Billing Frequently Asked Questions

How do I view my bill or make a payment online?

Log in to My Account and select view bill or pay now.

 

How do I read my bill?
If you have questions about the items on your bill, please visit our Understanding your bill page.

 

How do I pay my bill?

To pay online, log in to My Account and select pay now. You can also pay over the phone, by mail, or in person.  For additional details see Ways to pay on the Customer Support page.

 

When can I start making payments?

If you have a new account, you can start paying online once you have received your first bill. Your due date is reflected on your bill or you can log in to My Account to view your due date.

 

What types of credit card payments are accepted?

Visa, MasterCard, Discover, and electronic checks are accepted online and over the phone.

 

How can I confirm my payment status?

Log in to My Account and select view payments.

 

When will my payment be processed?

Payments made in person in the lobby will be effective the same business day the payment is made. Payments made online, at an authorized pay station or through our automated voice system will post to your account within 2 business days of scheduling your payment.

 

Can I make a one-time payment from My Account?

Yes.  Log in to My Account and select Pay Now.  Your payment information can be saved for future payments.  

 

What should I do if my payment is rejected?

Log in to My Account and make a payment with a valid Payment Method. If you have an invalid Payment Method on file, update with valid account information. 

 

Can I cancel a scheduled payment?

Log in to My Account and select view payments to cancel a payment with a status of scheduled or pending.

 

What happens if I delete the payment method that was used to set up the payment?

Scheduled payments will be canceled if you delete the payment method that was used to set up the payment.

 

Will I be charged a fee for a rejected or returned payment?

You will be charged a return check fee of $18 if your online payment is returned. There is no fee for a rejected credit card payment.

Does SMUD verify my phone number to ensure that I will receive the text alerts?

Yes. The first time you sign up for text alerts, we'll send a verification text message to your phone with instructions. You'll need to reply "Yes" to register your phone for any subsequent notifications. If your phone has previously received SMUD text alerts and you are only changing or adding an alert, no verification is necessary in most cases. The exception is some financial transaction alerts require a slightly different verification process. For these alerts, you'll need to reply to it with a confirmation code.

 

Does SMUD charge per text message alert?
No. SMUD does not charge for alerts. However, usage rates of your wireless carrier may apply. Please check with your carrier for the terms of your plans.

 

Which wireless carriers deliver SMUD text alerts?

The following wireless carriers are support SMUD alerts: Alltel AWCC, AT&T, Boost Mobile, Cellular One, MetroPCS, Sprint, T-Mobile, U.S. Cellular, Verizon Wireless and Virgin Mobile USA. SMUD retains the right to amend this list at any time.

 

How do I activate text alerts?

Click Manage alerts after you log in to My Account. This webpage with allow you to sign up for alerts.

 

How do I stop text alerts?

If you no longer wish to receive any text alerts from SMUD, simply respond STOP to the most recent text you received. If you are receiving text alerts for more than one or our programs, you will need to click Manage alerts after you log in, and manage your notification preferences there.

Please note: SMUD may still send you important information about your service such as emergency and safety notifications after you opt out of the optional alerts.

 

Why is my text alert in pending status?

Your text alert may be pending because SMUD has not received your opt-in confirmation, your phone number is incorrect, or your phone number is not text enabled.

To receive text alerts, click Manage alerts after you log in to My Account and verify your text enabled phone number or request another confirmation text. Be sure to reply YES, when you receive the text from SMUD.

How do I know if SMUD has my correct email address?

When you sign up for email notifications online, all of the email addresses you provided will be displayed. If you wish to use one of these, please select it. You can also provide a new email address. Update your email address anytime by clicking Manage alerts after you log in to My Account.

 

Does SMUD charge per email alert?
No. SMUD does not charge for email alerts. However, the data rates of your wireless carrier may apply. Please check with your carrier for the terms of your plan.

 

How do I know if an email alert is really from SMUD?

Each email will be clearly marked that is from SMUD. You can also look for the SMUD logo. Additionally, most emails will include a physical address for SMUD and additional contact information such as a phone number. If at any time you are unsure about a text you have received, please contact us.

 

How will my email address be used?

SMUD is strongly committed to protecting customer information. We'll only send emails about your SMUD service or other information you have authorized. Additionally, in accordance with the federal CAN-SPAM Act, we provide the following three components in non-transactional emails that communicate information about SMUD services or programs:

  • Message Identification: Email is clearly marked as being from SMUD.
  • Opt-Out Mechanism: Each email includes an UNSUBSCRIBE and/or EMAIL PREFERENCES link at the bottom.
  • Sender Identification: Each email includes a valid physical address.

 

 

How do I stop email alerts?

If you no longer wish to receive optional email alerts, click on UNSUBSCRIBE at the bottom of an email. You can also change your notification preferences by clicking Manage alerts after you log in to My Account. It may take up to 10 days for your unsubscribe request to take effect. We appreciate your patience during this time period should you receive one or two additional emails.

Please note: SMUD may still send you important information about your service such as emergency and safety notifications after you opt out of the optional alerts.

If I'm on SMUD Electronic Fund Transfer (EFT) program, can I also sign up for paperless billing?

Yes, you can sign up for paperless billing to view your monthly bill.

 

Can I set up automatic payments online?

Yes. Log in to My Account and select Auto Bill Pay in the Billing & Payments menu. Your enrollment will take effect on the next bill cycle.  Please pay any outstanding invoices manually to avoid late charges.

What is SMUD's credit card refund policy?

You may request a refund if you've used your credit card to pay your bill and this has resulted in a duplicate or overpayment on your account. To request a refund, please contact a Customer Service Representative at 888-742-7683 between 7 a.m. and 7 p.m., Monday through Friday.

 

What is SMUD's credit card policy?

  1. SMUD does not give cash refunds for credit card transactions.
  2. We will issue your refund to the credit card originally used for payment.
  3. The amount of your refund depends on how much credit is on your account after any outstanding balance has been paid.
  4. If you paid with a pre-paid credit card, the refund will be credited back to the pre-paid credit card. If you don't have that card anymore, the credit will remain on your account.
  5. We'll process your refund request within 5 business days of your request. However, the actual date that the funds will be credited back to your original credit card depends on your financial institution.

 

What is SMUD's cash and check refund policy?

You may request a refund if your cash or check payment results in a credit balance on your account. To request a refund, please contact a Customer Service Representative at 888-742-7683 between 7 a.m. and 7 p.m., Monday through Friday.

 

If payment was made by electronic or physical check, a 14-day waiting period is required.

How is my personal and financial information kept safe?

We use several methods to ensure that your information is kept safe, including user ID and password, SSL, encryption and automatic sign out. See our Privacy Policy, Terms & Conditions and Browser Support Policy here.

 

Can I use any computer to pay my SMUD bills?

Yes, however, computer security experts advise that you may put your information at risk when you use a public computer for personal business. While we use numerous security measures to protect your personal information on our website, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries and internet cafes. 

 

What if I forget my User ID or password?

If you forget your User ID, visit My Account and select "Forgot User ID."

Password: If you forget your password, visit My Account and click "Forgot password."

 

How do I change my mailing address, phone number or e-mail?

Log in to My Account and select Manage profile.

 

How do I change or delete my payment information?

Log in to My Account and select Payment Methods in the Billing & Payments menu.

Note: Deleting a payment method will unenroll you from Auto Bill Pay and will cancel any scheduled payments with this method.