Help

  • Can you drink tap water?

    Of course. Tap water is safe drinking water; in other words, it can be drunk at no risk to your health.

  • If the water in my home suddenly looks, tastes or smells unpleasant, can it be drunk?

    If you find your tap water is suddenly murky, or tastes or smells unpleasant, we recommend you contact our customer services.

  • Is there any need to install devices such as softeners or reverse osmosis filters in the home to improve the quality of my water?

    Tap water is drinkable and meets all legally-established quality standards. There is therefore no need to buy any additional devices to treat this water. What should be pointed out is that if you don’t choose these devices carefully, don’t monitor them regularly and don't maintain them properly, health risks might appear (contamination due to bacteria, excessive demineralization of the water, high sodium concentrations, etc.).

  • What is chlorine?

    Chlorine is the most commonly used water disinfectant in the world, due to its great effectiveness and reliability in removing all kinds of harmful bacteria that may be in the water, supply piping or storage tanks. Chlorine is added to drinking water at the minimum dose to provide a health guarantee (as established in legalisation) that is not harmful to people’s health.

    For this reason the World Health Organization (WHO) recommends it as the most appropriate disinfectant for water.

    Indeed, chlorination of drinking water is one of the most significant advances in public health.

  • Why is chlorination the most widely used disinfectant technique in the world for purifying water?

    Because the method provides the fullest guarantees for disinfecting water up to the consumers’ taps, preventing proliferation of pathogenic agents in tanks and pipes, while its innocuousness at the concentrations used has been fully demonstrated. For this reason the World Health Organization (WHO) recommends it as the most appropriate disinfectant for water.

  • How much chlorine does tap water contain?

    According to Royal Decree 140/2003, transposing European Directive 98/83/EC to state legislation, the concentration of chlorine in drinking water should not exceed the recommended level of 1 mg/l. Although state legislation does not establish a minimum level for free chlorine, many autonomous communities have set the value at 0.2 mg/l in their monitoring plans.

    Bearing in mind that chlorine disappears with residence time in water and temperature, among other factors, levels are controlled throughout the network. Thus, if it drops below the established limit in the pipeline before reaching consumers’ homes, small amounts of chlorine are added from the distribution network (rechlorination) to guarantee the sanitation quality of water.

  • Is it harmful to health?

    WHO states that chlorine is completely harmless to health at the legally established concentrations. The maximum concentrations of chlorine in tap water established by the organisation guarantee there is no risk to health.

    Indeed, chlorination of drinking water is one of the most significant advances in public health, as its lethal effect on bacteria and other microorganisms has helped prevent and eradicate many water-transmitted diseases. The presence of a suitable dose of chlorine after water treatment poses no health risk and protects water from pollutants, while also providing an indicator of adequate disinfection.

  • Why do I notice a taste I don’t like in the water while others don’t?

    Water contains a number of naturally dissolved substances that give it a characteristic flavour. This is natural. These dissolved substances depend mainly on the source of the water (ground, surface or sea water) and the geological composition of the land where the water flows, among other factors.

    We notice the taste when we change from a water we are used to, to one we are not.

  • What causes water hardness?

    As water flows through different types of terrain from its source in rivers or aquifers, it acquires the calcium and magnesium that determine hardness. Thus, the degree of hardness depends on the geological nature of the soil it flows through at its source. Consequently, soil containing limestone generates higher limestone content than granite soil.

  • Is hard water good for your health?

    Hard tap water poses no risk to human health, quite the opposite: the calcium and magnesium in hard water are essential to health.

    A calcium-rich diet is essential for bone tissue growth and maintenance, correct functioning of the cardiovascular system and hormone secretion. Age can produce a loss of bone mass and lead to osteoporosis. This can partly be alleviated by a high calcium intake.

    Water nowadays is a significant source of calcium, when one considers how consumption of dairy products has decreased. Thus, daily consumption of 1 to 1.5 litres of tap water provides 7% to 15% of the daily recommended amount of this nutrient. Calcium also plays an important role in children’s daily nutritional requirements and it is estimated that tap water provides between 15% and 20% of the daily dietary calcium requirements for children and adolescents.

    Magnesium is essential for numerous cell functions and bone mineralisation, transmission of neuromuscular and central nervous system activity and heart function. Consumption of 1 to 1.5 litres of tap water provides 5% to 20% of the daily recommended amount of magnesium.

