ACCOUNT SUPPORT

Account Support

General

Your first bill will include prorated charges from the day your service was installed through the end of the next month. For example, if your service is installed on August 2nd, in between our standard billing cycle, your first bill, issued on September 1^st, will include charges from August 2^nd to August 31^st, along with the full month of September.

For a detailed document to help understand your bill, click here.

If you have questions regarding your billing statement charges, our Customer Service Representatives at any local Twin Lakes office will be happy to assist you.

We have 5 ways you can pay your Twin Lakes bill.

1) Pay Online
With our Online SmartHub Portal, you can view your billing statement, pay with your credit card or bank account, set up recurring payments, report a problem with your service, update your account information and more!

2) Pay by Phone with Secure Pay
You may pay by phone using your credit or debit card by calling 855.948.2948.

3) Autopay
When you are enrolled in our autopay option, we will automatically debit your bank account or credit card each month.

4) Pay by Mail
To pay your bill my mail, please mail your payment via check with your remittance stub to PO Box 125 Gainesboro, TN 38562.

5) Pay In Person or Drop Box
Feel free to stop by any one of our seven local offices to pay your bill. For your convenience, you can leave your payment in any of our local office secure drop boxes.

Bills and Payments

Your billing statement is generated monthly and is due by the 15th of each month. Each statement includes charges billed for the one-month period in advance from the date of the bill.

How To Get Service Restored
If your service is disconnected for non-payment, previous charges must be paid before your service can be reconnected. The reconnection fee will be added to your next bill.

Services are billed for the current month in advance. Bills are generated on the 1st of the month and payment is due by the 15th. Our long-distance billing cycle runs from the 16th to the 15th of the month.

YYour total bill must be paid in full before your service is reconnected. If you have a past due balance that you cannot pay, please contact your local office to discuss payment options.

Online Bill Pay

To get stared, you will need access to the Internet and a valid e-mail address. You can register as a new user here. You will need your account number to enroll in the Smarthub Online Payment Portal. You will be prompted to create a password for your online account. Next, follow the on-screen sign-up instructions to complete your enrollment. The SmartHub App is also available for iOS and Android devices.

Yes. We accept MasterCard, Visa, Discover and American Express.

Twin Lakes currently offers this service to you free of charge. However, we recommend that you contact your bank to inquire about any potential fees they may charge for this service.

Yes, there is a charge for returned payments. If your transaction is returned by your bank for any reason, Twin Lakes will reverse your payment and charge your account a fee of $20.00 per returned transaction.

With the Twin Lakes SmartHub Portal, you can make one-time payments, schedule payments or sign up for autopay via recurring credit card payments or bank draft.

We are committed to ensuring a secure online environment for you. For password resets, please contact our Support Team at 800-644-8582. We are available 24/7, 365 days a year.

Yes, by default, you will receive your paper bill. You can opt for paperless billing by signing in to your Twin Lakes SmartHub Online Account. Receive a one-time $20.00 credit on your billing statement when you enroll in paperless billing for the first time.

Typically, your account will be updated with your payment on the next business day.

Account Support

General

Online Bill Pay

SmartHub Video Tutorial