Raleigh Water Utility Service Help Desk: Pay, Log In, Call or Fix a Bill Issue
Use this page like a fast utility counter: pay online, log in to Raleigh Water Self-Service, call the right number, report a leak or sewer backup, start or stop service, check late-fee rules, and find official payment locations.
Raleigh Water serves customers in Raleigh, Garner, Knightdale, Rolesville, Wake Forest, Wendell, and Zebulon. Always use the official City of Raleigh / Raleigh Water links below before paying.
Quick Answer: Pick Your Raleigh Water Task
| Need | Official action | Have ready | Important detail |
|---|---|---|---|
| Pay online or log in | Raleigh Water Self-Service | Utility account number, service ZIP code, payment method, mobile phone for registration. | Online users create an account, but one-time payment is also available. |
| Pay by phone | 888-905-3169 | Payment method, account number, service-address ZIP code. | Automated system is available 24/7. |
| Billing/customer service | 919-996-3245 or customercare@raleighnc.gov | Bill, account number, service address, payment receipt, exact question. | Use for payment plans, name change, deceased account, high bill, or account issue. |
| Leak, hydrant, valve, water main damage | 919-996-3245 | Address, cross street, photo if safe, start time. | City says call this number to report leaks or damage to fire hydrants, water mains, and water valves. |
| Sewer backup / overflow | 919-996-3245 24/7 | Address, fixture affected, overflow location, whether neighbors are affected. | First person to notify Raleigh Water of a sanitary sewer overflow may qualify for $50. |
| Start, stop, or transfer service | Start / Stop / Transfer page | Move date, lease/deed/closing documents, ID, current address, new address. | Start-service requests should allow five business days for processing. |
Payment safety: Raleigh warns that payments made at unofficial in-person locations may be delayed for days or weeks and could cause late fees or service disconnection. Use Raleigh Water Self-Service, 888-905-3169, mail route, or official payment sites only.
Official Raleigh Water Contact, Service Area and Hours
Customer Care & Billing
Phone: 919-996-3245
Email: customercare@raleighnc.gov
Payments: 888-905-3169
Customer Care Hours
Monday-Wednesday: 8:30 a.m.-5 p.m.
Thursday: 9 a.m.-5 p.m.
Friday: 8:30 a.m.-5 p.m.
Service Area
Raleigh Water serves Raleigh, Garner, Wake Forest, Rolesville, Knightdale, Wendell, and Zebulon.
The system serves more than 650,000 residents.
In-person payment address: Avery C. Upchurch Municipal Complex / Raleigh Municipal Building, First Floor Revenue Services Lobby, 222 W. Hargett Street, Raleigh, NC 27601.
Raleigh Water Bill Pay and Login
Open the official portal
Use Raleigh Water Self-Service. The City says Raleigh uses Paymentus as the utility payment system.
Choose login or one-time payment
Register/login to manage the account, or use the one-time payment option. Online account tools include payment, E-Bill, AutoPay, account updates, usage history, previous bills, budget billing, and Project Share contributions.
Match account details
Before paying, confirm account number, service address ZIP code, amount due, due date, payment method, and whether the account is past due.
Use a real-time method if close to the due date
Raleigh lists online, phone, and official in-person payment locations as real-time/immediate posting options. Mail or bank bill pay can delay posting.
Save proof
Keep the confirmation number, payment date/time, amount, and screenshot or receipt until the new balance appears.
