Durham Water Utility 2026: Bill Pay, Login & Phone

Important: Durham Changed Water Account Numbers in September 2026

The City of Durham upgraded its utility billing system on September 1, 2026. As part of the transition, customer account numbers changed.

The city mailed letters explaining the new numbers. Customers already enrolled with InfoSend should also see their updated account numbers in the portal.

Some residents experienced billing-date changes, unusual payment notices or disrupted AutoPay processing during the transition.

Check the latest Utility Billing System Changes notice before relying on an old account number or payment deadline.

If you received a Pay Immediately notification despite having made the required payment, review your account history and call 919-560-1200 if the balance appears incorrect.

How to Pay Your Durham Water Bill Online

Durham uses InfoSend for water, sewer and related city utility payments. The city moved to InfoSend in November 2025, replacing its previous Paymentus customer portal.

1. Open the official payment service. Visit Durham InfoSend.
2. Register or sign in. If this is your first visit, select the enrollment option. Existing users can sign in to their registered account.
3. Use your current utility account number. Durham uses a 12-digit utility account number. Following the September 2026 update, use the new number shown on your updated bill or account letter.
4. Complete account verification. Follow the current registration prompts, including any requested billing ZIP code or account verification information.
5. Review the amount due. Check the service address, current charges, previous balance and any pending transactions.
6. Select a payment method. The city supports bank-account payments and debit or credit cards through its payment system.
7. Check processing charges. Card payments are subject to a published 3.15% processing fee. ACH payments avoid this card fee.
8. Confirm and save your receipt. Keep the payment confirmation until the account reflects the transaction.

Can You Pay Without Registering?

The city’s current instructions emphasize enrollment in InfoSend for online payments and AutoPay management. Use the options actually offered by the official payment portal. If you cannot complete registration, Durham also accepts payment by telephone, mail and at designated locations.

Durham Water Utility Login and Password Help

InfoSend is the official system for managing online Durham utility payments. After enrollment, customers can save payment methods, configure automatic withdrawals and review available billing information.

How to Register for InfoSend

1. Open Durham Utility Account Login.
2. Choose the registration or enrollment option.
3. Enter the requested account information using your current 12-digit utility account number.
4. Complete the verification instructions shown by InfoSend.
5. Create your username and password.
6. Add a bank account or accepted card if you want to save a payment method.
7. Enable AutoPay separately if you want future bills paid automatically.

Forgot Your Password?

Use the account recovery option on InfoSend’s sign-in page. Follow the instructions associated with your registered email or username.

If your account cannot be found, confirm that you are using the new utility account number issued after the September 2026 billing conversion.

New Water Account Not Showing in the Portal?

Durham’s new-service instructions state that the customer portal is not accessible for a newly created account until its first bill has been generated.

If you have just requested service, wait for the account setup confirmation and first billing cycle. Contact Durham One Call if you need information before online access becomes available.

How to Set Up Automatic Durham Water Bill Payments

InfoSend supports AutoPay through saved payment methods. Customers can use bank-account details for ACH withdrawals or select an accepted card, subject to the applicable processing fee.

1. Sign in to InfoSend.
2. Open the account’s payment settings.
3. Add your chosen payment method.
4. For ACH, enter the required bank routing and account numbers.
5. Choose the AutoPay enrollment option.
6. Review the authorization and payment terms.
7. Submit the enrollment and verify its status.

Durham also reported temporary AutoPay issues during its August–September 2026 billing transition. Review recent account transactions before making an additional manual payment to avoid a duplicate charge.

Other Ways to Pay a Durham Water Bill

Customers who cannot use InfoSend have several other payment options through the City of Durham.

Durham Water Bill Mailing Address

City of Durham
P.O. Box 738527
Dallas, TX 75373-8527

This is the current payment mailing address published for utility bills. Do not send water-bill payments to a general City Hall correspondence address unless the city specifically instructs you to do so.

Use Durham Customer Billing Services for the latest cashiering and mailing instructions.

Where Can You Pay in Person?

Durham lists payment assistance at City Hall and its Mist Lake facility.

• City Hall: 101 City Hall Plaza, Durham, NC 27701.
• Mist Lake: 1600 Mist Lake Drive, Durham, NC 27704.

The city’s payment FAQ specifically mentions cash payments at City Hall. Contact customer billing before visiting if you need to pay by a different method or want to confirm cashiering hours.

