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New Customer Experience - Residential - Central - Liberty

Important changes are here!

 

Liberty has transitioned to new systems to improve your Liberty experience and make your service easier and more convenient. As with any major technology change, there will be a period of adjustment as we implement the new systems. We are providing this information to alert you to some of the changes that will take place.

Here's what you need to know:

  • Your account number has changed. It will be shared on your April bill or you may find it using our lookup tool here. If you have bill pay set up with your bank’s online bill pay system, you will need to update it to reflect the new account number.
  • Customers with automatic payments may experience disruptions to their April bill payment. Please refer to the due date on your April bill to confirm when your April payment will be
    drafted. Automatic payments are expected to return to normal in June.
  • The Liberty My Account mobile app will be unavailable April 3 - April 19. During this time, you may view the outage map on our website or at the link on the home screen of the
    Liberty My Account mobile app. To report an outage during this time, please call Liberty at 1-800-206-2300.
  • Your bill has a new look and include an easy-to-read usage graph. You can view samples of our new bill templates here.
  • The way that you log into My Account has changed. The old login portal has been retired. If you had this page bookmarked, you will need to update it to the new URL for the state where your service address is located:

Plus, we’ve added helpful features to our My Account online and mobile platform:

  • Make real-time payments and see your balance updated in a matter of seconds.
  • Report an electric outage online without logging into My Account and view all active outages on a new outage map.
  • Register for budget billing (formerly Average Payment Plan) directly through the My Account portal.
  • Manage your service, including turn ons, turn offs and transfers.
  • For existing My Account users: Your profile has been migrated to the upgraded portal and you may log in using your existing username and password.

Customers may experience disruptions to their April billing and automatic payments. Please review the scenarios below to see how you may be impacted.



    • As a result of the system transition, customers may notice the following:
      • Customers with a regularly scheduled payment of the 1st or 5th of each month: Your April bill payment will be withdrawn Monday, April 8.
      • Customers with a regularly scheduled payment of the 10th, 15th, or 20th of each month: Your April bill payment will be deferred to May. Please see the question below “Why don’t I have a scheduled payment in April?”
    • Please note this is a planned delay, and it will not impact your billing or payments moving forward.
    • As a result of the system transition, we had to pause billing for several days. Customers whose normal billing window fell within our transition period will notice their bill is delayed by a few days.
    • If this is the case, your payment due date will be adjusted to allow for the standard amount of time to pay.
    • Customers with a regularly scheduled payment of the 10th, 15th or 20th of each month may notice that their April payment is not withdrawn on their scheduled date.
    • If your regular April automatic payment withdrawal date is within 10 days of your billing date, your April payment will be deferred to May.
    • This means you will have no payment withdrawn in April and your April and May payments will be withdrawn together on your May payment date.
    • What you need to do:
      • Watch for your April Liberty bill – please note that it will have a new design.
      • If your billing date is within 10 days of your automatic payment date, you are likely impacted by this change.
      • If your April Liberty bill payment is not withdrawn from your bank account on the regularly scheduled date in April, be prepared for it to be withdrawn in May along with your regularly scheduled May payment.

We thank you in advance for your understanding as we make these changes. If you have questions or these payment date changes cause any hardship, please call our Customer Care team 1-800-206-2300 (Electric & Water) 1-800-424-0427 (Gas). We have flexible payment options and other assistance programs to help you.

Have questions?


    • Your new account number will be located on your April bill.
    • You will also be able to find your new account number by using our online lookup tool – input your old account number to find your new number. This number can be used to sign up for My Account, and update your automatic payments made through your bank account. Find your new account number!
    • If you have bill payments set up through your bank, you will need to update the information with your new Liberty account number.
    • You can locate your new account number on your April bill or by using our lookup tool.
    • Note you will be required to input your old account number in order to retrieve your new account number.
    • Your Paperless Billing will continue uninterrupted. However, you will no longer be required to log into My Account in order to view your paperless bill.
    • Your Automatic Payments will continue uninterrupted.
    • If you are a current My Account user, your profile has been migrated to the upgraded portal and you may log in using your existing username and password. You will notice that My Account looks a bit different and offers more features.
    • Additionally, the way that you log into My Account has changed. The old login URL (https://myaccountcentral.libertyenergyandwater.com/portal/) has now been retired. If you have this page bookmarked, you will need to update it to the new login page for the state where your service address is located:
    • Your bill history prior to April 2024 will not be available in the upgraded My Account portal. The upgraded portal will build your bill history beginning with your first bill received in April.
    • You may contact our Customer Care team at 1-800-206-2300 (Electric & Water) 1-800-424-0427 (Gas) if you require a copy of a bill prior to the portal upgrade.
    • To enroll in Paperless Billing or Automatic Payments, you must be registered for My Account. You can register here.
    • Note: You may use your new or old Liberty account number to register for My Account. Find your new account number using our lookup tool.

     

     

    • The APP program will be renamed to the Budget Billing program and will continue to function as it does today, allowing you to spread out payments over the year by calculating your monthly payment for usage based on your previous 12-month history.
    • Liberty will continue to offer an online one-time payment service for the convenience of our customers. This service can be used to pay by credit/debit card, or ACH.
    • However, you will now be prompted to select your state when selecting the "Pay now" option before proceeding to the payment page.
    • This service uses a third party payment processing vendor. There may be a processing fee for using this online payment service.
    • To make a one-time payment, you must input your Liberty account number. Find your new account number using our online lookup tool.

     

    • You can still make one-time payments through Kubra EZ-PAY, even if you choose not to sign up for My Account.
    • Availability of some third-party payment options will be changing. We will share more information about these changes in the near future.
    • All Liberty walk-in centers (Joplin, Branson, Bolivar, Neosho, and Ozark) will continue to accept payments. Any temporary changes to our walk-in centers’ regular operating hours will be shared on our website.

New Customer Experience