Frequently Asked Questions

SmartHub Account & App Support

Thumb Electric Cooperative uses SmartHub to give members easy, secure access to their electric and fiber accounts—anytime, anywhere. Below are answers to common questions to help you get started and make the most of your account.

(FAQs)

Getting Started

  • Click My Account. If you’re already enrolled in E-Bill, use your existing login. New users can follow the prompts to register.

  • Yes. Your current username and password will work in SmartHub.

  • Yes. Credit card and bank account details from E-Bill will carry into SmartHub securely.

App vs. Web Access

  • Both offer full account access. The app is designed for smartphones and tablets with mobile-friendly tools. The web version provides additional customization, like detailed notifications and personal profile settings.

  • Yes. All data is encrypted, and no personal information is stored on your device. Just remember, if you save your login on your phone, anyone with access to it can view your account.

  • Search SmartHub (one word) in the Apple App Store or Google Play. It’s free.

    • App: iOS 3.1+ and Android 2.1+

    • Browsers: Chrome, Firefox, Edge, Safari, and IE 9+ (older versions may not support some features)

  • DOXO is a third-party bill payment service that has caused confusion by using Thumb Electric Cooperative's name without permission, making it appear official. DOXO charges extra fees for processing payments, and TEC cannot control when we receive your payment. This may result in late payments or disconnection.

Billing & Payments

  • Yes. You can view and pay all accounts through the web or app, either in full or partially by selecting the account and entering the desired payment.

  • No. You can continue paying as usual—SmartHub simply adds more options.

  • Yes. Log in to SmartHub on the web, go to My Profile > Update Printed Bill Settings, and toggle paper billing off.

Usage, Metering & Notifications

  • Yes. Both the app and website offer usage graphs, markers, and trends to track energy use over time.

  • Yes. Submit readings from the Enter Meter Reading option online or under Bill, Pay & Reading in the app.

  • On the web, go to Notifications > Manage Contacts to add email/text alerts. Then click Manage Notifications to choose what alerts to receive.

Outages

  • Yes. Use the Report an Outage feature in the app or web. You can select the correct service location and view outage status if known.

  • If your area is already affected by a known outage, it will be displayed on your screen, so you don’t need to re-report it.

Account Details & Navigation

  • Yes. You can view, manage, and pay for all of your TEC accounts from a single SmartHub profile.

  • The data is real-time, but refresh your browser or app screen if it’s been open for a while.

  • Tap Map, then select the address and open GPS directions on your device.

  • Remove SmartHub from your browser's Compatibility View settings to display content properly.

  • For web, we recommend 1280 x 1024 for optimal viewing.

Safety

  • Cybersecurity refers to the practice of protecting systems, networks, and data from digital attacks, unauthorized access, or damage. It is essential to safeguard personal information, maintain privacy, and ensure the smooth operation of both personal and professional activities online. Click here to watch cyber security videos.

  • Electric safety involves protecting yourself from the risks associated with electricity, such as electrical shocks, fires, or equipment malfunctions. It's crucial to follow proper safety guidelines when handling electrical devices to prevent accidents or injuries. Click here for more electric safety resources.

Still Need Help?

Contact our team at 1-800-327-0166 or use our Contact Us page for more assistance.