Durham Water Utility Phone Numbers and Contact Information

For account questions, the city directs customers to Durham One Call at 919-560-1200. Use its official request service resources when the issue is not urgent.

Directions to Mist Lake Customer Billing Facility

Start New Water Service in Durham, North Carolina

Durham accepts online applications for new water and sewer accounts. Homeowners and renters have different document requirements, but both should prepare identification and the requested occupancy information.

Documents for Homeowners

• Property deed, unless the city’s tax records already show updated ownership.
• Social Security number or passport number.
• Date of birth.
• Driver’s license or state-issued ID number.

When required, Durham asks homeowners to provide the deed within 14 days.

Documents for Renters

• A valid lease identifying the service address.
• Tenant and landlord names.
• Lease dates and signed signature pages.
• Social Security number or passport number.
• Date of birth and driver’s license or state-issued ID number.

How to Submit a New-Service Application

1. Open the official Start Water Service page.
2. Review the homeowner or renter requirements.
3. Gather the requested documents.
4. Select the online water-service application link.
5. Enter your name, property address, requested service date and identifying information.
6. Upload the required documents through the city’s authorized form.
7. Submit the request and monitor your email for additional requirements.
8. Allow approximately 3–5 business days for application processing.

New Account Charges

Durham lists a $50 service initiation fee on the first bill. A separate utility deposit may also apply.

Deposits are required for initial connection of water and sewer service, including accounts held by homeowners and renters. The amount depends on the city’s applicable deposit policy.

See Current Rates and Fees for the city’s official deposit and disconnection information.

How to Stop or Transfer Durham Water Service

Moving out? You need to request account closure or service termination. Simply leaving the property or canceling AutoPay does not automatically close your utility account.

1. Open the city’s Start or Stop Service page.
2. Select Stop Service.
3. Provide your utility account information and service address.
4. Enter the requested final service date.
5. Complete the online request and any required verification.
6. Check for confirmation and keep a copy for your records.
7. Review the final bill and update any automatic payment instructions.

If you are moving to another Durham address, ask Customer Billing whether the move requires a separate start-service application and how outstanding balances or deposits will be handled.

2026 Durham Water and Sewer Rates

Durham uses tiered water rates. Customers pay lower per-unit rates for the first units of water and higher rates as monthly consumption moves into additional tiers.

The city’s FY 2027 rates became effective for bills issued on or after August 1, 2026.

Residential Water Consumption Rates

One CCF, or hundred cubic feet, equals approximately 748 gallons.

Monthly Fixed Charges

For a typical residential 5/8-inch meter, Durham lists these FY 2027 fixed monthly service charges:

Fixed service charges are separate from water and sewer consumption charges. Your statement may also include stormwater or optional solid-waste services.

Calculate Your Estimated Water Bill

Durham provides an official FY 2027 water and sewer bill calculator. To use it:

1. Open Current Water & Sewer Rates.
2. Find the FY 2027 Bill Calculator.
3. Select residential or commercial customer type.
4. Choose the applicable meter size.
5. Enter your water consumption in cubic feet.
6. Review the calculated water service, water usage, sewer service and sewer usage charges.

The calculator provides a useful estimate but does not necessarily include every adjustment or other service charge on a specific account.

High Durham Water Bill? Check These Problems First

An unusually high water bill can result from increased consumption, a plumbing leak, an estimated meter reading, a longer billing period or a change in rates.

Because Durham upgraded its billing system in September 2026, also check whether your account number, bill dates and payment history were affected by the transition.

How to Investigate a High Bill

1. Compare your recent statements. Check actual water consumption rather than only the dollar total.
2. Review billing dates. Durham warned that some billing cycles could shift by approximately 2–4 days after the September conversion.
3. Check for duplicate or missing payments. Look closely at August and September 2026 transactions if your account experienced AutoPay problems.
4. Inspect toilets and faucets. A slow leak can add substantial consumption over an entire billing period.
5. Check outdoor water use. Look at irrigation schedules, hoses, pools and outdoor fixtures.
6. Ask for a billing or meter review. Contact Customer Billing if the increase remains unexplained.

Durham Water Management offers water-use assessments, data-logging assistance and review of certain plumbing, pool and leak-related adjustments.

