My Account and e-billing

What is My Account?

My Account offers you the convenience of managing your Unitywater account online 24 hours a day, seven days a week. It’s easy to use and gives you the flexibility to manage your account, your way.

  • Sign up to receive your bills by email or SMS 
  • View, pay and store your bills in one secure location
  • Check your account balance and download your billing history 
  • Set up direct debit and payment plans to suit your budget 
  • Track your water usage between bills
  • Update your contact details instantly
  • Generate bill estimates
  • Check previous meter read details
  • Request infrastructure plans, search certificates and standard connections for sewerage and water services

View our video introducing My Account and e-billing

 

How do I register for My Account?

Registering is quick and easy. All you need is a copy of your Unitywater bill and an active email address, then go to the My Account registration page and follow the instructions.

Looking for a step-by-step guide?

Step 1:  Click on this registration page (https://www.myaccount.unitywater.com/#/login) or find a link to My Account at unitwater.com (http://www.unitywater.com/).

Step 2: Enter your Unitywater Account Number (located at the top right of your Unitywater bill) and follow the instructions.

When entering your details, please ensure they match exactly what is printed on your bill. This will help us identify your account details and match them.

Step 3: Once we've received your registration request, we will send you  an email asking you to activate your My Account registration.

Please ensure that you have selected the activation link in your registration email if you are logging in for the first time. 

Who can register for My Account?

For sewerage and water bills:
Any registered owners listed on the bill or anyone with Power of Attorney over the property or account can register. If you would like to give anyone else access to your account details (e.g. a relative or property manager), please contact us so we can make them an ‘authorised person’. This is quick and easy and once it’s done, they can use your bill details to register and set up their own unique username (email address) and password.

For other types of Unitywater accounts (e.g. business, trade waste, etc.):
Anyone from your business can register if they have a copy of the Unitywater bill (or the required details from it) and they have set up their own unique username (email address) and password.

What if there is more than one person listed on the bill who wants access to My Account?

If your property has multiple owners listed on the bill, each owner can register for My Account if they have a copy of the bill (or the required details from it) and their own unique email address (username) and password.

What if I want to give someone access to My Account login (e.g. while I am away or on holidays or to manage my rental property)?

To protect your privacy and security, we strongly advise you not to give your login details and password to any other person, even for a short time. If you would like someone else to manage your bills and account details via My Account, please contact us so we can make them an ‘authorised person’. This is quick and easy and once it’s done, they can use your bill details to register and set up their own unique username (email address) and password.

What happens if my details don’t match or I’m having trouble with the registration process?

When entering your registration details, please make sure they match exactly what is printed on your bill. This will help us identify your details and match them to our records. Check the details on your bill carefully and try entering them again. 

What if my registration email does not arrive?

Your registration email can take a few minutes to arrive. It if it doesn’t appear in a short time, check your ‘Junk Email’ or ‘Spam’ folders. If it’s not there, contact us and we’ll send you another email allowing you to reset your password.

Note for mac users: If you are opening your activation email using the Mail app in OS X the activation button may not appear. If this occurs, simply open the activation email using a web browser.

We suggest you add our email address to your contacts or safe senders list to ensure you continue to receive important emails from My Account.

How do I login to My Account?

Once you have registered and activated My Account, it’s quick and easy to login:

  1. Go to the Unitywater My Account login page. 
  2. Enter your username (registered email address) and password.

What if I’ve forgotten my password?

Simply click on the ‘Forgot password’ link on the My Account login page. We’ll send you an email asking you to reset your password. You can reset a new password or the same password as last time.

How long should my password be?

Your password must be 8 to 20 characters and must contain at least one uppercase letter, one lowercase letter and one number.

What happens if I get locked out of My Account?

You will be temporarily locked out of your My Account after 5 unsuccessful attempts to enter your password correctly. If this happens, simply click on ‘Forgot password’ to reset your password. If you’re still having trouble, please contact us.

How do I change my username (email address) or password for My Account?

Once you have logged in to My Account, you can change your username (email address) and password on the ‘My Details’ page. Your privacy and security is important to us, so each time you make a change, we’ll email you to confirm your username or password has been changed successfully. 

Can I export and download my billing and payment history?

Yes, go to the ‘My History’ page and with one simple click you can export your billing and payment history for the last financial year, or select a specific date range for any period between 1 January 2012 and the current date. Your history will be instantly exported into a handy Excel spreadsheet to view and download.

If you need a copy of your transaction history prior to 1 January 2012, please contact us.

Can I view and update my contact details in My Account?

Yes, you can view and update your details instantly 24/7 on the ‘My Details’ page in My Account. Simply click on the ‘Edit Details’ buttons for easy, immediate updates to your:

  • postal address
  • bill delivery method (email, SMS or post)
  • reminder delivery method (email, SMS or post)
  • mobile number
  • home phone number
  • email address for your My Account username
  • password for My Account.