| Method | Accepted / official detail | Best for | Watch out |
|---|---|---|---|
| Online | Visa, Mastercard, American Express, Discover, E-check, Venmo, PayPal, PayPal Credit. | Fast payment, one-time pay, scheduled payment, AutoPay setup, E-Bill. | Use Raleigh Water Self-Service only. |
| Phone | Call 888-905-3169 anytime. Have payment method, account number, service ZIP code. | Fast payment without logging in. | Write down the confirmation number. |
| City of Raleigh, PO Box 71081, Charlotte, NC 28272-1081. | Normal bills with enough mailing time. | Do not mail cash. Include bill stub; USPS delays can slow posting. | |
| In person | Official payment sites accept cash, check, money order, Visa, Mastercard, American Express, Discover. | Cash payment, receipt, immediate posting. | Only official locations should be used. |
| AutoPay bank draft | Enroll through Raleigh Water Self-Service. Drafts are processed the day before the due date. | Avoiding late fees and service disruption. | Bank account must be U.S.-based and accurate. |
| AutoPay credit card | Credit card AutoPay is charged on the bill due date. | Users who prefer card payment. | Keep card current to avoid failed payment. |
Official Raleigh Water Payment Locations
| Official location | Address | Hours / phone |
|---|---|---|
| Raleigh Municipal Building / Avery C. Upchurch Municipal Complex | First Floor Revenue Services Lobby, 222 W. Hargett Street, Raleigh, NC | Mon/Tue/Wed/Fri 8:30 a.m.-5 p.m.; Thu 9:15 a.m.-5 p.m.; phone 919-996-3200. |
| Garner Town Hall | 900 7th Avenue, Garner, NC | 8:15 a.m.-1 p.m. and 2 p.m.-4:45 p.m.; phone 919-772-4688. |
| Knightdale Town Hall | 305 Sugar Magnolia Lane, Knightdale, NC | 8 a.m.-5 p.m.; phone 919-217-2200. |
| Rolesville Town Hall | 502 Southtown Circle, Rolesville, NC | 8 a.m.-5 p.m.; phone 919-556-3506. |
| Wake Forest Town Hall | 301 S. Brooks Street, Wake Forest, NC | 8 a.m.-3 p.m.; phone 919-435-9400. |
| Wendell Town Hall | 409 Landing View Drive, Wendell, NC | 8 a.m.-5 p.m.; phone 919-365-4450. |
| Zebulon Town Hall | 1003 N. Arendell Avenue, Zebulon, NC | 8 a.m.-5 p.m.; phone 919-269-7455. |
Returned check note: Raleigh’s payment-location page says the City charges a $35 processing fee on returned checks.
Water Leak, Hydrant Damage or Sewer Backup
Water leak / hydrant / valve
Call 919-996-3245 to report leaks or damage to fire hydrants, water mains, and water valves.
Sewer backup / overflow
Call 919-996-3245 24/7 to report a sewer backup or overflow.
Water quality concern
For discoloration, unusual taste, or odor, call Public Utilities Operations at 919-996-3245.
Sewer overflow tip: Raleigh says reporting a problem could earn $50 if you are the first person to notify the City of a sanitary sewer overflow.
Past-Due Bill, Late Fee, Disconnection or Reconnection
Late fee
A $5 late charge is applied to any account with a past-due balance.
Due date
Raleigh utility bills are monthly, and payment is due 20 days from the bill date.
Payment plan
Eligible customers can set up a payment plan online or contact Customer Care at 919-996-3245 / customercare@raleighnc.gov.
| Situation | Raleigh rule / action | User checklist |
|---|---|---|
| Past-due notice or door hanger | Service-disconnection notices are courtesy notifications for past-due/delinquent accounts. | Confirm full delinquent amount and pay by real-time method. |
| Service interrupted for nonpayment | Full past-due balance is required before reconnection. | Pay online, phone, or official in-person location for fastest restoration. |
| Payment made before 5 p.m. weekday | Services should be restored next business day, unless a public utilities emergency delays restoration. | Turn off faucets and open sink/tub stoppers before reconnection. |
| Payment made after 5 p.m. / weekend / holiday | City attempts next-business-day restoration; weekends/holidays restore next business day. | Use real-time payment and save confirmation. |
| Need more time | Payment plans can be weekly, bi-weekly, or monthly, for a maximum three-month period. | No broken payment plan in last 12 months; pay all new bills by due date. |
Start, Stop or Transfer Raleigh Water Service
Start service
- Allow five business days for processing.
- Use Raleigh Water Self-Service.
- New accounts pay a $50 service initiation fee per meter.
- New customers pay a $90 deposit.
- Identity verification may require ID plus lease/rental agreement/closing documents.
Stop service
- Stop service using Raleigh Water Self-Service.
- If you do not have login, use the official Stop Service form.
- Update your mailing address.
- Final bill is based on last meter reading when service is disconnected.
- If you do not stop service, you may remain responsible until a new account is opened.