  • How is water hardness measured?

    Water hardness is normally expressed as the calcium carbonate concentration (CaCO3) of water.

    Thus, water is classified in a number of ways based on the degree of hardness. One of the most commonly used systems is the Merck scale:

    0 – 79 mg CaCO3/l…………………………. Very soft water
     80 – 149 mg CaCO3/l……………………  Soft water
    150 – 329 mg CaCO3/l…………………… Semi-hard water
    330 – 549 mg CaCO3/l…………………… Hard water
    Más de 550 mg CaCO3/l……………….. Very hard water

    Water hardness can also be expressed in French degrees (ºfH) or German degrees (ºdH). The equivalence of these units to hardness expressed in mg/l of calcium carbonate is:

    1 ºFH = 10 mg CaCO3/l
    1 ºDH = 17,8 mg CaCO3/l

  • I need to know the water hardness to programme the dishwasher. Where can I find out?

    All data regarding the water you consume can be found on the public website of the National Water Information System. You can also find the link on our website in the Your Water / Water Quality Control section.

     

  • Is 1.5 litres of water a day enough?

    It’s difficult to establish the exact amount of water that a person should drink a day, as their needs can vary depending upon a number of factors, such as physical activity, the climate, age and gender, amongst others.

    The recommended consumption for healthy adults is 1 ml of water per kilocalorie ingested per day: in other words, between 2 and 3 litres a day.

    Of this amount, between 75 and 80% should be obtained from drinks (mainly water, milk, juices, teas and infusions, broths and soups, etc.), whilst the remaining 20 or 25% should come from solid foods such as fruit and vegetables.

  • Do you know how you should start and end the day?

    When we sleep, we lose water. This is why it is recommendable to drink at least one glass before bed and another on getting up.

  • Why do we need to be properly hydrated?

    When we sweat, our bodies lose water and mineral salts. Ninety-nine per cent of sweat is just water but it also contains minerals such as sodium, potassium, iron and magnesium.

    Proper hydration allows us to restore the water levels our body needs to prevent a number of ailments, such as vomiting, headaches, tiredness, dry skin, etc., which are all symptoms of dehydration.

  • Do you know why you shouldn't wait until you are thirsty to drink water?

    The water our bodies lose every day (more than 2 litres of it) must be replaced as soon as possible to prevent the dehydration process from starting.

    That’s why it’s so important not to wait until you feel thirsty, as this is itself a symptom of dehydration.

  • Should we drink more water if we exercise?

    Drinking half a litre of water two hours before exercising is vital to ensure proper hydration and give the body time to eliminate the excess water drunk.

    Whilst exercising, it’s advisable to drink at regular intervals, to replace all the water you lose when sweating. After exercise, it is important to drink to ensure you recover properly.

  • Is tap water good for an elite athlete?

    Yes, water is good for an elite athlete and indeed anyone who enjoys sport.

  • Can children drink water from the tap?

    Tap water is healthy for both adults and kids. It is important for kids to take compulsory breaks during training or games to drink enough water for hydration purposes.

  • Do the elderly need to drink more?

    It is important for older people to monitor their water consumption as, with age, changes occur to the kidney function and the feeling of thirst decreases significantly.

  • Do you that it is advisable to drink more water if you have the flu or diarrhoea?

    The common cold, the flu and diarrhoea often lead to dehydration, so you need to drink water regularly in such cases.

  • Why is better to have a shower than a bath?

    It’s better to shower; however, every minute we spend in the shower with the water can use up to 10 litres of water.

  • Which plants need the least watering?

    Plants needing the least watering are shrubs, and local and hardy plants. These are just as attractive as other plants but consume less water.

  • What’s the best time for watering the garden?

    First thing in the morning or at evening time, as you’ll make better use of the water, which doesn't evaporate so quickly then.

  • After use, where should I dispose of cooking oil?

    You should remove oil from frying pans using absorbent paper and throw it in the rubbish or, once cold, pour it into a watertight plastic container and take it to a waste collection point for recycling. Don’t pour it down the sink, because oil and water don’t mix and it is very difficult to eliminate it at wastewater treatment plants.

  • Why shouldn't you throw paint away by pouring it down the sink?

    It’s not recommended, because paint is a highly polluting substance. We would advise that you leave it to dry until it is a solid lump and then take it to your local municipal waste collection facility.

  • What about cigarette butts: can I throw them down the toilet?

    Please don’t throw your butts down the toilet: they contain nicotine and tar, substances that dissolve easily in water but are pollutants, even at small concentrations, and are difficult to eliminate during the treatment process. Throw your used cigarettes away with your rubbish, after they are properly extinguished.

  • What else shouldn't I throw away down the toilet?

    Wet wipes, medicines, earbuds, plastic, gauze, sanitary pads and condoms shouldn't be thrown down the toilet because, after they are flushed away, they can block pipes and affect the ability of wastewater to enter treatment plants. We recommend that you put a small bin in the bathroom for this kind of solid waste.

  • Where can I view the rates applicable to my town?

    In the “Tariffs” section you can access specific information on your town. There you can view current rates and possible subsidies available to you.

    In addition, at the foot of your regular bills, you’ll find information on the official bulletins of your province with the publication of rates, so you can view them on the official website.

  • Are any subsidies available if there are more than four of us?

    In the “Subsidies” section you can view possible subsidies based on the number of users in the home. If these rates are applicable, the contract holder or authorised person must present a truthful application, together with the corresponding documentation, as stated on the above web page.

    If you have any doubts, contact us through the customer service channels.

  • I am registered in my town. Are any subsidies applicable?

    Being registered in the town does not entitle you to subsidised rates, but you can view other possible subsidies in the “Subsidies” section. If you have any doubts, please contact us through the customer service channels.

  • What aid or subsidies might I be eligible for?

    In the “Subsidies” section you can view possible aid, cheaper rates and subsidies based on the social situation of the contract holder (pensioner, large family or job seeker’s allowance) approved by your local council.

    If you’d like to receive more information or if you have any queries, please contact us through the customer service channels.

  • What should I do if I receive a supply disconnection notification and I can’t pay my debt?

    Contact us through the customer service channels and we will study your case.

  • Can my supply be cut off for non-payment?

    Unpaid bills for the service are managed in accordance with current legislation, regulations and by-laws. You can view this in the “Service regulations” section.

    If you receive a service disconnection notification and can’t pay your bill, contact us through the customer service channels and we will study your case.

  • How long will it take for my service to be reconnected?

    The service will be reconnected at the latest on the first working day after the reason for the cut in service has been solved.

  • What other reasons might there be for cutting off my supply?

    The supply company can disconnect your supply in the following cases:

    • At your request, due to definitive termination of the supply. You can do this from our client area or by phoning our customer service hotline.
    • Due to automatic cancellation, as required by the supply company, if the service receiver fails to meet obligations.
    • Some of the main causes of disconnecting the supply are non-payment of bills within the periods established by the supply company, fraud and repeat infringement.

    For more information, see the ‘Service regulations’ section.

     

  • How could I pay my bill?

    We offer several payment channels to provide maximum flexibility:

    • Direct debit: the easiest and fastest channel, used by the majority of clients. All you have to do is provide us with your bank account's IBAN number (the 2-letter country code, 2 control digits and another 20 digits) and the signed SEPA document. You can order direct debit payment quickly and easily via the Customer Service Area.
    • The “Bill payment” section of this website: online payment via credit or debit card. You should have the following information available: the CPR code and Emisora, Referencia and Identificación numbers (you will find these four items in Spanish on your bill), along with the amount to be paid, located in the bottom part of the bill with the barcode.
    • Customer Service Hotline
    • By going to one of the collaborating organisations named at the bottom of the bill, you can pay in cash or by card, presenting the document with the bank validation code that we sent you.
    • By going to one of our customer service offices, where you can only pay by credit or debit card. You can also request a payment document so you can pay in cash at one of our collaborating organisations.

  • Do I have to be a customer of "la Caixa" to pay my bills using ServiCaixa?

    No, it is not necessary to be a customer of this bank or user of the CaixaBank Línea Abierta online banking service. Remember, you can also make the payment via our collaborating organisations, the Virtual Office, the CaixaBank online payments page or by credit card (Visa/Mastercard) or debit card.

  • Does my bank card have to be issued by "la Caixa" for me to make online payments?

    No, the card does not have to have been issued by this bank. You just need to have an active credit card (Visa/Mastercard) or debit card.

  • Does online payment cost me anything?

    No. Online payments have no additional cost.

  • How can I check my invoices?

    Whenever you want, you can check your invoices through the Customer Area. Remember that to be able to do your online transactions you must be registered. If you are not already, you can sign up very easily (see how I register in the Customer Area).

  • How can I switch to the E-billing?

    You must be registered in the Private Area. If you haven't already, sign up now.
    If you are already registered in the office of your private area, enter with your username and password and access the section activate the E-billing service. Every time an invoice is issued, you will receive an availability notice through which you can download it directly.

  • I don't understand the water bill, what exactly do you pay?

    Contracts for the registration of drinking water supply are subject to the corresponding rates based on current legislation. Generally, the service bill usually includes the water and sewerage rates, of which in the vast majority of cases the owner is the service concessionaire. On the other hand, environmental taxes are also included, in concept of Canons, whose owner is the autonomous community, and finally, it can also include the garbage tax, with municipal ownership. Therefore, the final amount of the bill, generally between 35% and 50%, corresponds to the water rate, the rest being divided between taxes (VAT), tributes, etc.

    Likewise, in the invoice of your supply address, both the information of the different application concepts in which you can identify their ownership, as well as the information of the publications in the official gazettes of the rates that apply is included, for your consultation in case you deem it necessary.

    If you want to receive more information or make any questions, please contact us through the Customer Service channels.

  • Can I request a change of periodicity or frequency for my invoice?

    There is the possibility of a monthly payment method (12 GOTAS), through which a fixed fee is paid each month and after 12 months the situation is regularized based on actual billing. This new payment method does not imply any contractual change. The meter is read and invoiced with the same regularity as always. You can review the conditions of the Plan and how to contract it in the corresponding section of the website.

  • My water consumption is zero and yet I am paying a service fee, why?

    The water rate includes a variable consumption fee and a fixed service fee, the latter is applied to guarantee immediate availability and permanent access to water service, and has a fixed amount, for each billing period, which is applied according to the type of meter diameter.

    If you want to receive more information or make any questions, please contact us through the Customer Service channels.

  • I need a duplicate invoice of my supply, where can I go?

    You can do it easily and quickly through our Customer Area or also through our customer service phone.

  • Who should I call if I don't have a water leak, but I think my consumption is higher than usual?

    To rule out any type of leak, we recommend that you check the entire interior installation of your house and also that located in the building's water meter chamber (generally, at the entrance of the building). In this case, with the exception of the installed measuring equipment, the maintenance, conservation and repair of the rest of the installation in case of breakdown or leakage corresponds to the client or the community of owners of the building. If you have any questions about how to check a possible leak in your interior or building facility, call us at our breakdown telephone number (available 24 hours a day, 365 days a year). Likewise, if you have verified that there is no leak in the interior or building installation, but your consumption is still higher than usual, call us at the customer service number and we will do everything possible to help you.

  • I've bought my first home. Do I have to contract the water supply?

    Yes, you have to contract it and you can do so through any of the contact channels we offer, providing the following documentation:

    • The title deeds, rental contract, or document that accredits your right to use the premises for which a water supply is requested.
    • Document that accredits the identity of the contract holder. National identity card (DNI), tax identification code (CIF), or foreigner identification number (NIE).
    • Document accrediting the water rights, which may need to be established for the supply facilities in question.
    • Certificate of installation, issued by the installation company.
    • Contact telephone number and email.
    • Document that indicates the cadastral reference for the property (land register certificate or nota simple , housing tax receipt (IBI), income tax returns, etc.).
    • Bank direct debit account number (IBAN).
    • Any other document required by each municipality, by the respective town council or supplying entity. Our customer service channels will inform you if such a document is required.

  • I have a shop or business. What documentation do I need to contract water services?

    In general, you’ll need the following documentation:

    • The title deeds, rental contract, or document that accredits your right to use the premises for which a water supply is requested.
    • Document that accredits the identity of the contract holder. National identity card (DNI), tax identification code (CIF), or foreigner identification number (NIE).
    • Document accrediting the water rights, which may need to be established for the supply facilities in question.
    • Certificate of installation, issued by the installation company.
    • Contact telephone number and email.
    • Document that indicates the cadastral reference for the property (land register certificate or nota simple, housing tax receipt (IBI), income tax returns, etc.).
    • Bank direct debit account number (IBAN).
    • Any other document required by each municipality, by the respective town council or supplying entity. Our customer service channels will inform you if such a document is required.

  • What does the fee for contracting water services consist of?

    The amount stated in the supply contract includes the supply fees, which are paid once only when the contract is signed, according to the calibre of the meter that is contracted.

  • How long will it take for me to have water after contracting the service?

    After opening your account, if your home or premises has a water connection and all that’s required is to fit the meter, you’ll have water within a maximum of 3 days, as long as the installation meets the necessary conditions and you provide access to your home.

    To view the requirements, go to our Charter of Commitments.

     

  • What do I have to do to change the name of the account holder?

    If it is a home, you have to provide:

    • The title deeds, rental contract, or document that accredits your right to use the premises for which a water supply is requested.
    • Document that accredits the identity of the contract holder. National identity card (DNI), tax identification code (CIF), or foreigner identification number (NIE).
    • Document accrediting the water rights, which may need to be established for the supply facilities in question.
    • If there is a change in account holder to the tenant of the dwelling or premises, the owner's authorisation will be required.
    • Contact telephone number and email.
    • Document that indicates the cadastral reference for the property (land register certificate or nota simple, housing tax receipt (IBI), income tax returns, etc.).
    • Bank direct debit account number (IBAN).
    • Any other document required by each municipality, by the respective town council or supplying entity. Our customer service channels will inform you if such a document is required.

    If it is for commercial or industrial premises you need to provide:

    • Licencia de apertura  (opening permit): submission of this document presupposes that the holder has met the environmental classification and declaration requirement, articles 10, 11 and 12 of Law 1/95, of 8 March 1996, on environmental protection (B.O.R.M. 3,495).

  • I have moved my address. Do I have to register again or can I subrogate to the contract that I had previously in my new home?

    In the case of removals, or when a home is occupied by a person other than the one who signed the supply contract, it is necessary to make a change of ownership or a new contract. A subrogation is a procedure that can be formalized by death, separation of assets and / or company merger. It involves a direct subrogation of all the rights and obligations of the previous supply contract and does not involve any cost.

  • Should I allow the supplier company staff to enter my home?

    Yes. Applicants for a supply must allow the supplying entity to place the necessary elements, as well as allow entry to personnel authorized and accredited by the entity, in order to be able to carry out all the checks related to the supply.

  • Who is in charge of connecting and disconnecting the meters?

    The connection and disconnection of the meter or measuring device is carried out by the supplying entity, which may seal the installation and is the only one authorized to unseal it.

  • Where is the battery of meters placed?

    The batteries of divisional meters are installed in the premises or cabinets destined exclusively for this purpose. The cabinets must be located in the common use area on the ground floor of the property and must have direct access from the entrance. A non-return valve is installed at the origin of each upright and at its connection point with the battery of divisional meters to prevent water returns to the distribution network.

  • What types of meters or measuring equipment are there?

    As a general rule and for properties with direct access to the street, the calculation and control of consumption will be carried out through:

    • Meter battery: when there is more than one home or premises, it is mandatory to install a meter for each one, apart from those necessary for common services.
    • Single or general meter: when the property or farm only has a home or premises, in provisional supplies for works and in industrial estates in the process of execution of works, as long as the internal distribution networks are not received.

  • Do I have to request or notify the supplying entity for an increase in the contracted flow rate?

    Yes. Customers must use the supplied water in the manner and for the contracted use. Therefore, you have to request the relevant authorization from the supplying entity for any modification of the facilities that implies an increase in the contracted supply flows, or any modification in the number of receivers.

  • I'm a housing developer. Can I apply for a water or sewer system connection?

    To order water or sewer connections, or, if required, an initial report for a building permit, you need to submit the following documentation (orders also include an estimate):

    • Technical report written by the technical author of the plans for the construction work or, if applicable, for the relevant facilities.
    • Title deeds or document that proves the property is available to the person who requests the water connection.
    • Municipal construction permit, or a favourable report from the town council.
    • Ownership of the water rights that it may be necessary to establish for installations of the connection in question, or prolongations of the networks that could be required for this purpose.
    • National identity card or tax code (CIF or NIF).
    • Map of plot location.
    • Contact telephone number and email.
    • Document that indicates the cadastral reference for the property (land register certificate or nota simple, housing tax receipt (IBI), income tax returns, etc.).
    • Bank direct debit account number (IBAN).
    • Any other document required by each municipality, by the respective town council or supplying entity. Our customer service channels will inform you if such a document is required.

