Liberty My Account

Like others, app kept crashing each time I tried to access my account. I finally called the local office and it took the lady almost an hour to get me logged in and she had to have help from another person or two. No app should EVER be this user unfriendly. Shame on Liberty for not debugging this app before forcing customers to use it. If you are having problems call your local office and get some help.

For over 6 months now Liberty has implemented a new billing system and it is shockingly broken. The old system was antiquated but consistently worked. It was easy and reliable with invoicing and auto pay, but now I’ve received 3 months lumped together, and typically 2 months. Auto pay does not draw on the due date and you never know when it will pull the funds. It is typically 2 weeks late and you can’t change the auto pay date - it is always the due date. Now, Liberty has added the huge annoyance of sending “your payment is late” emails. I called today to give more feedback and feel so sorry for the staff who have to listen to the problems and apologize but they can’t fix it. I bet staff turnover is high due to this. It makes my bank account reconciliation harder to do because I never know when Liberty will pull their payment, but I can count on it not being anywhere near the due date. I tried calling customer service, but the auto system says how higher the call volume is and to try another time! I’m sure there is never a good time, but when I have tried to fix this in the past snd the staff are incredibly polite, but nothing changes. Please stop sending your late notices and just fix your auto pay system to run on time. I can’t fix this.

Be warned that when you make a payment your balance does not change for a couple of days. Even if you make the payment with a card the balance will not reflect your payment. And then if you accidentally make a double payment because the balance didn’t change when you made your fist payment Liberty will not refund your money for 10 business days. They say they have to wait for the money to post. Well it’s 2022 and money posts pretty immediately, I even called them with my bank on the phone to confirm they all the way had my money and Liberty still refused to refund my money. Even their manager said that it was because of the payment system in this app. I have never in my life heard of someone having to hold my money for 10 days before being able to refund it, absolutely absurd. And then of course because I literally have no other choice for an electric company I have to bend over and take it. Nothing was done for me as the customer. They just held my double payment of $250 like it was no big deal. And I have to continue to give them my money every month. The app is trash. Do better.

1. When we get on the app it shows the balance for only one of three meters. You have to select each individually to try to see the whole bill. 2. Recently the app does not show the complete bill. I had to call to find out what was going to be charged, and to prepay so I did not get a late fee. 3. Even thought I set my account to auto pay, the transaction does not happen on the selected date. 4. The app menus are not very intuitive and has to be searched to find the information I’m after. 5. Even though the app has been up for a few months, I can’t get trending information on previous data.

I was Out of town and I couldn’t pay my bill on the website so I downloaded the app to pay. Sure enough I couldn’t pay on the app either. A Message would pull up saying try again later. Almost had my power shut off due to this. Can’t see my usage for the months and often times I check my bill a message will say something went wrong try again later. I’m would like to see my usage each month because I was out of town for half of the month and my bill doubled from the month before. Even tho I had the air off and lights off while I was gone. It’s 2022 it shouldn’t be hard to make a app that works decently. If I could give 0 stars I would.

There are constant login issues where I have to force quit the app to be able to login Adding a payment will not lest you past the CC numbers and it looks like nothing was typed unless you tap the field again afterwards The adding payments may not be too much of an issue any more since it appears payments cannot be processed through the app (even though there is a section to pay and it use to work) Payment arrangement section is hidden and there is no way to pay against the arrangement while the relevant information is visible (even when you could make payments). Sending help requests through the app apparently go into the void, but only after a confirmation email is sent to your email letting you know that they will reach out to you with 48 business hours (at least my 4 requests over 15 days seemed too) If you just want to see your basic bill info and you can get logged into the system then the app may be okay

Trying to make a payment, but my saved payment info is gone! It asks if I want to create a new payment method? Why? I don’t like the looks of the form for banking info! Have you been hacked ?😳

The app never saved my card information when I was able to submit my payments through the app. I also am not able to save my payment method outside of a transaction, an error pops up every time. Now, I can’t even submit a payment through the app! It’s always “something went wrong on our end” in the error I receive. The app is not useful when things don’t work as they should. I’m still having to wait until I go home to submit a payment from my laptop, which defeats the purpose of having an app to begin with.

I love the new app! Easy to manage and complete what you are looking for. No more of needing your account number just to log in snd having to call into customer service for this information. Entering in your payment by credit or debit card needs some improving because as you type the number, it does not display unless you tap in the space for each number. Other than that, I love the app!!

I live far enough from any of your payment locations that I almost have to pay online. I am charged $1.75 every month as a Convience fee. Convience for what? Doing the work myself? This is like going to Walmart and using self checkout. I don’t get any discounts for doing someone else’s job. It’s frustrating. I know laws have been passed to make accepting card payments less expensive for companies. Maybe you should pass that savings on to your customers.

