SmartHub is now live and has replaced Johnson City Power Board's (JCPB) previous E-Bill online customer service web portal! So, what does that mean for those of you transitioning from E-Bill to SmartHub? The following is a list of Frequently Asked Questions (FAQ) to address your concerns. As always, if there are questions left unanswered by this post, or if there is anything else you would like to address with our staff, feel free to post a comment or contact us directly in person or on the phone at (423) 282-JCPB (5272).
**PLEASE NOTE THAT YOU MAY NEED TO CLEAR YOUR INTERNET BROWSER'S CACHE MEMORY IN ORDER TO VIEW JCPB.COM'S MOST RECENT UPDATE AND TO ACCESS THE SMARTHUB LINKS WITHIN**
SmartHub FAQ:
How do I sign up for SmartHub?
Simply CLICK HERE or visit www.jcpb.com and click on "SmartHub Pay Online" in the green banner at the top of the page. If you already have an E-Bill online account, log in as an existing user and begin to explore all of the wonderful new features in SmartHub. If you do not have an online account yet, sign up as a new user by following the link next to "New User?".
Just as with our E-Bill website, SmartHub requires the last four digits of the primary account holder's Social Security Number (SSN) to be entered correctly along with the corresponding account number to ensure privacy of JCPB customer information. Anyone attempting to sign up for an online account who does not have a SSN on file with JCPB will need to contact our SmartHub customer service advocate directly at SmartHub@jcpb.com or by phone at (423) 952-5191.
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, set up recurring payments and report outages. They also allow you to monitor and manage
your usage by use of graphics and usage markers. The Apps allow you to find and
get directions to office locations, payment drop boxes and payment kiosks using
the map feature on your device.
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 available for you to maintain
your personal information, password, security pass phrase and stored payment
methods.
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)
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.
Simply look for our name in the Apple Store®
or in the Android® Market.
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.\
Please note customers who wish to usethe SmartHub mobile app for their Android or iOS mobile device are
required to sign up for an account through the SmartHub web application
first unless they are existing E-Bill customers.
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.
Yes. The Web home page shows all of your
accounts with the amounts due and hyperlinks to other detailed information. On
the App, tap the Bill and Pay icon. The
total due of all accounts shows and below it you can select different
information by account, such as partial payment option, billing history and
payment history.
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.
Mobile 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.
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.
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.
On the App, tap the Map and you will see all
the office and payment locations available to you. 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.
What is the recommended screen
resolution for SmartHub on the web?
1280 x
1024
What do the color codes
represent on the mobile application My Usage screen?
The colors represent
a visual indication of your usage. Red indicates the highest usage for
the range of days displayed, brown is the second highest, etc. Green
indicates average usage.
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?
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.
Will my existing eBill login work with
SmartHub?
Yes. Your existing login credentials will carry forward to SmartHub.
Will my existing stored
credit card and/or checking account information be available in SmartHub?Yes. Your existing login credentials will carry forward to SmartHub.
Yes. All financial information stored in eBill will be available in SmartHub.
Why
can’t SmartHub confirm my social security number?
If for some reason we do not have your SSN or tax ID
number on file, you will need to call our customer service department (423-952-5272)
to submit your information before SmartHub can access your online account.
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