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How do I sign up to MyAccount?

Step 1 To register, you will need your customer reference number (you can find this on your bill). You will also need one of the following pieces of information to verify your identity:

  • the last bill payment method or 
  • the settlement date of your property or
  • the lot and plan number of your property (you can find this on your council rates bill). 

Step 2 Visit the MyAccount registration page

Step 3 Complete your details making sure they match exactly what is printed on your bill.

Step 4 Enter your email address and set a password.

Note: MyAccount is only available for residential properties. Commercial properties or properties owned by a Trust can use the services found in the Accounts and Billing section

 



I’m having trouble registering

When entering your details to register, please make sure they match exactly what is shown on your bill. This includes salutations such as Mr or Mrs. Note that you need to use the property location, and not the mailing address.

MyAccount is only available for residential properties. Commercial properties or properties owned by a Trust can use the services found in the Accounts and Billing section

 



I didn’t receive a confirmation email

Your registration email can take a few minutes to arrive. Remember to check your Junk or Spam folders.
If you don’t receive the email within a few hours, please contact us and we’ll send you another email allowing you to reset your password.
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: no-reply@urbanutilities.com.au

 



How do I change my user name (email address) or password for MyAccount?

Log in to your account with your current user name and password. Choose Personal details from the MyAccount menu in the top right corner of the website. MyAccount dropdown menu

Under the Account access and security section, you can change your email address and password. 

 



I’ve forgotten my password

You can reset your password by visiting the login page, click "Login", enter your registered email address, click "next", then click the "reset your password" link.

We will send you a password reset email to the email address you registered with. Remember to check your Junk or Spam folders for the email.

Alternatively, you can request a one time code that will be sent to your email, if you don't want to reset your password. To do so, follow the instructions above but click the "request a one time code" link instead of "reset your password".

 



I don’t have access to the email address I registered with anymore

If you know your MyAccount password, log in using the email address you registered with. You can change your email address in the Personal details section.

If you have forgotten your MyAccount password and do not have access to the email address you registered with, please call us on 13 26 57 (8am – 6pm weekdays).
MyAccount dropdown menu



Do changes to my details in MyAccount happen immediately?

  • Changing your billing address – the time at which this takes effect is dependent on when your next bill is issued. For example if your latest bill has just been printed, it will take effect on the bill following this one (e.g. next quarter).  
  • Changing your email billing address – this is effective immediately.
  • Changing your phone number – this is effective immediately.

 



I can’t see all my properties in MyAccount

When you first log in to MyAccount, you will see the option to ‘add a property’. Complete the form shown and any properties in your name or that you have authority to manage will be displayed. Select the property or properties you would like to link.

If you cannot see a residential property that you would like to link, call us on 13 26 57 (8am –6pm weekdays).

 



How long should my password be?

Your password must:

  • Be at least 10 characters long
  • Contain at least one uppercase and one lowercase letter
  • Contain at least one number
  • Not contain common words
  • Not contain any part of your name or email address

 


 

My property has been locked out when registering

If you are trying to register and you entered incorrect information, your property will be temporary locked out. If this happens call us on 13 26 57 (8am – 6pm weekdays).

 



I can’t see my business in MyAccount

Currently, business accounts are not available in MyAccount. We are working to provide this service to you in the very near future. 

 



I’m having problems viewing MyAccount in my browser

You may need to update your browser to view MyAccount correctly. MyAccount is only supported by the latest versions of Google Chrome, Edge, Safari and Firefox. You can easily check your browser version and get online help upgrading your browser by visiting Update my browser.