Water meter support guide
- How it works: A prepaid water meter controls water supply based on available credit. After buying a token, the token must be loaded correctly for the meter/valve to update.
- Where to buy: Use the approved purchase channel for your meter, such as the online token link, supported banking app, retail store, landlord, or property manager.
- Token rejected: Check that the meter number is correct, the token was not used before, and the token belongs to the same meter.
- No water after token: Wait a few minutes after loading the token. If water does not return, take a photo of the meter/keypad screen and log a support ticket.
- Low credit or no credit: Buy enough credit and keep the receipt/token confirmation until the meter updates successfully.
- Valve, leak, pressure, or burst issue: Attach photos and explain if the problem is at the meter, inside the property, or on the municipal supply side.
What to attach for water meter issues
- Photo of the water meter and meter number.
- Screenshot or receipt of the token purchase.
- Photo of the keypad/CIU error message if applicable.
- Proof of payment if money was deducted but no token was received.
- Property name, unit number, and contact details for access.
Meter or token issue
- Provide the correct meter number, account reference, or property/unit details.
- Attach the token receipt, screenshot, or proof of payment where available.
- Include the exact error shown on the meter, keypad, banking app, shop receipt, or purchase channel.
- Confirm where you tried to buy: online link, shop, banking app, landlord, or property manager.
Registration support
- Share the customer name, contact details, property details, and meter number where applicable.
- Attach ID copy, proof of account, municipal bill, current main meter receipt, or any required registration document where applicable.
- Provide the property name, complex name, unit number, address, and meter number to avoid delays.
Billing or statement support
- Provide the account reference, meter number, customer name, or property/unit details.
- Explain the statement, invoice, usage, reading, payment, or allocation issue clearly.
- Attach proof of payment, statement screenshot, invoice screenshot, or supporting document if available.
Important: For urgent issues such as no water, no electricity, leaks, bursts, unsafe electrical faults, or rejected tokens, please provide as much proof as possible so the support team can prioritise the request correctly.