FAQs

A: The amount of capital credits you earn in a given year is based upon the amount of capital you contribute to the co-op through payment of your electric bill. The more electricity you buy, the greater your capital credit account.

Q: Do I earn capital credits every year?

A: Capital credits are only assigned to members during years Cloverland earns margins (or shows a profit). Since capital credits are a member’s share of the margins, no credits are assigned during a year without any margins. Also, you would not earn capital credits for any year that you did not purchase electricity from Cloverland.

Q: How many capital credits do I have?

A: A capital credit allocation notice is printed mid-year on monthly electric bills. The notice states your share of the margins for the prior year followed by the total amount of unretired capital credits in your account.

Q: Do I have to be a member for an entire year to earn capital credits?

A: If you are billed for service for even one month, you will accumulate some capital credits as long as the co-op earned margins in that year.

Q: When are capital credits returned to me?

A: Capital credits are returned to members over time through a capital credit retirement. Until then, capital credits remain part of the capital invested in the cooperative so we can continue to build and improve our infrastructure and distribution system.

 

Q: Can I expect a capital credit payment every year?

A: Not necessarily. The board of directors must first authorize a retirement. Before doing so, the board analyzes the financial health of the co-op. Since its first retirement in 1985, the board tries to authorized a general retirement each year.

Q: Why didn’t I get a check or credit?

A: If you were a member in 1992 and or 1993, and are still an active account, the funds are applied directly to your electric account. If you are no longer an active member, your mailed check may have been returned to us as undeliverable. This is another important reason for members to keep their contact information current on their account. If you believe you should have received a check or bill credit and did not, call our office at 800-562-4953.

Q: The check I received is in my father’s name, who died several years ago. What do I do?

A: Please call the co-op at 800-562-4953. We will need to update the account accordingly.

Q: What happens to checks returned to the co-op?

A: We will make every effort to locate the member using all available resources. Many capital credit refund checks go unclaimed every year. If you’re moving, or know of a co-op member who has, make sure we have the correct address. It may take several years to fully retire and disburse the capital credits allocated to your account. The co-op permanently retains any unclaimed refunds after five years.

Q: Why did I get a credit on my bill instead of a check?
           
A: Capital credit checks for inactive accounts are mailed to the member’s address on record. Capital credit refunds for active accounts are applied directly to bills processed in December and January.

Q: Can I use my unretired capital credits to pay my electric bill?

A: Unretired capital credits may not be used to pay current electric bills. You may not be entitled to be paid your total unretired capital credits for many years.

Q: Do my unretired capital credits earn interest?

A: No. If that were the case, higher electric rates would be needed to pay the interest.

Q: Are capital credit refunds taxable?

A: If you claim energy use as a business expense on your taxes, it may be taxable. We recommend you check with your tax consultant.

Q: What happens to my capital credits if I leave the Cloverland service area?

A: They remain on record in your account until they are retired. Since it may take several years before we fully retire the capital credits in your account, you should make sure that we have your current mailing address on file. You can update your contact information online at cloverland.com or by calling our member services department at 800-562-4953.

Q: What happens to my capital credits if I die?

A: The capital credits of a deceased member may be paid at a discount to the estate without waiting for a general retirement. However, these estate payments are not automatic and are discounted. An estate representative must request the credits by submitting a certification of entitlement form and a copy of the death certificate.

Q: Why don’t you just lower your rates instead of issuing capital credits?

A: Since we are not-for-profit, member-owners invest in the cooperative through their purchase of electricity. This investment is returned to our member-owners over time. Any margins earned in a given year are allocated to members who purchased electricity in that year as capital credits. Ultimately, the capital you furnish through your purchase of electricity reduces the amount of money we need to borrow from outside lenders to build and maintain our electric facilities. You are providing enough revenue to run and sustain the business.

Q: Where can I find more information about capital credits?

A: If you still have questions, please call us at 800-562-4953.

smarthub

What is SmartHub?

SmartHub is a powerful and convenient account management tool that has replaced our eBill service as of August 12.

What can I do with it?

Now you can do more than simply pay a bill, check payment history, access billing statements and set recurring payments like you did with our eBill service. Now with SmartHub, the power of data is in your hands. You can also view hourly, daily and monthly electricity use, report a power outage, receive account notifications by text, email or both, initiate service requests and more.

I have many accounts. Can I see them all?

Yes.  From SmartHub (web version) you can view all of your accounts with the amounts due and links to other detailed information. On SmartHub (mobile version), select the Bill and Pay widget and the total due of all accounts is listed then below it you can select different information by account such as pay partial amount, billing history, payment history and manage payment methods.

How do I get it?

