New Online Billing is Here

SMARTHUB FAQ

Pioneer Connect is excited that our new online portal, SmartHub, has launched.

Beginning July 22, 2019, our current online bill pay portal will no longer be available. If you’ve bookmarked this page, be sure to update your bookmark once SmartHub goes live. If you need to make a payment between July 22 and August 1, please call our customer service team to make a payment over the phone.

To make this transition easier for you, we have created a list of common questions you may have. Please feel free to reach out to our customer service team with any questions or concerns you may have.

THINGS YOU NEED TO KNOW
On or after August 1, 2019 (not before), you will need to establish a new online account if you:

1. Pay by recurring payments using your Credit/Debit Card
2. Make one-time payments using Credit/Debit Card or Bank Account
3. Have previously had an online bill pay account

I already had an account in the old system, do I have to create a new one?

Yes. We understand this may be inconvenient, however, for the security and protection of our customers, we were unable to carry over your information into SmartHub. You can set up your new SmartHub account on or after August 1, 2019.

How do I sign up for SmartHub?

On or after August 1, 2019, go to MY ACCOUNT and select SmartHub

1. Click New User? Sign up to access our Self Service site.
2. Enter
   • Your Account Number (found on your most recent bill)
   • The Last Name or Business Name as it appears on your bill
   • An email address
   • Your billing Zip Code
3. You will be emailed a temporary password. Return to the login screen and enter your email address and temporary password.

Will my credit/debit card Auto Pay/Recurring Payment still work?

No. We take great pride in our members’ privacy and comply with all payment card industry compliance laws which protect your credit card and banking information. That means that we simply cannot extract and move existing credit card and banking information to the new billing system.

If you would like to pay your bill with a credit/debit card or bank account you must set up a new online account and  set up your auto pay again.

Note: we will continue to accept one-time credit/debit card payments over the phone. For more information about Paying Over the Phone, please visit our Support page and select Can I Pay Over the Phone

Will my bank-drawn Auto Pay/Recurring still work?

Yes. That information was saved and converted from the old billing system into the new one. If you would like to update your information please log in to SmartHub to make changes.

Can I make a one-time payment?

Yes. You may make a one-time payment online under My Account. You will need to set up a new SmartHub account or choose Pay Now. You may also call our office to make a one-time payment by phone.

Note: we will continue to accept one-time credit/debit card payments over the phone. For more information about Paying Over the Phone, please visit our Support page and select Can I Pay Over the Phone

Can I make payments on multiple accounts?

Yes. The SmartHub home page will show all of the accounts associated with your account number. You may make payments on any or all of those accounts through SmartHub.

How often is SmartHub updated?

Your billing information is updated in real time. As soon as you make a payment it is reflected in our software in the office and in your account in SmartHub.

REGISTER FOR SMARTHUB

1. Visit SmartHub (on or after August 1st) and select MY ACCOUNT
2. Select “New User? Sign up to access our Self Service site”
3. You will need to enter your account number, last name and email to start the registration process. Your account number can be found on your previous Pioneer Connect statement.
   
4. Next, you will need to answer 1 validation question to register and establish 2 security questions.
5. Once registration is complete, an email will be sent with a temporary password required for the first login. During your initial login, you will be asked to change your password
6. You’re all set!

SET UP RECURRING/AUTOMATIC CREDIT CARD PAYMENTS

1. Once your new account is set up, log into SmartHub
2. Select Pay My Bill
3. Then select Auto Pay Accounts from the left navigation
4. Click Sign Up for Auto Pay
5. Select Card or Bank Account and enter your information in order to pay for services automatically each month.
6. You’re all done!

We know this may be impactful to you and truly appreciate your patience and understanding during this transition. We value our customers and your business, and this exciting change will help Pioneer Connect better serve you!

If you have any questions, please feel free to reach out to Customer Service at 541-929-3135 or 541-563-3135.

Sincerely,

Pioneer Connect