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Change can be liberating!

New Customer Experience

To help improve your experience with Liberty, we have introduced new billing and payment systems. 

While the new Liberty web portal, called My Account, is currently active, we are aware some customers are having trouble using it, which is leading to large call volumes and longer-than-average wait times. To help reduce the wait time for customers, we have launched a "call-back" option. Customers who choose this option can hang up and a Liberty representative will call them back when it is your turn. Customers will not lose their place in the que when selecting this option. 

We apologize for this inconvenience and encourage you to use the self-services resources included on this page.

We also understand the frustration caused by a processing fee that was being charged to payments made by checking or savings accounts. This should not have been the case, and we want to apologize to our customers. We have reimbursed customers who paid with a  checking or savings account since Oct. 3, and we have removed that fee from My Account. Going forward, you can pay through My Account with a checking or savings account without incurring this processing fee. Click here to log in to My Account or keep scrolling for helpful tips to navigate the new My Account.

If you would like to pay with a credit or debit card, the $1.75 processing fee will still apply, as it always has. This fee is charged by credit card companies and does not benefit Liberty. For customers who wish to pay with a credit or debit card, these payments need to be made through our
“Pay Now” option.

A Message To Our Customers - October 19, 2022

I want to apologize to our customers who recently utilized the My Account portal to make a one-time payment using a checking or savings account and were charged a processing fee. As a result of us implementing a new customer system, we are working through some unanticipated issues with regard to payment convenience fees using a checking/savings account. Liberty is committed to making this right and is crediting those customers who were charged the $1.75 payment convenience fee when making the one-time checking account payment. We are also working to fully resolve the issue so customers are not charged this fee going forward. Customers will still have the option to utilize their credit card to make a payment through our website and will still incur a $1.75 processing fee, which has always been the case.

- Neil Proudman, President, Liberty NH

Need Help Troubleshooting? 

See below for a list of the most commonly asked question from our customers regarding our new system. 


  • All you need to log in to the new My Account platform is your email address and your old password (that password you were using to log in to the previous system). Once you are logged in to the new system, you will be asked to change your password.

    You can access the My Account login screen here.

  • No. To allow our customers plenty of time to get their new account number, your old account number will still work for a few months after the transition to the new system.

  • No! We understand the changing of systems is causing some issues and we want customers to know we will not be charging late fees until our call volume drops and customers are able to speak with a representative in a timely manner to help them troubleshoot any issues they are encountering.

  • No! Customers who did not have large outstanding balances and who were making payments to their account prior to our systems changing do not need to worry about their service being shut off.

  • We want to apologize to our customers who recently utilized the My Account portal to make a one-time payment using a checking or savings account and were charged a processing fee. As a result of us implementing a new customer system, we were working through some unanticipated issues with regard to payment convenience fees using a checking/savings account. Liberty is committed to making this right and has credited those customers who were charged the $1.75 payment convenience fee when making the one-time checking account payment. We are have also resolved the issue so customers are not charged this fee going forward. Customers will still have the option to utilize their credit card to make a payment through our website and will still incur a $1.75 processing fee, which has always been the case.

    UPDATE - 10/21/2022

    We have reimbursed customers who paid with a checking or savings account since October 3, and we have removed that fee from My Account. Going forward, you can pay through My Account with a checking or savings account without incurring this processing fee. Click here to log in to My Account.

    If you would like to pay with a credit or debit card, the $1.75 processing fee will still apply, as it always has. This fee is charged by credit card companies and does not benefit Liberty. For customers who wish to pay with a credit or debit card, these payments need to be made through our “Pay Now” option.

Still have questions?

If you still have a question, please send us an email! We are working very hard to answer emails in a timely manner. 

CustomerServiceNH@libertyutilities.com

 

Self Serve Options

If you are having trouble reaching our customer service representatives, you may be able to find the help you need here. 

Click the button below if you were a My Account customer under the old payment platform and need help accessing your new account. 

My Account Set Up Guide

Looking to create an account? Here's how! Customers can use their old account number to sign up for My Account. 

 

 

 

 

Some important things to know as we transition to the new system:
  • Your account number has changed 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 October 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 Automatic Payment, please reference the table below for how we are supporting this transition: 

ScenarioTransition 

Paperless Billing Customers

Your enrollment in Paperless Billing will continue uninterrupted. A new My Account profile was created on your behalf.
To complete the setup of your new My Account profile, you should have received an email notification requesting you reset your password. Simply follow the instructions provided in the email to reset your password.

 

Automatic Payment Customers

Your Automatic Payments will continue uninterrupted.

