Troubleshooting Guide

Why can’t I register?

CSR shall validate that customer is an actual Fairfax Water customer

What is “Paperless Billing”?

Enrolling in Paperless Billing allows portal customers opt-out of receiving paper bills each billing cycle. Customers can log into the portal to view an electronic copy of their bill.

Customers will NOT receive an email containing their actual bill. Customers must log into their portal account to view their Bill PDF.

I moved-out of my premise. Can I still register?

Yes. Customers can register a moved-out account, so long as they have record of the account information required for registration (Account ID, Service Address)

Can I register for the portal if I am renting?

Yes, provided the Utility bill is in your name.

If I register through the portal (web), is it mandatory to register again via the mobile app?

No. You only need to register once. Your Username and password are the same for both Mobile and Web applications.

Can I register my “contract account” to another portal Username?

Yes. Users can link the SAME contract account to multiple portal Username’s.

I completed the registration process but never received the confirmation email. Can you please verify what email I used? Can you change the email address I entered?

CSR MIADMIN INSTRUCTIONS – Validate registered email address

1. Login to MiAdmin console at https://www.fwcustomer.org/fairfax

2. Enter customer account or Username and click “Search”.

3. From the search results table, click the customer’s account to view the dashboard.

4. From the dashboard, click the FW button.

5. Click the Profile icon

6. Confirm email address registered to the user’s portal account and update as requested by the customer.

Can you please send the verification email again?

CSR MIADMIN INSTRUCTIONS – Confirm account has been activated via confirmation email

1. Login to MiAdmin console at https://www.fwcustomer.org/fairfax

2. Enter customer account or Username and click “Search”.

3. The customer’s account will display in the search results table below.

4. A RED or GREEN icon will be displayed for the customer’s account.

a. A Red button indicates that the customer has NOT clicked the account activation link in their registration confirmation email.

b. A Green button indicates that the account has been successfully activated.

5. To resend the registration confirmation email, click the mail icon in the far right column of the search results table.

6. To manually activate the customer’s Username, click the unlock icon in the status column.

I forgot my Username, how do I reset it?

Username’s cannot be changed by the end user. However, CSR’s are able to complete this functionality via MiAdmin. Users can utilize the self-service forgot username URL to receive an email reminder containing their Username.

CUSTOMER SELF-SERVICE INSTRUCTIONS – Username Reminder

1. Navigate to the FW Login page at https://www.fwcustomer.org/fairfax

2. Click the “Forgot Username?” button above the Login button to initiate the Forgot Username wizard.

3. Users are required to verify their account information and answer security questions that were set during portal registration.

4. Once validation is complete, the portal will automatically send an email to the email address tied to their portal account.

5. Open the email to view the Username

6. Navigate to the FW Login page at https://www.fwcustomer.org/fairfax and complete Login.

CSR MIADMIN INSTRUCTIONS – Finding the customer's Username

1. Validate customer credentials – Service Address and Account Number.

2. Login to MiAdmin at https://www.fwcustomer.org/fairfax

3. Enter customer Account Number or Username and click “Search”.

4. From the search results table, the Username will be listed in the search record.

I lost or forgot my password, how do I find it?

If a user has forgotten their password, it must be reset by the end-user or by a MiAdmin user.

CUSTOMER SELF-SERVICE INSTRUCTIONS – Password Reset

1. Navigate to the FW Login page at https://www.fwcustomer.org/fairfax

2. Click the “Forgot Password?” button beneath the Login window to initiate the password wizard.

3. Users are required to verify their account information and answer security questions that were set during portal registration.

4. Once complete, the portal will automatically send an email to the email address tied to their portal account.

5. Clicking the link in the email will open a new browser window where the user can enter a new password and complete LogIn.

CSR MIADMIN INSTRUCTIONS – End-user password reset

1. Validate customer credentials – Service Address and Account Number.

2. Login to MiAdmin at https://www.fwcustomer.org/fairfax

3. Enter customer Account Number or Username and click “Search”.

4. From the search results table, in the far right column titled ‘Actions’ locate the blue icon with a key symbol associated with the user.

5. Click the Key symbol.

6. Confirm the security questions and answers with the customer verbally.

7. Click Reset Password.

My account is locked, how do I unlock it?

The self-service “Forgot Password?” wizard (see above) can be used to unlock user accounts.

If customer is unable or unwilling to use the self-service tool, MiAdmin users can unlock customer accounts via the MiAdmin console:

CSR MIADMIN INSTRUCTIONS – Unlock Username

1. Login to MiAdmin console at https://www.fwcustomer.org/fairfax

2. Enter customer Account Number or Username and click “Search”.

3. The customer’s account will display in the search results table below.

4. From the search results table, in the far right column titled ‘Actions’ locate the blue icon with an unlock symbol associated with the user. To manually unlock the customer’s Username, click the unlock icon.

While logging in, I received a popup message telling me my payment is due, but I already made a payment.…?

Payments made prior to 4PM EST will post to their account on the next business day.

Payments made after 4PM EST will post within 2 business days.

Did the customer receive and email confirmation of their payment?

If payment is confirmed in SAP and in MiAdmin, and customer confirmed receipt of email confirmation, CONTACT Avertra FW Technical Support

I have more than one Fairfax Water account. Can I add more than one account to my FW user profile?

Yes. During registration, all Accounts associated with your business partner number will be added to your Username profile automatically. You can see these by navigating to the Profile & Accounts page and Manage Accounts.

I have more than one account to my FW profile, how do I view my other accounts?

