IT Security FAQs – Reactivation of Systems

October 10, 2024: American Water is in the process of methodically and securely reconnecting and reactivating systems following a recent cybersecurity incident. At this time, our customer portal, MyWater, is now securely back online and customers can resume using this platform as normal. We sincerely regret any inconvenience this has caused and appreciate your patience as we worked to restore these services.

As always, providing safe and reliable access to water and wastewater services is our top priority – and we continue to have no indication that any of our water or wastewater facilities or operations have been negatively impacted by this incident.

1. What happened? On Thursday, October 3, 2024, American Water learned of unauthorized activity in our computer networks and systems. This activity has since been determined to be the result of a cybersecurity incident. In an effort to protect our customers’ data and to prevent any further harm to our environment, we disconnected or deactivated certain systems. At this time, our customer portal, MyWater, is now securely back online and customers can resume using this platform as normal. Standard billing processes have also started to resume.
   
   
2. How is American Water responding? Upon learning of the issue, our team immediately activated our incident response protocols and third-party cybersecurity professionals to assist with containment, mitigation and an investigation into the nature and scope of the incident. We also notified law enforcement and are cooperating fully with them.
   At this time, our customer portal, MyWater, is now securely back online and customers can resume using this platform as normal. Standard billing processes have also started to resume.
   
   
3. What is the current status of American Water’s operations and services? At this time, our customer portal, MyWater, is now securely back online and customers can resume using this platform as normal. Standard billing processes have also started to resume. Additionally, our call center is operational and available to answer customer calls.
   The Company continues to have no indication that any of our water or wastewater facilities or operations have been negatively impacted by this incident.
   
   
4. Will this impact my water services and/or other utilities? There is no impact to our water and wastewater services. As a reminder to our customers, there will be no late charges for any unpaid bills during the short period when our customer and billing platform was unavailable. We will also be working with customers to reschedule appointments that were affected by this disruption.
   
   
5. My scheduled appointment was canceled as a result of this incident. How should I reschedule my appointment? We will be contacting customers directly to reschedule appointments that were affected by this disruption starting next week.
   
   
6. Is the water safe to drink? Yes.
   
   
7. Is my information at risk? Our team is working around the clock to investigate this incident and safely restore our systems. Investigations of this nature take time, and we will provide more information when and as appropriate.
   
   
8. How did this happen? American Water activated third-party cybersecurity professionals to assist with our investigation into the nature of the incident. This investigation is ongoing and will take time to complete. We take the cybersecurity of our systems and related data with utmost seriousness and are taking additional steps to strengthen the cybersecurity of American Water’s systems. Our customers remain our highest priority.
   
   
9. What can I do through the call center? Our call center is operational and available to answer customer calls.
   
   
10. Will I be charged late fees? There will be no late charges for any unpaid bills during the short period where our customer and billing platform was unavailable. We are not assessing late fees or issuing disconnected fees for the remainder of October.
    
    
11. Where can I go for more information? As we continue to contain and remediate our environment, we will be sharing updated information as appropriate on www.amwater.com/corp/.