Agua Vista Web Portal FAQs

 

How do I sign onto Agua Vista?  If you already have an online bill account with OWASA, you can use your existing username and password. For OWASA customers that do not have an online bill account  with OWASA (through Invoice Cloud), you will need your 14-digit account number (account and customer ID), as well as the zip code for the billing address on the account. You can find both on your OWASA bill, as well on the email/letter invitation each customer received.

I found a leak, now what? If you're not sure what to do once you are notified and identify a leak, download this resource guide to assist. Leak repair resource document (pdf)

Who can I contact if I need help setting up my account? Please call us during business hours at 919-537-4343 or email us at customerinquiries@owasa.org.

How should I use Agua Vista? You can be creative with how you use the portal, but here are a few ideas for getting started.

  1. Update Contact Information and Establish Settings: Agua Vista can proactively notify you via email, voicemail, or text if your water use exceeds certain thresholds, but it can’t do that without up-to-date contact information. Log-in and enter your contact information.
  2. Track Your Water Use: Agua Vista tracks your monthly, daily, and even hourly water use data. Dive in! Learn more about when your household or business uses more water and think of ways to save.
  3. Take the Survey: Agua Vista estimates how you use water in your home and makes recommendations based on those estimates. By taking the survey, you can improve your comparisons and recommendations.
  4. View Customized Water Conservation Recommendations: Agua Vista uses your historical water use and survey answers to recommend the water saving strategies that can save you money.
  5. Pay Your Bill: OWASA’s online bill payment system has been integrated into the Agua Vista Web Portal. You can pay your bill from inside the Agua Vista Web Portal.

Will this change how I pay my OWASA bill? No, our online bill payment is integrated into, not replaced by, Agua Vista.

Can I add a user? What can they do on the portal? Yes – A household can add family members as users. A business can add employees as users. An apartment complex can add tenants as users. When everyone can see water use information, then everyone can help identify ways that they can save water. Users can track water use data and see water conservation recommendations. Users added to Agua Vista cannot change settings or view bill payment details.

Why is the most recent data in the portal two days old; what happens if a pipe burst in my home? Will I have to wait two days to be notified? Water use data in the portal is delayed two days to (a) maintain battery charge in the meters and (b) present a more complete water use profile.

a) The power source for the data transmitter in OWASA’s meter is a battery. To protect battery life, the meters only communicate stored hourly water use data once per day.

b) Sometimes a meter is delayed in communicating with our system and readings come in later in the day. Delayed meter readings will show up as incomplete data (i.e. gray bars) in Agua Vista. In order to minimize gray bars in Agua Vista, we wait another day for a more complete data set.

OWASA staff receives notice of extreme water leaks before data are uploaded into Agua Vista. When we are notified by the data of a water leak that can cause property damage, we will work to get a hold of you any way we can. If we cannot get in touch with you and the leak is big enough, we will come out to turn off your meter.

Why do I have gray bars on my water use graph? Sometimes a meter is delayed in communicating with our system and readings come in one or two days late. Late reads will show up as incomplete data (i.e. gray bars) in Agua Vista. OWASA’s billing system will backfill missing data. Agua Vista does not backfill old data, so the gray bars will remain.

My meter is missing days of reads, and now I am seeing a big spike in my water usage. I know I didn’t use that much water, so why is it saying I did? When a meter is delayed and provides incomplete data (i.e. gray bars), that data is not missing. Instead the system holds that incomplete consumption data and aggregates it the next time the meter successfully communicates with the system. So if any day(s) show incomplete data, all the previous usage will be added to the next available read.

I manage a property. Can I share the water use with my tenants? If they pay the bill, can they share the portal with me? Yes, OWASA customers can share their Agua Vista portal with tenants, family members, landlords, and others. Invited users can track water use data and see water conservation recommendations. Users added to Agua Vista cannot change settings or view bill payment details.

What can I do to improve the accuracy of my recommendations? Residential customers can take a brief survey within Agua Vista to help customize water use estimates and recommendations. Agua Vista uses your historical water use and survey answers to recommend the water saving strategies that can save you money.

I paid my bill, but it says that the “Bill Amount” is still due? The “Bill Amount” reflects the amount of the most recently issued bill. You should see your payment reflected under “Billing History.”