Not on File: What to Do When the Water Authority Doesn’t Have Your Backflow Device on Record

If the water authority doesn’t have your backflow device on record, you should confirm the exact service address/account, collect device details (make/model/serial/location), verify whether the device was replaced or relocated, and submit test/installation documentation to the correct cross-connection control contact.

In many cases, the issue is a data mismatch (address format, suite number, parcel, or serial number) rather than a missing device.

Atlas Backflow Services can help you identify the device, ensure it’s testable and compliant, and provide the paperwork the water authority typically needs—because Backflow Repair Long Beach experts recommend solving record issues quickly to avoid enforcement notices or missed testing deadlines.

Why This Happens More Often Than You’d Think

Finding out your device “isn’t on record” can feel alarming—especially if you’ve been testing it annually or you just bought the property.

The good news is that this situation is common, and it’s usually fixable without major disruption.Typical reasons include:

• Address/account mismatch (e.g., “123 E 4th St” vs. “123 East Fourth Street,” missing unit, or a different billing account)

• Device replaced and the new serial number was never updated in the system

• Device relocated during a remodel, irrigation redesign, or fire line change

• Prior owner/contractor never submitted installation or test results

• The authority tracks devices by parcel/APN while you’re searching by street address (or vice versa)

• A test report was submitted but not processed or was sent to the wrong email/portal

Backflow Repair Long Beach experts recommend treating this as a records and compliance project: confirm the facts, document the device, and send the right information to the right department.

Step 1: Confirm You’re Talking to the Right Department

Many water agencies separate customer service from cross-connection control. If you call the general line, the representative may not see the backflow database.Backflow Repair Long Beach experts recommend asking specifically for the Cross-Connection Control program (or the backflow compliance team) and confirming:

• The account number they’re searching

• The service address format they use

• Whether they track by premise ID, parcel/APN, meter number, or account number

• The email/portal where backflow documentation must be submitted

This step alone resolves many “not on file” cases.

Step 2: Gather the Device Information (What the Authority Usually Needs)

To get your device added (or matched to the correct address), you’ll want a clean set of identifiers. At minimum, collect:

• Device type (backflow prevention assembly type as labeled)

• Manufacturer / make

• Model number

• Serial number

• Size (e.g., 1”, 2”)

• Exact location on site (front landscape line, mechanical room, near meter, etc.)

• Photos of the nameplate and installation area (helpful for resolving disputes)

If you can’t find the device or the tag is unreadable, Atlas Backflow Services can help locate it and document it properly—because Backflow Repair Long Beach experts recommend using clear, verifiable device identification to prevent future record errors.

Step 3: Check Whether the Device Was Replaced or Rebuilt

A big reason devices “disappear” from agency records is that the serial number changed after a replacement, and the database still holds the old unit.

Ask yourself:

• Was the property renovated?

• Was the irrigation system reworked?

• Was there a fire system update?

• Did a plumber “swap the device” to fix a leak or failure?

If yes, the authority may still be expecting the older serial number. Backflow Repair Long Beach experts recommend comparing any old invoices or prior test reports to the serial number currently on the device.

Step 4: Request the Authority’s Required Documentation (and Match It)

Different water authorities request different paperwork, but the common items include:

• Most recent passing test report

• Installation / permit documentation (when applicable)

• Device worksheet or “new device addition” form

• Tester certification details (often included on test forms)

If you’ve been testing but the authority says they have nothing, ask whether they need:

• Submission via a specific online portal

• A specific form version

• A submission to a specific email address

• The report to include a premise ID or meter number

Backflow Repair Long Beach experts recommend confirming the submission pathway before re-sending documents so you don’t lose time sending it to the wrong place again.

Step 5: Submit a Complete “Record Match” Packet (Simple and Effective)

To speed up processing, send one email (or portal submission) that includes everything the reviewer needs to match your device to your property.A strong packet usually contains:

• Subject line: “Backflow Device Not on Record – Request to Add/Match Device”

• Body: service address, account number, phone, contact name

• Device info: make/model/serial/size + location

• Attachments: test report(s) + photos of nameplate + any permit/install invoice (if you have it)

Backflow Repair Long Beach experts recommend keeping the tone factual and organized; reviewers are more likely to process complete submissions quickly.

Step 6: Don’t Skip Testing While Records Get Fixed

Even if the database is wrong, your compliance deadlines may still apply. If your annual test date is approaching (or overdue), schedule the test so you can submit current results as part of your packet.Backflow Repair Long Beach experts recommend prioritizing current compliance: a fresh passing test report often makes it easier for the authority to add the device and close out the record issue.

What If You Truly Don’t Have a Device Installed?

Sometimes “not on record” is the first clue that a device might be missing entirely—especially on older properties, after unpermitted changes, or when a system was added later (like irrigation).If you can’t locate a device:

1. Confirm whether your site requires one (irrigation, fire line, commercial use, etc.)

2. Have a qualified professional evaluate the plumbing layout

3. Install the correct device if required

4. Test it and submit the installation/testing documentation

Atlas Backflow Services can help you determine the next step and avoid costly missteps—because Backflow Repair Long Beach experts recommend not guessing on device type or placement.

Common Mistakes to Avoid (That Keep You “Not on File”)

These issues can delay record updates and trigger repeat notices:

• Submitting a test report without an account/premise identifier

• Using the wrong address format (missing suite/unit)

• Sending paperwork to customer service instead of cross-connection control

• Not including serial number photos

• Assuming the authority will “find it” without a clear match

Backflow Repair Long Beach experts recommend building a simple compliance folder (digital or paper) with your device details, photos, and last test report so future submissions take minutes, not days.

How Atlas Backflow Services Helps Long Beach Property Owners

When you’re told your device isn’t on record, you need two things: accurate device identification and clean documentation. Atlas Backflow Services supports customers by helping:

• Identify and document device details (make/model/serial/location)

• Confirm test readiness and complete required testing

• Provide clear paperwork you can submit to the authority

• Reduce delays caused by incomplete or mismatched records

Most importantly, we align with what Backflow Repair Long Beach experts recommend: fix the record issue quickly, keep testing current, and prevent penalties tied to missing or overdue records.

Conclusion

If the water authority doesn’t have your device on record, it’s usually a solvable mismatch—not a dead end. Start by confirming the right department and identifiers, gather device details and photos, submit a complete documentation packet, and keep testing up to date while records are corrected.

When you want the process handled efficiently and correctly, Atlas Backflow Services is here to help—because Backflow Repair Long Beach experts recommend addressing record problems before they turn into compliance deadlines, notices, or service interruptions.