Help

Enrollment

+ How do I benefit by enrolling through myGCWW Customer Care Portal?

Through the personalized myGCWW Customer Care Portal you will enjoy the following benefits:

+ How do I enroll?

Get started in three easy steps:

  1. Find your account number.
    New account numbers are 10 digits, old account numbers are 12-14 digits – both work the first-time you set up your new profile. Click here to locate your new account number.
  2. Click 'ENROLL NOW' on the login screen, located in the upper right hand corner.
    Enrollment begins with your name, email address and account number. A verification email will be sent.
  3. Follow the hyper-link in your verification email to complete your enrollment.

To enter your Enrollment information you will need the following:

It's that simple!

*For users with multiple accounts, please see ”How can I manage multiple accounts?”.

+ How do I accept the Terms and Conditions?

Review the Terms and Conditions. Once you agree with the terms, simply click on the 'Accept Terms and Conditions' button to continue with your enrollment.

+ How do I know myGCWW Customer Care Portal enrollment was successful?

Upon enrolling, GCWW will send you an enrollment verification email. The email will come from noreply@mygcww.org. Click on the link in this e-mail to complete the enrollment process. Once this is done, you will be able to sign in.

If you experience trouble logging in, please use the "Contact Us" form and provide a description of the issue you are experiencing. You may also contact GCWW customer service for assistance by e-mail at help@mygcww.org or by calling (513) 591-7700 during normal business hours, Monday through Friday, 7:30 am to 5:30 pm.

+ How do I correct information I submitted incorrectly during enrollment?

After you have created your account, you will be presented with your profile information at your first login. Click 'Update Info?' to make any changes. At any time thereafter, you can simply visit 'My Profile' to update your information. Through My Profile, you can make the following changes:

To change your information:

  1. Select an account
  2. Click the 'My Profile' tab
  3. Click 'Update Info?'
  4. Update the desired fields
  5. Click 'Update' to save changes.
+ How do I login after I enroll?

After you complete and submit the enrollment form, GCWW will send you a verification e-mail. Clicking on the link will open a new browser window with a GCWW screen indicating that your enrollment was successful. At this point you are ready to return to the login screen and Log In to access all of our new website features.

+ How do I add additional accounts to my user profile?

It is not necessary to enroll or add each of your accounts separately. Once you register through myGCWW Customer Care Portal all of your accounts will automatically be available. Users with multiple GCWW accounts will need to enter an account number for an additional property during enrollment for verification purposes. If one of your accounts is not showing, please use the convenient "Moving?" form to request the account be moved to your name.

+ How do I find my GCWW account number?

You can use your new or old Greater Cincinnati Water Works account number to enroll. Your new Greater Cincinnati Water Works account number is located in the upper right corner of your new GCWW bill and is ten-digits long. Your old account number was previously listed in the upper left corner of your old bill.

If you have your old account number and need to locate your new account number, click here.

+ Will my personal information be sold to a third party?

GCWW will not sell or distribute your personal information to any third party. Your personal information will only be used by GCWW to identify and/or contact you regarding your GCWW service.

+ How do I contact GCWW to answer my questions or report a problem?

We've made it easy for you! Click on 'Contact Us' located in the upper and lower right hand corners of our website . Fill out your information and type your question or issue into the message box. Click on 'Submit'.

You can also call GCWW Customer Service at (513) 591-7700, Monday through Friday, 7:30 a.m. to 5:30 p.m.

Making a Payment

+ How do I find out how much I owe?

When you have successfully logged in, the Account Summary screen will be displayed if you have only one account or the My Account screen will be displayed if you have multiple accounts. Your balance will be shown immediately to the right of the service address. This view can also be accessed at any time by clicking on the 'My Account' tab at the top of the screen.

+ How do I view my GCWW bill online?

When you have successfully logged in, select your account and click the 'My Bills/Letters' tab at the top of the screen. Click on 'view/save Bill' to open a PDF image of your statement. Copies of your bill(s) may be saved for your convenience.

