Preguntas Frecuentes

1. What is Mi Acueductos?

Mi Acueductos is the new Payment and Services Portal of the Aqueducts and Sewers Authority, developed using the highest security standards, including Multifactor Authentication.

2. Who can access Mi Acueductos?

This portal can be accessed by all customers of the PRASA, completely free of charge and from any platform.

3. What do I need to register?

To register for Mi Acueductos you need an email account.
Computer or mobile device.

4. How do I register?

You must enter the PRASA portal: https://acueductos.pr.gov

In the Web portal's Navigation Menu, click the button Mi Acueductos.

You will be redirected to the My Aqueducts Portal, where you must press the button: signup

A new window will open for Create Profile where, in order to create your user account, you must enter the data marked as required (*).

***You will have the option of registering your cell phone number to receive the multifactor authentication security code, if you do not register your cell phone, you will receive the code in your email. ***

***You will also have the option to register your cell phone later. ***

*** When creating a password, it must contain at least 12 characters and at least one lowercase letter, one capital letter and one special character. ***

*** When providing the answer to the secret question, it will be used to recover your password if necessary. Please note that this field is case sensitive. ***

After filling all the required fields, you must click the Create Profile button.

*** The System will send an email to the address you provided and if you entered a cell phone number you will receive a confirmation code. At this stage, it is important that you first validate your account using the Activate button within the message you received in your email. ***

5. Why did I not receive the activation email after signing up?

It was blocked by a junk or spam email filter.
Your inbox is full.
You entered your email address incorrectly when creating the profile.
If you have more than one email, you used another one to create your user profile.

6. How do I activate my profile?

After creating the profile, it will be necessary to Activate your user profile through the confirmation email you will receive.

It contains the button Activate now to be able to activate your profile. The link has a duration of 30 minutes. If it is not activated within that time, you will need to re-register.

After activating your account, a message will appear notifying you that the account has been activated. You can now connect to Mi Acueductos.

7. Connect

If you have already activated your account, you can proceed to connect by clicking the button Connect. The system will ask you for the Security Code. If you entered your mobile number in the registration process, you will receive the code via text message, otherwise you will receive it in your email. Enter the code and press Verify.

*** If you do not receive the code, you can use the Resend button to receive another confirmation number. ***

8. How do I recover my password?

Click on the link I forgot my password.
A new window will open where you can enter the email that identifies your user and then press the button Verify.

The system will display a screen stating that an email was sent with instructions to complete the process.

Once you receive the email, click the change password button.

A screen will appear where you can enter the answer to the secret question you selected when creating your profile account and click Verify.

The system will display a screen where you can create and confirm the new password and then press Verify.

9. How can I add accounts to my profile?

When connecting to Mi Acueductos, the screen will be displayed My Accounts. You can add one or more accounts. As a security measure, to add a contracted account to your profile, the following information will be requested from the account owner or authorized person: Account number, license or identification number, and phone number with which the account was registered.

*** If this is the first time you enter the system, you will see the following screen from where you can add them by pressing the button Associate account ***

10. Can I link more than one account to My Profile?

The system allows you to link as many accounts as you need, as long as you have the validation information of the account owner or authorized person.

11. If I was active in electronic invoicing, do I need to activate my profile again?

To improve the protection of your data, even if you previously were a user of the application Mi Cuenta, you will continue to receive your bill in your email. If you want to manage this service, you need to register in the new Mi Acueductos application. That way, you will have the options to manage the electronic invoice service quickly and easily.

If I was active with SMS alerts for overdue invoice, overdue balance, and payment processed; should I activate my profile again?

To improve the protection of your data, even if you previously were a user of the application Mi Cuenta, you will need to register in the new Mi Acueductos application. Therefore, you must re-register for the Overdue Invoice, Overdue Balance, and Payment Processed SMS services. It is a quick and simple process that will give you security and benefits.

12. If I had direct debit service active, do I need to register again?

To improve the protection of your data, even if you previously were a user of the application Mi Cuenta, you will need to register in the new Mi Aqueducts application. Therefore, you must re-register for the direct debit service again. It is a quick and simple process that will give you security and benefits.

13. What do I need to sign up with direct debit?

You need to have a registered account in the My Accounts section and if you have more than one account, select the account which you are interested in having Direct Debit as well as the bank details you want to register.

14. How do I sign up with direct debit?

Go to the Payments/Direct Debit Menu

A screen will appear indicating that your direct debit is inactive, press Add payment method +

You must complete the requested information marked as required (*) and have at hand the information of the payment method to be used; such as a credit card, debit card or bank account.

Accept the Terms and Conditions to continue the registration process.

Specify the maximum amount to be debited, allowing you to control your monthly budget. Keep in mind that, if the bill you receive is greater than the maximum authorized amount, PRASA will debit up to that amount and the remaining balance must be paid on or before the due date of the bill.

15. What benefits do I get with Direct Debit?

With the Direct Debit option, you save time and eliminate worries. With this convenient option, you ensure you pay your bill on time and enjoy water and/or sewer service.

16. Do I need to register again in order to access the mobile app?

Once you install or update the mobile app on your cell phone, you need to register again (as long as you have not registered with Mi Acueductos) press the button Sign up to be redirected to the screen where you can create your user profile.

17. What features do I have available in the My Accounts section?

On the My Accounts screen, click on the three dots that appear to the right of the account. From this option you can have the following features available:

Account details
Service certifications
Electronic invoicing and SMS notifications
Invoice history
Payment plan
CCR Report
Delete account

18. What service orders can I manage through Mi Acueductos?

Through the option Services you can access the following services:

Service order status
Invoice not received
Invoice claims
Service Registration
Service Termination

19. Where can I view my billing history?

On the My Accounts screen, click the three dots that appear to the right of the account to get the action menu, then click Invoice History.

20. Where can I see my payment history?

In the Payment option in the navigation menu, select Payment History.

21. Where can I see my account balance?

The current balance will appear on the My Accounts screen to the right of the account
When you click on the three dots to the right of the account, you will see the action menu, press Account details

A screen will appear with the details of the account and at the bottom right of the screen information will appear about the account balance.

22. How can I change my password?

Click on the name of your profile, in the upper right part of the main screen to see the option to edit the profile.

Click My Profile option to see a screen where you can edit your profile information including your password.

Frequently Asked Questions