Liberty is a pretty big company, right? They can’t handle the making of a simple app? This is pathetic. - Riddled with bugs, most tabs become frozen or forever hanging and can only be fixed by closing the app - I have to choose my state every time? Why can’t I just stay signed in? - Reporting an outage doesn’t work, it gives me a pop up asking me to enter a phone number yet there are no interact-able fields to ENTER a phone number. I’m better off just using a browser. I couldn’t stand using this app for more than 10 minutes.

This app is free, which is salt in the wound, because I will never be able to be refunded on my time using it. Horrible interface, Face ID never works on it, and constantly berated to rate app. On top of this, if you leave the app for even a minute, it will log you out and make you sign in again. This wouldn’t be an issue, except you have to type in your password again, as biometrics don’t work in this sorry excuse of a time-waster. But at least I can pay my bill online… if it would ever display the correct amount. Turns out I’m behind on my bill by hundreds of dollars because it decides to not show past due amounts seemingly at random. The only reason I use this app is it is marginally more convenient than driving through the city to pay the bill in person. I wish the app developer(s) the worst.

I have been trying to get them to correct my bill since March and I give up, I’m just paying the current balance each month and they can figure out the past due amount that they screwed up. But I shouldn’t have to download an app just to get the stupid print PDF of Pastor Bill link to open. But of course I do because this is the worst gas company ever. I have lived in six states and I am telling you this is the worst gas company ever. If you are thinking of renting in an area that forces you to use Liberty Utilities, just don’t. For real.

I have been a NH Liberty utilities customer for over 7 years. I have had countless concerns with simply logging on to online services, the newer versions each time are worse than the previous. So I decide to download the app, and when I attempt to log in, (I know my login info, I can log right in on safari) it will continue to give me error messages. Look I know someone is going to say, “please reach out to our customer service so we can resolve this” but I simply shouldn’t have to do that. REALLY DISAPPOINTED…

When I want to know my usage per day I can and even though it won’t save my card info that’s okay I have it memorized and when there is an outage I can just tap on the app and not even have to make a phone call and see when there is a crew assigned to my area! I think the good out weighs the bad which is just the card info not saving!

Extremely poor release of an app. First week I tried to open it and it just crashed. When it finally stoped crashing it won’t let me log in. Says doesn’t recognize my account number or my email? They email me every month so no clue why doesn’t recognize it. Then I tried to access using account number from last months bill. Also doesn’t recognize. Who tested this app? And how much did you pay them to test it? They failed.

This app is the worst. The company uses a third party payment processor and for some reason the app doesn’t give real time payment information when a payment is made. I’m not sure how we are in the year of our Lord 2023 and an app that accepts payments cannot give real time updates to your account balance but here we are. Unfortunately it’s a utility so I have absolutely zero say in the choice of provider. Zero stars, zero out of 10 would not recommend.

You can’t pay on the app, it double charges you every time a payment manages to go through, they don’t even read the meters correctly for the electric, and they have a monopolized stranglehold on the region I live in. Do us all a favor and go out of business or find a competent company to buy you out because you’re killing us here. I’m shocked there aren’t more lawsuits presented against you incompetent worthless excuse for a utilities company.

I try to pay my bill all the time in the app and it doesn’t work no matter what card you use or how many times you try it’s due in 2 days and I can’t pay it since the stupid 1800 number isn’t taking automated payments I can’t afford to drive across town get cash and go on the other side of town to pay it then go back across town to go home that’s way to much gas that we don’t have

Viewing bill will not populate information boxes. Bills only go back a few months and won’t allow you to see bills past October 2021. Confusing app made more frustrating because changes came at the same time rate doubled and payment method was reset so it had to be set up again. Electricity costs too much to have such a poor UI.

Liberty took over our city’s water and wastewater in 2022 and prior to this, the app seemed to work well. I could see my balance, make my payments and report outages. Now, I constantly get error messages and have no ability to make payments. Even getting bills to load is tenuous and tedious. The only good thing is the ability to report outages.

App doesn’t work and for almost a year liberty utilities has not had any one that has a clue how to fix all the issues and they don’t get back to as they promised. Very sad!

I really love the app. Easy to use and very updated as well. Thank ya for the app and also my calls when I had questions

The app refuses to allow me to submit a payment, even when changing payment methods. Using my bank account, it always says “JSON is not correct” while when using my credit card, it says “Something went wrong we are working on it”. Face ID login recognizes me then proceeds to make me log in manually. Not much really works with this app, but it could be great if they did.

