Green Bay Water Utility 2026: Bill Pay, Login & Phone

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Green Bay Water • Lake Michigan source • bill pay • emergency number • service-line lookup

Green Bay Water Utility Fast Help: Pay, Call, Check Usage or Report Trouble

Use this guide like a utility help desk: choose the exact problem, use the official Green Bay Water route, prepare the right account details, and avoid payment, shutoff, login, leak, service-line, or emergency mistakes.

Pay / Login Options Call Customer Service Water Emergency Office Map

Start Here: Pick the Job, Not the Article

Main phone920-448-3480
Emergency920-448-3483 or 911
Office631 S Adams Street
Pay by phone855-731-9912
Searcher intent Best official action Have ready Most important detail
Pay now without login InvoiceCloud One-Time Pay Account/customer details from bill, payment method, amount due. No registration required for One-Time Pay; save confirmation.
Login problem Use Green Bay Water Customers page, then One-Time Payment or phone pay. Customer number, bill, email, screenshot of error. GBW says some customers may have login issues and can use One-Time Payment or 855-731-9912.
Call billing/customer service 920-448-3480 Account number, service address, bill date, payment proof. Ask one exact question: posted? balance? login? high usage? move? service issue?
Report water emergency 920-448-3483 or 911 Address/cross street, issue type, when it started, safety risk. Examples: water gushing from street/sidewalk, sudden pressure drop, complete water loss.
Check service-line material Service Line Lookup Map Property address as shown on utility bill. Utility owns main-to-curb stop; property owner owns curb stop-to-meter side.
High usage / leak review High Water Usage questionnaires Current bill, prior usage, leak checks, repair proof. Complete residential or commercial questionnaire before calling.
Frozen pipes Frozen Pipes guidance Which fixtures are frozen, exposed walls, crawlspace/garage info. Do winter prep before a deep freeze, not after the line freezes.
Water quality / PFAS / hardness CCR and Water Quality page Tap affected, color/odor/taste, time started, neighborhood if relevant. Green Bay Water reports Lake Michigan source water and 10,000+ tests per year.

Official Info Box: Phone, Hours, Address, Locality

🏢

Office address

Green Bay Water
631 South Adams Street
Green Bay, WI 54301

Mail:
Green Bay Water Utility
P.O. Box 1210
Green Bay, WI 54305-1210

☎️

Phone routing

Customer service: 920-448-3480

Emergency: 920-448-3483 or 911

Fax: 920-448-3486
Hearing impaired: 920-448-3489

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Office hours

Monday-Thursday: 7:00 AM-4:30 PM

Friday: 7:00 AM-11:00 AM

Saturday/Sunday: Closed
Holidays: closed most national holidays.

Local context: Green Bay Water describes itself as Wisconsin’s third-largest drinking water supplier and provides fresh drinking water from Lake Michigan. The utility also has wholesale/service-area relationships involving communities such as Ashwaubenon, Scott, Hobart, and Wrightstown.

Pay Green Bay Water Bill: Fastest Routes and Payment Rules

One-Time Pay

Pay online through InvoiceCloud without registration.

Open pay portal

Account Login

Register or sign in to e-Care to view account, monitor usage, view statements and make payments.

Start here

Phone Pay

Use the 24-hour payment line if login fails or you prefer phone payment.

855-731-9912

Auto-Pay

Checkfree can deduct the bill on the due date from checking or savings.

Auto-Pay info

Payment item Official detail User action
Payment processor InvoiceCloud is used for Green Bay Water online bill pay. Use the link from gbwater.org or the official InvoiceCloud Green Bay Water page.
Phone payment 24-hour payment line: 855-731-9912. Useful when account login has issues or when you need phone payment.
Accepted online methods Credit Card: Visa, MasterCard, Discover. E-Check: draw directly from bank account. Choose method based on fee, limit, and available funds.
Credit card cap $1,000 maximum charge. Large balances may need e-check or separate instructions from customer service.
E-check cap $125,000 maximum charge. Best for large payments if bank details are correct.
Failed payment / chargeback $35 fee for failed e-check payment or credit card chargeback. Confirm account/routing details and card availability before submitting.
One-Time Pay No registration required. Save confirmation before closing the browser.
Browser issue InvoiceCloud warns older unsupported browsers/operating systems may not work. Use current Chrome/Firefox/modern browser if payment page fails.
Payment posting script: “I paid my Green Bay Water account on [date/time] by [card/e-check/phone/portal]. Confirmation number is [number]. Can you confirm whether it posted and whether any balance remains?”

