What do I do if I did not receive the reset password email?

The email address on file for your MyClevelandWater portal account may not be valid. Please contact Cleveland Water at 216-664-3130 or websiteinquiries@clevelandwater.com to validate your email address. To do this, you will need to provide your eBilling username. Please allow up to 24 hours for the email address correction to be processed.

Enrollment Questions


How do I sign up for a personalized MyClevelandWater portal account?

Go to www.ClevelandWater.com and click on the "Enroll Now" button.  To speed your enrollment, have your paper bill, banking information, and an email address available. Enrollment will take just a few minutes. 

How do I sign up to pay my bill online?

Once enrolled, you will be able to view a summary of your recent bills and pay any that are outstanding by choosing the "Billing and Payment" tab.

What information will be available to me on my portal account?

In addition to billing and payment information, you will find information regarding your Cleveland Water account such as meter numbers and, in the future, water consumption.

When will my new User Name and password be activated?

Immediately. Your MyClevelandWater User Name and password will be active immediately following enrollment which will require that you respond to an account validation email.

How do I enroll additional Cleveland Water accounts?

You can add accounts in MyClevelandWater under the "Profile Settings" tab.

What happens to scheduled payments if I delete an account from my enrollment?

Scheduled payments will still be processed. If you do not want this to happen, you should cancel any scheduled payments prior to canceling your enrollment.

When can I start making payments?

Once enrolled, you can start making payments anytime as long as you have received at least one bill.

Will I continue to receive a paper bill in the mail?

You have the choice of suppressing the paper bills in your MyClevelandWater account under the "Profile Settings "tab.  If you elect to suppress paper bills, please note that it will take 1 to 2 billing cycles before you stop receiving paper bills.

How do I cancel my MyClevelandWater portal account or my eBilling enrollment?

At this time, you cannot cancel your portal account or eBilling enrollment.  You can delete all Water accounts from your MyClevelandWater portal account except one.

What happens to scheduled payments if I cancel my enrollment?

Scheduled payments will still be processed. If you do not want this to happen, you should cancel any scheduled payments prior to canceling your enrollment.

Security and Technology Questions


How is my personal and financial information kept safe?

Cleveland Water uses several methods to ensure that your information is secure:

  • User Name and Password: Your User Name and password are unique identifiers that only you know. As long as you don't share your user name and password with anyone, no one can view your bills or personal information. 
  • SSL: Cleveland Water uses SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.
  • Encryption: Cleveland Water uses 128 bit encryption to make your information unreadable as it passes over the Internet.
  • Automatic Sign Out: Cleveland Water automatically signs you out of a session if you are inactive for 10 minutes.

Are all computers safe to use?

Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While this site uses numerous security measures to protect your personal information, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, Internet Cafe's, etc. 

For maximum security you may want to avoid using public computers when enrolling or modifying your personal or banking information.

What software do I need to use MyClevelandWater?

You can access eBilling from any web based computer with an Internet connection and a web browser that supports 128 bit encryption. To view bills you will need a PDF reader such as Adobe.  

Payments Questions


How do I make a payment as an enrolled customer?

Simply sign in to MyClevelandWater and click on the "Billing and Payment" tab.  There you will see a summary of your current eBills and you can then click 'view/pay' to view a detailed view of your bill, or you can simply click 'pay'. Select the amount you want to pay and the date you want to pay your bill, and you're done!

How do I make a single payment?

Select one time payment from the MyClevelandWater login page.

If I do not have a bill, how do I make a payment?

If you have not received your first water bill, please contact Customer Service at 216-664-3130 to make a payment.

Personal Information Questions


What if I forget my User Name or password?

User Name:  You should choose a User Name that is easy for you to remember. If you forget your User Name, please call Customer Service at 216-644-3130. 

Password:  If you forget your password, go to MyClevelandWater and enter your User Name and click on the "Forgot Password" link. 

How do I change my name, phone number, or email?

To change your personal information, log into to MyClevelandWater and use the "Profile Settings" tab.

How do I set up or change my payment account information?

Use the "Billing and Payments" tab to sign into eBilling, then click on Payments and select Payment Accounts.

Water Usage Questions


How does Automated Meter Reading (AMR) work?

Every upgraded water meter is connected to a small battery-powered device (Endpoint) that is installed on the exterior of your home or business. The Endpoint will read the meter several times each day and send a brief, low-powered radio signal to a nearby Collector. Collectors then transmit all meter reads to Cleveland Water, eliminating the need for manual meter readings.

What is the source of this data?

The data is taken from the Cleveland Water ClearReads AMR database. Daily reads will go back as far as 13 months, hourly reads will go back as far as 3 months.

When a reading shows “No Data”, what does that mean?

“No Data” indicates that the AMR network was unable to collect a read from the endpoint for that time period. The primary reason this occurs is when there is not good coverage at the location. Cleveland Water is continually reviewing network performance for improvements. Other causes could be weather-related, a broken connection between the endpoint and the meter, or a temporary issue between the endpoint, the data collectors, and the AMR database. If network coverage is poor, in most cases, Cleveland Water meter readers can read the endpoint for billing purposes. If you notice the wire is disconnected between the meter and the endpoint, please notify Cleveland Water Customer Service at 216-664-3130.

Once the transmission from the endpoint is received again, the consumption shown on the Water Usage screen will show the difference between the meter read at that time and the last meter reading that was received.

Why does my consumption jump after showing “No Data” for several hours or days?

Since the consumption shown represents the difference between the last known reading and the current read, the difference between one read and the last known read could be large since it represents the difference between multiple hours or days depending on the time setting.

Why do most of the bars on my visualization graph look small?

The scale of the graph is set based on the highest consumption value over the time period. If a swimming pool is filled on one day or a lawn is watered for a long duration, or there was a long period where the ClearReads database has “No Data” for your endpoint, it could skew the graph.

How can I view my consumption in gallons per hour (GPH) or gallons per minute (GPM)?

Switch the unit from MCF to Gallons when viewing Hourly data. This will show the number of gallons consumed over the hour based on the conversion from MCF. To determine Gallons Per Minute, divide each hour by 60.

Leak Detection Questions


What does it mean that a suspected leak has been detected on my meter?

The Clear Reads Automated Meter Reading (AMR) system has shown continuous registered usage for 7 days (168 consecutive hours of increasing reads).   This may be a sign of a leak on your property.   To limit damage to your home or business, to conserve water, and to avoid a high water bill, we encourage you to check your property as soon as possible for dripping faucets or showerheads, leaking water in the basement or outside spigots, or leaking or running toilets. Please visit our website at http://www.clevelandwater.com/hometips for more information.

When will I receive notifications if my meter has a suspected leak?

A letter and email will be sent on the 8th day of continuous registered usage.  If a week passes and the usage is still continuous, a second notification will be sent.  If another week passes and the usage is still continuous, a third notification.   If the leak is still continuing 90 days later, the notification process will start over.

What can I do to prevent a leak from occurring?

Check our website for tips on how to check for possible sources of a leak: http://www.clevelandwater.com/hometips

How can I opt-in or opt-out of receiving leak notifications?

Customers with meters 1” and smaller are opted into leak notification automatically.  Those with larger meters can choose to opt-in to receive leak notifications.   The enrollment setting is under the Profile Settings for Leak Notifications on my.clevelandwater.com.