+ How do I make a payment?
  1. Once logged in, click on the ‘Manage Payments’ tab.
  2. Select the account you want to pay.
  3. Select your method of payment.
  4. Enter or select the desired Payment date.
  5. Enter or select the desired Payment amount:
  6. If you are making a payment with a new payment method, select Enter a new bank account or Enter a new credit card and enter your bank account or credit/debit card information.
  7. The new payment method will be automatically saved when you submit your payment. Click on Pay to make the payment. (Profiles with multiple accounts will say ‘Pay Selected'.)
  8. The system will ask for a confirmation that you want to make the payment using the selected payment method. Verify and click on 'Submit'.
  9. An online receipt will be presented after you complete the payment. This screen can be printed for your records. An email with these details will also be sent to you.
+ How do I know my payment was successful?

If the payment is successful, a receipt will be presented after you confirm the payment. This screen can be printed for your records. A confirmation email will also be sent to you.

You can return to the 'Account Summary' tab and view the 'Last Payment Received' and 'Payment Date'.

+ How long will it take the payment to appear on my account?

Once you have received an online payment confirmation receipt, the payment has been posted directly to your GCWW account. Your updated balance will be displayed on the 'Account Summary' tab immediately.

+ How do I cancel a payment?

If you would like to cancel a scheduled payment, click 'Cancel Payment' available on the Account Summary tab. Payments made the same day or in the past may not be canceled.

+ How do I schedule a payment for a future date?

Simply use the 'Manage Payments' feature of myGCWW Customer Care Portal and choose a future date on which you wish to pay. The payment will be processed and posted to your account on that date.

If delinquent, please submit your payment in full immediately. A scheduled payment will not stop a pending disconnection of water service if the account is past due.

+ How do I find all the available GCWW payment options?

We offer a variety of payment options. Click here for Ways to Pay.

+ How do I get my water turned back on after it has been turned off?

If your water service has been disconnected, please check to ensure that your account is current.

You can also check here to see if water service is currently off in your area.

+ How do I make an online payment on my payment plan?

Making a payment on your payment plan is easy!

  1. Once logged in, click on the ‘Manage Payments’ tab.
  2. Select the account you want to pay.
  3. Select your method of payment.
  4. Enter or select the desired Payment date.
  5. Enter or select the desired Payment amount:
  6. If you are making a payment with a new payment method, select Enter a new bank account or Enter a new credit card and enter your bank account or credit/debit card information.
  7. The new payment method will be automatically saved when you submit your payment. Click on Pay to make the payment. (Profiles with multiple accounts will say ‘Pay Selected.)
  8. The system will ask for a confirmation that you want to make the payment using the selected payment method. Verify and click on Submit.
  9. An online receipt will be presented after you complete the payment. This screen can be printed for your records. An email with these details will also be sent to you.
+ How do I know when my payment has been applied to my account?

Once you have received an online payment confirmation receipt, the payment has been posted directly to your GCWW account. Your updated balance will be displayed on the 'Account Summary' tab immediately.

+ What is AutoPay?

Set it & Forget it! AutoPay is a convenient automatic payment service. You can pay your GCWW bill automatically each billing period using our secure process. AutoPay is available with a bank account or credit card. There is no processing fee charged to customers for using this service with a bank account. A small processing fee will apply for each credit card transaction.

+ How does AutoPay work?

Once you have enrolled in AutoPay, GCWW will automatically pay the bill amount on the due date from your selected checking/savings account or credit card. If your account is already past the due date, it is necessary to make a separate payment to bring your account current.

The process is completely secure and ensures that your bills are paid on time, every time!

+ How do I set up AutoPay?

Log in to myGCWW Customer Care Portal and click on the Manage Payments tab at the top of the screen.

  1. Choose Add auto pay rule by selecting Action for the desired account
  2. Complete the form by selecting desired payment method, maximum payment amount, and payment start date. Click on Continue.
  3. Verify information and Submit.
+ When is the AutoPay payment taken out of my bank account or charged to my card?

The current amount due will be deducted from your checking/savings account or paid with your credit or debit card on the due date. If your due date falls on a weekend or holiday the current amount due will be paid on the next business day. Depending on your banking institution, the transaction may take up to several days to be reflected on your banking statement.

+ How do I know when my AutoPay payment has been made?

You can check your payment history and your account summary online 7 days a week, 24 hours a day through myGCWW Customer Care Portal or or using our automated phone system at (513) 591-7700. You can also check with your bank.

+ How do I change my payment due date using AutoPay?

One of the benefits of AutoPay is that your bill is paid on the Due Date stated on your GCWW bill. The option to change your payment due date is not currently available.