Transfer service
- Moving within Raleigh Water service area? Log in to Self-Service.
- Legal name change? Contact customer service.
- Deceased account holder? Account must be closed and reopened by responsible party.
- Businesses need tax identification number and current address for validation.
Flood-prevention reminder: before water service is connected or restored, Raleigh says all faucets should be turned off and sink/tub stoppers open to prevent accidental flooding.
Raleigh Water Bill, Rates and Usage Facts
Billing cycle
Monthly for all customers.
Due date
20 days from bill date.
1 CCF
1 CCF = 748 gallons.
Rates effective
Water and sewer rates updated effective July 1, 2026.
| Bill topic | Official detail | How user uses it |
|---|---|---|
| Residential water tiers inside city limits | Tier 1: 0-4 CCF at $3.11; Tier 2: 5-20 CCF at $5.41; Tier 3: 21+ CCF at $6.97. | Compare usage tier before assuming the bill is wrong. |
| Non-residential water rate | $4.16 per CCF. | Business users should check service class and meter size. |
| Irrigation rate | $6.97 per CCF; irrigation is not billed in tiers. | Important for landscaping, lawn, and irrigation accounts. |
| Watershed protection fee | $0.1122 per CCF. | Funds water-supply protection and drinking-water quality improvements. |
| Estimated reading | Estimated reads happen rarely; an “E” appears next to meter reading if estimated. | Check the bill before calling about a sudden usage change. |
| Budget billing | Residential customers need 12 months of continuous metered service to be eligible. | Useful for avoiding seasonal spikes. |
Official rate and bill links:
High Raleigh Water Bill: Leak, Usage and Adjustment Checks
Toilet / faucet / hose
Accessible leaks include toilets, faucets, hoses, hose bibs, and visible pipes.
Hidden leak
Non-accessible leaks include underground lines, wall pipes, and water heaters.
Adjustment threshold
Usage must exceed the monthly average by at least two times to be eligible.
Proof required
Raleigh asks for a plumber’s receipt or other repair proof.
| Adjustment situation | Raleigh Water rule | User action |
|---|---|---|
| Accessible leak | Water consumption charges may be adjusted to double monthly average; wastewater consumption is not adjusted. | Repair leak, keep receipt, apply online or by email/mail/in person. |
| Non-accessible leak | Water and wastewater consumption charges may be adjusted to double monthly average. | Get plumber/contractor documentation. |
| Stolen water from hose bib | Wastewater charges may be adjusted; water charges are not adjusted; police report required. | File police report and submit proof. |
| Swimming pool fill | One-time pool fill between March and October may get wastewater consumption adjusted back to average. | Submit request and usage details. |
| Not adjusted | Base, watershed, and infrastructure replacement fees are never adjusted for leaks. | Pay full bill while request is reviewed. |
| Limit | Only one leak adjustment per twelve months including pool adjustment. | Use the request carefully and document repairs. |
Payment Assistance, UCAP, Project Share and Payment Plans
UCAP
The Utility Customer Assistance Program helps economically distressed water and sewer customers manage utility bills.
Amount: up to $275 per fiscal year for qualified customers, while funds last.
Project Share
Emergency funds help customers in crisis with water, solid waste, recycling, and stormwater bills.
Contributions stay in the Raleigh Water service area.
| Need | Best route | Prepare |
|---|---|---|
| Utility bill assistance | UCAP application through Wake County Human Services. | Application, bill, household/income documents, contact information. |
| More time to pay | Payment plan through Raleigh Water Self-Service or Customer Care. | Account number, past-due balance, installment ability. |
| Contribute to assistance | Project Share via Raleigh Water Self-Service, credit card by 919-996-3200, or mail check. | Write “Project Share” on mailed check subject line. |
Consumer Alerts: Water Testing and Service-Line Mailers
Service-line insurance mailers
Raleigh says private coverage solicitations are not endorsed by, nor contracted by, the City of Raleigh to offer water/sewer line insurance on the City’s behalf.
Water sampling door hangers
Raleigh says “Urgent Community Water Test” style mailers/door hangers are not issued or endorsed by the City.
