Both platforms are part of Ludlow Electric Light Dept’s  online account management system for customers.

The website has additional functionality that allows customers to manage notifications, update their stored payment methods, and change their personal information.

Both the web version and mobile app allow customers to securely access their account information, view bills and payment history, make payments, view energy use, and report outages.

The free, secure mobile app is available to download and install on mobile devices and tablets.

Yes. All critical information is encrypted in every transaction run and no personal information is stored on your phone or tablet.

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.

Customers can sign up for SmartHub via the login page. To create a new online account, click “New User? Sign up to access our Self Service site” on the login page for SmartHub.

• Residential customers will need to have their account number on hand before starting this process.
• Commercial customers will need to have the tax ID number for their business.

After clicking on the “New User” button, type your billing account number, last name or business and email address in the requested fields.
Follow the steps to set up your online account.

To register, click here www.ludlowelectric.com/smarthub  and enter your account number, the name on the account and an email address. You will receive an email with a temporary password that you can use to log in. Once you log in to SmartHub with this temporary password, you will be prompted to change your password.

What happens if my temporary password doesn’t work and/or I’m locked out before I can register? Please try to register again. You will receive another temporary password, and you can try again. Check your junk mail if you don’t see the temporary password email.

Downloads:

• Register for SmartHub on the Web (pdf)

Visit the Apple App Store or Google Play on your phone or tablet and search for “SmartHub.” Select our free and secure app to begin the download process.

If you have already registered via the web portal, you will be able to log into the app immediately. If you haven’t registered yet, follow the instructions below.

Customers can sign up for SmartHub via the login page. To create a new online account, click “New User? Sign up to access our Self Service site” on the login page for SmartHub.

• Residential customers will need to have their account number on hand before starting this process.
• Commercial customers will need to have the tax ID number for their business.

After clicking on the “New User” button, type your billing account number, last name or business and email address in the requested fields.
Follow the steps to set up your online account.

To register, click here www.ludlowelectric.com/smarthub  and enter your account number, the name on the account and an email address. You will receive an email with a temporary password that you can use to log in. Once you log in to SmartHub with this temporary password, you will be prompted to change your password.

What happens if my temporary password doesn’t work and/or I’m locked out before I can register? Please try to register again. You will receive another temporary password, and you can try again. Check your junk mail if you don’t see the temporary password email.

Downloads:

• Download App and Register for SmartHub on Mobile Device (pdf)

No. It is provided as an option for your convenience. If you do not sign up for paperless billing in SmartHub, you will continue to receive a monthly bill in your mail.

When we upgraded our systems, all of those members who were previously enrolled in paperless billing were not able to be carried over, so while we understand it’s inconvenient, we do appreciate your understanding of having to enroll again.

You can choose to participate in paperless billing, which sends bill statements to the email address on your account. Customers who participate in paperless billing do not receive a copy of their bill in the mail.

Here’s how to change your preference to participate in paperless billing:

On the website:

• Click on My Profile
• Click on Update My Paperless Settings.
• You can then choose your preference by selecting On or Off for paperless billing

On the app:

• Select Settings
• Select Paperless Bill Settings
• Then, you can select On or Off for paperless billing

When we upgraded our systems, all of those customers who were previously enrolled in autopay via credit cards were not able to be carried over, so while we understand it’s inconvenient, we do appreciate your understanding of having to enroll again.

In order to enroll in autopay via credit card please see the instructions below.

On the website:

• Click on Billing & Payments
• Click on Auto Pay Program on the sidebar
• Click on Sign Up for Auto Pay
• Accept the Terms and Conditions then follow the instructions.

On the app:

• Select Pay My Bill
• Select Auto Pay Program
• Follow the instructions above.

No. You can take advantage of all the features of SmartHub or you can continue to pay your bill as you currently do.

Visit [url] to view all payment options.

Yes.

On the website, the home page shows all of your accounts along with the amounts due for those accounts and links to other detailed information.

On the app, select the Pay My Bill icon. The total due of all accounts will be displayed. You can select different information by account, such as partial payment and payment method.

You can also make a payment to a single account or partial payments to all accounts by clicking on the Billing & Payment button. You can also select the Make Payment button to view payment options for your accounts. On the app, select Pay My Bill icon. If you’re paying the total amount due, tap the Pay button. If you’re making a partial payment, tap the Pay Partial Amount, tap on the account and adjust the Pay Amount.

You can report a power outage by calling [phone number] or reporting an outage through the [name] website at [url] or mobile app.

Bookmark [url] for estimated restoration times and other updates.

On the website:

• Log in to your SmartHub account
• Click Report an Issue/Inquiry in the top right corner
• Select the Other Issues/General Inquiry button
• Choose your issue or inquiry from the drop-down menu
• Provide the information requested
• Select Submit.
• You can view the status of your request or inquiry on the website.

On the app:

• Log in to your SmartHub account
• Select Contact Us
• Select your issue or inquiry from the menu
• Please provide the information requested
• Select Submit.

As the cooperative continues to grow, so does the need for better information availability to the membership. These enhancements are ways we can provide a higher level of member satisfaction for the majority of our members.

All of these changes are within the normal operating budget of the cooperative. There will not be a rate increase with regards to these changes.