Request a Water Bill Adjustment

1. Identify the reason for the increased consumption.
2. Repair any plumbing leak and retain documentation.
3. Open Durham Customer Billing Forms.
4. Select Request for an Adjustment on Water Account.
5. Enter the requested account and incident details.
6. Attach available repair invoices or supporting evidence.
7. Submit the request and follow the city’s instructions.

An adjustment is not guaranteed. Eligibility depends on the particular circumstances and applicable city policies.

Durham Water Bill Assistance and Payment Arrangements

If you cannot pay the full water bill, Durham offers account assistance and a Water Hardship Fund for qualifying customers.

The city’s Water Hardship program assists eligible residential customers who live inside city limits, have a past-due balance, are experiencing documented financial hardship and face possible service disconnection.

How to Apply for Water Hardship Assistance

1. Open the official Water Hardship application.
2. Review the eligibility criteria.
3. Enter your service address and utility account number.
4. Explain the hardship affecting your ability to pay.
5. Prepare documentation such as identification, income information, the water bill or proof of hardship if requested.
6. Submit the form and allow approximately 3–5 business days for review.
7. Follow up with Customer Billing if additional information is requested.

How Much Assistance Is Available?

If approved, customers generally must pay at least 25% of the past-due balance, plus applicable penalties or fees not covered by the program.

Assistance is generally limited to no more than two billing periods of average consumption, with exceptions considered for certain unexpected leaks that were promptly repaired.

The program covers eligible utility consumption charges rather than every fee or non-consumption charge.

Request a Payment Arrangement

If you need extra time but do not qualify for the hardship program, Durham also provides a Payment Arrangement form.

Visit Customer Billing Forms and choose Payment Arrangement, or call 919-560-1200.

No Water, Low Pressure or Water Main Break in Durham

For suspected city water-system emergencies during regular hours, contact Durham One Call at 919-560-1200.

For after-hours or weekend emergencies, call 919-560-4344.

Before Reporting a Water Outage

1. Check whether the problem affects one fixture or the entire building.
2. Ask nearby residents whether their water pressure is also low.
3. Look for city notices about water main repairs or planned interruptions.
4. Check your property’s accessible private shutoff valve if it is safe to do so.
5. Call the appropriate emergency number if a public water main break or significant system problem is suspected.
6. Provide the exact street address or nearest intersection and describe when the problem began.

If water is escaping from beneath a street or sidewalk, do not attempt to operate public valves or open a utility meter enclosure.

For a sewer backup, avoid contact with wastewater and report a suspected public sewer issue to Durham Water Management. Private plumbing problems may require a licensed plumber.

Durham Water Conservation and Drinking Water Quality

Durham provides drinking-water quality reports, water conservation resources and information about outdoor water-use restrictions through its Department of Water Management.

The city currently displays a Stage 2 Water Shortage Response notice on its water-management pages. Because restrictions can change, review the current official notice rather than relying on an older watering schedule.

Visit Durham Water Management for current conservation announcements, system information and water quality resources.

How to Check Durham Drinking Water Quality

1. Open the official Durham Water Management website.
2. Locate the Water Quality or Consumer Confidence Report resources.
3. Choose the most recent annual report available.
4. Review the reported testing results and treatment information.
5. Check separate public notices for any active water-quality advisory.

Annual reports describe drinking-water testing over a reporting period. They do not replace current boil-water notices, outage instructions or temporary restrictions.

Durham Water Utility Frequently Asked Questions

Official Durham Water Utility Resources

• Durham Customer Billing Services
• Official InfoSend Water Bill Payment Portal
• September 2026 Utility Billing Changes
• October 2026 Billing System Statement
• All City of Durham Payment Options
• Start New Water Service
• Start or Stop Utility Service
• 2026 Water and Sewer Rates
• Payment Arrangements and Billing Adjustment Forms
• Water Hardship Assistance Application
• Durham Water Management Contact Information

Information reviewed: October 23, 2026. Official city sources were checked for payment information, 2026 billing changes, water rates, account registration, new service and hardship assistance. Confirm time-sensitive notices with the City of Durham.

Independent information notice: WaterUtilities.org is not operated by the City of Durham or Durham Water Management. We do not collect water payments, manage customer accounts or dispatch emergency crews. Payments and service requests must be completed through the city’s official systems.