A new My Account profile will be created on your behalf.

To complete the setup of your new My Account profile you will receive an email notification on or after October 3rd requesting you to reset your password.

To reset your password simply follow the instructions provided in the email.

*If you have both Paperless Billing and Automatic Payment services, you only need to do this activity one time.

Current My Account Customers

On October 3rd we will be retiring our current My Account service in order to launch an all new and improved My Account experience.

If you are a current My Account customer and do not have Automatic Payment or Paperless Billing, you will be required to set up a new My Account profile.

On or after October 3rd, go to Libertyenergyandwater.com and select your state and community from the drop down menus. Click Enter.

Select My Account Log in/Sign Up. Then select the “Don’t have a My Account? Register” hyperlink.

Follow the prompts to complete the registration

  More exciting and positive changes are on the way and you will hear from us soon.

 

Additional Frequently Asked Questions

 


    • If you have automatic payments set up through your bank’s online payment service, you will need to log into that service after you’ve received your October bill, to edit the payee information for Liberty and enter your new account number. You will not be able to do so until you’ve received your October bill with your new account number. 
    • If you require your new account number before you receive your October bill, contact us at: 1-800-375-7413 (Electric) or 1-800-833-4200(Gas).  
  • You will still be enrolled in Paperless Billing. A profile in My Account will be created on your behalf. You should have received an email notification on or after October 3rd asking you to reset your password. Follow the instructions in the email to finish setting up your My Account profile. (Note: you won’t see any bills in My Account until your first bill is rendered after October 3, 2022. See “Online Billing History” on the previous page for more information). 

    We want to apologize to our customers who recently utilized the My Account portal to make a one-time payment using a checking or savings account and were charged a processing fee. As a result of us implementing a new customer system, we are working through some unanticipated issues with regard to payment convenience fees using a checking/savings account. Liberty is committed to making this right and is crediting those customers who were charged the $1.75 payment convenience fee when making the one-time checking account payment. We are also working to fully resolve the issue so customers are not charged this fee going forward. Customers will still have the option to utilize their credit card to make a payment through our website and will still incur a $1.75 processing fee, which has always been the case.

    UPDATE - 10/21/2022

    We have reimbursed customers who paid with a checking or savings account since October 3, and we have removed that fee from My Account. Going forward, you can pay through My Account with a checking or savings account without incurring this processing fee. Click here to log in to My Account.

    If you would like to pay with a credit or debit card, the $1.75 processing fee will still apply, as it always has. This fee is charged by credit card companies and does not benefit Liberty. For customers who wish to pay with a credit or debit card, these payments need to be made through our “Pay Now” option.

     

     

     

  • You will still be enrolled in Automatic Payments., and a new My Account profile will be created on your behalf. You’ll receive an email notification on or after October 3rd asking you to reset your password. Follow the instructions in the email to finish setting up your My Account profile.

  • The current My Account service will be retired. We hope you’ll sign up for the new My Account and enjoy a much-improved customer experience. You’ll need to register as a new user. Your existing login information will not work with the new system.  

  • To enroll in Paperless Billing or Automatic Payments, you will need to sign up for My Account. These are two of the many benefits offered through our new customer portal. You will need your new account number to do so, and again, it will be included on your October bill.

  • Yes. You can make a one-time payment even if you are not a registered My Account user utilizing our “Pay Now” option. Customers who pay this way will incur a $1.75 processing fee. This fee is charged by credit card companies and does not benefit Liberty.

  • For customers who would like to pay with a credit or debit card, the $1.75 processing fee will still apply, as it always has. This fee is charged by credit card companies and does not benefit Liberty. These payments need to be made through our “Pay Now” option

    Customers who wish to make a one-time payment through My Account with a checking or savings account will not incur this processing fee. Click here to log in to My Account. 

    • The My Account system will build history going forward and you will have access to bills online beginning with your October 2022 bill.  
    • If you are an existing Paperless Billing customer, you can temporarily access bills issued prior to October 2022, with your current Fiserv online access. Otherwise, please call our customer contact center. 

     

  • No. At present the mobile app will be available on smartphones. Tablets will be able to access My Account from the tablet’s web browser. 

    • The supported web browsers include the latest Chrome, Firefox, Edge, Safari mobile, Chrome mobile. 
    • For mobile OS devices (Apple and Google approved devices only): iOS and Android. 
  • 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.  

Return to the Liberty home page    Click Here          
                        

Change can be liberating!

In the near future, we will introduce new options and tools to help improve your experience with Liberty.