EOW Password Issues

Troubleshooting: Password Issues

Customers sometimes report issues when they try to reset their EyeOnWater password. Review these common causes:

1. Typo in the email address they entered in their Reset Password request – Confirm that the customer is entering the correct email address. Remind them that the system looks for exact matches. It is common for users to forget that the email address that used when they they created their account.
2. Wrong Username (Email Address) – Ensure they are using the correct email address linked to their account. Ask them to share the email they’re using to log in and compare it to the email that their account is linked to. You can do this quickly via the Engagement > EyeOnWater users page.
3. 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 restored. It is also possible that someone accidentally removed the association between the user’s email and their account ID. Whatever the cause, the way to quickly verify that the customer’s account is linked to EyeOnWater is to search for their account ID. If you do not see a blue water drop in the upper left corner of their Monitor page card (see below), their account is no longer linked to EyeOnWater.
   

   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.

4. It is common for the reset password email to be blocked by spam filters. Ask the customer to check their spam folder for the reset password email.
5. If the user requests the reset password email multiple times, it is important to remember that each successive reset password link overrides the previous reset password links. In other words, the user must use the most recent reset password link for the reset password process to work correctly.

If the customer continues to have trouble, follow escalation procedures as needed.