Welcome to the MyAccount FAQs section, where you can find answers to all your questions about using our online portal. MyAccount offers a convenient way to manage your account, from paying bills and setting up Direct Debit to viewing your usage history and updating contact details. Whether you're getting started, managing payments, or updating account information, this section is designed to guide you through everything you need to know.
Explore the FAQs below to help you make the most of MyAccount and get answers to any questions you may have about registration, access, and security. If you need further assistance, our customer service team is always here to help.
Getting started with MyAccount
You can access some online services without registering, such as providing water meter readings, applying for a water meter, changing your address, and making payments. However, to access the full range of features, including viewing bills, setting up Direct Debit, and managing your account, you will need to register.
Registering for MyAccount is quick and easy. Simply fill out the registration form with your details, choose a password, and use your 8-digit customer number as your User ID.
With MyAccount, you can:
- Set up automatic Direct Debit payments
- Request paperless bills
- View and download current and past bills
- Send meter readings
- View your consumption and payment history
- Update your contact details
- Manage multiple accounts
Billing and Payments
Yes, you can set up a Direct Debit by logging in to MyAccount, navigating to the payment section, and selecting the option to set up a Direct Debit. Follow the prompts to enter your bank details and confirm the setup.
To request paperless bills, login to MyAccount, go to your account settings, and selecting the option for paperless bills.
Yes, you can opt out of paperless bills under the terms and conditions. Even if you receive paper bills, you can still access them online.
Once logged in, go to the your account settings and select the option for bills, where you can view your current and past bills.
Yes, you can download or print your bills directly by navigating to your account settings and selecting the bills option.
Currently, MyAccount does not support payment notifications. However, you can regularly check your account for updates on your payments.
Managing Account Details
Billing addresses cannot be updated through MyAccount. Please contact our customer service team at 0330 123 0205 to make changes to your billing address.
Yes, once logged in, go to the your account settings and select the option for contact details.
Enter the name exactly as it appears on your bill, including an capitalisation. It’s case-sensitive.
Ensure that you’re entering the Supply Postcode, not your correspondence address.
Yes, this is for security purposes and to ensure we have the correct contact details for the account holder.
No, MyAccount only allows for one email address and one password per account. Multiple logins are not supported.
Yes, you can register multiple accounts with the same email address, but you’ll need to login separately for each one.
Access and Security
Your User ID is an 8-digit number found in the top left corner of your bills. You only need the first eight digits, omitting the last two. Please note, this system is not available for Scottish Water customers or trade effluent bills.
If you have forgotten your user ID or password you can reset them using the forgotten user ID or forgotten password pages. A secure link will be sent to your email to help you regain access.
You can change your password after logging in by navigating to the account settings and selecting the option to update your password.
Check your spam or junk folder. If you still don’t see it, try requesting the reset again, ensuring you enter the correct email address. If the problem persists, contact our customer service team at 0330 123 0205.
If you have forgotten your user ID, we can email a reminder to the email address we have on file. To receive this reminder, please enter your 8-digit customer number and the email address you registered with MyAccount.
If you no longer have access to your registered email or are having difficulties logging on, please call us at 0330 123 0205 and we will help.
For security reasons, after three unsuccessful attempts, the system will lock you out for 24 hours.
This could be a technical issue. Try clearing your browser history/cache and then try logging in again.
Please call us at 0330 123 0205 and one of our customer service team will be able to help.
Additional Features and Security
Yes, MyAccount is accessible on mobile devices through your web browser. Simply visit the site and log in as you would on a desktop.
MyAccount is protected by industry-standard security measures, including encryption, firewalls, and secure connections (indicated by a padlock symbol and "https" in your browser). We take data security seriously, ensuring your information is safe from unauthorised access.
We also recommend using a strong password and not sharing your login details with others.
