Frequently Asked Questions
What is MyJacksonEMC?
MyJacksonEMC is a website and mobile app Jackson EMC members can use to manage their online account. Members have the option to use MyJacksonEMC to pay their bill, report outages, view their energy use and manage their account information.
How do I sign up for MyJacksonEMC?
Members can sign up for MyJacksonEMC via the new login page. To create a new online account, click “New User? Sign up to access our Self Service site” on the login page for MyJacksonEMC. Residential members will need to have their account number on hand before starting this process. Commercial members will need to have the tax ID number for their business. After clicking on the “New User” button, type your billing account number, last name or business and email address in the requested fields. Follow the steps to set up your online account.
Note: Members who had an online account with Jackson EMC prior to March 1, 2019 must complete the new account process for MyJacksonEMC. Previous online accounts with Jackson EMC’s eBill site were not transitioned to the new MyJacksonEMC system.
Do I have to use MyJacksonEMC to pay my bill?
No. You can take advantage of all the features of MyJacksonEMC or you can continue to pay your bill as you currently do. Visit jacksonemc.com/waystopay on all payment options.
Do I need my account number to sign up for MyJacksonEMC?
Yes. That is one of the requirements to start your online account on MyJacksonEMC.
Where can I find my account number to sign up for MyJacksonEMC?
You can find your account number on a printed bill statement mailed to your residence or business. If you have previously received emails from Jackson EMC about your monthly bill being ready to pay online, your account number is provided in that email. You can also call Jackson EMC at 1-800-462-3691 for assistance.
Why do I have to register if I’ve already registered online for account access?
We heard from members who wanted more flexibility to manage their accounts. This new system enhances the ability for members to manage their accounts, receive notifications from their cooperative and more. Members who had an online account with Jackson EMC prior to March 1, 2019 must complete the new account process for MyJacksonEMC. Previous online accounts with Jackson EMC’s eBill site were not transitioned to the new MyJacksonEMC system.
Where can I get instructions on how to use MyJacksonEMC?
Instructions and videos will be posted at myjacksonemc.com when the new system is available to members on March 4.
What is the difference between the website for MyJacksonEMC and the mobile app?
Both platforms are part of Jackson EMC’s new online account management system for members. The website has additional functionality that allows members to manage notifications, update their stored payment methods, and change their personal information. Both the web version and mobile app allow members to securely access their account information, view bills and payment history, make payments, view energy use, and report outages. The free mobile app is available to download and install on mobile devices and tablets.
How do I get the app for my phone or tablet?
Visit the Apple App Store or Google Play on your phone or tablet and search for “MyJacksonEMC.” Select our free app to begin the download process.
Do I have to buy the app?
No. The MyJacksonEMC app is free to download and install.
Is the app secure?
Yes. All critical information is encrypted in every transaction run and no personal information is stored on your phone or tablet. Mobile devices do 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.
Can I manage multiple accounts with MyJacksonEMC?
Yes. On the website, the home page shows all of your accounts along with the amounts due for those accounts and links to other detailed information. On the app, select the Pay My Bill icon. The total due of all accounts will be displayed. You can select different information by account, such as partial payment and payment method.
Can I make a payment on multiple accounts?
Yes. On the website, you can make a payment to a single account or partial payments to all accounts by clicking on the Billing & Payment button. You can also select the Make Payment button to view payment options for your accounts. On the app, select Pay My Bill icon. If you’re paying the total amount due, tap the Pay button. If you’re making a partial payment, tap the Pay Partial Amount, tap on the account and adjust the Pay Amount.
How current is the account information in the app or website?
The information you see in the app and on the website is shown in real-time. However, if you keep your app or web version open for an extended time, you should refresh the page by selecting a new option in order to ensure the information is current.
How do I sign up or change notifications for my account(s)?
You can setup or change email or text message notifications for your account via the website or app. First, be sure your email and/or cell phone is listed on the Manage Contacts page under Notifications. Then, select Manage Notifications under Notifications. Select your desired notifications and method (text or email). Click Save Settings. Notifications can be set up for multiple accounts.
