Frequently Asked Questions
Q: How do I sign up for SmartHub?
A: If you are already enrolled in eBill, simply click on the SmartHub logo on this page and enter your current log-in information and password. If you are new to online account management, click on the logo and register as a new user with your account number, account holder's last name, and email address.
Q: Is the app secure?
A: Yes. All critical information is encrypted during every transaction, and no personal information is stored on your mobile device. However, mobile devices allow you to store your log-in information. If you choose to store your user ID and password, any person who has access to your phone can access your account. We recommend that you do not store your log-in information on your mobile device.
Q: How do I get the app for my phone or other mobile devices?
A: If your phone has a QR reader, you can simply scan these codes to install the app.
QR code for Android devices
QR code for Apple devices
You also can visit the Apple Store or Android Market and search for SmartHub (all one word). If duplicates appear, look for the SmartHub logo. The correct app is provided by our partner, National Information Solutions Cooperative. After you download the app, you will need to choose your utility. Click on "By Name" and type in Rock Energy Cooperative.
Q: Do I have to buy the app?
A: No. The SmartHub app is free to download and install.
Q: Do I have to change the way I pay my bill to use SmartHub?
A: No. You can take advantage of all the features of SmartHub and continue to pay your bill as you currently do.
Q: I have five accounts. Can I see them all in SmartHub?
A: Yes. The web home page shows all your accounts with the amounts due and links to other detailed information. On the mobile app, just tap "Bill and Pay." The total due on all accounts shows and below it you can select different information by account, such as partial payment, billing history, and payment history.
Q: Can I make a payment on multiple accounts?
A: To pay the total amount owed on all accounts when using SmartHub on the web, click "Pay Now" in the upper right corner of the screen or "Make Payment" on the home page. You can also make a payment to a single account or partial payments to all accounts by clicking "Billing & Payments." It will allow you to check the accounts to be paid and change the amount for each account by clicking "Other Amount." After entering the amounts to be paid, click "Pay Now." On the mobile app, tap "Bill & Pay." If paying the total amount due, tap "Pay." if making a partial payment, tap "Pay Partial Amount," tap on the account, and adjust the "Pay Amount."
Q: Is there a fee for making a payment through SmartHub?
A: Yes. Our payment processor charges a $3.95 convenience fee for each transaction. Rock Energy does not set this fee or receive any portion of it. Once you submit a payment via SmartHub, it cannot be reversed. However, if you want to pay electronically and avoid the convenience fee, you can pay through Direct Debit. Many banks offer their customers the ability to make payments online directly from their checking or savings accounts. Some even allow you to schedule future payments. Please check with your financial institution to find out more about its online payment programs.
Q: If I enroll in SmartHub, will I still receive a paper copy of my bill in the mail?
A: Yes. Unless you enroll in our paperless billing program, you will continue to receive a paper statement each month.
Q: How do I sign up for notifications?
A: When using SmartHub on the web, click "Notifications." Select preferred notification method—either text, mobile push, email, or phone—and fill out the appropriate notification information. Click "Next" to continue, verify the information, and confirm. If you have multiple accounts, it will prompt you to indicate which account you want to be notified about.
Q: I have lost my password. How do I retrieve it?
A: From the SmartHub log-in page, click "Can't access your account?" Enter your account number, name, and email address, and your password will be sent to your email address. You also may contact a member services representative at (866) 752-4550 during regular business hours, 7:30 a.m. to 4 p.m. Monday through Friday.
Q: Who do I contact to report technical difficulties when using SmartHub?
A: During regular business hours, 7:30 a.m. to 4 p.m. Monday through Friday, call our Member Services Department at 866-752-4550. We currently do not offer after-hours support.