Water quality note: Raleigh says its drinking water is considered soft, usually under 30.00 mg/L as CaCO3; hard water is 120.00 mg/L or above. For discoloration, unusual taste, or odor, call 919-996-3245.
Sewer Backup Prevention: What Raleigh Water Wants Customers to Know
Never flush wipes
No wipes of any kind should be flushed.
Keep grease out
Collect grease in a container and put it in the garbage. Do not pour fats, oils, or grease down the sink.
Toilet rule
Sanitary sewer systems are designed for used water, human waste, and toilet paper.
Responsibility note: Raleigh says many sewer backups occur between the house and public sewer main. If the blocked sewer service is between the house and City sewer main, the property owner is responsible; if the blockage is in the City sewer main, Raleigh Water will correct it.
Raleigh Water Map and Main Payment Counter
Use the map for the Raleigh Municipal Building payment counter at 222 W. Hargett Street. For Garner, Knightdale, Rolesville, Wake Forest, Wendell, and Zebulon, use the official town hall addresses listed above.
Raleigh Water Utility Service FAQ
What is the Raleigh Water bill pay login?
Use Raleigh Water Self-Service at rwss.raleighnc.gov. Users can create an account, make payments, enroll in E-Bill, set up AutoPay, view usage history, view current and previous bills, manage budget billing, and contribute to Project Share.
What is the Raleigh Water phone number?
For Customer Care and Billing, call 919-996-3245. For automated phone payments, call 888-905-3169.
Can I pay my Raleigh utility bill online or by phone?
Yes. Raleigh accepts Visa, Mastercard, American Express, Discover, E-check, Venmo, PayPal, and PayPal Credit online. Phone payments can be made at 888-905-3169, 24 hours a day, seven days a week.
Does Raleigh charge extra credit card fees?
The City says it does not add additional credit card fees to process online or phone utility payments.
Where can I pay my Raleigh water bill in person?
Official in-person locations include Raleigh Municipal Building at 222 W. Hargett Street and town halls in Garner, Knightdale, Rolesville, Wake Forest, Wendell, and Zebulon.
When is my Raleigh utility bill due?
The billing cycle is monthly, and payments are due 20 days from the bill date.
What is the late fee for Raleigh utility bills?
A $5 late charge is applied to any account with a past-due balance.
How do I report a Raleigh Water leak or sewer backup?
Call 919-996-3245. Raleigh lists this number for leaks, damage to fire hydrants, water mains, valves, and sanitary sewer backup or overflow reporting.
How do I start Raleigh Water service?
Use Raleigh Water Self-Service and allow five business days for processing. New accounts are required to pay a $50 service initiation fee per meter, and new customers pay a $90 deposit.
How do I stop Raleigh Water service?
Log in to Raleigh Water Self-Service to stop current services. If you do not have a login, use the official Stop Service form. Update your mailing address so the final bill reaches you.
Can I get a leak adjustment on my Raleigh utility bill?
Possibly. Usage must exceed your monthly average by at least two times, the leak must be repaired, and you need proof such as a plumber’s receipt. Only one leak adjustment is allowed per twelve months including a swimming pool adjustment.
Who qualifies for Raleigh utility assistance?
Qualified UCAP customers may receive up to $275 per fiscal year while funds are available. UCAP is administered with Wake County Human Services, and applications are submitted by email or mail.
What areas does Raleigh Water serve?
Raleigh Water serves Raleigh, Garner, Knightdale, Rolesville, Wake Forest, Wendell, and Zebulon.
Is this the official Raleigh Water website?
No. This is an informational guide. Confirm live balance, fees, shutoff status, payment posting, service orders, and emergency instructions with Raleigh Water or the City of Raleigh official website.
30-Second Raleigh Water Checklist
Pay: rwss.raleighnc.gov or 888-905-3169; use account number, payment method, and service ZIP.
Call: Customer Care and Billing 919-996-3245; email customercare@raleighnc.gov.
Emergency: leaks, hydrants, water mains, valves, sewer backup, and overflow → 919-996-3245.
Past due: pay full delinquent amount; use online/phone/official in-person location for fastest reconnection.
Move: start/stop/transfer through Raleigh Water Self-Service; allow five business days for start service.