  • How can I cancel my water service?

    You can do this via our customer service channels, providing the following documentation:

    • National identity card or tax number (NIF).
    • Meter reading.
    • When the applicant is not the same person as the account holder, we’ll need a copy of the applicant’s national identity card or similar accreditation and a ‘declaration of authorisation’ signed by the applicant. You can also request cancellation in writing.
    • It is advisable to submit the meter reading, taken on the same day as the request to cancel the service.
    • Receipt of payment of the deposit if paid (if applicable).

  • What should I do to check for a leak at home?

    Here are the steps you must follow:

    • First, you need to locate your water meter. Enter the building's meter room. In the battery of meters there is a map where you can find the location of your meter.
    • Next, check that the meter works correctly. To do this, leave a tap running at home or at your premises. The red needle on the large dial or the last red figure on the counter (if electronic) must move upwards. Keeping the tap open, close the stopcock of the meter and check that it does not register any movement.
    • To finish, open the tap again and close all the taps in the house for about an hour. See if the meter has registered water consumption. If so, it is very possible that there is a leak in the installation, since the meter only records consumption if water passes through it.

  • Who should I call if I have a water leak?

    If you have a leak, you should contact a plumber or specialized company or check if your home insurance covers these types of repairs. We remind you that the conservation and repair of any breakdown in the interior facilities is the responsibility of the user, as established in the Water Service Regulations.

  • Who should I call if my or the community drain has a fault or obstruction before reaching the main street sewer line?

    When the sewer connection is blocked or damaged, either in the interior installation or in the sewer pipeline, the person in charge is the owner of the property or home that uses it. It is necessary to evacuate the dirty water to the general discharge network or to the municipal sewer system. You must contact a private company to unclog the waste discharge pipes.

  • I don't have water at home. What do I do?

    • First of all, find out if the lack of water affects all the water points in your house. If so, contact a neighbor to find out if the incident is general. If the neighbors are not affected, check that the internal stopcock in your house is completely open.
    • Next, check that the meter or measuring equipment has both stopcocks open (that is, turned all the way to the left). Remember that to locate your water meter you have to enter the meter room with the universal key, which is generally in the portal or in the hall of the farm. In the battery of meters there is a map where you can find the location of your meter.
    • If after having made these checks you are still without water, call us on our breakdown number and we will do everything possible to help you.

  • They have recently fixed a water fault on the street and now I don't have enough pressure at home. What I do?

    Sometimes, while a leak occurs or during its repair, it is possible that the same water pressure can drag small particles of sand from the general pipes and also from the private ones of the farm. Fortunately, it is not a serious matter. In most cases, a few minutes after the repair of the external fault, the supply should return to normal, recovering the normal pressure. However, if you still do not have the usual pressure, call us on our breakdown number and we will do everything possible to help you.

  • I have no water pressure at home. What should I do?

    • Check that the internal stopcock in your house is completely open. If you have a pressure reducing device installed, check that it works correctly.
    • Next, check that the meter or measuring equipment has both stopcocks open (that is, turned all the way to the left). Remember that to locate your water meter you have to enter the meter room with the universal key, which is generally in the portal or in the hall of the farm. In the battery of meters there is a map where you can find the location of your meter.
    • If after having made these checks you are still without pressure, call us at our breakdown number and we will do everything possible to help you.

  • I have no pressure in the hot water in my house. What should I do?

    Remember that the water company only supplies you with running water through the general distribution network. That is, it is cold water. Open any tap in the house and check that the cold water has the usual pressure. If not, check the internal stopcock, and that the meter or measuring equipment has both stopcocks open (that is, turned fully counterclockwise). Remember that to locate your water meter you have to enter the meter room with the universal key, which is generally in the portal or in the hall of the farm. In the battery of meters there is a map where you can find the location of your meter. If you still don't have pressure in the hot water, contact a plumber or your home insurance company to verify the installation and the hot water circuit.

