Changing a Customer’s EOW Email Address

If a customer needs to update their EyeOnWater email address, follow these steps based on their access method.

For Web Portal Users (US, Canada, EU):

1. Have the customer log into their EyeOnWater account through the US, Canadian or EU web portal.
2. Instruct them to click the profile circle in the upper right corner.
3. Select Change Email and follow the prompts.

For Mobile App Users (iOS & Android):

Ensure App Version:

• iOS: Requires version 2.13.4 or later.
• Android: Requires version 2.8.xxx or later.

Steps to Change the Email Address:

1. Go to Settings > Change Email Address.
2. Enter the new email address and select Continue.
3. Accept the Terms of Use.
4. Select Submit.
5. Open the email sent to the new email address and click the verification link.
6. Return to the app and select “I’ve verified my email”.
7. Log in with the new email address.

Important Notes:

• If the customer has EyeOnWater accounts with multiple water companies, they will receive separate email verification requests for each account.
• If they access EyeOnWater through their water company’s billing portal, they must contact their utility directly to update their username/email address.

If the customer encounters issues, verify their app version, email receipt, and account setup before escalating.