Auto-Pay, Paperless and Login: What Users Actually Need

Checkfree Auto-Pay

  • Fill out the Checkfree Agreement Form.
  • Authorize deduction from your financial institution.
  • Send the form with a voided check.
  • Payment is charged on the due date shown on the bill.
  • GBW says the Checkfree program is free, though your bank may charge.

Savings account setup

  • Verify your bank allows savings deductions.
  • Provide bank ABA number.
  • Provide savings account number.
  • Include your signature along with the agreement signature.

Paperless billing

  • Register/sign in to e-Care.
  • Email notification is sent when a new bill is ready.
  • You can add a courtesy email address.
  • Registration lets users view prior history, set automatic payments, and store payment info.

Login workaround: Green Bay Water’s customer page notes that if customers cannot sign in, they should use One-Time Payment or Pay by Phone at 855-731-9912 while the utility works on the issue.

Water Emergency: What Counts and What to Say

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Emergency number

920-448-3483 or dial 911.

Do not use the website contact form for emergencies.

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Examples

Water bubbling or gushing from a crack in the street/sidewalk, sudden pressure drop, or complete loss of water.

📍

Before calling

Get the address/cross street, direction of water flow, when it started, and whether the issue creates road/property danger.

Problem Say this Helpful detail
Street leak / main break “Water is bubbling/gushing at [address or cross street].” Photos only if safe; describe pavement damage or traffic risk.
Complete loss of water “My property has no water at all. Neighbors [are/are not] affected.” Check if indoor shutoff valve was changed before calling.
Sudden low pressure “Pressure dropped suddenly at [time]. It affects [all taps/some taps].” Ask whether flushing, construction, or main work is nearby.
Discolored water during flushing “Water is discolored while flushing is occurring near [street].” Green Bay Water says flushing may stir rust particles/sediment and pressure can return after flushing ends.

Bill, Rates and Line Items: Quick Decoder

1 cu ft

Green Bay Water states 1 cubic foot = 7.48 gallons.

Rate change

PSCW-approved new water rates took effect August 1, 2024.

Avg impact

Approx. $12 per quarterly bill for an average residential customer.

Water only

The rate change applies to drinking water charges, not sewer or stormwater.

Bill/rate question Official detail to include User action
Why did my water charge change? New rates support infrastructure, maintenance, and cost recovery since the prior rate increase. Compare water charge separately from sewer/stormwater charges.
Who sets water rates? Rates are set through the Public Service Commission of Wisconsin process. Use the tariff for official rate disputes or business/meter-size questions.
Common residential meter charge General metered service: 5/8-inch or 3/4-inch meter service charge listed at $27 quarterly / $9 monthly in the tariff. Check your meter size before estimating.
Volume charge tier First 10,000 cubic feet used quarterly or 3,333 cubic feet monthly: $3.00 per 100 cubic feet. Usage in cubic feet × applicable tier = volume charge before other line items.
Late payment Tariff lists 1% per month on bills not paid within 20 days of issuance. Pay before due date or call if payment proof is missing.
Overdue notice / disconnection Overdue notice no sooner than 20 days after bill; if payment/arrangement is not made within next 10 days, service may be disconnected under PSC 185. Call customer service before relying on slow mail/bank bill pay.
Returned payment Payment not honored by financial institution charge: $35. Confirm funds and account numbers before e-check/auto-pay.
Special billing / meter read / real-estate closing Tariff lists $20 for special billing, $20 for special meter reading, and $20 for real estate closing account documentation. Ask if your request triggers a charge before ordering documentation.
Missed appointment $50 normal business hours; $75 after normal business hours if applicable. Cancel with reasonable notice if you cannot be present.

