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Click here to read more about these exciting changes! We will also be mailing this newsletter to your home.
New Customer Experience
On November 7, 2022, we introduced new options and tools to help improve your experience with Liberty. As a result, we are experiencing high call volumes.
We appreciate your patience and are doing our best to answer everyone's call. Please use this page as a guide to navigate the new My Account. We will be updating it as needed.
Need Help Troubleshooting?
See below for a list of the most commonly asked question from our customers regarding our new system.
Why am I unable to create an account in the new system?
We have discovered a glitch that is preventing some customers from creating their account and we are working diligently to resolve it. We appreciate your patience and will update customers when it is fixed.
Where do I mail my payment?
The mailing address has changed. If you use your bank’s bill payment service, please change the address with your bank. The new payment mailing address is:
Liberty Utilities New York
PO Box 75463
Chicago, IL 60675-5463
Do I need my new account number to make a payment?
No. To allow our customers plenty of time to get their new account number, your old account number will still work for a few months after the transition to the new system.
Am I going to be charged a late fee if my payment is late due to having trouble utilizing the new payment system?
No! We understand the changing of systems is causing some issues and we want customers to know we will not be charging late fees until our call volume drops and customers are able to speak with a representative in a timely manner to help them troubleshoot any issues they are encountering.
My payment is late because I can’t get into my online account to make a payment. Is my water service going to be shut off?
No! Customers who did not have large outstanding balances and who were making payments to their account prior to our systems changing do not need to worry about their service being shut off.
With the new and improved My Account, you will be able to:
- View and pay your bill online.
- Choose your account notification preferences – email or text message – and when you want to receive them.
- Sign up for Paperless Billing which allows you to view and pay your bills securely online.
- You will be able to set up automatic payments using your bank account, so you’ll never miss a payment.
- View your usage with easy-to-read graphs, helping you better manage your usage and save on your next bill.
Looking to create an account? Here's how! Customers can use their old account number to sign up for My Account.
Sample Bill Design
Alongside the launch of the new My Account experience, you’ll notice a new, easier-to-read bill. The new bill will have an enhanced usage graph and key information will be easier to find.
Click here to see a sample of what your new bill will look like and to see where important information is located.
Additional bill samples can be veiwed below:
Some important things to know as we transition to the new system:
- Your account number is changing with the new system. When you receive your new bill in November 2022, your new account number can be found in the top left corner or click here to get your new account number. If you are planning to enroll in our new My Account and are not a previous Paperless Billing/Automatic Payment/My Account(MyWater) customer you will need to have your new account number to enroll.
- All payments (scheduled automatic payments, one time payments, e-checks, etc.) made between October 29th and November 7th may be delayed in showing up on your account. Your payment will not be marked as late and you will not incur late fees or be in jeopardy of disconnection due to this delay.
- For those who may have Paperless Billing, Automatic Payment or My Account (MyWater), please reference the table below for how we are supporting this transition:
| Scenario | Transition |
Paperless Billing Customers | Your enrollment in Paperless Billing will continue uninterrupted. A new My Account profile will be created on your behalf. To complete the setup of your new My Account profile you will receive an email notification on or after November 7th requesting that you reset your password. Your username for this will be the email account on file. To reset your password simply follow the instructions provided in the email. |
| AutoPay Customers | Your Automatic Payments will continue uninterrupted; however, there may be a slight delay in processing as we transition to this new system. No late fees will be applied if there is a delay caused by the transition. A new My Account profile will be created on your behalf. To complete the setup of your new My Account profile you will receive an email notification on or after November 7th requesting you to reset your password. Your username for this will be the email account on file. To reset your password simply follow the instructions provided in the email. |
Current My Account Customers | On November 7th we will be retiring the current My Account (MyWater) service in order to launch an all new and improved My Account experience. If you are a current My Account (MyWater) customer a new My Account profile will be created on your behalf. To complete the setup of your new My Account profile you will receive an email notification on or after November 7th requesting you to reset your password. Your username for this will be the email account on file. To reset your password simply follow the instructions provided in the email. |
*If you have Paperless Billing, AutoPay services and My Account(MyWater), you only need to do this activity one time. |
More exciting and positive changes are on the way and you will hear from us soon.
Have questions?
1. Is my account number changing?
Yes. Your account number will change with the system change in November 2022. When you receive your new bill in November 2022, reference your new account number in the top left.
2. With my account number changing, am I required to change anything for my recurring payment I have set up through my bank?
- If you have bill pay set up through your bank’s online payment service, you will need to log into that service to edit the payee information for Liberty and enter your new account number, after you’re received your new bill.
- If you require your new account number before you receive your November bill, contact us at 1-877-426-6999 TDD: 711.
3. Am I able to make a payment with my old account number if I do not know what my new account number is?
Temporarily, yes. After our systems have switched over on November 7, we will manage payments across all accepted payment methods with either account number for a few months but do ask that you work to change your old account number to the new account number at your earliest convenience.
4. Am I required to sign up for My Account to make one-time payments online?
No. You are not required to sign up for My Account to make one-time payments online.
5. Will there continue to be fees for one-time payments?
Yes. However, there is a change to the fees for one-time payments; you will now see a reduced fee of $1.75 per transaction (previously $1.95 per transaction). Liberty does not profit from this.
If you are planning to enroll in our new My Account and are not a previous Paperless Billing/Automatic Payment/My Account(MyWater) customer you will need to wait until you receive your November bill and have your new account number to enroll.
6. Am I required to sign up for My Account to register for Paperless Billing?
- Yes. You are required to sign up for My Account to receive Paperless Billing.
- If you are planning to enroll in our new My Account and are not a previous Paperless Billing/Automatic Payment/My Account(MyWater) customer you will need to wait until you receive your November bill and have your new account number to enroll.
- If you were a previous Paperless Billing customer, a new My Account profile will be created on your behalf. You will receive an e-mail to complete the set-up process.
7. Which web browsers are supported by My Account?
- The supported web browsers include the latest Chrome, Firefox, Edge, Safari mobile, Chrome mobile.
- For mobile OS devices (Apple and Google approved devices only): iOS and Android.
8. Are there any expected changes to the budget billing program?
Our budget billing program will run as it does today with a review at six months. The only change with our new system is that there will also be a review at nine months. Beginning November 7th, we will also be offering a levelized billing program that allows you to spread payments over the year, avoiding high and low fluctuations.
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Learn more about new options and tools to help improve your experience with Liberty.