To help improve your experience with Liberty, we have introduced new billing and payment systems.
The new Liberty customer portal, called My Account, iis live! With the new and improved My Account, you are able to:
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. Click "Understanding My Bill" under the Customer Service Menu above to learn more about your new bill design.
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.
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
Need Assistance? 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.
Looking to create an account? Here's how! Customers can use their old account number to sign up for My Account.
| Scenario | Transition |
Paperless Billing Customers | Your enrollment in Paperless Billing will continue uninterrupted. A new My Account profile was created on your behalf.
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| 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.
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.
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.
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.
In the near future, we will introduce new options and tools to help improve your experience with Liberty.