Official rate resources:

Customer Payment & Rates Page State-Regulated Tariff PDF Stormwater Utility Sanitary Sewer Utility

High Water Usage: Do This Before Calling

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Use questionnaire

Green Bay Water provides residential and commercial high water usage questionnaires and says owners should complete actions before contacting the utility.

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Check silent leaks

Toilets, softeners, humidifiers, outside spigots, irrigation, and hose bibs can run without obvious noise.

📸

Collect proof

Bill copies, usage dates, repair receipt, meter photos, and plumber note help customer service review faster.

Check What to do Why it matters
Compare bill periods Check whether this bill covers more days than normal. Longer billing periods can look like a usage spike.
Use cubic feet math 1 cu ft = 7.48 gallons. Convert usage into gallons so the household can understand volume.
Turn water off Turn off all indoor/outdoor water if safe and watch the meter/usage indicator. Movement may suggest a leak.
Toilets Use dye test, listen for refill cycles, inspect flapper and overflow. Toilets are a common high-usage cause.
Outdoor water Check hoses, sprinklers, irrigation timers, hose bibs and pool filling. Outdoor use can sharply increase a quarterly bill.
Water softener Check for regeneration stuck cycle or discharge issue. Softener problems can waste significant water.
Repair proof Keep receipts, photos, plumber note and date fixed. Ask whether Green Bay Water needs this with the questionnaire.
High-usage script: “My usage increased from [old cu ft] to [new cu ft]. I completed the high-water-usage questionnaire and checked toilets, softener, outside taps and irrigation. What documentation should I submit?”

Service Line Lookup: Lead, Galvanized and Property Responsibility

Utility side

Green Bay Water is responsible for the service-line portion from the water main in the street to the curb stop.

Customer side

The property owner is responsible for the portion from the curb stop to the meter inside the building.

Emergency / help

For service-line map questions, call 920-448-3480. For inspection scheduling, see contacts below.

Map label Meaning What to do
Non-Lead Service line is made from non-lead materials such as copper, plastic or cast iron. No replacement is needed unless damage or infrastructure issue exists.
Galvanized Requiring Replacement / GRR Galvanized pipe was once downstream of lead and may have accumulated lead particles. Call Justin Hewitt at 920-785-7904 or email justin.hewitt@greenbaywi.gov.
Lead Older lead service line that must be removed. Use the service-line map and call Green Bay Water about available replacement programs.
Unknown / inspection needed Historical records or inspections may not confirm the material. Call Jessica Faulds at 920-785-7910 or email Jessica.faulds@greenbaywi.gov to schedule an appointment.
Service Line Lookup Page Open Service Line Map EPA Lead Information

Water Quality, Hardness, PFAS and CCR: Answers Users Search

Source water

Green Bay Water says its drinking water comes directly from Lake Michigan, not the Fox River.

Testing

Green Bay Water says it performs more than 10,000 water quality tests every year.

CCR timing

Annual Consumer Confidence Reports are posted on gbwater.org each year by July 1.

Question Official-source answer What users should do
Is Green Bay water hard? Green Bay Water lists hardness around 130 mg/L, about 7.5 grains per gallon; weekly testing usually averages 125-135 mg/L. Use this for softener settings; do not rely only on a water-softener sales pitch.
Does Green Bay Water have PFAS? GBW says it began PFAS testing in 2018 and recent testing remains below EPA limits. Review CCR and PFAS update before making health or filter decisions.
PFAS numbers shown by GBW PFOS 2.13 ppt, PFOA 2.19 ppt, PFHxS 0.69 ppt, PFNA 0.57 ppt, HFPO-DA 0 ppt, Hazard Index 0.13; each marked compliant against listed EPA limits. Use current CCR/update page because PFAS rules and science can change.
Can I use water during flushing? GBW FAQ says yes, but flushing may stir rust particles/sediment and cause discolored water or low pressure temporarily. Wait for flushing to end, then run cold water until clear if needed.
Does flushing waste water? GBW says water returns through stormwater/Fox River/tributaries toward the Bay of Green Bay and Lake Michigan. Use the flushing map to see if activity is near your street.
Where is the water report? GBW provides 2025 report links and prior CCRs in English, Spanish, and Hmong. Use the latest CCR for official contaminant tables and contact details.
Water Quality / CCR Flushing Program Water Main Flushing Map Wisconsin DNR PFAS

Frozen Pipes: Green Bay Winter Checklist

Before deep freeze

  • Disconnect outside hoses.
  • Turn off flow to outside faucets.
  • Drain pipes leading to outside faucets.
  • Insulate outdoor faucets with Styrofoam covers.
  • Cover exposed pipes with foam insulation sleeves.
  • Seal air leaks around windows and doors near water pipes.

