Customer Service FAQ

people raising hands for questions

Frequently asked questions

Here are some common questions that our customers have:

How do I sign up to pay my bill online?

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.

When can I start making payments?

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.

Can I still pay my bill by mail if I get an electronic 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.

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

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.

Will I continue to receive a paper bill in the mail?

Yes. But in the future, SMUD plans offer you the option of not receiving a paper bill.

How do I cancel my eBill participation?

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.

What happens to scheduled payments if I cancel my participation?

Scheduled payments will still be processed. If you don’t want this to happen, you should cancel any scheduled payments before canceling your participation.

How is my personal and financial information kept safe?

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.

Can I use any computer to pay my SMUD bills?

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.

How do I view my bill online?

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.

What types of payment are accepted?

Money drawn from checking accounts and money market accounts are accepted for all payments.

How do I make a payment?

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.

Can I set up regularly scheduled payments?

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.

When will my payment be processed?

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 ...
Monday Tuesday
Tuesday Wednesday
Wednesday Thursday
Thursday Friday
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
Presidents Day
Memorial Day
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving
Christmas

How do I know which payments I've scheduled and which payments have been completed?

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.

Can I pay my balance in full or extend the payment due date?

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.

How do I change my bank account information?

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.

Can I cancel a scheduled payment?

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.

What if my payment is rejected?

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.

Will I charged a fee for a rejected payment?

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.

What if I forget my User ID or password?

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.

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

To change your contact information, visit Manage Your Account.

How do I change my bank account information?

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.

What happens to scheduled payments if I delete the bank account that was used to set up the payment?

All scheduled payments will be canceled if their status is "Scheduled." You must make other arrangements to pay this bill.

How can I confirm if my payment has been processed?

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.

How can I contact eBill via the Web or e-mail?

To contact a Customer Service representative concerning eBill, click the tab for Contact Us on the top menu.

What software do I need to use eBill?

You can access eBill from any web-based computer with an Internet connection and a web browser that supports 128 bit encryption. Check with you browser For more information or to upgrade your software, click on the link below for your browser type:

Microsoft Internet Explorer: You will generally need version 4.0 or higher. To check the encryption level on your browser, click HELP, ABOUT, and it will be listed. Click for Microsoft upgrades and more information.

Netscape Communicator: You will generally need version 4.0 or higher. Click for Netscape upgrades and more information.

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