Frequently Asked Questions

For questions about your online account, please contact LW Connect Technical Support at 571-581-6529 between the hours of 8AM and 5PM Monday through Friday.
LW Connect is compatible with Firefox, Chrome, Safari and Internet Explorer. See all of our browser support information by clicking the Disclaimer – Browser Support link on the Homepage.
Coming soon! The mobile application for LW Connect will be available soon on the Apple and Android application store.
LW Connect is a secure web-based solution to:
  • Pay your bill
  • View your bill PDF and payment history
  • View consumption and reading history
  • Manage payment preferences
  • Enroll in Auto Debit
The following information is required for registering on LW Connect:
  • Account Number on your bill.
  • Last 4 digits of your Social Security Number.
  • Service Address Zip Code.
Click Forgot Password on the Homepage. You will be prompted to verify your account information and answer security questions prior to resetting your password.
Click Register on the Homepage. You will need your account information to complete the process.
If you are not registered for LW Connect, click Register on the Homepage. You will need your account information to complete the process. If you are registered for LW Connect, enter your UserID and password and click Sign In on the Homepage to access your account.
LW Connect is open to all active Loudoun Water accounts. If you have a Loudoun Water account, then you are eligible to register!

Auto Debit allows you to set up recurring payments directly from your checking or savings account. We will generally begin processing your Auto Debit payment 1-2 days before your due date, but the amount due will not be debited from your account until the actual invoice due date.

There is no fee to sign up for Auto Debit and you may cancel at any time.

Please note: By enrolling in Auto Debit, any past due balances on your account will be withdrawn from your bank account immediately. If you've made a one-time payment for a past due balance, please allow time for that payment to clear before enrolling in Auto Debit to avoid a duplicate payment.

If your service is scheduled to be terminated, please submit a one-time payment and contact Customer Relations at 571-291-7880 with your payment confirmation number. If your payment is submitted after 4:00 p.m. EST, your service will be reconnected the next business day.

No, you will no longer receive a paper bill via U.S. mail. Instead, you will receive an email each time your account has a new bill due. If you ever want a paper bill, it's easy to print a copy from your computer.
What types of text messages will I receive?

Once you sign up for eBilling Text Alerts, you will receive text messages when your bill is ready to view online and five days before it’s due.


Are there any fees?

There is no additional charge for eBilling Text Alerts; however, your mobile phone provider may bill you for text messages and data rates depending on your mobile phone plan. Loudoun Water is not responsible for these charges.


Can I pay my bill by text message?

To pay your bill, click the link in the text message to sign in to your online account.


I have multiple accounts. Can I receive eBilling Text Alerts for more than one account?

Yes, you can individually enroll all of your accounts in eBilling Text Alerts through your online account.


I have multiple accounts enrolled in eBilling Text Alerts. How do I unenroll from one account but keep the other accounts enrolled?

You must sign in to your online account, select the account you wish to update, and unenroll from eBilling Text Alerts on the “Program Enrollment” section.

Please note, if you reply “STOP” through your mobile phone, you will be unenrolled from eBilling Text Alerts for all accounts associated with that phone number.


What if I change my phone number?

Go to the “Profile & Accounts” page in your online account and replace your old phone number with your new phone number. We’ll send an activation text message to your new number.


How do I stop eBilling Text Alerts?

You can unenroll by updating your program preferences on the “Program Enrollment” section in your online account, or by texting “STOP.”

If you unenroll from eBilling Text Alerts, you will still be enrolled in paperless billing and will continue to receive email notifications when your bill is ready to view online and five days before it’s due.


What happens if I unenroll from eBilling?

If you unenroll in eBilling, you will also stop eBilling Text Alerts. You will no longer receive email notifications or text messages when your bill is ready to view online.

You will receive an email each time your account has a new bill. Follow the link in the email to view your bill online.
You can cancel eBilling enrollment online anytime by choosing Unenroll under Program Enrollments. Once you have canceled eBilling enrollment, your next bill will be sent via U.S. mail. You can still pay your bill conveniently online by logging into your LW Connect account. Unenrolling from eBilling does not affect your Auto Debit enrollment.
Yes. The entire website is encrypted using the latest encryption technologies. Customer data is encrypted when we send it to you. Sensitive customer data is encrypted when stored.
Once you have logged into LW Connect you can view your consumption and billing details from the Account Details page. This page will present a graph of your Consumption and Billing History.
Once logged into the site, click the Profile link on the left navigation panel. From here you can update your:
  • Phone number
  • Email address
  • Mailing Address
Yes! After Logging in, click the Profile link on the left-hand navigation panel. From the Profile page click Add New Account button. You will need your account information to complete the process.
Payments made before 4pm EST Monday-Friday (except holidays) will be posted to your account that same day. Payments received after 4pm will be posted on the next business day. If your service is disconnected or pending disconnection, please call Customer Relations at 571-291-7880 with your confirmation number.
No. LW Connect does not charge a convenience fee for payments.
Yes. You can delete your banking information from your online account. To delete your banking information, log in to your LW Connect account and click on Payment Methods. Your bank information is located under the Bank Accounts tab. If you are enrolled in Auto Debit, you will first have to unenroll. Please be aware that by unenrolling from Auto Debit, your bank account will no longer be used to process payments automatically. You will be responsible for submitting payments for your account.
Payments made by one time bank payment can be canceled before 4pm EST the day the payment is scheduled to process. To cancel a one time bank payment, log in to your LW Connect account and click on Payments. If the payment is eligible for cancelation, a Cancel button will display. Credit and Debit card transactions cannot be modified or canceled after they are submitted. Credit and Debit cards occur in “real-time” – meaning funds are authorized and settled with your financial institution once the transaction is completed.