install.
38. Is the App secure?
Yes. All critical information is encrypted in every transaction and no personal information is stored on your mobile device. Mobile devices do however offer you the ability to store your login information for the app 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.
39. Why is Benton PUD going to a new system?
40. Why did Benton PUD choose NISC?
The benefits of the NISC software are many:
Introducing better tools for you...Read More
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Here are the ABC's of what is changing and what remains the same....Read More
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