Frequently Asked Questions and Answers
Questions about the English mode Tokyo Water App
A; In English mode you can only apply to start or cancel water supply contacts. You cannot use the other functions that are available in the Japanese mode, such as applying for automatic bank account transfer and credit card payment, paying water bills via smartphone, checking past water charges and water usage, or receiving meter readings and bills electronically.
＊ Please call the Customer Service Center to apply for account transfers or credit card payments.
A; You can apply to start or cancel water supply contracts.
＊ Registration is required to use the Tokyo Water App.
A; The English mode Tokyo Water App does not have electronic delivery functions for meter reading slips or bills.
A; The English mode Tokyo Water App does not have functions to check your past water charges and water usage.
A; The same services offered on the smartphone app are also available on the dedicated website. Click here to install the smartphone app and access the dedicated website.
A; Only those who are named on a water supply contract can use the English mode Tokyo Water App. If the contract is not in the name of an individual (corporate account, etc.), then a representative of the organization should use the app.
A; No work is required. You can continue to use the service by installing the Tokyo Water App on the new device and logging in with the same email address and password.
A; Please cancel your registration by clicking the “Settings” button in the menu and then the “Close My Account” button.
A; You must cancel your registration first. After cancellation, change the language setting to Japanese and register again.
A; Check whether you have correctly entered your email address or telephone number. Also, check your email privacy settings (try specifically allowing emails from info@tokyo.suidoapp.jp). If the authentication code is not delivered to your mobile phone carrier email address (docomo, ezweb, etc.), then try using a free email address instead (gmail, yahoo, etc.).
A; The payment method you have chosen is different, or the last four digits of the account number or credit card number you have entered are different from those registered with the Bureau of Waterworks.
＊ The Bureau of Waterworks cannot answer questions about payment methods, account numbers, or credit card numbers. Only inquiries from the actual water service contract holder can be answered, and only if the number reported matches the registered information.
A; This error occurs because your telephone number is not registered with the Bureau of Waterworks. Call the Customer Service Center to register your telephone number. You can register on the Tokyo Water App from 8:00 AM the day after you call (excluding Sundays and public holidays).
A; The telephone number you have entered is different from the number registered with the Bureau of Waterworks. Check your telephone number and try again. If you are uncertain of the number, inquire with the Customer Service Center.
A; The customer account number you have entered is incorrect. Your customer number is written on your meter reading slips.
A; This error occurs because the information entered needs to be confirmed by the Bureau of Waterworks Tokyo Metropolitan Government . Please contact the Customer Service Center.
A; On the login screen, enter the email address and the password that you entered when registering before, and press the “Login” button to resume the registration process.
A; Please check your email address and password again. If an error occurs again, use the “Reset” button on the login screen to change your password and try again.
A; Please contact the Customer Service Center.
A; Please contact the Customer Service Center.
A; Please contact the Customer Service Center.