For a company this size to have such a horrible app release with the amount of money we pay for the service, I’m extremely disappointed. You completely changed your website and released this app at the same time and it’s a huge fail. Nearly everyone is having trouble accessing their account. Did you even try to put effort into this??

Their app never allows you to make a payment. I have complained on multiple occasions, and they still fail to do anything about it. This company is disorganized when it comes to billing and making payments. You would think that they would want to make it easy for clients to pay their bills. Their incompetence is shocking for 2024 when every company has an app!!

App has been working fine up until a week ago. Got the email that my bill was due. Opened the app and it said there was maintenance. Ok. Tried today and it says it cannot process my request when I try to login. Had to login via web browser on my pc to login and pay bill.

Liberty Utilities doesn’t keep the outage map updated so it’s largely useless, when there is an outage it don’t bring you to your service address. If you use the app to try to report an outage it asks you for a phone number but you can’t enter one. The app constantly times out and is just generally clunky.

Liberty app is malfunctioning once again. Too many updates lately and nothing seems to really change. Do not download, you can not sign into your account without the app crashing. I deleted and reinstalled multiple times, tried a different phone, and reset my phone. The app simply does not work. Waste of storage and time.

So far so good, except the numbers don’t show up when you add a credit card until after you’ve entered all of it.

December 17th 2021: As soon as I launch the app for the first time it asks me to select where I get service but the only options are “Massachusetts” or “Central” (states in the central part of the country). I have liberty utilites service in NH. Either add the option to select NH or add to your app description in the app store that this app is not available in all areas/states you service yet.

I couldn’t log in on this mobile app. My State of CALIFORNIA was not on the list. Am i missing something or am i supposed to do an extra steps?

I was very happy that I was able to get a app so I can make payments online until the other day. It kept telling me at this moment we can’t proceed. I thought they may have been doing a maintenance on the app. Went back online a couple days later, and I kept telling me the same thing, so does App work or does it?

Unable to make a payment by the app, or by their automated phone system for over 4 months. Just stopped working, and I keep being told ‘they are aware of the issue’. Not worth having at all.

Setup my new account but NH isn’t an available location so I can’t login Update— App update to include NH, so I can log in.

You can’t even pay your bill on this app.. which is the only reason I downloaded it. If there is a way to pay I have not been able to figure out how. You would think they would make it easy to find where to pay the bill on the app.

I can get onto the site through an internet browser, but the app does not recognize me at all. It would be nice to be able to see current usage, which the online site doesn’t show. Very frustrated. This is the only company I have had any logon problems with.

This app used to work. It had so many good features and now I can’t even login. App just crashes when you use Face ID or password. When it did work it fell off big time in the last few years. Features stopped working and the app just kinda fell apart.

Also asks you almost every time you switch screens in the app to review the app which is supremely annoying.

Slow and length of time searching for information are my issues

I get emails saying my current bill is due on a different date than is normally scheduled. When I go to pay the bill using the app it has forgotten my payment method. So, I need to go through adding all the info again making me wonder where it went the first time.

This app is trash. It tells me my account doesn’t exist and/or crashes as it tries to load. Ridiculous. I bet if everyone didn’t pay their bill until it was fixed, they’d get on it… iPhone 12 Pro Max with latest iOS.

This app never seems to work. I thought it was my fault. But I’m able to make my payment on my home computer with the same info needed to use the app. So I don’t know I think the app is pretty much useless.

Too bad for you if you’ve forgotten your password. Circles: Changed it, tried to log in, error message. Useless app and website. Cannot log in to pay or view my bill. Excited to move away from having to use Library Utilities.

The app is a start but not a good start. The app is in Alpha stage and I don’t think the developers have tested is properly. There are login issues as well as information not showing about %50 of the time. Overall, this has been a frustrating experience!

They tell us to use this app. But it doesn’t have Liberty water for Long Island. We have to use the old water company’s website and it redirects us to liberty utilities website to pay our water bill. And it tells us to download their liberty utilities app. Get your act together !!!!!!!

Bank account matching validation is broken. The bank accounts match. Tested multiple times. Couldn’t move past that form, didn’t setup autopay.

I spend more time trying to get into the app, mostly unsuccessfully, than actually using it. Then it often doesn't save or update information or preferences. Just Useless.

Horrible app and website!!!! I’ve been trying to pay my bill for weeks now and keeps failing transaction from my bank account which I put in about 10 times.. we need American water back, I paid very easily on that website

Where is my bill? No longer offer bill what’s wrong with you. Call customer service no one can help tell you what you owe something really wrong I better not be charged a late fee for something you can’t provide to me