Click the down arrow at the top right of the page near your account and premise information to view and navigate between your accounts. Click the desired account from the menu to refresh page content for that account.

Can I add my old (moved-out) account to my user profile?

Yes.

I closed my account and opened a new one. Now when I log into the Portal, it loads with my old account first. Can I change my profile so it loads my new account first?

Yes. When you log into the portal, the overview page loads with your primary account first. You can change the primary account for your Username so that upon Login, a different account is loaded first. Follow these steps to change your primary account:

1. Navigate to the Profile & Accounts page

2. Look for the Manage Account Details section. Each contract account registered to the Username will be listed in this section.

3. The contract account which is the Primary account will have a green check next to it. This designates which contract account loads first when the customer logs into the Portal.

4. Click on the edit button for the contract account you wish to designate as the Primary account.

5. In the popup, select the slider at the bottom “Set

How do I enroll in Auto Debit?

1. Login. You will be navigated to the Account Overview page.

2. Locate the Program Enrollment on the Dashboard or navigate to Payment Methods section.

3. Click on Enroll in the Auto debit area

4. Designate a bank account for payment processing in the pop-up

5. Click Enroll.

6. The Overview will refresh with the new enrollment status.

How do I un-enroll from Auto Debit?

1. Login. You will be navigated to the Account Overview page.

2. Locate the Program Enrollment section.

3. Click on Unenroll in the Auto debit area

4. Click OK in the confirmation pop-up

5. The Overview will refresh with the new enrollment status.

I am enrolled in Auto Debit, can I still make a credit card payment?

Yes. Card payments can be submitted on all days EXCEPT the two business days AFTER a Auto Debit Draft. This limitation prevents duplicate payments against an account that has an “In-Process” bank payment.

How am I alerted if my Auto Debit fails?

If a Auto Debit draft fails, registered customers will receive an email notification of the failed bank draft. The bank account information must be updated in order for future processing attempts to be successful.How do I enroll in Auto Debit?

1. Login. You will be navigated to the Account Overview page.

2. Locate the Program Enrollment on the Dashboard or navigate to Payment Methods section.

3. Click on Enroll in the Auto debit area

4. Designate a bank account for payment processing in the pop-up

5. Click Enroll.

6. The Overview will refresh with the new enrollment status.

How do I un-enroll from Auto Debit?

1. Login. You will be navigated to the Account Overview page.

2. Locate the Program Enrollment section.

3. Click on Unenroll in the Auto debit area

4. Click OK in the confirmation pop-up

5. The Overview will refresh with the new enrollment status.

I am enrolled in Auto Debit, can I still make a credit card payment?

Yes. Card payments can be submitted on all days EXCEPT the two business days AFTER a Auto Debit Draft. This limitation prevents duplicate payments against an account that has an “In-Process” bank payment.

How am I alerted if my Auto Debit fails?

If a Auto Debit draft fails, registered customers will receive an email notification of the failed bank draft. The bank account information must be updated in order for future processing attempts to be successful.

Can FW update or remove my payment methods for me?

Payment Methods can only be managed by FW end users. MiAdmin Users cannot view/add/delete customer payment methods.

Is my credit card stored at FW?

FW does not store credit card payment methods. Credit card information must be entered at the point of payment.

How do I add a payment method?

1. Login

2. Click Payment Methods

3. Click the Bank Account tab

4. Click Add Bank Account.

5. Complete required payment information fields

6. Click Submit

7. View new payment method is displayed in table

How do I setup a reoccurring payment?

Reoccurring payments can only be setup using a Bank Account by enrolling in Auto Debit from the Payment Methods tab,

How do I delete a payment method?

1. Login

2. Click Payment Methods

3. Click the Bank Account tab

4. Click the Trashcan icon

5. Click OK

Can I use a payment method that is not in my name?

Yes. As long as the customer can provide all of the authorizing information, they may use a payment method that is not in their name.

I just made a credit card payment, can I cancel it?

No. Credit Card payments cannot be canceled once they are submitted.

Why can’t I make a payment?

Has the customer added a saved bank account to their FW profile? This is required for making payments.

Is the customer getting an error message when making a payment? A Transaction Failed message will appear if the payment gateway to the 3rd party is not available.

I made a one-time bank payment today, when will the payment reflect on my bank statement?

24 to 48 hours.

Why didn’t the “Current Charges” amount change after I submitted my payment?

The “Current Charges” amount will not be updated until the recent payment has been fully processed and posted to their statement.

Payments made prior to 4PM EST will post to their account on the next business day.

Payments made after 4PM EST will post within 2 business days.

Why does the “Current Charges” not reflect payment submitted yesterday?

Payments made after 4PM EST will post within 2 business days.

I made a payment (online or web), will this stop a disconnection order for my premise?

Yes - If disconnect order was issued for a date greater than today. If the disconnect is scheduled for the same day as the payment is made, the disconnect order will NOT be canceled.

Customers that have made a same-day payment should print their payment receipt and show it to the assigned meter technician. The technician to contact dispatch to validate the payment has been received to the billing system; if so, disconnect can be canceled.

I clicked the “View” button, but the bill/mail insert image does not display…?

Does the customer have Adobe PDF viewer installed on their computer?

Confirm the customer’s internet browser is a compatible version.

Can I Print my bill/mail insert?

Yes. Click “File” and “Print” from your internet browser menu.

Can I save my bill/mail insert to my computer?

Yes. The PDF viewing application (Adobe) installed on the customer’s computer provides this function. Observe the menu buttons displayed in the bottom right corner of the PDF and click the Save icon.