App FAQs

Installing the App

Why won’t the mobile App install on my phone or device?

It could be because of the type of device you are using. Our mobile App is compatible with iPhones and some versions of Android devices, but is not available for Windows or Blackberry phones. You should also check your data storage in case you need to delete something on your device to make room for the App. 

I’ve downloaded/installed the App but why isn't it loading?

Try deleting the App and re-installing it again. If there is a technical issue at our end, we’ll aim to get it fixed as soon as we can.

I’m getting a device configuration error message when I try to download the App – what does it mean?

It sounds as though you don’t have enough memory or storage to download the App onto your device. You may need to delete another application to proceed with downloading the United Utilities mobile App.

Registering to use the App

I’m getting a message that says my United Utilities account number can’t be found, can I still use the App?

To use our mobile App, you need to be a registered domestic United Utilities customer with a water account number.

If you’ve recently moved into the region, give us a call on 0345 075 0715 and we’ll get your water account set up in no time. When you’ve got an account number, you’ll be able to use the App.

If you’re a registered United Utilities customer, check the account number you are entering is correct (you’ll find this on the top right-hand corner of your paper water bill or in the corner of your My Account screen if you’ve registered for our online service). If the correct number isn’t being recognised, please give us a call on 0345 075 0715.

Why can’t I register to use the mobile App?

You need to be a domestic United Utilities customer to register to use our mobile App. If you’re a business or retail customer or a domestic customer with a commercial account, we’re sorry to say that you’re not able to register for the App. There could also be a technical issue at our end. If that’s the case, we’ll get it fixed as soon as we can.

Can I still use the mobile App if I don’t know my account number?

No, you need your United Utilities account number to register to use our mobile App. You’ll find this on the top right-hand side of your water bill or in the corner of your My Account screen if you’ve registered for our online service. If you can’t find your account number, give our team a call on 0345 075 0715.

I didn’t receive an activation code. How do I register for the App?

Give us a ring and we’ll check that we’ve got the right mobile number for you – this is the number that’s registered on your water account. If you need to update your number or other details, please contact us. We can then tell you how to get a new code to register for the App.

Why isn’t my activation code working?

If it's been more than 20 minutes since you received an activation code, you need to request a new one as it is only active for that long. Don’t worry, you can request a new code at any time.

I don’t want to agree to the legal terms of the App. Can I still use it?

In order to use our mobile App, you’ll need to accept the Terms & Conditions and Privacy Policy.

Why am I getting an address error message when I try to register?

You can only register a single account number on the mobile App. Please check that you’re entering the right postcode. If you want to update the address details we’ve got for you, please call our team on 0345 075 0715.

Why am I getting an account locked message?

If you’ve entered your details incorrectly three times, your access to register for and use the App will be locked for 24 hours. This is to protect your personal details and your account can’t be unlocked by you or us until the 24 hours have passed. After that, you’ll be able to re-register by filling in your details and requesting a new activation code. Enter those details correctly and you’ll be able to use the App, no problem.

How do I unlock my account so I can use the mobile App?

Once your account has been locked, that will be in place for 24 hours and the account can’t be unlocked by you or us during that time. The lock will continue to hold even if you close or uninstall the App. After 24 hours, you can register again and get a new code to start using the mobile App to manage your water account.

Logging in

Why can’t I log in to the mobile App?

Check that you’re entering the correct 6-digit log in PIN number (this was emailed to you when you registered). If you’ve forgotten your log in PIN, just click on ‘Forgotten PIN’ and check that the phone number shown is the right one, or enter your mobile number if you’re logging in for the first time. If your log in PIN has expired, give us a call on 0345 075 0715 and we’ll arrange for a new one to be sent to you. You can attempt to log in to your account three times, after which it will be locked for 24 hours if you enter the wrong details.

I’ve forgotten my PIN number, how can I get a new one?

Please select ‘Forgotten PIN’ on the log in screen and check that the mobile number shown is correct or enter a new number. We’ll send you a code to reset your PIN. This reset PIN is valid for 20 minutes and you can repeat the process if you don’t enter it in time.

How do I log out of the mobile App?

Just go to Settings (the cog icon in the top left-hand corner) and select log out at the bottom of the page.

Account details

Why can’t I see my account history on the mobile App?

If you’ve just set up an account with us, or you’re new to the area, there won’t be a history available to view on your account yet. Once you start receiving and paying bills, and submitting meter readings (if you have a water meter), these will show up on your account history. Otherwise, you should be able to see up to two years’ of transactions on the App.

Why is my payment history wrong?

Please allow some time for any recent transactions to show up on your account. If the details shown on your payment history continue to show incorrect information, please get in touch with us on 0345 075 0715.

My meter details are wrong on the mobile App; how can I correct/update them?

If you’ve registered for My Account, you can update your personal details in the My Account details section. If you’re not using My Account, please call our team to discuss any information that isn’t appearing correctly on the mobile App - they’re waiting to help on 0345 075 0715.

