SmartHub faqs

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Will my account automatically appear in SmartHub?

Not automatically. You will be required to re-register your account in either the SmartHub portal or mobile app.

This process only takes a few minutes. We will have instructions for how to register through either platform after launch day.

Once you are registered, you can take advantage of all the features of SmartHub, including receiving your bill timely online, or you can…

  • Mail your payment
  • Drop off your payment in one of our office locations
  • Call and pay by card using the IVR or with our Customer Service Representative
  • Now offering cash payment option at local retail stores such as Dollar General, Walmart or Walgreens for more information visit VanillaDirect Pay Retailers
How do I sign up for SmartHub? (Web)

Members can sign up for SmartHub via the login page. To create a new online account, click “New User? Sign up to access our Self Service site” on the login page for SmartHub.

You will need to have your account number and email address on hand before starting this process.

On the registration page, type your billing account number, last name or business and email address in the requested fields.

You will receive an email to verify your account. You will then be prompted to change your password.

How do I download the app and sign up for SmartHub? (Mobile)

Visit the Apple App Store or Google Play on your phone or tablet and search for “SmartHub.” Select our free and secure app to begin the download process.

If you have already registered via the web portal, you will be able to log into the app immediately. If you haven’t registered yet, follow the instructions below.

Members can sign up for SmartHub via the login page. To create a new online account, click “Don’t have an account? Register now.” on the login page for SmartHub.

From the registration screen, type your billing account number, last name or business and email address in the requested fields.

You will receive an email to verify your account. You will then be prompted to change your password.

What is the difference between the SmartHub web portal and mobile app?

Both platforms are part of our online account management system for members.

Both the web version and mobile app allow you to securely access their account information, change your personal information, manage notifications, update stored payment methods, view bills and payment history, make payments, and report issues.

The free, secure mobile app is available to download and install on mobile devices and tablets.

Is the mobile app secure?

Yes. All critical information is encrypted in every transaction run and no personal information is stored on your phone or tablet.

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.

I’m being prompted to sign up for paperless billing when I log in. Do I have to sign up or re-register for it?

No. It is provided as an option for your convenience. If you do not sign up for paperless billing in SmartHub, you will continue to receive a monthly bill in your mail.

When we upgraded our systems, those who were previously enrolled in paperless billing were not able to be carried over, so while we understand it’s inconvenient, we do appreciate your understanding of having to enroll again.

You can choose to participate in paperless billing, which sends bill statements to the email address on your account. You will no longer receive a copy of your bill in the mail.

Here’s how to change your preference to participate in paperless billing:

On the website:

  • Click on My Profile
  • Click on Update My Paperless Settings.
  • Choose your paperless preference

On the app:

  • Select Settings
  • Select Paperless Billing
  • Choose your paperless preference
What is Auto Pay and do I need to sign up for it?

Auto Pay allows you to pay your monthly bill through an automated draft from your bank account or credit card at no extra charge. By enrolling in Auto Pay, you authorize us to withdraw funds from your selected account to pay your monthly bill on the due date.

How to sign up on the website:

  • Click on Billing & Payments
  • Click on Auto Pay Program
  • Click on Sign Up for Auto Pay and follow instructions

How to sign up on the app:

  • Select Bill & Pay
  • Select Auto Pay Program and follow instructions