Here are some common questions that our customers have:
To speed up your enrollment, have your banking information, available. Enrollment will take just a few minutes. From the Edit Your Profile tab, click on the Your Bank Accounts link. Click the Add Bank Account link and complete the required fields.
Once enrolled, you can start making payments as soon as you have a bill due. If you have a new SMUD account, you won’t be able make electronic payments until you receive your first bill.
Yes. Although you have the option to pay your monthly bill online, you can still pay via mail. Just use eBill to view your monthly bill.
Yes, you can sign up for eBill to view your monthly bill. While enrolled in EFT, you will not be able to pay your bill online because it's already being drafted from your bank account. To stop using EFT, just click the Contact Us button or call us at 1-888-742-7683 for residential customers or 1-877-622-7683 for commercial customers.
Yes. But in the future, SMUD plans may offer you the option of not receiving a paper bill.
To cancel your participation in eBill, you need to visit the Edit Your Profile page. There, you should remove any recurring payments and cancel all e-mail notifications.
Scheduled payments will still be processed. If you don’t want this to happen, you should cancel any scheduled payments before canceling your participation.
eBill uses several methods to ensure that your information is secure: They include:
- UserID and Password: Your UserID and password are unique identifiers that only you know. As long as you don't share this information with anyone, no one can view your bills or personal information.
- SSL: eBill uses SSL (secure socket layers), which ensures that your connection and information are secure from outside inspection.
- Encryption: eBill uses 128-bit encryption to make your information unreadable as it passes over the Internet.
- Automatic Sign Out: eBill automatically signs you out of a session if you are inactive for 20 minutes.
Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While SMUD uses 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.
For maximum security you may want to avoid using public computers when enrolling or modifying your personal or banking information.
Once you are on the eBill Pay Home tab, you will see a summary of your most current bills. Click on the Bill Amount to view a detailed copy of your bill. Or, from the Your eBill History tab, click on the "view" link.
Money drawn from checking accounts and money market accounts are accepted for all payments.
Click on the Your eBill History tab to view a list of your most current bills. Select the bills you want to pay and click the Pay Selected Bills button. Choose the amount you want to pay, the date you want to pay your bill and the bank account from which you want to pay, and you're done.
Yes. From the Your eBill History tab, select the most recent bill and click the Pay Selected Bills button. Now, click the Schedule Recurring Payment button. Make the appropriate selections.
For payments made from bank accounts:
To initiate the online payment process, you must select a payment date on the Schedule Payment page. This is the date your payment process will begin.
For your convenience, eBill will alert you to the next available day you may make a payment. "Same Day" payments can only be made before 10 a.m. Pacific Time on business days. If you try to schedule a payment for "today" but it is after 10 a.m. Pacific Time or on a non-business day, eBill will alert you to schedule your payment for the next available business day. (Note that the exact time of processing will be defined by computer servers owned by eBill's vendors, Kubra Data Transfer, Ltd. and the specific Payment Gateway).
eBill will routinely credit your SMUD account on the business day following the payment date (See the chart below for a complete schedule).
Your payment may be withdrawn from your bank account on or after your payment date.
Payments scheduled for a holiday may be withdrawn from your bank account on the business day prior to the holiday.
Payments scheduled after the due date shown on your bill may cause your account to become delinquent and may lead to disconnection of service. Helpful Hint: Always schedule your payments to occur no later than two days before your due date in order to allow time for processing.
Timing of bank account payments:
|If you schedule your bank account payment prior to 10 a.m. on ...||eBill will credit your SMUD account on...|
|Friday||The following Monday|
|Saturday||N/A*, see note below|
|Sunday||N/A*, see note below|
* If you try to schedule a payment after 10 a.m. Pacific Time or on a non-business day, eBill will alert you to schedule your payment for the next available business day.
Holidays (based on the Federal Reserve calendar):
New Year's Day
Dr. Martin Luther King, Jr., Day
After paying a bill, you will see a payment confirmation page indicating the payment has been scheduled.
Before the scheduled payment date, Your Payment History page will show the payment as "scheduled." When the scheduled payment is submitted to the payment processor, Your Payment History page will show the payment as "pending." After SMUD receives a payment response from your payment processor, the Your Payment History page will show the payment as "approved" or "rejected."
For recurring payments, the payment will show as "scheduled" the morning of the payment date. When the recurring payment is submitted to the payment processor later that day, Your Payment History page will show the payment as "pending." To view your recurring payments, click the Edit Your Profile tab and then Your Recurring Payments.
eBill will display payment history for up to 18 payments.
You can pay your bill amount in full at any time from your checking account.
eBills are due on the same date as paper bills. Failure to pay by the due date may result in disconnection of service. For payment arrangements, please contact a Customer Service Representative at 1-888-742-SMUD (7683) between 7 a.m. and 7 p.m., Monday through Friday.
Once you've signed in to eBill , click Edit Your Profile and select Your Bank Accounts. Since you must have at least one active bank account in order to remain enrolled in eBill , you must add a second account before deleting one.
You may cancel a payment as long as it is listed on the Your Payment History page as "Scheduled." Please remember that failure to pay your bill by your due date may result in a disconnection of service.
Payments can be rejected for a variety of reason including; incorrect routing or bank account number, non-sufficient funds, and closed account.
If your payment is rejected due to incorrect routing or bank account number, click on Edit Your Profile then Add Bank Account. You may only edit the nickname and description of your account. To correct banking information (account number et al), you must delete and re-add your account with the correct information.
If your payment is rejected for any other reason, please contact a customer representative to make arrangements to pay your bill.
You will be charged a return check fee of $18 if your online payment is rejected. Please contact a customer representative to make arrangements to pay your rejected payment.
User ID: You should choose a User ID that is easy for you to remember. If you forget your User ID, please visit Manage Your Account and re-register.
Password: If you forget your password, please visit Manage Your Account. Click on the "Forgot your password" link.
To change your contact information, visit Manage Your Account.
Once you've signed in to eBill, click Edit Your Profile and select Your Bank Accounts. Since you must have at least one active bank account in order to remain enrolled in eBill, you must add a second account before deleting one.
All scheduled payments will be canceled if their status is "Scheduled." You must make other arrangements to pay this bill.
The best way to see if your payment has been processed is to check your payment status. From the navigation menu, select Your Payment History.
To contact a Customer Service representative concerning eBill, click the tab for Contact Us on the top menu.
You can access eBill from any web-based computer with an Internet connection and a web browser that supports 128 bit encryption.
SMUD customers may request refund(s) if they’ve used their credit card to pay their SMUD bill and this has resulted in a duplicate or overpayment on their account(s). To request a refund, please call us at one of the following phone numbers and a customer service representative will assist you:
- Residential customers (English): 1-888-742-SMUD (7683)
- Residential customers (Español): 1-866-651-4420
- Business customers: 1-877-622-SMUD (7683)
- TDD number for the hearing impaired: 1-916-732-6630
Credit Card Refund Policy
- SMUD does not give cash refunds for credit card transactions.
- We will issue your refund to the credit card originally used for payment.
- The amount of your refund depends on how much credit is on your account after any outstanding balance has been paid.
- 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.
- 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.