Account Management FAQs

Account Management FAQs

My Account

Cobb EMC’s online account management system – SmartHub® – is only compatible with the following browser versions: Apple Safari 9.0+, Mozilla Firefox 27+, Internet Explorer 11+, Google Android 5.0+, Google Chrome 30+. Make sure your browser is up to date. Updated browsers provide a better user experience and greater security protection.

What is SmartHub?

SmartHub® is the system Cobb EMC uses to provide online account management services.  

  • Pay* by Visa®, MasterCard®  or Discover® with no convenience fee
  • Sign up for recurring payments with Auto Pay
  • See real-time billing and account information
  • Set up and manage email and push notifications regarding your account
  • View daily and hourly electricity use
  • View most recent billing history
  • Manage your account on the go with our app

Residential members only

When I created an online account, I was asked for a security passphrase. What is the security passphrase?

The passphrase appears on all financial entry screens in order to reassure that you, the user, are on the trusted site prior to keying in sensitive financial information. This is not a phrase that you need to memorize.

What are my payment options?

Auto Pay: Pay monthly bills through automated drafts from your checking or savings account at no extra charge. Residential members can also use credit or debit card accounts. Auto Pay takes one billing cycle to set up, so if you currently have a bill due, please pay using another payment option. Learn how to set up automatic payments.

ePay: Make one-time payments using a checking account with no processing fees. Residential members may pay by Visa®, MasterCard® or Discover® with no convenience fee.

  • Pay balance now.
  • Pay balance by due date.
  • Schedule payments in advance.

Pay Now: Make a payment online without registering. You will need your account number and the account owner's last name or business name.

See all of our payment options.

Is there an app I can use to pay my bill?

Yes. The Cobb EMC app is available for iOS and Android.

Is my phone or tablet platform supported?

The Cobb EMC app is supported on the following platforms:

  • iOS 5.1.1 and above (iPhone® and/or iPad®)
  • Android 2.1 and above (smartphones or tablets)

Is the app secure?

Yes. All critical information is encrypted in every transaction and no personal information is stored on your mobile device. Mobile devices 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. It is recommended that you log off the app after use.

Do I have to buy the app?

No. The Cobb EMC app is free to download and use.

What web browsers are compatible with online account management?

Apple Safari 9.0+, Mozilla Firefox 27+, Internet Explorer 11+, Google Android 5.0+, Google Chrome 30+

Make sure your browser is up to date. Updated browsers provide a better user experience and greater security protection.

Do I have to change the way I pay my bill in order to use online account management?

No. You can take advantage of all of the features of online account management and continue to pay your bill as you currently do.

I have multiple accounts. Can I see them all on the web?

Yes. The home page shows all of your accounts with the amounts due and links to other detailed information.

Can I make a payment on multiple accounts?

To pay the total amount owed on all accounts, sign in to your account.

Once you log in, click the Pay My Bill button in the Quick Links section on the left side of the screen. You can also make a payment to a single account or partial payments to all accounts by clicking on the Billing & Payments button. You can check the accounts to be paid and change the amount for each account by clicking on Other Amount. After entering the amounts to be paid click the Pay Now button.

How current is the account information I see in the app or on the web?

The information you see in the app and on the web is shown in real time. However, if you keep your app or the web version open for an extended period of time, you should refresh the page in order to ensure the information is still current.

How do I sign up for notifications? What if I want to receive notifications for multiple accounts?

Sign in to your account online and click on Notifications. Select preferred notification method (Push via the app or email) and fill out the appropriate notification information based on your selection. Click Next to continue, verify the notification parameters and confirm. If you have multiple accounts, while you are setting the notification, it will prompt you to indicate which account the notification is for.

 

One-time Payments

 

What payment methods are accepted for online bill payments?

You can choose between two online payment options: a one-time online payment of any amount ($5-$1,500), or a recurring payment that drafts your monthly balance due.

Residential members can pay by credit/debit card (MasterCard®, Visa® and Discover®) and ACH electronic check (Automated Clearing House) with no convenience fees.

Commercial members can pay online via ACH electronic check (Automated Clearing House).

