My Account troubleshooting

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.

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

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.

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, please contact us and we’ll send you another email allowing you to reset your password.

A 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 your bills and important emails from My Account:


  1. Click on the orange button 'Activate my Account' on the email.

  2. If no orange button, click on the grey box outline with words 'Activate my Account'.

Please note: If you are using an Apple Macintosh native mail application, the button may not work:

  • hold down then SHIFT key and click on the button. 

  • If this doesn’t work try opening the email in a web browser (e.g. Internet Explorer, Google Chrome, Safari).

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.

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.

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

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. 

Sometimes when a business account is set up it is only in the business name and no individual person (e.g. director) has been authorised. 

Please complete the online form here to add yourself or any other authorisers to the business account and please state you would like this linked to your residential account. Alternatively, you can complete the Company Account Authority Request Form (PDF 260KB).

Please note: Accounts can only be linked if the full name of the authoriser is exactly the same on each property.

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).

If you have logged into My Account with an iPad you will not be able to view:

  • My Usage
  • My Requests
  • My Inbox

Please log in via a desktop in order to see these functions of My 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.

If you do not have an account number with Unitywater we can set up a Sundry Account for you. This will enable you to order a Detailed Infrastructure Plan (DIP) online at My Account. Please call us on 1300 086 489 and we can help set one up for you now. 

E-billing troubleshooting

Please add our email address to your contacts or safe senders list to ensure you continue to receive your bills and important emails from My Account:

You don't have to click on any link in the email. Please find the attached PDF in the email either at the top or bottom of the email.

A note for Mac users: Please try right-clicking in the top third of the email body and a little box should come up including a paper clip. 

Click on this paper clip and your attached bill should open. 

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. Changing the delivery method for your reminders is easy online on the 'My Details' tab in My Account. 

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