New PWP Customer Portal - FAQs

Frequently Asked Questions

What is MyMeter?
The new Pasadena Water and Power (PWP) Customer Portal, powered by MyMeter, allows you to view and pay your bills anywhere you have Internet access, anytime you want.

Who can use the PWP Customer Portal?
Any PWP customer with an account for electrical service and/or water service. Note: “Refuse Only” service customers will not have access to the Customer Portal.

Why should I enroll?
We encourage you to enroll to take advantage of the new self-service options the portal has to offer:  auto-pay, paperless bills and correspondences, online bill view, custom notifications, consumption graphs, and more.

How do I enroll?
You will need your PWP Account Number, the service address (e.g. House or Street Number), name as it appears on your statement, and valid email address to enroll in the new portal.  Go to myaccount.pwpweb.com and click on “Create an Account”. Click on the “Create an Account” link and follow the prompts. Note: As of Monday, April 4, 2022, all PWP customers will be assigned a new 10-digit account that will replace their existing account. To sign in to the new Customer Portal, all you need is your registered email address and password – the previous 4-digit PIN number will no longer be used. You can find your new account number displayed on the redesigned bill. If you have not received the redesigned bill, you will still be able to register using your previous account number.

Why do I have a new account number? 
The new CIS system provides the opportunity to enhance the security of our system and the customer’s account information. As a result, customers will be assigned new account numbers. Please make a note of this change if you have existing online banking payment methods - the account numbers for those payments will need to be updated. PWP will continue to accept payments and inquiries related to the old account number for a limited amount of time, to ensure there is sufficient time for customers to update and transition to the new account numbers.

What types of payment methods are accepted?
Payment methods include checking accounts, credit or debit cards for online payment. PWP will continue to accept in-person payments of cash, checks, credit cards and debit cards, and money orders at our Payment Center at City Hall.

Can I make payments with an agent over the phone?
As of April 4, 2022, Customer Service agents will no longer process payments over the phone. Customers will have the ability to dial in to the (626)744-4005 and make payments through the automated voice assisted payment portal. Please have your account number and payment method ready when instructed to enter the information.

Can I make a one-time payment without enrolling?
Yes, go to myaccount.pwpweb.com and select QuickPay in the dropdown menu of “Accounts & Services”.

Can I set up my payment in advance?
You can schedule a one-time payment to occur either in the future or on the due date. To do this, go to the “Manage Account Screen” and click on “View/Pay Bill.” You can also set up Auto Pay, for recurring payment on the due date or a fixed day of the month (any day between the 1st and the 28th).

Can I cancel a scheduled payment?
You may cancel a payment up until the scheduled payment date.

Can I print a copy of the bill for my records?
Yes, you can download and export your billing and payment history using the “Manage Account” screen. Customers will have the ability to print PDF copies of their bills and correspondences issues after Monday, April 4, 2022.

Who can help me if I have a question?
Our Customer Service agents are ready to assist you with your questions Monday through Friday, 7:30 a.m. to 5:30 p.m. PST, excluding holidays, at (626) 744-4005. . Questions can also be emailed to wpd_answerline@cityofpasadena.net