Note: Gift cards, pre-paid debit cards, or any other tender not associated with an existing account or established line of credit cannot be used.

Residential and commercial members can also make payments via Cobb EMC’s automated Interactive Voice Response (IVR) phone system by calling 1-855-730-8714.

Do I have to use the electronic payment service?

No. These payment services are offered for your convenience only and are one of many payment options available to Cobb EMC members.

What information will I be asked for if I make my payment via web or on a mobile device?

To make a payment with a credit card or debit card, have the following information ready:

  • Your Cobb EMC account number (located on your bill statement)
  • The dollar amount you want to pay
  • The credit card or debit number on the front of your card
  • Expiration date (month and year)
  • Name and billing address
  • Be sure to print out the confirmation page for your records

To make a payment with a checking or savings account, have the following information ready:

  • Your Cobb EMC account number located on your bill statement
  • The dollar amount you want to pay
  • For personal checking accounts, the routing number and checking account number.
    The routing number is the 9-digit identifier that is specific to your bank. It is usually located between two symbols on the bottom left-hand side of the check. Your checking account number immediately follows your bank's routing number as the second set of numbers.
  • For commercial checking accounts, the check number, the check routing number and checking account number
  • Be sure to print out the confirmation page for your records

 

What confirmation do I receive when I make an online payment?

Cobb EMC can automatically send an email to the address associated with your account confirming your transaction. You can choose email notification options under the Notifications tab on your SmartHub account home page. If you use the one-time online payment method, you will see a confirmation screen with a Transaction ID. You will then have the option to print a receipt of this transaction or receive an email confirmation (web only).

When will the payment be posted on my account?

All payments made to your account will be reflected in your Cobb EMC account balance immediately.

Who should I contact if I have a question or problem with a transaction?

Questions about your transaction should be directed to Cobb EMC member care at 770-429-2100 during office hours, or via email. We will respond to your email within 2-3 business days.

How do I cancel or reverse a payment?

If you use the one-time payment option, please contact member care at 770-429-2100 during office hours, or via email. We will respond to your email within 2-3 business days.

 

Auto Pay

 

1. What is Auto Pay?

Auto Pay is a recurring payment method. When you enroll in Auto Pay, you authorize Cobb EMC to withdraw funds from the account of your choosing to pay your monthly electric bill. Once you enroll, your balance due automatically drafts each month from your checking, savings, credit or debit card account.

Do I have to use Auto Pay?

No. Auto Pay is offered for your convenience only and is one of the many payment options available to Cobb EMC residential and commercial members.

What information will I be asked for if I sign up for Auto Pay?

To make a payment with a credit or debit card, have the following information ready:

  • Your Cobb EMC account number (located on your bill statement)
  • The credit card or debit number on the front of your card
  • Expiration date (month and year)
  • Name and billing address

To make a payment with a checking account, have the following information ready:

  • Your Cobb EMC account number (located on your statement)
  • For personal checking accounts, the routing number and checking account number. The routing number is the 9-digit identifier that is specific to your bank. It is usually located between two symbols on the bottom left-hand side of the check. Your checking account number immediately follows your bank's routing number as the second set of numbers
  • For commercial checking accounts, the check number, the check routing number and checking account number

What confirmation do I receive when I make a payment via Auto Pay?

When you make a payment online or via mobile device, Cobb EMC can automatically send an email to the address associated with your account confirming your transaction. You can choose message notification options under the Notifications tab on your account home page.

Who should I contact if I have a question or problem with a transaction?

Questions about your transaction should be directed to Cobb EMC member care at 770-429-2100 during office hours, or via email. We will respond to your email within 2-3 business days.

How do I cancel my enrollment?

To discontinue your enrollment in Auto Pay, click the Auto Pay link from the Billing & Payments drop-down menu and follow the prompts. For questions, please contact member care at 770-429-2100 during office hours, or via email. We will respond to your email within 2-3 business days.

How do I reverse a payment made via Auto Pay?

If you wish to reverse a payment, please contact member care at 770-429-2100 during office hours, or via email. We will respond to your email within 2-3 business days. Learn more about automatic payments.

How do I change the credit card or bank account used in the recurring process?