+ How do I know my AutoPay transaction is secure?

Safety and security are a top priority in everything we do. Our payment system takes a multi-tiered approach to data security and system integrity. This system employs many highly advanced security hardware, software, and protocols to protect its system.

Your user name and password are unique identifiers that only you know. If you don't share this information with anyone, then no one else can sign onto the site pretending to be you.

You are automatically signed off of your session if you are inactive for a period of twenty minutes. We recommend you sign off immediately after you are finished checking or making payment(s) to your account(s).

+ Can I use a credit/debit card with AutoPay?

Yes! This is an exciting new feature of myGCWW Customer Care Portal that we are pleased to offer our customers.

AutoPay can be established with a checking/savings account or any major credit/debit card.

There is no processing fee charged to customers for using this service with a bank account. A small processing fee will apply for each credit card transaction.

+ What happens if I don't have enough money in my bank account to make my AutoPay payment?

Insufficient funds are handled in the same manner as an overdraft for a written check. If you do not have overdraft protection to cover insufficient funds, you will incur a returned payment fee from GCWW and potentially additional fees from your banking institution.

+ How do I cancel a scheduled AutoPay payment without being cancelled from the AutoPay service?

To cancel a scheduled AutoPay payment you must cancel your AutoPay service. Once you cancel the service your payment will automatically be cancelled. You may re-enroll once your balance is paid in full.

+ How do I recognize the AutoPay payment on my bank statement?

The following AutoPay payment verbiage will appear on your bank statement when a payment is made, 'CINCINNATI WATER-GCWW PYMT'.

+ What information do I need for online enrollment in the AutoPay payment service?

Once you are enrolled in myGCWW Customer Care Portal, AutoPay can be established with a checking/savings account or any major credit/debit card. If using a checking /savings account, you will need both the bank routing and account numbers. A sample check from your bank may be helpful.

+ How do I enroll in AutoPay if I have a payment plan?

If you currently have a payment plan it should be paid in full before you can enroll in AutoPay.

+ How do I cancel AutoPay?

AutoPay offers a no-hassle method of ensuring that your GCWW bill is paid on time, every time. However, if you would like to cancel your AutoPay payment option, follow these simple instructions:

  1. Log in and select 'Manage Payments'.
  2. Click on the 'Settings' tab.
  3. Select 'AutoPay'.
  4. Click on the arrow corresponding to the account for which you would like to cancel AutoPay.
  5. Select 'Delete auto pay rule'
  6. Confirm that you want to remove this rule by clicking 'Submit'.

Manage User Profile

+ How do I log in if I have forgotten my password?

If you have forgotten your password, you can reset it by clicking 'Forgot Password' on the login screen.

Your new password:

For better security, use a password that is easy for you to remember but cannot be easily guessed by someone else.

Enter your new password, confirm it and press 'Submit'. You may continue logging in with your new password. A confirmation e-mail will be sent to you.

+ How do I change my password?

Once you have logged into myGCWW Customer Care Portal, select 'Reset Password' under "Quick Links."

Your new password:

For better security, use a password that is easy for you to remember but cannot be easily guessed by someone else.

Enter your new password, confirm it and press 'Submit'. You may continue logging in with your new password. A confirmation e-mail will be sent to you.

+ How often will I change my password?

GCWW recommends that you change your password periodically so that it remains secure.

+ How do I change my e-mail address (User ID)?

Once you have logged in, select 'My Profile' tab Click 'Update Info?' Enter your new e-mail address and click 'Update'. You will be sent an e-mail confirming your profile updates.

+ Why is an e-mail address required to enroll?

The e-mail address you provide during enrollment will be your username for your GCWW online profile. Additionally, it will be used to send you e-mails to confirm changes to your profile, payment confirmations, password resets, and to let you know when a new bill is available.

+ How do I change my name, address or phone number?

Once you have logged in, select the 'My Profile' tab. Click 'Update Info?' Enter your new information and click 'Update'. You will be sent an e-mail confirming your profile updates.

Updating your billing address will change the mailing address to which your bills and letters are mailed for that account.

+ How do I change my checking/savings account and/or credit/debit card details?

Log in to myGCWW Customer Care Portal and click on the 'Manage Payments' tab at the top of the screen.

