Troubleshooting tips

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. Please note: the registration process asks for the postcode of your mailing address, not the postcode of your property address. 

If you're trying to log in to My Account and reset your password, and you keep getting the 'Invalid log in' message below, it may not be working for you because your My Account access has been deregistered.

 

 

We have recently introduced security measures to help protect our customers' details in My Account, including deregistering a customer's access to My Account if they have not logged in for more than two years. 

Don't worry, it's quick and easy to register again for My Account online using the same email address and a few details from the top of your Unitywater bill, including your Payment Reference Number.  

If you need more help to register, check out our step-by-step guide or call us on 1300 086 489.

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

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.

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.

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.

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 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.

Please call our Customer Service team on 1300 086 489 to discuss linking your accounts. 

Accounts can only be linked if they are in the same name or you have full authority on the 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. 

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:

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

Account Authority Request Form (PDF 260KB) 

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. 

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).

You may also need to clear your cache and cookies from your internet browser. Clearing your cache and cookies from your browser removes stored data so that more current data can be accessed.

Please note: Clearing your cache and cookies will also clear your name and password from sites that you have allowed to remember them. You will therefore need to sign in again on websites that have previously saved your details.

Clearing your cache and cookies may temporarily slow down your web browser as data will need to be downloaded again.

Follow the steps below to clear the cache and cookies on your computer:

Chrome
Open your browser
Click on the Chrome menu on the browser tool bar
Select More tools and click on Clear browsing data
In the pop-up window, tick the boxes for information you want removed
In the menu Obliterate the following items from: select the beginning of time
Click on Clear browsing data

Safari iOS
Under Settings select the Safari option available
Select Clear Cookies and Data and Clear History

Safari
Under the Safari menu, select Reset Safari
Tick Empty the Cache and Remove all cookies then select Reset

Firefox
Select the Tools menu and click on Options
Click on the Privacy panel
Within History click the link to clear your recent history
Within the Clear all history window and Time range to clear select Everything
Tick Cookies and cache options and click on Clear now

Internet Explorer
Open your browser
Go to the Tools menu and select Internet Options
Under the General tab and Browsing history section, select Delete
Tick Temporary Internet files and website files and Cookies and website data and select Delete

Our friendly Customer Service Team is available on weekdays from 8am – 5pm to help you with My Account. You can call us on 1300 086 489 or email us anytime and we’ll get back to you shortly. 

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.