At Tri-County Electric Cooperative, we are always looking for ways to better serve our members. Technology, equipment, and the needs of our employees and members are constantly evolving, but our priorities remain the same: reliable electricity, safe and efficient power restoration, and connecting with our members and community. Over the last year, we have worked hand in hand with NISC to establish a member solution that fits the needs of our members. In March 2025 a new online payment portal, mobile app, and billing system will launch for our members. The options, accessibility, and functionality will provide members with a better connection to their usage, billing and payment options, outage reporting, and more!
Features for our members:
• Expanded payment options
• Greater account access through the SmartHub mobile app
• New ways to communicate with TCEC
These features and many more will be made available to the membership through the software conversion. We are looking forward to how this change will benefit our members and allow us to continue bringing the quality, safe, and reliable service you have come to expect from TCEC.
This software change will bring several core improvements to our member service:
- Service – providing additional options for managing energy services
- Member Focused – bringing technology and functionality to the membership
- Comfort – delivering easy-to-use features and transparent information
- Security – creating strong, safe, and reliable options for our membership
- Efficiency – bringing simple service into the hands of members with SmartHub
- Partnership – strengthening the trusted partnerships you’ve come to value
- Empowering – Investing in our members, and in our communities to make life better.
We are looking forward to these improvements and the value that they will bring to you, our members. TCEC will be working with a company that provides software and hardware solutions to utilities across the nation. They are a national standard among power companies for security and value of service. We are excited for the options their product brings to our members.
During the final week of our conversion process, TCEC will have a down period from February 22 – March 3.
Important information about this time:
- There will be no interruption in providing electric service to our members
- Electronic payments will not be accepted during this down period (including online, IVR, Credit Cards).
- Cash and check payments will be accepted in the office and by US Mail
- Any and all automatic payments will post on or after Live date (including ACH)
- We will launch the new system on March 3rd – our goal is to resume normal office operations at this time
- Our office will be open for regular business hours – phone assistance will be available as needed
- To assist our members, TCEC will waive late fees and payment-related disconnections from mid-February through mid-March.
With the software update, we will continue to offer convenient ways our members can pay their bills.
Starting March 3, 2025 you can pay through:
- Auto pay options like ACH and recurring credit card
- In person at any TCEC office location
- SmartHub - online and mobile app
- IVR (Interactive Voice Response)
- US Mail
- Onsite night depository
- NEW: Vanilla Direct – make a payment at local locations like Dollar General, Walgreens, CVS, Family Dollar, Walmart, and many more.
Auto Pay Option
Auto pay is a service that automatically deducts a bill amount from a checking account, debit card, or credit card on the bill due date. Auto pay can be set up with TCEC to provide members with an easy, safe and on-time payment option.Members who pay with a recurring credit card on file will need to re-register your card on or after March 3rd, 2025. Members can do this in SmartHub or with assistance from TCEC.
Any and all automatic payments will post on or after Live date (including ACH) We will launch the new system on March 3rd – our goal is to resume normal office operations at this time•
Our office will be open for regular business hours – phone assistance will be available as needed
To assist our members, TCEC will waive late fees and payment-related disconnections from mid-February through mid-March.
We will continue to update our members with important details and information regarding this conversion and the benefits it will bring to TCEC members. The Co-op will use the following communication channels:
- Social Media - Facebook
- Newsletter
- Direct Mail to Members
- Periodic updates on our website - www.tcec.com
- You can also call our office or come see us in person, with any additional questions you may have. We want to be transparent throughout this process and provide our members with the most accurate information, so you can fully experience the benefits of this new system.
Over the next couple of months, TCEC offices may be closed during normal business hours for employee training with the new software. Notice of the dates and times of employee training will be provided through social media, office signage, and on our website.
All the Ways TCEC Can Communicate with You with the new system:
- Phone
- Text messaging
- Push notifications to your phone
- Letter
Members can select the method(s) they prefer to be contacted on. This will make it even easier for TCEC to send important information to our members about Co-op news and account status, as well as outage and weather information.
Your life is busy and managing your account can feel complicated, with our new SmartHub tool it won’t be. Save time and money by managing your account at anytime from anywhere. Here are some of the ways SmartHub will put you in control of your account.
HOW CAN SMARTHUB HELP YOU CONTROL YOUR ACCOUNT?
Our SmartHub mobile app and web portal will keep you informed and will show you where to save time and money on your bills.
Billing & Payments: No more waiting for your bill to arrive in the mail, access your bill at anytime from anywhere. Save time with easy payment options to avoid late fees and service interruptions.
Alerts & Notifications: Stay informed on important account events via email or text messages. Receive the information you need to make the right decisions about your account.
Paperless Billing: What if you could save some time and a tree at the same time? Activate SmartHub paperless billing, an eco-friendly way to instantly access your bill.
Usage Monitoring: Worrying about usage or surprising bill amounts can be stressful. With access to this information, you can be in control and make decisions that can help reduce your bill.
SmartHub gives you complete control over your account by giving you the tools that deliver the right information at the right time so you can make the right decisions about your account.
On March 3rd, we will be launching our new SmartHub mobile app and web portal. This new system has features to help you save time and money. Our team has been working hard to get this system ready for you. It’s going to make managing your account easier than ever. Some payment options will be unavailable from Saturday, February 22 - Sunday, March 2 as we transition to the new system. Payments will not post to your account until the new system is in place. Because of this transition, late charges will be waived during this time.
On or after March 3rd, TCEC Members can download the SmartHub app from the Apple or Google Play App Store and set up their online account to manage their TCEC account on a mobile device.
All TCEC members will be assigned a new account number. Notification of your new account number will be mailed to all members in February. The new account number will also be on all bills mailed after March 3rd.
The new account number is what you will use to access your TCEC account online or on a mobile device through SmartHub.