Why do I see the term “SmartHub” on my app or the website?
MyJacksonEMC is powered by the NISC SmartHub platform, so you may see NISC and/or SmartHub referenced in some places on the mobile app and/or website.
Why am I asked my preference about paperless billing when I log in to MyJacksonEMC?
You can choose to participate in paperless billing, which sends bill statements to the email address on your account. Members who participate in paperless billing do not receive a copy of their bill in the mail. You can change your preference to participate in paperless billing by selecting the Update My Printing Bill Settings under My Profile on the website or selecting Paperless Bill Setting under Settings in the app.
Where can I see information about the newly-designed bill statement?
You can see an explanation of how to read your new Jackson EMC bill statement at: https://my.jacksonemc.com/how_to_read_bill.
What is the Auto Pay Program?
Auto Pay is a convenient option to pay your bill each month. Auto Pay allows you to pay your monthly bill through an automated draft from your bank account or credit card at no extra charge. By enrolling in Auto Pay, you authorize Jackson EMC to withdraw funds from your selected account to pay your monthly bill on the due date.
How do I sign up for the Auto Pay Program?
First, you must have provided a bank account and/or credit/debit card information to enroll in Auto Pay. On the website, click on Billing & Payments, then click on Auto Pay Program on the sidebar. Click on Sign Up for Auto Pay. Accept the Terms and Conditions then follow the instructions. On the app, select Pay My Bill then select Auto Pay Program then follow the instructions.
How do I set up stored payment methods, such as a credit card?
You can save bank account and/or credit/debit card information for future bill payments. If you plan to enroll in the Auto Pay Program, you’ll be required to provide a stored payment account to pay your Jackson EMC bill. On the website, click My Profile then click on Mange My Stored Payment Accounts. Follow the instructions to provide a bank account or card information. You can add multiple bank accounts and cards under your stored payment accounts. On the app, select Pay My Bill then select Stored Payment Accounts. Select Add a Payment Method, then select which type of card or bank account information you will provide. Follow the instructions to provide a bank account or card information.
How can I submit an inquiry or service request, such as outdoor lighting maintenance or budget billing?
Log in to your MyJacksonEMC account. On the website, click Report an Issue/Inquiry in the top right corner. Select the Other Issues/General Inquiry button. Choose your issue or inquiry from the drop-down menu. Provide the information requested and select Submit. You can view the status of your request or inquiry on the website. On the app, select Contact Us then select your issue or inquiry from the menu. Please provide the information requested and select Submit.
If I had automatic bill payments with a credit card set up online with Jackson EMC prior to March 4, 2019, do I need to set up automatic bill payments in MyJacksonEMC?
Yes. Automatic bill payments made with a credit card from the previous online account system was not transferred to MyJacksonEMC. If you want to continue using automatic bill payment, you will need to set that up in MyJacksonEMC.
If I have automatic bill payments set up through my bank prior to March 4, 2019, do I need to set up bank draft payments in MyJacksonEMC?
No. If you had an automatic bank draft, you do not need to contact your bank. Your payment information was transferred to the new system. Bills paid via automatic bank drafts are marked with “Paid by draft” on bill statements.
If I had paperless billing set up before March 4, 2019, do I need to enroll in the program again?
Yes. Paperless billing preferences were not transferred to MyJacksonEMC. When you log in to MyJacksonEMC for the first time, you will be asked for your paperless billing preference. You can change your preference for paperless billing any time.
How do I change my preference for paperless billing?
You can change your preference for paperless billing on the website or app. On the website, click on My Profile then click on Update My Paperless Settings. You can then choose your preference by selecting On or Off for paperless billing. On the app, select Settings then select Paperless Bill Settings. Then, you can select On or Off for paperless billing.
How can I view my energy use?
You can view your energy use on the website and app. On the website, click My Usage and select My Usage, then select Usage Explorer. On the app, select the Energy Use icon to view your energy use.
How can I report a power outage?
You can report a power outage by calling Jackson EMC at 1-800-462-3691 or reporting an outage through the MyJacksonEMC website or app.