Troubleshooting Account Linking Issues
If an EyeOnWater user is unable to link additional accounts, here are a few possible reasons:
• Incorrect Account Number – The system may not recognize the account number entered. Verify for typos and ensure it exactly matches the Account ID that’s displayed in BEACON on the Monitor page card.
• No Smart Water Meter Installed – If the user accesses EyeOnWater via one of the smartphone apps, linking is only supported for accounts with smart water meters. If the account relies on manual readings, it cannot be linked at this time.
TIP: To quickly determine whether a user has a manually read (AMR) meter or a smart meter, check their consumption graph. If you only see Monthly reads, the meter is read manually or with AMR technology. If you see 15-minute or hourly data, the meter is a smart meter.
• Mismatched ZIP/Postal Code – The ZIP/Postal code entered must match the one on file. Advise the customer to enter the billing ZIP/Postal code associated with their account.
If the issue persists after these checks, escalate according to standard procedures.
