Troubleshooting tips

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, or log in with their Facebook or Google account. 

For other Unitywater accounts e.g. business or trade waste accounts
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.

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’ on the log in page to reset your password. If you’re still having trouble, please contact us.

To protect your privacy and security, we strongly advise you not to do this, even for a short time.

If you would like someone else to manage your bills and account details:

1. Please contact us so we can make them an ‘authorised person’.
2. Download and complete the form:

Account Authority Request Form (PDF 260KB) 

Yes, you can make quick and easy changes to your delivery method anytime on the ‘My Details’ page of My Account. You can select to receive bills and reminders by email or SMS.

You can add multiple properties to a single customer profile in My Account, as long as the properties have the same legal owner and the person's details match the Unitywater account holder's details.

You cannot link properties that are owned by different Unitywater account holders in the same customer profile.

Please call our Customer Service team on 1300 086 489 with any questions about how to link properties in 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. Or they can log in with their own Facebook or Google account. 

Please make sure:

• any overdue amount on the account is under $500.
• you have signed up for e-billing.
• you have selected the right water and sewerage property in My Account (if you have more than one account).
• your browser isn't blocking the 'set up e-billing' pop up window. Please check if you have blocked pop-ups in your browser.
• you do not have a current payment plan or direct debit arrangement on your account.

 

You will need to complete two factor authentication to verify your email address and password the first time you register for My Account.

You can select how you wish to receive your 6-digit authentication code – either via SMS to an Australian mobile number, email, or a third-party app such as Google Authenticator or Microsoft Authenticator that you can install on your phone or mobile device. Please note that Unitywater cannot provide technical support for these third-party apps.

Yes, simply go to the drop-down menu in the top right-hand corner of My Account and click on the link to two-step verification, where you can enter your new, preferred delivery method.

If you buy a new device but keep the same mobile number, you do not need to do anything because you will continue receiving authentication codes to this number. If you were using an authenticator app on your old device, you will need to download the app again on your new device.

If you were using an authenticator app and your device was lost or stolen, please call our Customer Service team on 1300 086 489.

 

 

You can call us on 1300 086 489 or email us. You can also fill out our online feedback form with any queries or suggestions you may have.