Dwr Cymru Welsh Water

COVID-19 (Coronavirus) – A Message to Our Customers - 30 March 15:00

We know that this is a difficult time. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the customers and communities we serve.

We are doing all we can to protect our colleagues while also maintaining our services to customers. You will still see us working in streets and communities during this time but we are only doing essential work that will help protect public health by maintaining water and wastewater services to customers.

Our Billing Call Centre is open from 9am - 5pm (Monday to Friday) to support our most vulnerable customers who have been impacted by the Coronavirus.

If you’re impacted by COVID-19 (Coronavirus) and concerned about your water bill, please click here for more information.

If you need to contact us about other things like updating your account, to let us know you are moving or to set up a direct debit, you can do this by visiting our online services.

We will keep you informed of any other changes through updates on this site and via our social media channels - Facebook & Twitter.

We apologise for this but will do everything we can to continue providing our essential services. Thank you for bearing with us.

Why Register?

Not only will you save stress and have less paperwork to file away but you’ll also be in more control of your account by being able to keep an eye on your balance and the payments you’ve made.

Can anyone register?

Yes. All you need is an email address, an account number registered against your address, your postcode and a preferred telephone number to start the registration process. You’ll then be guided through an easy step by step process to set this up.

How do I register?

Great news that you’ve chosen to view your bills online. Not only have you saved lots of trees and helped the environment, but you’ve also made your life a whole lot easier by being able to track your bills anytime, anywhere.

To start using My Bill, all you need to do is visit the My Bill page and give the following information:

  • Your customer reference number which you can find at the top of your paper bill
  • The postcode of the property supplied. This is on the front of your bill
  • Your preferred telephone number

Can I have a paper bill and view my bills online?

Unfortunately, we’re unable to do both. But you can easily download and print your bills from your My Bill account if you have access to a printer. To find out how you can download your bill, view our other question, ‘I can’t view or download my bill/How to download my bill’.

You can also revert back to paper bills at any time by completing our de-registration form.

Can I change back to paper bills

Yes, you can revert back to paper bills at any time. All you need to do is fill out our de-registration form. If you de-register your My Bill account, you’ll no longer be able to view your balance or payments.

How do I view my bills online?

Once you’ve logged in, you’ll be able to view all of your available bills on the homepage. From there you just select the one(s) you want and click 'open'. As easy as that.

When your bill is ready to view, we’ll send you an email (and text if you have opted-in to receive SMS notifications), to let you know. You can then log in to your My Bill account to view, print, download or save any of your bills.

Can I view my historical bills and payments online?

You’ll be able to view your bills as far back as January 2015 and they’ll remain in your My Bill account for six years.

You’ll be able to see the payments you’ve made since your last bill. If you want to check how much you’ve paid before this, take a look at your previous bills.

How can I change my details online?

When you’re logged in, you’ll be able to change/update basic information needed for your My Bill account such as:

  • Your email address
  • Password
  • Telephone number.

Just click on the ‘Change My Details’ button at the top of this page and you’ll be able to make these changes easily.

I've logged into My Bill but there's no information displayed?

If you’re a new customer or you’ve recently moved, it could be that you’re not due a bill just yet.

But, if you know your bill is due and you’re unable to view it, please get in touch and we’ll do some digging to find out what’s happened. It’s probably nothing to be concerned about and just a case of waiting for your meter reading or your annual bill to be produced.

How do I view my bills and payments online?

Firstly, you need to register a My Bill account. Once you’ve registered, you’ll have access to your bills and payment history via our secure website. When you log in, all of your information will be displayed on the homepage.

When your bill is ready to view, we’ll send you an email (and text if you have opted-in to receive SMS notifications), to let you know. You can then log in to your paperless billing account and view, print, download or save any of your bills.

Why can't I log in to My Bill?

We’re really sorry if you can’t view your bills online. Before you read through the possible reasons, you’ll need to make sure you’ve registered for the My Bill service before you can log in. If you haven’t registered yet please see our ‘How Do I Register’ question.

Otherwise, here’s some other reasons and steps to figure out why this may be happening:

1) Check that you’ve correctly input your log in details. It happens sometimes, there’s loads of us who forget our passwords and emails, especially with so many to remember. If you can’t remember either your email or password or both, just click on the ‘I’ve forgotten my password OR I’ve forgotten my email address’ links and we’ll take you through a few steps to get some new ones.

2) Check you have the latest version of your internet browser. My Bill works on the majority of internet browsers but having an older version may cause some problems. You can use your preferred search engine, such as Google, to get guidance on how you can upgrade to the latest version.

