FAQ: Raleigh Water Self-Service

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.

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 # and the account’s ZIP CODE

Is there a limit to how many accounts I can add to my ePortal profile?

• No, you can add as many accounts under one profile as you like.

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.

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
• Graphs can also be exported

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! All you have to do is click on one of the following:

• 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?

• Web Self-Service will be unavailable on November 10-11, 2025.
• Please note that you will not be able to make a payment using any method between November 7 and November 11, 2025.

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

• No, all payment options will be unavailable during the transition period (between 11/7-11/11).