SmartHub FAQ

Frequently Asked Questions:

What is the $10 Customer Charge on my new bill?

This charge recoups a portion of the cost of being connected to our distribution system. This includes installation, operation and maintenance of distribution lines, transformers, substations and meters that comprise the distribution grid connected to your location. It also helps pay for costs such as billing, maintaining your records and additional administrative expenses.

 Is the Customer Charge a new charge?

No. CoServ, like other utilities, has always included this charge in bills. On the previous version of our account statement, it was included in the overall Energy Charge. CoServ wants to be transparent with all charges on your account statement, so the Customer Charge is now listed as a separate line item.

 Where can I find my new account number?

A letter listing your new account number was mailed in early January to the billing address on  your CoServ account. If you did not receive this communication, you can look up your new number at CoServ.com/SmartHub. If you are still encountering issues, please email us with the name, address and phone number associated with your account.

Where’s my paper bill? And why did my due date change?

Bills were slightly delayed due to the system conversion, and we apologize for any inconvenience this may have caused. This delay also caused the due date change for some customers. Also, if you signed up for paperless billing before your account statement generated in January, you will not receive a bill in the mail.

Do I have to sign up for SmartHub?

No. It is meant for your online convenience to access and manage your account anytime, anywhere. If you prefer paying by mail, please use the mailing coupon at the bottom of your monthly account statement, which features a new payment address: CoServ, P.O. Box 734803 Dallas, TX 75373-4803

Do I need to sign up for Auto Pay?

No. We offer it for your convenience only. If you prefer to mail your payment or schedule it through your bank, please do so.

 I just set up Auto Pay in SmartHub. Does it go into effect immediately, or do I need to make a separate payment?

If you set up Auto Pay before your bill generated, you do not need to make a separate payment. However, if you set up Auto Pay after your bill generated and your online account indicates a balance due, you will have to make a separate payment for that amount. 

 Why can’t I access a PDF of my most recent bill?

Due to the account number change, PDFs of previous bills were not available when SmartHub launched in early January. This issue has been corrected, and you can now access your most recent bills through SmartHub.

Can I make a quick online payment without signing up?

You can do so here, but you will need your new account number.

 Do I have to sign up for paperless billing?

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.

Have a question that’s not listed here? Please let us know.