Log in to your account and click the Auto Pay link from the Billing & Payments drop-down menu and follow the prompts. The next payment will be processed with the updated payment information.

If I sign up today, when will the first auto payment be processed?

Auto Pay takes one billing cycle to set up. If you currently have a bill due, please pay using another payment option, such as Pay Now.

What happens if I cancel my electric service with Cobb EMC?

Auto Pay will deduct the balance of your final bill.

What happens if I make a payment from another source?

If payment is received before your due date, your account will be credited and Auto Pay will deduct the remaining balance (if any) at the usual time.

What happens if I do not have sufficient funds in my checking account when my payment is due?

Depending on your bank, your payment may not be authorized. Or, your payment may be authorized, but you may be subject to overdraft fees. To avoid fees and possible interruption of your electric service, please contact Cobb EMC as soon as possible to make an alternate payment arrangement.

What happens if my credit card is blocked or cancelled at the time my payment is due?

Contact your financial institution and call Cobb EMC to make alternate payment arrangements.

I make budget payments every month on my account with Cobb EMC, can I still enroll in Auto Pay?

Yes. Your budget amount will be drafted automatically each month.

 

Scheduled Payments

 

What is the Scheduled Payments feature?

The Scheduled Payments feature allows residential and commercial members to schedule one or more payments in advance on their billing account, and cancel any scheduled payments previously established.

What method of payment can I use to schedule a payment?

To make a payment using our Scheduled Payment feature, residential members can choose to use an existing stored credit card/checking account or enter a new one. Residential members may pay by Visa®, MasterCard® or Discover® with no convenience fee.

Commercial members can use an existing checking account or enter a new one.

Is the Scheduled Payments feature available on mobile devices?

Yes. Download the Cobb EMC app to schedule your payment.

How far into the future can I schedule a payment?

You can schedule a payment for the next calendar day or up to 90 days in advance.

When does Cobb EMC process scheduled payments?

Cobb EMC will process scheduled payments on the morning of the day on which you scheduled the payment. Once we process the payment, the ability to cancel the payment is no longer available.

When does the payment post to my account?

The payment posts to your account on the day for which the payment was scheduled and processed.

How do I know if you have received my scheduled payment?

For desktop users only, you have the option to receive an immediate confirmation email from Cobb EMC that the payment has been scheduled. On the schedule payment page, you may enter the email address where you want to receive the notice. On the day the payment is processed, you will receive a confirmation for payments made online or through mobile that the payment has been processed. The payment confirmation email is sent to the email address stored on file, so please make sure that we have your current, valid email. Update your email address online or call 770-429-2100.

How do I change or cancel my scheduled payment?

You may cancel any payment up until the day before it is scheduled to be paid. To change a payment, you will have to cancel the payment first and then set up a new scheduled payment.

To cancel your payment:

  1. Sign in to your account and select Billing & Payments.
  2. Click on Payment History to view your scheduled payments.
  3. If no scheduled payments have been established, the message “There are no scheduled payments” will appear. Click the View Scheduled Payments link to see details.
  4. All scheduled payments will be displayed on this screen. Select the payment you which to cancel, then click Cancel Payment to cancel the scheduled payment. Note: We process the payment on the morning that you scheduled the payment for. Once we process the payment, the ability to cancel the payment is no longer available.

What happens if I set up a scheduled payment but I do not have funds in my checking account?

If you do not have sufficient funds in your checking account on the date you want Cobb EMC to withdraw funds for payment, the payment will be submitted for processing and may be returned to us as insufficient funds. If this occurs, you will incur a $25 non-sufficient funds fee. For credit card payments, the payment would be declined.

Is there a transaction fee associated with scheduled payments?

There is no charge associated with scheduling payments for your electric account.

Can I schedule a payment for a partial amount?

Yes, you may schedule a partial payment for your account using the “other” button in the Scheduled Payments screen. However, if you make a payment for less than the amount that is due, you will be subject to disconnect and may incur a late payment charge of $10 or 1.5%, whichever is greater. This charge will be reflected on your next bill.

If the account is delinquent and you make a partial payment, the partial payment will not stop the account from being disconnected for non-payment.

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