Getting locked out of your MyPhillyWaterBill account can be very frustrating when you’re trying to make a payment. Below, we’ll review,

  • What to do if you get locked out of your account, and
  • How to prevent a lockout from happening in the first place.

In October 2019, the City of Philadelphia introduced paperless billing, or ebilling, to streamline the payment process for water customers. Over 130,000 people now use MyPhillyWaterBill to enroll in AutoPay and manage online payments.

The system makes paying your bill easy. But it is also designed to securely process payments and store your important personal information. Security features are meant to keep others out of your water account. This is what you should do if you’ve locked yourself out.

Tips to prevent an account lockout

They say prevention is the best cure. That is true of most MyPhillyWaterBill difficulties too. Avoid locking yourself out of your account by following these tips.

  • Pick security questions and answers you will easily remember.
  • Even if they are easy, write down your password and the answers to your security questions. Keep them in a safe place. Lockouts almost always happen when you answer your security questions incorrectly.
  • If you’ve forgotten your username, password or are unable to access your recovery email address, it’s best to RESET YOUR PASSWORD using the ‘forgot the password’ options.

Note: You will need your access code. Find this 9-digit number on your bill, or in payment confirmation emails you’ve received.

A copy of a Philadelphia water bill, drawing attention to the nine-digit customer account number

  • If you’ve already tried to login twice, it’s best to RESET YOUR PASSWORD. An unsuccessful third attempt will lock you out. Use the ”forgot the password” options BEFORE you get locked out.
  • If you no longer have access to your recovery email address, or don’t remember which email address you used, you can email us at MyPhillyWaterBillHelp@phila.gov with your address, account number, or last name to help us locate your account.

When you’re already locked out

If you’re reading this blog post, there is a good chance you’re already locked out of your account. Don’t set up a new account if you’ve been locked out. Instead, follow the steps below.

  • If an error message tells you that you’ve been locked out of your account, send an email to: MyPhillyWaterBillHelp@phila.gov or call (215) 685-6300 for assistance Be prepared to share your address to help us locate your account.

A great way to reduce the number of times you have to log in to pay, is to sign up for AutoPay. It’s MyPhillyWaterBill’s helpful “set it and forget it” feature.

AutoPay allows the City to automatically withdraw the funds to pay your water bill every month. It includes features that allow you to personalize your payment date and even set a maximum amount withdrawn from your account each month. So even if you have an unexpected leak, you’ll never have an unexpected amount withdrawn from your account, and you’ll have time to resolve the issue.

Photo: Andrew Writer