iWAS Troubleshooting
How do I activate my account?
To activate your account you are required to register as a customer. A letter detailing the registration process will be sent to all State Water customers as their valley is brought online. This letter will guide you through the registration process.
To register:
- Go to the registration link on the State Water homepage.
- Enter customer number which can be found on your water invoices or water account statements.
- Enter activation code (customer account number on the your final 2008/2009 water invoice for that licence).
- Enter password as per your letter.
- Read and tick the terms and conditions box.
- Register.
Where can I find my activation code?
Your activation code can be found on the end of water year invoice for 2008/2009 which you would have received in August 2009. To ensure account security, State Water has not included the activation code in the notification letter. Your letter will provide you with your customer number and an initial password, however registration will not be completed without the activation code found on the specified water invoice.
If you have any problems locating the required documents for registration please call our Customer Information centre on 1300 662 077 between 8.30am and 4.30pm, Monday to Friday.
I can't log into iWAS
All customer accounts need to be registered before you attempt to log in.
If you have made any changes to your water licences through the NSW Office of Water you may have been issued with a new customer number. This will mean that you will have to register using this customer number before you will be able to access iWAS. Contact the Customer Information centre on 1300 662 077 during office hours if you are experiencing problems.
Why have I received multiple letters?
iWAS accounts are based on customer numbers. Your access licences and works approvals are linked to your customer number. Before the Water Management Act came into being the NSW Office of Water contacted customers asking them to correct any errors in their account details and/or combine all details under the one customer number.
Any differences in the name of the spelling of the licence holder and their address meant that a new customer number would be generated ie John Citizen or JA Citizen.
If you would like to reduce the number of customer numbers and passwords you hold within the iWAS application please contact the NSW Office of Water's Licencing Unit nearest you. A licencing officer can advise you on the option that suits your circumstances.
Your local NSW Office of Water can be found at: http://www.dwe.nsw.gov.au/about/contactus_water_licensing.shtml
I haven't received a registration confirmation email
If the Registration successful screen appears after you have completed the registration process, you can move straight to the Login link on the State Water homepage without receiving the confirmation email.
Some customers may not receive this email, whilst others may. It is not essential that you receive the email before you start using the iWAS application.
Login page disappears after entering the login credentials, why?
Make sure that the pop-up blocker is turned off in your internet explorer and try again.
To turn the pop-up blocker off open your internet explorer and from the top menu select Tools and choose pop-up blocker and then select turn-off pop-up blocker command from the commands.
I got an invalid username and password message when I entered my login details
Customers are required to register their customer number in iWAS before they can access their account details. You should have received a letter notifying you of how to activate your account securely.
If you are still experiencing issues activating or accessing your account please call our Customer Information centre on 1300 662 077.
Why do I get the error message "This meter reading date must be after previous reading and on or before today." ?
It is not possible to enter a meter reading for the same pump more than once a day. If you have multiple meters you will be required to enter all readings at once. It is important to check the information you are entering in the system before confirming it to be correct.
Can I re-enter my meter reading if there is a typing error?
If you have made a mistake when entering your meter readings please notify the Customer Information centre on 1300 662 077. The Customer Information Officers will notify your Customer Field Officer who will verify your readings.
The system will not accept my meter reading
The iWAS application does not accept decimals. Please round the meter reading to the nearest whole number when entering your reading.
Why can't I see an access licence?
You can only view licences that you are the primary holder of, as registered by the NSW Office of Water. An access licence must be CURRENT to place or change an order - it cannot be SUSPENDED or CANCELLED. The licence list in the Enter/Change Order form does not include CANCELLED or SUSPENDED licences.
Why can't I place a water order against my access licence?
Customers who hold a water access licence that has been linked to multiple water sources or pump sites will need to specify which water source or pump site they wish to extract from. You will not be able to process a water order until you specify an extraction site.
Tried to place a water order but the works approval is cancelled
You may have multiple works approvals and this will mean you will need to select a different works approval in order to place a successful water order.
A red box with the letter C will appear next to any cancelled access licences or works approvals on the My Licences screen.
Can't enter a meter reading
Only the licence holder of the works approval can enter a meter reading against the meter. If you are linked to a works that is held in another name ie a company name or father/mother's name you will not be able to enter the meter reading.
Images appear distorted or overlap
iWAS has been developed to be at its optimal performance when run through Internet Explorer 7 or Internet Explorer 8. Display issues may arise if you are running Internet Explorer 6. Visit Microsoft to upgrade your Internet Explorer.