  1. Click on the 'Settings' tab.
  2. Select 'Methods of Payment.'
  3. Click on the arrow corresponding to the method of payment details you would like to change.
  4. Select 'View/Update method.'
  5. Change the necessary details and select 'Submit.'
+ How do I know my bank and credit/debit card information is secure?

Safety and security are a top priority in everything we do. Our payment system takes a multi-tiered approach to data security and system integrity. This system employs highly advanced security hardware, software, and protocols to protect its system.

Your user name and password are unique identifiers that only you know. If you don't share this information with anyone, then no one else can sign onto our site attempting to represent you.

You are automatically signed off of your session if you are inactive for a period of twenty minutes. We recommend you sign off immediately after you are finished checking or making payment(s) to your account(s).

+ How do I add another account to my user profile?

It is not necessary to enroll or add each of your accounts separately. By successfully enrolling in myGCWW Customer Care Portal, all of your associated accounts will be automatically imported.

If one of your accounts is not showing, please use the convenient "Moving?" form to request the account be moved to your name. If you have any other questions, please use the "Contact Us" form.

+ How do I remove an account from my user profile?

By successfully enrolling in myGCWW Customer Care Portal, all of your associated accounts are automatically imported.

If you are moving or selling the property and have not yet contacted us, please use the convenient "Moving?" form to let us know. If you have any other questions, please use the "Contact Us" form through this link.

Inactive accounts will remain available to previous property owners for record-keeping purposes. There will be an account message that states “This is an inactive account.”

+ I'm moving, do I need to re-enroll?

No, simply fill out our convenient "Moving?" form and we'll take care of the rest! All of your associated accounts will be automatically updated.

Request eServices

+ How do I change the name on my bill?

If you are receiving a bill with your name spelled incorrectly, please use the 'Contact Us' form. If you are moving or changing the name to another person you can use our convenient 'Moving?' form, email help@mygcww.org, or call us at (513) 591-7700 during normal business hours, Monday through Friday, 7:30 am to 5:30 pm, for assistance with your request.

+ How do I change my billing address?

Once you have logged in, select the 'My Profile' tab on the account you wish to update. Click ‘Update Info?’ Enter your new billing address and select 'Update'. This will change the billing address for only the service address you have selected. If you have more than one account, it will be necessary to update each account separately. You will receive an e-mail confirming your profile updates.

+ How do I add or change a phone number on my billing account?

Once you have logged in, select the 'My Profile' tab. Click 'Update Info?' Enter your new information and click 'Update'. You will be sent an e-mail confirming your profile updates.

+ How do I add or remove my name from an account?

It's easy! Fill out our convenient 'Moving?' form online. It may be necessary to provide a meter reading; instructions are provided on the form.

+ How do I change my billing address if I am moving out of the country and retaining service at my property?

You may request an address change via email by clicking 'Contact Us' on the menu. Please provide your account number (or account numbers, if more than one), your new billing address, a contact phone number and the effective date of change.

Other Questions

+ How do I contact GCWW to answer my questions or report a problem?

Simply use the 'Contact Us' form and provide a description of your question or problem.

You may also contact GCWW customer service for assistance by e-mail at help@mygcww.org or by calling (513) 591-7700 during normal business hours, Monday through Friday, 7:30 am to 5:30 pm.

+ How do I request special services (move in/out, meter reading or service orders)?

If you are moving, you may use our convenient and simple 'Moving?' form.

If you have other questions, simply use the 'Contact Us' form and provide a description of your question or request. You may also contact GCWW customer service for assistance by e-mail at help@mygcww.org or by calling (513) 591-7700 during normal business hours, Monday through Friday, 7:30 am to 5:30 pm.

+ How do I request a payment plan online?

Simply use the 'Contact Us' form and provide a description of your request. You may also contact GCWW customer service for assistance by e-mail at help@mygcww.org or by calling (513) 591-7700 during normal business hours, Monday through Friday, 7:30 am to 5:30 pm.

+ What email messages will I receive?

GCWW will send you emails to verify successful completion of the following activities:

+ What should I do with the emails I receive from this website?

Payment confirmations should be kept for your records. Other emails may be kept at your discretion.

+ What does it cost to use this service?

We are pleased to offer these convenient self-service options and features at no cost to you!

+ What are the technical requirements to use this website?

The browsers that support our system best are: