Raleigh Water is shutting down our billing system for a few days to roll out a new and improved customer billing portal. The billing portal will not be available Nov. 7 through Nov. 11.
Customers and contractors should conduct any business with our call center or existing online portal by 5 p.m. on Friday, Nov. 7.
All services and normal business activity are expected to be fully restored, and the new billing portal will be live on Wednesday morning, Nov. 12!
What This Means for Customers (Nov. 7–11):
From 5 p.m. Friday, Nov. 7 until the new portal launches on Wednesday, Nov. 12 at 8:30 a.m., many of our services will NOT be available.
- 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.
The new billing portal will be live on Wednesday, Nov. 12, and all services are expected to be restored.
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 Nov. 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 page for dates and times.
- Please bring your current account number and zip code.
- Email Support: You can also email us your questions at RaleighWaterSelfService@raleighnc.gov.
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. 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!