There are two ways. You can access web version from your PC by visiting www.cloverland.com or by heading to the Apple App store or Google Play Android Marketplace and downloading the free SmartHub App to your phone, tablet or both. Search for SmartHub (not case sensitive; must be all one word). The correct App is provided by our service provider, National Information Solutions Cooperative.

How do I log in?

If you are already enrolled in our eBill service, you will use the same email address and password to log into SmartHub through either the web or mobile versions. If you have previously stored payment information in eBill, this information is available to you in SmartHub.

I’m a newbie. How do I register?

New users will need to complete the new user registration process available on the web and mobile versions. The whole process takes less than three minutes. The SmartHub system requires an email address as did our eBill service for proper identification and processing.

Can I register more than one user to view my account?

No. SmartHub only allows one user ID.

If I have questions, how can I get help?

There are help screens available on the web version. We also have a SmartClip overview video in our video library that you can access from our home page.

Is there a convenience or service fee to make a payment or simply use the SmartHub service?

There are no extra fees associated with making a payment using SmartHub or using its many convenient and easy-to-use features.

Why can’t I view my electricity use for yesterday?

Energy usage data is available to view on web and mobile versions after about 1 p.m.

What are the differences between the web and mobile versions?

It’s all in what you can do. Let’s discuss what’s unique to each version.

Web Version: What is an Event Marker?

Let’s say you installed a new water heater today and want to monitor the impact on your electricity use. With SmartHub web, you can set one or multiple markers for a date range or point in time. You can even include a short description so you can easily recall the nature of the event like a holiday when you had a houseful of friends and relatives. To set event markers, visit the “My Usage” tab and select the “Planning” link.

Web Version: How do I set a Power Use Alert for my service location?

Go to “Notifications” tab. Select the “Manage Notifications,” open the “Usage” area and choose this feature. You can then set your notifications for the power thresholds you establish. This feature is ideal for someone with a seasonal residence or leaves the area during the winter. Set a maximum and/or minimum electricity use threshold and SmartHub web will notify by email and/or text (your choice) when the energy use rises above or falls below your personal pre-set parameters.

Web Version: Can I receive notifications to my mobile device and email account?

Yes. You can receive notifications to either your mobile phone, email account or both! Click on “Manage Contacts” and enter additional contact information. Your email address is listed, but you can also enter a mobile number, too. Once you have your contacts setup, you can then decide how you would like to receive billing, usage, service and miscellaneous notifications, e.g., email, text or both from the “Manage Notifications” page.

Web Version: What web browsers perform best with SmartHub?

While you may use Internet Explorer, Google Chrome and Firefox perform the best. Members that access SmartHub through Microsoft’s Internet Explorer Version 8 or lower will begin to lose some of the tool’s functionality. IE8 is a version of the IE web browser that is more than five years old and support for this version or lower of IE is being phased out gradually. Please make sure you have downloaded the latest version of  Internet Explorer, Google’s Chrome web browser or Mozilla’s Firefox web browser.

Web Version: Where do I update my SmartHub user information?

Under the “My Profile” tab, you’ll find a link to “My Information.” From here you can update your email address, password, billing address, contact information, payment information, security phrase, secret hint question and printed bill settings—go paperless. There are also links to view service requests and outage history.

Mobile Version: What do the color tiles represent on the My Usage screen?

The colored tiles provide a visual indication of your usage for the days displayed. Red tiles indicate the highest usage, brown is the second highest and green designates average usage.

Mobile Version: Is the App secure?

Payment information is encrypted with each transaction for security. However, your mobile device can store log-in information for your installed Apps. If you choose to store your login information, any person who has access to your mobile device can access your account. We suggest that you log out of SmartHub whenever you’re not actively using it.

Mobile Version: What platforms support SmartHub?

Our SmartHub App is supported on iOS devices, e.g. iPhone and/or iPad 5.1.1 and higher. It’s 2.1 and above for Android devices (smartphones and tablets).

What happens if I get locked out of my account?

The system will allow 5 attempts to log in to your account. If the correct credentials are not entered, the system will lock you out of your account. This is a built-in safety feature for your protection. If this happens, please call a member service representative during normal business hours. We will be happy to clear the previous credentials. Enter your email address and a temporary password will be sent to you. You will then be able to login and create a new password of your choice.

Can a member view their business and home accounts under the same SmartHub session?

Yes. There is a way to tie these separate memberships to the same SmartHub session. After registering one of them in SmartHub then you can register the other as a new user with the same email and password. You will then be able to view both in either SmartHub Web or SmartHub Mobile.

Cloverland Electric Cooperative is an equal opportunity provider and employer.

The Cloverland logo is copyright protected and not to be used without approval from Cloverland Electric Co-op.