FAQ: Raleigh Water Self-Service

Raleigh Water Self-Service Portal is Now Live

• All online users will need to create a new account.
• AutoPay customers must re-enroll in AutoPay.
• Learn more about this change, and view tools and events to assist you with the transition.

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 are suspended 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.

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 Raleigh Water Self-Service.

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 Raleigh Water Self-Service, but I do not see any account information. What do I do next?

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

Should I include my landline or mobile number in my new registration? 

For the required multi-factor authentication (our security feature), you'll need a device that can receive text messages. Therefore, please be sure to enter a mobile number when you first register. You'll see this reminder on the online form.
 

Q: Is there a limit to how many accounts I can add to the new portal?
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 using the new Raleigh Water Self-Service portal.

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

• No, payment wallets will need to be set-up in the new portal 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 Raleigh Water Self-Service portal 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 submit a Start/Stop/Transfer request through the new portal?

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

Can I upload documentation through the new portal (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 Raleigh Water Self-Service portal 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 a Raleigh Water Self-Service profile and log in to request all your future service requests.