As your login security is important to us, we will send you an email to confirm any changes made to your My Account username (email address) and password. Any other changes (e.g. postal address, mobile, home phone) will be shown on screen only.

Are the changes to my details immediate in My Account?

Yes, any changes you make to your details in My Account are instantly updated to our records and effective immediately.

 

What if I am having problems viewing My Account in my internet browser?

You may need to upgrade your browser to the latest version. My Account is best viewed in the recommended browsers listed below. These browsers will ensure you have the best user experience, increased security and full access to all the features of My Account. If you are using an earlier version of these browsers, you may not be fully protected or able to use all parts of My Account.

Recommended browsers:

  • Microsoft Internet Explorer (Version 8 or above)
  • Mozilla Firefox (Current Version)
  • Apple Safari (Version 7 or above)
  • Google Chrome (Current Version).

How do I give feedback or make a suggestion about My Account?

Your feedback is important and will help us improve My Account. If you have a suggestion or a question you can’t find the answer to, please let us know via our online feedback form.

 

 

What is e-billing?

E-billing enables you to receive your Unitywater residential bills and business accounts (including any reminders and overdue notices) by email or SMS. It’s not compulsory but if offers you a great range of benefits, especially when used with your online access to My Account.

Say goodbye to paper bills and hello to easy, fast bills online:

  • Access your bills 24/7 from wherever you are – away from home, on holidays or overseas.
  • Receive, store and pay your bills in one convenient, secure location.
  • Save paper and help the environment.
  • Sign up in a few simple steps – it’s easy and it’s free!

What happens if I choose e-billing by email?

If you choose email, your bill will be sent as PDF file to your email address. It will also be available to view, pay and store online at My Account. It will no longer be mailed to you via Australia Post.

What happens if I choose e-billing by SMS?

If you choose SMS, your bill will be uploaded to My Account and we will send you an SMS text message to let you know when it is available to view online. It will no longer be mailed to you via Australia Post.

Do I have to sign up to e-billing? Is it compulsory for all customers?

No, it’s completely your choice. If you prefer to receive paper bills, we’ll continue to post these to you in the mail. We’ll only send your bill by email or SMS if you sign up to e-billing in My Account or by contacting us.

Will you charge me extra if I stay with paper bills?

No, you won’t be charged an additional fee if you decide to stay with paper bills.

If I don’t sign-up up to e-billing, can I still use My Account?

Yes, you can still use all the features of My Account, including viewing, paying and storing electronic copies of your paper bills online. There are only a few My Account options that aren’t available, as you need to sign up to e-billing for these:

  • Smoothpay – a personalised payment plan that makes budgeting for your bills easy by spreading your payments evenly over the year.
  • Online 7-day interest-free payment extensions (See the ‘My Payment’ page of My Account for details).

How do I sign-up for e-billing?

Go to the ‘Bill Delivery’ section on the ‘My Details’ page in My Account, then click on ‘Edit Details’ – select from:

  • Email (with PDF bill attached)
  • Online via SMS text message.

We’ll send you an email message to confirm that you have signed up successfully.

If I choose e-billing, how will I receive my reminders and overdue notices?

Your selected e-billing delivery method (email or SMS) will also be used for any reminders and overdue notices we may send if you have an overdue amount, unless you choose a different delivery method for these notices. 

Can I change my bill or reminder delivery method any time?

Yes, you can make quick and easy changes to your delivery method anytime on the ‘My Details’ page of My Account.  

What payment options are available to My Account users?

My Account users can still enjoy all the convenient payment methods currently listed on their Unitywater bill, plus new payment options that are only available in My Account:

NEW online payment options – exclusive to My Account:

  • Smoothpay – a personalised payment plan that makes budgeting for your bills easy by spreading your payments evenly over the year.
  • Direct Debit by Credit Card – set up hassle-free automatic payments from your credit card. Select from fortnightly or monthly payments or the full amount of your bill on the due date.

Why can't I see my credit or debit card details?

To protect your security and reduce the likelihood of credit or debit card information being stolen, My Account does not store any of your card details. Instead, these details are stored by our payment provider who complies with the Payment Card Industry Data Security Standard (PCI DSS). The expiry date of the card used is the only information that will be displayed on the My Payments page of My Account.

Why can’t I see my recent payment in My Account?

Depending on how you’ve paid, it may take 2-3 business days for a payment to be displayed in My Account. We recommend you check My Account again in a few days. If your payment is still not showing, please contact us.

What is Smoothpay?

Smoothpay is a personalised payment plan that makes budgeting for your bills easy by spreading your bill payments evenly across the year. Plus, it has other great features to assist you:

  • Choose from fortnightly or monthly instalments calculated for you
  • Pay by your preferred method
  • Interest-free (we don’t charge interest on overdue amounts)
  • Convenient e-billing
  • No additional fees and charges

Smoothpay is only available for set up online at My Account.

