Utility Payment Portal Temporarily Down 11/7-11/11

This November, Raleigh Water is rolling out an updated customer billing portal. The department is committed to making it easier for you to manage your utility services by providing a more streamlined, secure, and user-friendly platform for your water, stormwater, and solid waste accounts.

To prepare for this significant transition, we must perform essential system maintenance that will temporarily impact billing and account services.

Upcoming System Maintenance and Account Impacts

To launch the new portal, we are performing crucial system maintenance. Please be aware of the following key dates and impacts from on Friday, November 7, through Tuesday, November 11.
We encourage all customers and contractors to conduct any business with our call center or existing online portal by 5p.m. on Friday, November 7.

What This Means for Customers (November 7-11):

During this temporary system shutdown, the following services will be unavailable:

• Online and Phone Payments: You will not be able to pay water, stormwater, or solid waste bills online, in-person or over the phone.
• Service Requests: We will be unable to process requests for starting, stopping, or transferring service.
• Financial Assistance Requests: Processing for financial assistance (Project Share) will be temporarily suspended.
• Customer Account Access: City staff, including those in our call center, will have limited access to customer account details.
• Emergency Services: Emergency calls, dispatching, and emergency service turn-ons will continue as usual. The emergency line for this period is 919-996-3245.

All services and normal business activity are expected to be fully restored, and the new billing portal will be live on Wednesday, November 12!

Need Help? We've Got You Covered!

We know transitions can sometimes be tricky. Here's what Raleigh Water is doing to help:

• Late Fees and Disconnections Suspended: Raleigh Water is suspending late fees and service disconnections starting November 7 until further notice to give everyone time to adjust to the new system
• In-Person Registration Events: If you need hands-on assistance creating your new account, join us at one of our in-person registration events! Visit the dedicated event page here for dates and times.
  • Please bring your current account number and zip code.
• Email Support: You can also email us your questions at: [email protected].

We thank you for your cooperation and patience as we work to enhance our services. We look forward to seeing you in the new portal!