During extreme cold

  • Let a trickle of water run from faucets on outside walls.
  • Open sink cabinet doors so warm air circulates around pipes.
  • Keep your home at least 55°F.
  • Use heat cables only as a temporary solution and away from flammable materials.
  • Insulate crawl spaces, attics, garages and unheated areas.
  • Call a plumber for safer permanent fixes.

Cost warning: GBW says the trickle-water option is voluntary, for the customer’s benefit, and paid by the customer. Use it strategically during the worst cold periods.

Cross Connection, Backflow and Business Forms

What it means

A cross connection is a point where potable water could connect to a non-potable source. Backflow can pull contaminants backward into plumbing.

Residential

GBW says it performs residential inspections. Inspectors carry ID and inspections may occur with meter battery replacement or meter service.

Commercial

Businesses must hire a state-certified cross-connection assembly tester or Wisconsin-licensed plumber for biennial inspections.

Cross-connection issue Official detail Contact / action
Residential inspection Green Bay Water inspectors perform home checks and may require a hose connection vacuum breaker. Call 920-785-7910 or email meteringcc@greenbaywi.gov.
Commercial / industrial inspection Every two years; owner responsible for hiring certified tester or licensed plumber and all compliance costs. Submit proof in person, by mail, or email to MeteringCC@greenbaywi.gov.
Forms Industrial Cross Connection Certification Form and Cross Connection Inspection Devices Form are listed by GBW. Use the official customer forms page.
Follow-up inspection GBW notes a follow-up inspection may create a charge. Fix required items before follow-up when possible.
Cross Connection Program Customer Forms

Locality, District and Neighboring Utility Clarity

Area / entity How it relates Practical user note
City of Green Bay Main retail customer area for Green Bay Water billing/searches. Use GBW phone, portal, emergency number, CCR, service-line map and customer forms.
Ashwaubenon Listed in tariff as wholesale water service; GBW water quality messaging also references Ashwaubenon customers. Residents may receive local utility billing; verify bill issuer before paying.
Town of Scott Listed as wholesale water service in tariff. Check local municipality if your bill is not directly from Green Bay Water.
Village of Hobart Listed as wholesale water service in tariff and water quality messaging. Use local bill/account route unless your bill directs you to GBW.
Village of Wrightstown Listed as wholesale water service in tariff and water quality messaging. Verify billing contact on your latest bill.
Allouez / Bellevue Hydro Helpers program mentions City of Green Bay, Village of Allouez and Village of Bellevue children helping with hydrants. For billing/water issues, use the utility named on your bill; do not assume GBW handles all local municipal accounts.
NEW Water Regional wastewater treatment provider; GBW FAQ says NEW Water treats Green Bay wastewater and sewage. NEW Water generally does not bill residents directly; sewer/stormwater charges can appear on water bills through local utility billing.
City Stormwater Utility Stormwater rates are billed on the property owner’s water bill by Green Bay Water on behalf of the City’s Stormwater Utility. For ERU/stormwater questions, use City of Green Bay stormwater resources.

Hydro Helpers: Fire Hydrants in Winter

Who it helps

Green Bay Water and Green Bay Metro Fire Department partner with children and families to care for nearby fire hydrants during winter months.

Why it matters

Clear hydrants save firefighters time during a fire. The program applies to City of Green Bay, Village of Allouez and Village of Bellevue children/families.

Hydro Helper Program City Hydro Helpers Page

Green Bay Water Office Map

Use the map for the official office address at 631 South Adams Street, Green Bay, WI 54301. For mailing, use P.O. Box 1210, Green Bay, WI 54305-1210.