Find out more about Smoothpay and read our Smoothpay Terms and Conditions.

Who can set up a Smoothpay plan?

Smoothpay is available for the payment of residential sewerage and water bills only. You can set up a Smoothpay plan if you are the registered owner of the property and you have signed up for e-billing by email or SMS. Smoothpay is only available for set up online at My Account.

Smoothpay is not available for the payment of other types of Unitywater accounts (including general sundry accounts for trade waste, water carriers, metered hydrant standpipes and other services). However, you can still use our other convenient payment options to pay these accounts.

Read the Smoothpay Terms and Conditions for more information on who can set up Smoothpay.

How do I set up Smoothpay?

Online setup is quick and easy, and only available at My Account. If you have not yet signed up for electronic billing, you will be asked to do this during the setup process.

What if I miss a Smoothpay payment?

If you miss one Smoothpay payment, we will send you a letter to remind you to pay. We won’t charge you any interest on your overdue amount if you make up this payment and continue making your regular Smoothpay instalments.

If you miss two payments within a six month period, we’ll automatically cancel your Smoothpay plan. You will have to pay any overdue amount immediately to avoid being charged interest.

How do I set up Direct Debit online in My Account?

Online setup is quick and easy. Just follow a few simple steps:

Step 1: Go to the ‘My Payments’ page in My Account, select Direct Debit by Credit Card or Bank Account, and click on the ‘Set up now’ button.

Step 2: Fill out the required fields, including your Direct Debit amount and frequency (e.g. $40 per fortnight) and the start date for your payments. Select from:

  • Fortnightly – your start date should be no earlier than tomorrow and no later than 14 days ahead.
  • Monthly  - your start date should be no earlier than tomorrow.
  • Balance on Due Date (i.e. the full amount of your bill debited on the due date) – your start date is immediate.

Step 3: Read and agree to the Direct Debit Service Agreement.

Step 4: Confirm and submit your details to complete the setup.

Step 5: We’ll mail you a Direct Debit confirmation letter within a few days. If you’re having trouble setting up Direct Debit online, please contact us and our Customer Service team will assist you.

How do I change or cancel my Direct Debit or Smoothpay plan?

You can change or cancel your Direct Debit or Smoothpay plan online at any time in My Account. Simply go to the ‘My Payments’ page where your Direct Debit/Smoothpay details will be listed, click on the ‘Change’ button and follow the instructions.

Can I get an online payment extension if I need more time to pay my bill?

Yes, if you’ve signed up for e-billing (via email or SMS) you can automatically request an online interest-free 7-day extension to the due date on your bill through My Account – you don’t need to call Customer Service or speak to anyone else.

Please note this option will only be displayed if you have a bill amount due. Please apply before the due date on your bill and make sure you have no overdue amounts owing.

 

What is My Usage Tracker?

The ‘My Usage’ page in My Account features a handy online tool to compare your current daily water usage with your water usage from previous bills. It provides you with a personalised water usage graph that gives you an instant view of how much water is being used daily. This will also help you control your bills.

It’s easy to use – just follow these simple steps:

  1. Take a reading of your water meter, usually found at the front of your property inside an in ground meter box or just above the ground.
  2. Write down the date and the numbers shown on the meter – kilolitres (black numbers) only.
  3. Login to My Account and go to the ‘My Usage’ page, then enter the following details:
    • Date of the metering reading
    • Meter reading number - kilolitres (black numbers) only.
    • Number of people living at your property – this will enable you to compare your daily water usage with the regional average for other households of the same size.
  4. Click on the ‘Update tracker’ button - this will automatically update your personalised ‘Usage Tracker’ graph displayed on screen.

How do I get a bill estimate?

As well as keeping an eye on your usage, you can also obtain a bill estimate, which can help you manage your bills and identify leaks.

On the 'My Usage' page, you can enter the date, your meter reading and the number of people in your household. Based on your bill history and average water use, a bill estimate will be generated.

How do I read my water meter?

For a quick step-by-step guide, watch our How to read your meter video or visit the meter reading page on our website.

Which meter reading numbers do I enter in for My Usage Tracker?

Make sure you enter the kilolitre numbers only. These are usually the black numbers on the face of the water meter - not the white numbers on a red background, or the numbers on the dials.

What if my water usage is higher than expected?

Here are some common reasons for higher than expected water usage:

  • Visitors or more people living at your house 
  • Renovations or building work
  • Extra garden watering and pool top-ups in hot dry weather 
  • Automatic watering systems and tank top-up devices set too high or not working properly 
  • Leaking taps, running toilets and concealed leaks hidden in walls, driveways or underground.

We recommend you check for concealed leaks regularly. To find out how, watch our How to read your meter video.

    Did You Know
  • A garden hose can use 15 litres of water per minute. That's 150 litres of water in just 10 minutes!