As a customer service representative, you may encounter customers who are unable to create an EyeOnWater account. Below are common reasons for account creation issues and guidance on assisting customers:
1. Incorrect Account Number
- The customer may have entered an incorrect account number.
- Verify the account number against utility records.
- Advise the customer to check for typos and try including or excluding special characters (e.g., hyphens, asterisks, ampersands).
- Remember, EyeOnWater sign up process looks for exact matches. Any mismatch no matter how insignificant will prevent the system from finding a matching account number.
2. No Smart Water Meter
- Accounts linked to manually-read meters do not currently support EyeOnWater smartphone app access.
- Confirm if the customer’s meter is a smart meter. If not, inform them that access via either the iOS or Android EyeOnWater app is not available, but that they can sign into. one of the EyeOnWater web portals (eyeonwater.com in the US, eyeonware.ca in Canada, eyeonwater-eu.com in Europe) to view their water usage.
3. Recent Meter Upgrade
- If the customer’s meter was recently upgraded, their data may not yet be in the system.
- Check your CIS or billing system for updates on when the customer’s data will be updated and inform the customer.
4. Mismatched ZIP/Postal Code
- Ensure the ZIP/Postal code the customer enters matches the one shown in BEACON on the account’s corresponding Monitor page card.
- Suggest using only the first five digits of the ZIP code.
- If no Zip/Postal code is visible on the card, suggest that the customer use the billing ZIP/Postal code associated with their account.
5. Customer’s email is already in use
- If the customer previously had an EyeOnWater account or their email is already linked to an existing EyeOnWater account, they won’t be able to create a new account. Instead, they should use the Link More Accounts function to add more accounts to their EyeOnWater dashboard. TIP: You can use the Manage EOW page to link additional accounts for the user.
6. Service Availability
- If you do not offer EyeOnWater services to your customers, let them know.
For further assistance, escalate the issue to feedback@eyeonwater.com.