Location / route Details Use for
Office Green Bay Water, 631 South Adams Street, Green Bay, WI 54301 Customer service, forms, office visit, service-line or billing questions.
Mailing address Green Bay Water Utility, P.O. Box 1210, Green Bay, WI 54305-1210 Mail correspondence/forms when the official form allows mail.
Phone payment 855-731-9912 24-hour payment line through official payment system.
Emergency 920-448-3483 or 911 Water gushing from street/sidewalk, sudden pressure loss, or complete water loss.
City Hall 100 North Jefferson Street, Green Bay, WI 54301 City-level sewer/stormwater/public works questions when not handled by GBW customer service.

Green Bay Water Utility FAQ

What is the Green Bay Water Utility phone number?

Customer service is 920-448-3480. The emergency number is 920-448-3483 or 911. Fax is 920-448-3486 and hearing impaired line is 920-448-3489.

Where is the Green Bay Water office?

The office address is 631 South Adams Street, Green Bay, WI 54301. The mailing address is Green Bay Water Utility, P.O. Box 1210, Green Bay, WI 54305-1210.

What are Green Bay Water hours?

Monday through Thursday 7:00 AM to 4:30 PM, Friday 7:00 AM to 11:00 AM, Saturday and Sunday closed, and closed most national holidays.

How do I pay my Green Bay water bill online?

Use Green Bay Water’s Customers page or the InvoiceCloud One-Time Pay portal. One-Time Pay does not require registration. Pay by phone is available at 855-731-9912.

What payment methods does InvoiceCloud accept?

InvoiceCloud lists credit card payment by Visa, MasterCard or Discover, and e-check drawn directly from a bank account.

What is the credit card or e-check payment cap?

The official payment portal lists a $1,000 maximum credit card charge and a $125,000 maximum e-check charge.

What happens if my e-check fails or credit card is charged back?

The InvoiceCloud Green Bay Water portal lists a $35 fee for failed e-check payment or credit card chargeback.

What should I do if I cannot log in?

Green Bay Water says some customers may experience online account login issues. Use One-Time Payment or Pay by Phone at 855-731-9912 while login is being fixed.

What counts as a Green Bay Water emergency?

Examples include water bubbling or gushing from a crack in the street or sidewalk, sudden water pressure drop, or complete water loss. Call 920-448-3483 or 911.

Does Green Bay Water come from the Fox River?

No. Green Bay Water’s FAQ says the drinking water comes from Lake Michigan, not the Fox River.

How hard is Green Bay water?

Green Bay Water lists hardness around 130 mg/L, about 7.5 grains per gallon, with weekly testing usually averaging 125-135 mg/L.

Does Green Bay Water test for PFAS?

Yes. Green Bay Water says it began PFAS testing in 2018 and its recent testing is below EPA limits listed on its water quality page.

How do I check my service-line material?

Use the official Green Bay Water Service Line Lookup Map. It uses the property address as displayed on the utility bill.

Who owns the water service line?

Green Bay Water is responsible from the water main to the curb stop. The property owner is responsible from the curb stop to the meter inside the building.

What should I do for high water usage?

Complete the residential or commercial high-water-usage questionnaire, check toilets, outside taps, irrigation, softener, bill period, and collect repair proof before calling.

Can I use water during flushing?

Green Bay Water says you can use water during flushing, but you may notice discolored water or low pressure because flushing can stir rust particles and sediment.

Is this the official Green Bay Water website?

No. This is an informational guide. Confirm live balances, deadlines, fees, shutoff notices, service changes and emergency instructions with Green Bay Water or your latest bill.

30-Second Green Bay Water Checklist

Paying: Customers page → InvoiceCloud One-Time Pay → confirmation number → call 920-448-3480 if posting is urgent.

Emergency: water gushing, pressure loss, or no water → call 920-448-3483 or 911.

High usage: convert cu ft to gallons → check toilets/outdoor taps/softener → complete GBW questionnaire → call with proof.

Service line: use lookup map → confirm utility side vs customer side → call GRR/lead contacts if needed.

Water quality: Lake Michigan source → 10,000+ tests/year → CCR, hardness, PFAS and flushing pages for official details.

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