Bills and payments

Why can’t I pay my bill on the mobile App?

If you’re seeing an error message about the card you are using to pay a bill, please check that the card is either a Visa, Debit or MasterCard. Also double check the card number, expiry date and Security Code. Bear in mind that you’ve got three attempts to enter the right card details, after which you won’t be allowed to try again today. There’s also a chance it’s a technical blip at our end, in which case, we’ll get it fixed as soon as we can so that you can pay your bill. Please come back later on to check or you can still make a payment now using our automated payment service: 0800 980 6050.

Why hasn’t my bill payment gone through?

If there’s a technical issue at our end, we’re really sorry and will get it fixed as soon as possible. If you’ve entered your card details but we’ve been unable to accept the payment, you might need to check that sufficient funds are available for this payment, whether a daily spending limit/maximum amount applies to your card, or your bank/financial provider thinks the payment is above what you normally spend, so has put a security block on it. If you’re at all worried, please contact your bank.

Nothing is happening when I select the ‘Make a payment’ button. How else can I pay my bill today?

It sounds as though there could be an issue with the device you are using, but please feel free to call our team in case there’s a temporary problem with the payment facility. Someone will still be able to help you make a payment today, if you want to. Call 0345 075 0715 or go to contact us for other ways of getting in touch.

Why isn’t the payment I made showing up on the App?

If you made an offline payment, for example at a Post Office or you sent us a cheque, you’ll need to allow some time for it to be received and processed. If it’s been a while since you made a payment and it’s still not appearing on your App statement, please talk to a member of our team who will look into it for you. Call 0345 075 0715 or you can find other ways to contact us here.

I’ve paid the wrong amount on the App. What should I do?

Don’t worry, just give us a call on 0345 075 0715 and we can talk through what to do next.

What do I do if I’ve paid the wrong amount online?

If you’ve paid too much or too little of your water bill, and you’ve received a successful payment message or checked your bank statement to confirm the payment has gone out, give us a ring on 0345 075 0715 and we can talk through how to correct the amount.

Why have I been locked out when I tried to pay my bill on the App?

To protect your personal details, there’s a maximum number of three attempts allowed to make a payment. If account or card details are incorrectly entered three times, a lock will be automatically put on your United Utilities account and this will be in place for 24 hours. If you have any concerns, please call our team on 0345 075 0715.

Water meter readings

How do I find the water meter in my new home so I can submit a reading on the App?

If you’re sure that your new home has a water meter, you’ll probably find it either under the kitchen sink or in the cupboard under the stairs or downstairs loo, if you have one. If it’s outside, it might be attached to a wall or along a path. For more detailed information about how to find and read your water meter, take a look at our meter page.

Why isn’t the meter reading I submitted showing up on the App?

It could be down to a number of different factors: there might have been a failed network connection, or there may be a technical issue at our end. If that’s the case, be assured that we’re working to get it fixed as soon as we can. If your App session was inactive for more than 20 minutes, it means your session timed out and you’ll need to log back in to check your meter reading status.

Why won’t my meter reading submit?

Please check that you’ve entered a valid reading – only enter the black and white numbers. For help with which numbers on the meter’s dial you need to be looking at, click here. If you’re still unsure, please contact us and we can try to work out what else might be stopping your reading from being submitted.

Why am I getting an error message when I try to send my meter reading?

Please double check that the reading you are entering is correct – only include the black and white numbers and if your meter has blank dials at the beginning, enter ‘0’ for these. Also check the date you’re sending with it – you can backdate the reading but you can’t enter dates that are in the future.

I submitted a meter reading on the App – why isn’t it showing on my readings history?

If the reading was submitted recently, it might need a bit more time to show up on your account. However, if you’ve got any concerns, please contact us and we’ll look into it for you.

I’m trying to submit a meter reading and the button won’t work. Can you help?

If you’re sure that there’s no problem with the device you are using, please contact us.

Apple App Store

Why can’t I install the United Utilities mobile App from my Apple App Store?

The version of IOS on your iPhone might not be supported for the United Utilities App. The versions that are supported can be found under the compatibility section of the App Store page for the mobile App. If you think the issue is a download problem, you’ll need to get in touch with the App Store directly. However, if you are experiencing difficulties installing and/or registering the App, please contact us.

I think there’s a bug when I try to install the App – who should I contact?

If you think the issue is a download problem, you’ll need to get in touch with the App Store directly. However, if you are experiencing difficulties installing and/or registering the App, please contact us.

Google Play Store

Why can’t I install the United Utilities mobile App from Google Play Store?

The version of OS on your android device might not be supported for the United Utilities App. The versions that are supported can be found on the App Store page. If you think the issue is a download problem, you’ll need to get in touch with the App Store directly. However, if you are experiencing difficulties installing and/or registering the App, please contact us.