My Account help guide

All Hunter Water account holders and approved authorised representatives can register for My Account. Tenants or renters cannot access My Account to view bills for the property they’re renting.

Registering is quick and easy.

What you’ll need:

• A copy of your Hunter Water bill
• A valid email address
• A secure password (8–20 characters, including at least one uppercase letter, one lowercase letter and one number)
• A device for receiving a login code (by SMS or authenticator app)

You’ll need to enter your account details exactly as they appear on your water bill.

How to register: We’ll validate your registration using the following details:

• Your account number
• The full account name (as shown on the bill)
• Your postal address, suburb or postcode
• Your last name or company name (as listed in our system)

Social media login: You can also register using your Facebook or Google account to log in automatically.

• View current and past water bills
• Check your balance and see when your bill is due
• Make a payment
• Set up Easy Pay or direct debit (for eligible accounts)
• Request extra time to pay (for eligible accounts)
• Download copies of your bills
• Update your contact details and communication preferences

To keep your account secure, My Account uses two-step verification when you log in. You’ll enter your password, then a one-time code sent to your device via SMS or an authenticator app.

Yes. Each person listed on the account can register separately using their own email address and a copy of the bill. Only one preferred email address will receive the bill.

Yes. To link multiple accounts, you may need to validate each one using details from your bill:

• Account number
• Full account name
• Postal address suburb or postcode
• Last name or company name

We recommend you do not share your login details. If you want someone else to manage your account, please call us to add them as an authorised representative.

No. It only changes how you receive your bill, not how you pay it.

Yes. You can opt to receive your bill by email without registering. However, registering allows you to access more features.

Not directly in My Account.

When you register, your communication preferences default to email.

You can update these to SMS or post at any time to receive reminders and overdue notices in the way that suits you best.

You can view and download your water bills and statements from the past 12 months.

No. If this is identified, access may be deactivated. They can still receive bills by completing the Managing agent and real estate requests form. For 10 or more properties, contact us to request a bulk update template.

Yes. You can update:

• Postal address
• Bill delivery and reminder methods
• Contact numbers
• Communication preferences
• Email address and password
• Two-step verification method

We will send an email to confirm any changes.

• Click ‘Forgot Password’ on the login page
• Check your junk/spam folder if you do not receive the reset email
• If you are locked out, call us on 1300 657 657

• Check that your email address is correct
• Check your spam or junk folder
• Check your security settings
• Add Hunter Water to your safe sender list

• The attachment is usually at the top or bottom of the email
• For Mac users, right-click near the top of the email to reveal the paperclip icon

• Make sure you have a PDF reader installed
• Try downloading the file before opening it
• Check your device’s security settings
• Try opening the email on another device or browser

• Ensure your details match your Hunter Water bill exactly
• Clear your browser cache and cookies
• Check your device security settings

• Start typing your address and select from the list
• If it does not appear, select ‘Enter address manually’
• Make sure all required fields are filled
• Enter PO Box addresses manually