Follow the steps below for help resolving common issues that may occur when making a payment.
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:
Check your inbox for the “Complete Your Registration” email and click the Confirm Email button inside.
If you can’t find the “Complete Your Registration” email, search your junk folder for an email sent from wmonline@wm.com and add it to your safe senders list.
Click the Confirm Email button in 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-hand 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 are ahead of Coordinated Universal Time (UTC), it will trigger a payment error. Confirm that your computer’s date and time settings match Coordinated Universal Time and try submitting the payment again.
Try a different 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 resetting your password
If you are unable to log in to My WM after a few attempts, try resetting your password:
From the log in tab or log in page, click Forgot Password?
Enter your email address and click Send Email
Once you receive the password reset email, click the link in the email
Ensure your password is at least 8 characters and contains both an uppercase and lowercase 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 by cheque
If you are sending a cheque 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 associated with your account)
Your service address (if it’s different from the address on the cheque)
Information in this article may be inapplicable to customers who receive service pursuant to a WM agreement with a municipality, association or other entity, or where applicable law requires differing terms of service.
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