New DMWW Account Numbers and Billing/Payment System

Why do I have a new account number? Is the new InvoiceCloud platform legit?
Des Moines Water Works (DMWW) recently launched a new online billing and payment system with several convenient payment features.  All DMWW customers have new Customer and Account Numbers, which are needed for registration on the online customer account portal, as well the automated phone payment system, both now powered by InvoiceCloud.

DMWW Account Numbers are now 13 digits, which are a combination of a Customer Number (7 digits) and Account Number (6 digits).

When registering your online account for the first time in the InvoiceCloud system, please follow these instructions:

  • Register your account: Click Here.
  • Enter the Customer Number (first 7 digits) in the left search field and then Account Number (second set of 6 digits) in the right search field.
  • Select the check box next to your open invoice(s), then click on the orange “Register Selected Invoices” link at the bottom of the page.
  • Input your e-mail address and create a password for your new account log-in credentials.

If DMWW has your email on file, you should have received an email with your Customer and Account numbers. If you did not receive an email, please check your junk or spam folders. Your Customer and Account numbers will also be displayed on your December statement.

Why can’t I see my invoice (current bill statement)?
Unfortunately, old bill statements were not converted to the new system. Going forward, new statements will be viewable in the new system. We apologize for this inconvenience.

Can I still make payments by phone?
Yes, but you will need your new 13 digit customer/account number.  The automated system will ask for Customer Number/press # and then Account Number/press #

Why is there a $2.75 fee for credit card payments?
One-time credit card payments have carried a $2.75 fee since 2018. With the new system, recurring credit card payments will also now carry this fee. In addition, all credit card transactions now have a $500 limit per transaction.

Des Moines Water Works is committed to ensuring customers have a no-cost electronic payment method. All electronic check (ACH) transactions, including automatic payments using E-check (checking or savings bank account), is free of charge and do not have a $500 transaction limit.  We encourage customers to sign up for AutoPay through InvoiceCloud account or fill out this form and mail back to Des Moines Water Works with a voided check.  The total balance due will automatically be paid to Des Moines Water Works on the bill due date.

What about current AutoPay/DirectPay customers?
Current AutoPay customers paying by checking or savings account have automatically been converted to the new InvoiceCloud payment system.  Your automatic payments will continue uninterrupted, and your payment will be deducted from your account on the bill due date. However, in order to access payment information, you will need to re-register with your new account number on the InvoiceCloud system.

Do I need to update my account number with my financial institution BillPay?
Yes, you will need to update your DMWW account number with the new 13-digit number.

I have multiple accounts how do I link them?
Watch this video tutorial.

Why are your phones so busy?
Our representatives are very busy assisting customers in the new system. Thank you for your patience as we launch our new billing and payment system.

Are you currently open?
DMWW General Office is closed to the public at this time due to COVID-19. You can drop your payment off in our drop box. Place your bill stub and payment in an envelope and in the payment drop box, located at 2201 George Flagg Parkway.

Why did I receive an invoice for a closed account with a zero balance?
We apologize if you may have received an email from Des Moines Water Works regarding your closed DMWW account.  Des Moines Water Works has converted to a new payment system and emails to some closed customer accounts were inadvertently picked up.  Please disregard the email you received. No further action is necessary by you and further notifications on this closed account will not be sent.

Can I pay by DOXO website?
DOXO is a third-party payment website and not affiliated with Des Moines Water Works. Payments made by DOXO can take 5-7 days to be applied to your Des Moines Water Works account.

Where are my meter reads and consumption alerts on the new site?
If you previously had a consumption alert established, you will continue to receive alerts. Meter reads and new consumption alerts will be added to the new account portal in the coming months. We apologize for this inconvenience.

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