Residents FAQ

MeterNet is a third-party billing company that works on behalf of your HOA or community. 

Our role is to accurately bill each resident for their personal utility usage. We match the rates set by your local utility companies, and provide statements based on your usage and those exact rates.

By providing these personalized utility statements, you only pay for what you use, and not for your neighbor's usage. 100% of moneys collected for utilities are reimbursed back to your community for them to pay the overall community utility statement(s).

Are you the homeowner, or are you renting (tenant)?

If you’re a new tenant: 
Congratulations on your new home! Please contact the homeowner or property manager to have them submit a Duplicate Statement Form. The Duplicate Statement Form will add you to the account as an authorized user. 

If you’re a new homeowner: 
Congratulations on your new home! To set up service, please complete and submit an Account Setup Form. 

To access your MeterNet account online, register or log in at the following link:  MeterNet Online Portal 

To register, you’ll need your account number and one of the following: 

1. Meter number 
2. Phone number on file
3. Email address on file 

If you're missing any of these, please reach out to us via email or online chat—we’re happy to help. 

As the homeowner, the account will always remain in your name, but tenants can be added as authorized users. 

📌 Note: If a tenant is listed as an authorized user, the account cannot go paperless. 

To add a tenant, please complete our Duplicate Statement Form. This form allows your tenant to receive billing information and be added as an authorized user.

Usually tenants can be added within 2-3 business days. Once it’s processed, our team will send you a confirmation.

If you are a homeowner: 

Email us with your escrow close date, and we can prepare your closing information.

If there’s a rent-back agreement, please let us know the last day of occupancy.

To ensure accuracy due to possible delays with Escrow, we are unable to close accounts using future dates. 

If you are a tenant: 

Please have your property manager or owner request to have your account closed and removed from your account. In the meantime, you can contact us to disable autopay or email notifications. 

🚫 Important: Deleting your portal account does not close your MeterNet account. 

A base fee is a flat rate charge applied by most utilities.

These base fee is charged to cover the cost of providing access to the utility, even if no service is used. This fee helps support the infrastructure, system maintenance, and other utility services not directly related to the volume used. 

💡 Note: Base fees are billed regardless of the amount of actual usage.  For instance, even if you are not home, the utility company still charges the same Base Fee just to be connected.

We’re sorry to hear that!

For fastest help, please send us the following: 

•  A 15-second video clearly showing the leak 
•  Your account number and contact info 

Email to [email protected], and our team will review it and follow up with next steps. 

Please Note – MeterNet can only repair the Meter or leaks directly connected to the meter.  If there are leaks outside of the meter, you will need to call a plumber. 

We’re sorry you’re experiencing this!

Please note that MeterNet does not control water delivery and will NEVER turn off your water without notice outside of an emergency (leak).

You’ll need to contact your local water purveyor or HOA to report or inquire about outages. 

The MeterNet service fee covers all the services we provide—including meter reading, customer service, billing, matching of utility rates, the preparation of your monthly statements, and more.

It's a flat fee that supports the full scope of our work as the third-party billing provider for your community.

A higher-than-expected bill is often due to increased utility usage. Here are a few things to check: 

• Higher Usage: Review your statement for any spikes in usage. If there's an unexpected increase, we recommend checking for potential leaks inside or outside the home. 
• Rate Changes: Compare your current statement to previous ones to see if there have been any rate increases. Your local utility purveyor will adjust rates periodically, and those changes will also be reflected on your statement. 

If you still have questions after reviewing your usage and rates, feel free to contact our Customer Service team—we're happy to help! 

We provide various payment options, including: 

• FREE Automatic ACH payments 
• Mailed-in check or money order payments 
• Online/over-the-phone credit card and E-check payments 
• Bill Payment service via your local bank account 

Late fee policies can vary depending on your community.

In most cases: 

• The Payment due date is 25 days after the statement date.  A late fee may apply if payment is not received by midnight on the due date. 
• If payment is not received within 15 days after the posted due date, an additional $30 late fee may apply. 

If you're unsure about your specific community's policy, feel free to reach out. 

Your due date is listed on the top right hand side of your statement.

If you have any questions, please reach out to us through chat or at email [email protected]

No problem!  Submit a new Duplicate Statement Form with the new Tenant information, including move-in/out dates, and we’ll have your account updated within 2-3 business days at most.

Once completed, the next statement will be in the new tenant's name.

When moving in and out new tenants, their move-out/in days may not fall on the same day as your statement.

In those cases, while we cannot provide a mid-cycle statement, we are happy to provide an estimated prorated statement upon request.

📧 Email us at [email protected] with your account details and the desired move-out date, and we’ll send over an estimate