  • What do I need to register in the customer area?

    • You have to be the holder of a water supply contract of our company and enter in the form the personal data that is requested and that you gave us as a client, including the contract number, the DNI or NIE and the amount of the last invoice .
    • You must enter a username and password that you can easily remember and an email where we can send you communications.
    • From then on you will enter the private part and you will be able to carry out the procedures you need with us.

  • I need a duplicate copy of my supply bill. Who should I ask?

    You can do this easily and quickly via our client area or via our customer service hotline. In this video tutorial we explain how to do it.

    • Downloading your bills is a snap if you have registered in the website's Customer Service Area. First, access your account and go to ‘All transactions' in the main menu. Then go to 'Massive bills download'. Click on 'Request download' and fill in any mandatory fields: give your downloaded file a name and indicate the billing period. You can also choose how bills are selected, by identity document or account number. Once this is done, mark the bills you want to download one by one and click on 'Continue'. Check that the bills selected are the ones you want. You can download the list in Excel format by clicking on 'Download list'. To download the bills in PDF format, click on 'Confirm' to process your request. You will receive an email when the files have been downloaded correctly. If you don't see the email in your inbox, check the spam folder. Your bills will be waiting for you in ‘Downloads requested' and you can download and save the PDFs to your computer whenever you like. Doing things online is a snap!

  • How can I pay my bill?

    We offer several payment channels to provide maximum flexibility:

    • Direct debit: the easiest and fastest channel, used by the majority of clients. All you have to do is provide us with your bank account's IBAN number (the 2-letter country code, 2 control digits and another 20 digits) and the signed SEPA document. You can order direct debit payment quickly and easily via the Customer Service Area.
    • The “Bill payment” section of this website: online payment via credit or debit card. You should have the following information available: the CPR code and Emisora, Referencia and Identificación numbers (you will find these four items in Spanish on your bill), along with the amount to be paid, located in the bottom part of the bill with the barcode. In this video tutorial we explain how to do it.
    • You can pay your bills online without having to register in the Customer Service Area. It's very easy, you just need to have the bill you want to pay and follow these steps: Go to "Your service" in the main menu and select "Paying your bill/Bill payment". In the lower half of the screen you'll see where to access the bank. You don't need to be a client of the bank to be able to pay. Select "Pay now with CPR code" and fill in the required details, which you'll find at the bottom of your bill, namely the CPR code, the issuer, reference and identification numbers, and the amount. Enter the information in the required fields. Make sure to omit any hyphens and enter the exact amount. Once this is done, all that's left is to enter your bank card information. To finalize, click on "Accept". You can also pay your bills as a Customer Service Area user. Access your account and click on "My bills". Any pending bills will appear at the bottom of the screen. Click on "View online bill", then "Actions", and download the bill in PDF format. You will need this later on. Go back to "My bills". Click on "Online payment" and access the bank. Select the option "Pay now with barcode". You'll find the barcode at the bottom of the bill you downloaded, and, below, the number that you need to copy and enter in the required field. Enter your user email and click on "Start payment". Now just enter your bank card details, click on "Accept", and you're done! Doing things online is a snap!
    • Customer Service Hotline
    • By going to one of the collaborating organisations named at the bottom of the bill (post office or banks), you can pay in cash or by card, presenting the document with the bank validation code that we sent you.
    • By going to one of our customer service offices, where you can only pay by credit or debit card. You can also request a payment document so you can pay in cash at one of our collaborating organisations.

  • How to create a list of bills due for some of my invoices?

    In this video tutorial we explain how to do it.

    • In order to request a document so you can pay any pending bills, you must first access your account in the Customer Service Area and select 'Manage your account' from the menu. Once you have accessed the corresponding section, you will be able to view all the options available to you, grouped by category. You will find the one you are looking for, 'Payment documents', under 'Bills and payments’. Select this option and then the account for which bills are pending payment and click on 'continue’. In the following step, select all the bills you wish to pay and click on 'Create bills due document’. A message to confirm the action will appear, which will allow you to cancel the operation or to continue by clicking on 'Create document’. Finally, click on 'Bills due' to generate the document in PDF format. You can save this on your computer so it will be available to print whenever necessary. Doing things online is a snap!