3) Is your internet or broadband working properly? There is usually a light on your router or modem that lets you know that everything is OK and working properly. If not, try to open the internet browser on your computer and access another site, if you can’t access anything then it’s likely that there’s a problem with your internet or broadband. Don’t worry though, it’s usually just a small problem and the old ‘IT’ trick of simply switching everything off for 10 seconds and then back on again may just be all that’s needed.

If that doesn’t work then try and contact your internet provider, they should help you do some troubleshooting and get you back up and running as quick as they can.

4) If you’re a night owl or work unsociable hours, then you may be trying to access your My Bill account in the early morning. To ensure we update all our customers’ accounts every day, we turn My Bill off between 1am and 3am to get this done. You’ll be able to access it normally before or after these times.

5) Sometimes things can go wrong our end and if you’ve got to this step then we’re really sorry that you can’t view your bills at the moment. The issue may be big or small but if it’s not just you that’s affected there will be a message on our homepage with information about the issue. If that message isn’t on our homepage and you can’t get an answer from these frequently asked questions, then of course please get in touch.

I can't view or download my bill / How to download my bill?

To make your bill easy to view, we use a format called PDF. Your device will most likely have a PDF viewer already installed on it and will automatically identify that you want to view something in PDF and open it for you no problem.

However, there are rare occasions when you won’t have one, but don’t worry we’ve given you a place to get one below. Just click on the link and download the PDF viewer (the one we’ve provided is the most common and is called Adobe). You’ll just need to follow their easy on screen instructions and you’ll be able to view your bills in no time.


Downloading a bill will be easy once you’ve downloaded this software. You’ll also be able to download and save bills to your device. Some devices may try to prevent downloads, which is just an added security feature on your device. In these cases the steps below may help.

1) Click on the PDF icon view bill

2) An option box will appear, stating 'open, save or cancel'

3) Click 'open' and your bill should be viewable.

If this is unsuccessful you may have a security message instead, explaining that your internet security settings have prevented you from downloading the bill.

In most cases, the security message will also ask you to click it for more options.

Once you’ve clicked this, you should see an option to 'download file' (you will only need to go through this process once). Because our website is safe and secure, click on 'download file' and you'll now be able to view your bill. You’ll only be able to download your bill if you have a PDF viewer.

If you’ve given all these options a go and you’re still having problems, try contacting your internet provider as they may be blocking content that you’re unaware of.

What happens to My Bill if I move out of the area?

Your account will still be active and you’ll be able to view your bills for up to seven years.

But we’d also suggest that you download and save your bills as you’ll be able to view these for as long as you need.

How can I see my leaflets online?

Previously, you would’ve received important leaflets with your paper bill. If you have a My Bill account, you’ll be able to view these leaflets online at a click of a button right next to where you view your bill.

For all other leaflets you can visit our Reading Room/Library.

What if I have a security concern?

Firstly, don’t panic. We’re very picky about our security, so we use very high standards of customer protecting measures. We put these measures in place to make sure your personal information is secure and not at risk.

But if you have any concerns, doubts or simply want to speak to us about security then get in touch and we’ll be more than happy to help.

Can I pay with a giro slip using a printed bill from My Bill?

Because of the way your bill will be printed from a household printer, the Post Office or bank may have trouble processing the payment to us.

We’d recommend you pay another way, there are loads of ways to do this. Find out how here.

Why does my online bill show the words 'copy bill' and today's date?

When you view a particular bill more than once, you’ll see the words ‘copy bill’ and a date. This isn’t anything to worry about. It’s just to inform you that you’ve viewed that particular bill more than once. If you were to print that bill out, the bill would not include the words ‘copy bill’ or a date.

Can I register for My Bill with a non-UK telephone number?

Unfortunately, we don’t accept anything other than UK telephone numbers. This is because UK numbers are a certain amount of digits long and anything different wouldn’t allow us to validate that telephone number. If you only have a non-UK telephone number, please use a zero at the start of your number.

Can I view bills and payments for more than 1 property once I've registered for My Bill?

Yes, once registered for My Bill you can add extra accounts to allow you to view bills for more than one property. Just log in and click on the ‘Change My Details’ button at the top of the page and choose the ‘Add Account’ option. You’ll need the customer reference number, post code, and telephone number for the accounts that you want to add, which you can find on your bills.

Can I change my language preference?

Yes, you’ll be able to change to Welsh or English and view your My Bill account in a language most suitable for you. All you need to do is click on the ‘Change My Details’ button at the top of this page and select ‘Change My Language Preference’. Just follow the small step process and it’s done.

However, if you’d like to change your language preference for your bill or any letters, please get in touch so we can do this for you.