Change can be liberating! That is why we will be introducing new options and tools to help improve your experience with Liberty.
We will be introducing a new Liberty MyAccount web portal. This platform will provide easy online access to account information and offer new payment options.
About the Changes:
With the new My Account,
you are able to:
- View and pay your bill online or on your smartphone through a mobile app.
- Choose your account notification preferences – email or text message – and when you want to receive them.
- Sign up for Paperless Billing, which allows you to view and pay your bills securely online.
- You will be able to set up automatic payments using your bank account, so you’ll never miss a payment.
- View your usage with easy-to-read graphs, helping you better manage your usage and save on your next bill.
Alongside the launch of the new My Account experience, you’ll notice a new, easier-to-read bill. The new bill will have an enhanced usage graph and key information will be easier to find. Residential customers can view a sample of our new bill template here. Commercial customers can view a sample of our new bill template here.
Some important things to know as we transition to the new system:
- Your account number is changing with the new system. If you have bill pay set up with your bank’s online bill pay system, you need to change it to reflect the new account number.
- Your May bill could be delayed. If this is the case, your payment due date will be adjusted to allow the standard amount of time to pay.
- For those who may have Paperless Billing or AutoPay, please reference the table below for how we are supporting this transition.
NEW! Liberty My Account Mobile App
- We are pleased to announce customers can now access account information and pay their bill anytime, anywhere! With this free app, managing your Liberty account has never been easier. Find the app on the Android Google Play Store or the iOS App Store (iphone/ipad).
| Scenario | Transition |
|---|---|
| Paperless Billing Customers | You will continue to receive Paperless Billing. A new MyAccount profile will be created on your behalf. To complete the setup of your new MyAccount profile, you will receive an email notification on or after May 9th requesting you to reset your password. To reset your password, simply follow the instructions provided in the email. |
| Autopay Customers | Your Automatic Payments will continue uninterrupted. A new MyAccount profile will be created on your behalf. To complete the setup of your new MyAccount profile, you will receive an email notification on or after May 9th requesting you to reset your password. To reset your password simply follow the instructions provided in the email. |
More exciting and positive changes are on the way and you will hear from us soon!
Have Questions?
See below for a list of commonly asked questions and answers.
Is my account number changing?
- Yes. Your account number will change with the system change in May 2022. When you receive your new bill in May 2022, reference your new account number in the top left.
With my account number changing, am I required to change anything for my recurring payment I have set up through my bank?
- If you have bill pay set up through your bank’s online payment service, you will need to log into that service to edit the payee information for Liberty and enter your new account number.
- If you require your new account number before you receive your May bill, contact us at: 1-800-454-2201
Am I able to make a payment with my old account number if I do not know what my new account number is?
Temporarily, yes. After our systems have switched over on May 9, we will manage payments across all accepted payment methods with either account number for a few months, but we ask that you work to change your old account number to the new account number at your earliest convenience.
Am I required to sign up for My Account to make one-time payments online?
No. You are not required to sign up for My Account to make one-time payments online.
Will there continue to be fees for one-time payments?
Yes. However, there is no change to the fees for one-time payments; you will continue to see a $1.75 convenience fee per transaction.
Am I required to sign up for My Account to register for Paperless Billing?
- Yes. You are required to sign up for MyAccount to receive Paperless Billing.
- If you were a previous Paperless Billing customer, a new MyAccount profile will be created on your behalf. You will receive an e-mail to complete the set up process.
Will my bill history be available in MyAccount?
- The MyAccount system will build history going forward and you will have access to bills online beginning with your May 2022 bill.
- If you are an existing Paperless Billing customer, you can temporarily access bills issued prior to May 2022, with your current Paperless Billing online access. Otherwise, please call our customer contact center.
Is your mobile app compatible with tablets?
No. the mobile app is only available on smartphones. Tablets can access My Account from your tablet’s web browser.
Which web browsers are supported by My Account?
- The supported web browsers include the latest Chrome, Firefox, Edge, Safari mobile, Chrome mobile.
- For Mobile OS and Devices (Apple and Google approved devices only): iOS and Android.
Are there any expected changes to the budget billing program?
- Our budget billing program will run as it does today with a review at six months. The only change with our new system is that there will also be a review at nine months.