SmartHub FAQ

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Answers to common questions about SmartHub

SmartHub

Experience hassle-free account management and online payment options that fit your busy lifestyle, from the comfort of your home or on the go, with SmartHub. Smarthub has new features and additions to Truckee Donner PUD’s Ebill online payment system.

How do I sign up for SmartHub?
Click on the SmartHub link on our homepage to create a new account. If you currently have an Ebill account with Truckee Donner Public Utility District you do not need to register as a new user. Use your current username/password to log on to Smarthub.

What is the difference between the Mobile App and the Web Version of SmartHub?
Our Mobile Apps are native Applications 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 Apps and the Web version give you secure access to maintain your account information, view your bills, see payment history, make payments on one or more accounts and set up recurring payments.  They also allow you to monitor and manage your usage with graphics and usage markers.

The Web version allows you to register your accounts to receive notifications for account milestones, such as an approaching or a missed due date.  It also allows you to set usage markers (date range or point in time) to monitor the changes in usage based on events. The Web has a Profile page for you to maintain your personal information, password, security pass phrase and stored payment methods.

Is my phone or tablet supported?
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)

Is there a compatibility issue with IOS 8.0X Safari browser?
Yes. When launching SmartHub Web from the Safari browser with an iOS 8 device, errors are reported upon login or the consumer is unable to navigate within the application. Truckee Donner PUD is working on a resolution with its software provider. In the meantime, there are other ways to access SmartHub:

  • Download and use the SmartHub Mobile app (This is the preferred method for IOS devices)
  • Download the Chrome browser 
  • Use a Microsoft operating system computer to access SmartHub – My Account

We apologize for the inconvenience this has caused and hope to have a resolution soon.

Is the 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.

How do I get the App for my phone?
Simply look for our name in the Apple Store® or in the Android® Market. Search for 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.

Do I have to buy the App?
No. Our App is free to download and install.

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 currently do.

Can I make a payment on multiple accounts?
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.

App: Tap the Bill & Pay gadget.  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.

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

How do I sign up for notifications? What if I want to receive notifications for multiple accounts?
You must log into the Web and click on Notifications.  Select preferred notification method (Text, Mobile Push, Email or Phone) and fill out the appropriate notification information based on your selection.  Click Next to continue, verify the notification parameters and confirm.  If you have multiple accounts, while you are setting the notification it will prompt you to indicate which account the notification is for.

What is the recommended screen resolution for SmartHub on the web? 1280 x 1024