What are some payment troubleshooting tips?

Finish setting up your My WM profile

In some cases, you may be unable to pay if your profile isn’t set up. To fix this:

1. Check your inbox for the “Complete Your Registration” email and click the Confirm Email button inside.
2. If you can’t find the “Complete Your Registration” email, search your spam folder for an email sent from wmonline@wm.com and save it as a safe sender.
3. Click the Confirm Email button inside the “Complete Your Registration” email to finish setting up your profile.

Check your spam folder

If you are enrolled in paperless billing and did not receive an email, check your spam folder for  an email sent from wmonline@wm.com.

Check your billing overview

If you didn’t receive your invoice, you can find a list of current and past invoices on the “Billing Overview” page in My WM.

Don’t forget your invoice number

Your invoice number is located in the upper right corner of your invoice. Learn how to read your invoice here.

Update your computer settings

Receiving either of these error messages could be due to your computer’s settings:

• “Your payment was not processed.”
• “You are not authorized to view this page”

If your computer’s date and time is ahead of the Coordinated Universal Time (UTC) it will trigger a payment error. Confirm that your computer date and time settings are set to match Coordinated Universal Time and try submitting the payment again.

Try a new browser

Make sure you are using a modern browser like Chrome, Safari or Microsoft Edge. Issues may occur with older browsers like Internet Explorer (IE).

Try a password reset

If you are unable to log in to My WM after a few attempts, try a password reset:

1. From the log in tab or log in page, click Forgot Password?
2. Enter your email address and click Send Email
3. Once you receive the password reset email click the link within the email
4. Ensure your password is at least 8 characters and contains both an upper-case and lower-case letter.

Pay over the phone

If your payment is not urgent, try paying online again later today or tomorrow. If it is due today, try paying over the phone by calling 1-866-964-2729.

Pay via check

If you are sending a check by mail, please use the remittance address provided on your invoice. Make sure you include the following information:

• Customer ID
• Invoice number
• Phone number (the one on your account)
• Your service address (if it’s different from the address on the check)