Welcome to the EyeOnWater CSR FAQ
These pages are designed to help utility customer service representatives (CSRs) quickly troubleshoot common customer issues related to EyeOnWater. Whether customers need help understanding their water usage data, troubleshooting app functionality, or resolving account-related concerns, you’ll find answers and step-by-step guidance here.
Important Note: EyeOnWater Email Leak Alerts
- EyeOnWater email leak alerts are sent from alerts-noreply@eyeonwater.com Please advise your customers to add this address to their safe sender list to ensure alerts are not filtered into spam or junk folders.
- Leak alerts are accurate the moment your customer receives a leak alert notification. The Usage graph in EyeOnWater will be updated to reflect the leak within a few minutes of that notification.
- Note: SMS text message notifications is available for eyeonwater.com users only (US phone number is required). Users of eyeonwater.ca and eyeonwater-eu.com may set up email notifications.
EyeOnWater User-facing Help
Direct your customers to EyeOnWater Help to view EyeOnWater account setup, usage, leak alert configuration information and more for the EyeOnWater web portal and smartphone apps.
EyeOnWater Troubleshooting Steps and Solutions for Most Frequently Reported Issues
Use the links below to access detailed troubleshooting steps and solutions for the most frequently reported issues.
- CSR Essential Reading
- Troubleshooting Customer Account Creation Issues
- Unable to Find Account
- Customer Not Seeing Current Usage
- Unable to Link Accounts
- Common EyeOnWater Error Messages & What They Mean
- How to View More Than One Account in EyeOnWater
- Link Accounts in More than One Utility
- Changing a Customer’s EyeOnWater Email Address
- EyeOnWater Login Issues
- EyeOnWater Password Issues
- Delete Account Requests
- Remove Customer Email and Text Numbers from Leak Alerts
