Our new billing system has been designed to improve your customer experience, offering a more user-friendly interface, enhanced security, and additional features to better serve your needs.

The new billing system introduces several new features, including the ability to:

• View and edit your profile, contact information and mailing address,
• Link multiple accounts to one registered account and add guests to your account,
• View your billing history, account balance and statements,
• Set up automatic payments, customize your billing preferences and manage your wallet,
• View your water usage and water consumption profile,
• Add alerts for new bills, upcoming bills and past due bills,
• Submit requests,
• Set up multi-factor authentication to enhance your online safety.

These enhancements are designed to provide you with more control over your billing experience.

Yes, once launched you will need to re-enroll through our new online customer portal. Once customers receive their first bill they can quickly and easily register their new account and create their profile by going to aquatera.ca.

Yes, your account number will change from 14 digits (numeric) to eight characters (one alpha, seven numeric). For example, your current account number looks like 00905500001608; your new account number will look like A0025366.

Please ensure you include the 'A' when entering your new account number.

Utility customers can pay their utility bill online with Visa, Mastercard, Visa Debit, and Mastercard Debit. This includes making one-time payments (must be enrolled), preauthorized payments, and payments through your financial institution. Customers can also make payments in-person at Aquatera's Head Office.

Aquatera is also introducing Interactive Voice Response (IVR), allowing customers to pay their utility bill over the phone in an automated manner. Call 780.538.0340 and press 6 to make a payment on your utility account.

Paymentus charges a fee to use their services. The fee covers payment handling and processing charges.

Aquatera does not receive any part of the service fee. Paymentus is an independent company providing a service for Aquatera.

To avoid paying credit card fees, you have the following payment options:

• Make arrangements for preauthorized payments
• Make payments through your financial institution
• Make payments through Aquatera's My Account customer portal (Visa Debit or Mastercard Debit)
• Make automated payments over the phone through Aquatera's Interactive Voice Response (IVR) - Call 780.538.0340 and press 6 to make a payment on your utility account

Yes, to receive these utility bills please contact us at myaccount@aquatera.ca or 780.538.0340. There is a charge of $5 to reprint previous bills or account ledger.

Your due date has the potential to change by a few days depending on when your account is billed. Please be sure to check your due date when you receive your utility bill.

Yes, your utility bill will have a different format, but it will contain all the necessary information, including your invoice details and payment options.

Yes, your billing information is secure with our new billing system. We have implemented robust security measures to protect your sensitive data, including your ability to set up multi-factor authentication.

Credit card fees are now charged to bulk water customers that choose to pay with credit cards through the following channels:

• Online through Flowpoint
• Over the phone

To avoid paying credit card processing fees, bulk water customers can pay using one of the following options:

• Pay at the Aquatera Head Office using cash, debit or cheque
• Prepay invoice though online banking or cheque. To use this method please contact Aquatera’s Accounts Receivable department at 780.830.7061, Ext 1 or email receivable@aquatera.ca

Bulk water customers who pay in-person at the West Bulk Water Station (12109 97 Avenue) and the Dimsdale Bulk Water Station (711079 RR73) will not be required to pay credit card processing fees.

You can reach our Account Services team at myaccount@aquatera.ca, LiveChat feature at www.aquatera.ca, or 780.538.0340. Our dedicated team is ready to assist you with any questions or issues you may have during the transition.