Raleighnc.gov logo
Thank you for printing this page from the City of Raleigh's Official Website (www.raleighnc.gov)
https://raleighnc.gov/water-and-sewer/services/connecting-water-and-sewer-services/faq-raleigh-water-self-service
10/31/2025 12:53 pm

FAQ: Raleigh Water Self-Service

Continue learning more about the new customer utility billing portal

Updated: Oct 31, 2025

Jump To:

 
Service Interruptions Best Browser Registration Existing AutoPays/Wallets New Features Start/Stop/Transfer Go-Live Information

Service Interruptions

Will my utility service be affected if I do not register for the new portal?

No, your utility service will not be affected if you do not register for the new portal. However, after Nov. 12 you will need to continue to make payments using one of the payment options.

Late fees and service disconnections will be suspended beginning Nov. 7 until further notice.

Best Browser

Which browsers work best with Raleigh Water Self-Service?

Raleigh Water Self-Service is available online and through mobile devices. Edge and Chrome are the preferred browsers for online access with Firefox not recommended for optimal results.  For mobile devices, all browsers, except Firefox, work well with the application.

Registration

Can I use my existing Web Self-Service (WSS) login information for the new Raleigh Water Self-Service ePortal?

  • No, you must re-register and set up a new profile.
  • Your email address is your userid in the new ePortal.

How does this affect you?

Before Nov. 7
Bills due on or before Nov. 7 will draft as usual.

Nov. 7-11
You won’t be able to make a utility payment online or in person. No late-fees will be charged.

Nov. 10-11
The call center will be closed.

Nov. 12, 8:30 a.m.
The new portal will be available, and payments will be accepted.

On or after Nov. 12
All users will need to create a new account using the new portal and, if applicable, re-enroll in autopay. 

Late fees and service disconnections will be suspended beginning Nov. 7 until further notice.

Helpful Links

I have set up my profile. What do I do next?

  • You will receive a verification email with a confirmation code to be entered into the ePortal to finalize the registration process.
  • You will receive a Welcome email with a link to log into the new ePortal.

How do I change my userid? (your userid is your email address)

  • Click on Overview menu
  • Edit Profile option
  • Edit email
  • Receive Verification Code email
  • Enter Code in ePortal

I’ve logged into the new ePortal, but I do not see any account information. What do I do next?

  • Add at least one account to your ePortal profile:
  • Click on Overview Menu
  • Add Account option
  • You will need your account number and the account’s zip code
screenshot of the new account homepage

Q: Is there a limit to how many accounts I can add to my ePortal profile?
A: We suggest no more than 300 accounts be added to a Raleigh Water Self-Service profile to maintain optimal performance.

How do I add multiple accounts?

  • Accounts already linked in the previous Web Self Service will have the option to stay linked if you select the add all box.
  • You can also choose which accounts to add by selecting each one.

Can I add accounts that I couldn’t link together in the previous Web Self Service?

  • Yes, accounts can be linked under one profile by entering the account number and zip code.

Can I include my business and personal accounts under one profile?

  • Yes, you can link any type of account with the account number and zip code.

Existing AutoPays/Wallets

I am currently on AutoPay. Will it transfer to the new ePortal?

  • No, you will need to set-up a new AutoPay in the new ePortal.

Will my current wallet (payment methods) transfer over to the new ePortal?

  • No, payment wallets will need to be set-up in the new ePortal profile.

No action is required for customers who pay through their bank's bill-pay service. Your current setup will continue to work without any changes.

New Features

 I have a lot of accounts, is there an easy way to organize them?

  • Yes, our new ePortal has a Group function. You can create various groups according to your preferences.
  • You can give accounts a nickname for easier identification: i.e. Mom’s account, James’ apartment, etc.
  • Click 'Account Overview' Menu
  • Switch Account

Can I share my account with someone else?

  • Yes, we’ve made it easy for you to share account access with others for either Read Access or Make Payments Only.

Can I submit a Start/Stop/Transfer request through the online ePortal?

  • Yes, you can access and submit service requests 24/7. 

 Will the new portal include more historical data? 

Yes, it will! Including:

  • Easy to read graphs
  • Ability to compare 3 months of consumption from year to year
  • Information can also be exported
screenshot of new feature to compare usage

Can I upload documentation through the ePortal (i.e. leases, leak adjustments, etc.) and track requests (plus, get updates)?

Yes, upload files through:

  • Customer Center
  • My Requests
  • Create Request
  • Also, upload files through the 'Start' process, if necessary

Can I submit a question to Customer Service online without having to wait on hold during business hours?

Yes, you can! You have several options:

  • Customer Center
  • My Requests
  • Create Request

NOTE: A Customer Service Agent will respond via the new ePortal during regular business hours.

Start/Stop/Transfer

Start Service:

Why is my service address not displayed?

It could be for various reasons:

  • New address that has not completed the permitting process
  • Address is not served by the City of Raleigh
  • Address is not individually metered (check with your property manager)

Can I skip the identity check validation process for a start service?

  • Yes, register for an ePortal profile and log in to request all your future service requests.

Go-Live Information

Will the current system be available during the transition?

  • The current "Web Self Service" will be unavailable beginning Nov. 7.
  • Please note that you will not be able to make a payment using any method between Nov. 7 and Nov. 11.
  • The call center will be closed Nov. 10-11.

Will I be able to make in-person payments during the transition period?

  • No, all payment options will be unavailable during the transition period, Nov. 7-11. 

Contact

 

RaleighWaterSelfService@raleighnc.gov

Supported Services

 
Connecting to Water and Sewer Services
Back to Water and Sewer
Department:
Water
Service Categories:
Water Treatment
Related Services:
Connecting to Water and Sewer Services

Subscribe