Troubleshooting: Login Issues
If a customer is unable to log in to EyeOnWater, review these common causes:
- Typo in the Password – Confirm that the customer is entering the correct password. Remind them that passwords are case-sensitive and to check if Caps Lock is on.
- Wrong Username (Email Address) – Ensure they are using the correct email address linked to their account. If they have multiple email addresses, suggest trying another one.
- Email and Account ID Link Issue – If your utility recently updated account IDs (commonly due to changing billing vendors), the link between the customer’s email and account may need to be refreshed.TIP: You may need to have whomever updates BEACON using data exchange files contact Badger Meter Tech support for help correcting issues related to Account ID changes that were made without using an ID Update file.
- Incorrect Login URL – Verify that the customer is using the correct login URL, such as https://eyeonwater.com/login or your utility’s branded URL. Logging in from any other URL will cause issues.
If the customer continues to have trouble, follow escalation procedures as needed.
