Pay Your Winston-Salem Water Bill Online, by Phone or in Person
Winston-Salem/Forsyth County Utilities customers can pay water, sewer and stormwater bills through the City’s authorized Paymentus portal. You can make a one-time payment without registering, set up automatic payments, or pay through CityLink, mail or the downtown customer service office.
Have your 7-digit water account number and the last four digits of your customer number ready. Both appear on your bill.
How to Pay Your Winston-Salem Utilities Bill Online
The City’s Paymentus portal allows payments by Visa, Mastercard, Discover or electronic check. Registration is optional for a one-time payment.
- Open the secure portal. Visit Winston-Salem Paymentus. The page identifies the customer portal for Winston-Salem, North Carolina.
- Select Make One Time Payment. Choose Pay Now if you do not want to create an account. Paymentus describes this as a three-step payment process.
- Enter account information. Use the 7-digit account number and the last four digits of your customer number printed on the bill.
- Check the payment details. Verify the amount, account and payment method before submitting. Review any charges shown on the payment screen.
- Complete the transaction. Submit once and record the confirmation number. Paymentus indicates that a confirmation can be provided when a registered email address is on file.
- Check payment status. If the payment appears unsuccessful or you receive an error after submitting, contact CityLink before making another payment.
Paymentus Login, Registration and AutoPay
You can create a Paymentus account to save your billing information, review payment history after processing and schedule recurring payments.
Register for Online Payments
- Visit the official Paymentus login page.
- Select Register Now.
- Follow the account-registration prompts and provide the requested email and verification information.
- Set your login credentials and finish registration.
- Sign in using your email and password to access available payment-account features.
Forgot Your Password?
Open the same portal and select Forgot your password? below the login fields. Follow the recovery instructions associated with your registered email address.
Set Up Recurring Water Bill Payments
- Sign in to Paymentus using your registered account.
- Find the available AutoPay or recurring-payment option.
- Choose the payment method and review the billing schedule.
- Confirm enrollment and save any confirmation.
- Continue checking your bill until your first automatic payment is successfully processed.
Alternatively, you can establish recurring bill payments through your bank or credit union. Confirm the payee details and processing time with your financial institution.
Pay by Phone, Mail, Drive-Through or Drop Box
Customers who prefer not to pay online have several City-authorized payment choices.
| Method | What to Do |
|---|---|
| Online | Use Paymentus for a one-time payment or registered recurring payments. |
| Phone | Call CityLink at 336-727-8000 or 311 inside Winston-Salem for payment assistance. |
| Bank bill pay | Use your bank or credit union’s electronic bill-payment service with your correct account details. |
| Send a check or money order with your payment coupon to Revenue Collections. | |
| Walk-in | Visit 100 E. First Street, Suite 121, during business hours. |
| Drive-through | Use the south side of the Bryce A. Stuart Municipal Building. |
| Drop box | Use the 24-hour payment drop box at the Church Street entrance. |
Water Bill Mailing Address
City of Winston-Salem
Revenue Collections
P.O. Box 2756
Winston-Salem, NC 27102-2756
Include the bottom portion of your bill with a check or money order. Do not send cash.
Pay at the Downtown Drive-Through
The Bryce A. Stuart Municipal Building is located at 100 E. First Street. The drive-through is on the south side of the building, across from the Fairfield hotel lobby.
This is useful if you want to avoid downtown parking fees. Office payment hours are Monday through Friday, 8 AM to 5 PM.
Use the 24-Hour Drop Box
A payment drop box is located at the Church Street entrance of the Stuart Building. It is accessible outside normal office hours.
Processing matters: Payments placed in the box after 8 AM or during weekends and holidays are not processed until the next business day. Do not rely on the drop box for a payment needed immediately to prevent disconnection.
Past-Due Water Bills, Late Fees and Payment Arrangements
If your bill is already overdue, dealing with it before the termination date can prevent additional expense and interruption of service.
| Situation | City’s Published Policy |
|---|---|
| Payment missed by due date | A 10% late charge is added to the amount due. |
| Termination notice | The notice is sent within seven days of delinquency, with at least 14 days allowed from the notice date to make payment. |
| Unpaid at 5 PM on termination date | An additional $20 late fee is assessed, even if water service is not physically disconnected. |
| Service disconnected | Past-due balance and applicable reconnection fee must be paid. |
| Payment before 5 PM on a business day | City policy provides for same-day restoration after qualifying payment. |
| Payment after 5 PM | Same-day restoration is not guaranteed; restoration generally occurs the next business day. |
How to Request a Payment Plan
The City offers interest-free installment arrangements for customers who cannot pay the full overdue balance at once.
- Call CityLink at 336-727-8000 before your termination deadline.
- Ask the representative to confirm your total delinquent balance.
- Pay at least half of the overdue balance to qualify for establishing the plan.
- Discuss the available three- to six-month interest-free installment schedule.
- Pay installments and all new utility bills on time to maintain the arrangement.
Water Service Already Disconnected?
Confirm the total past-due amount and reconnection fee with CityLink. After making the required payment, contact customer service about restoration instead of assuming the online transaction automatically completes the service request.
The City’s published late-payment policy also allows an additional security deposit after termination for nonpayment. The amount depends on the account’s average bill and applicable minimum deposit rules.
Start, Stop or Transfer Water Service in Winston-Salem
Moving into a property served by Winston-Salem/Forsyth County Utilities? You can initiate service through CityLink. Property location matters because not every Forsyth County address has the same provider.
Start a New Residential Account
- Open the City’s Start, Stop or Transfer Service page.
- Prepare the name to appear on the account, new service address, requested start date and mailing address if different.
- If renting, provide a rental agreement. The City also describes a proof-of-occupancy option when a lease is unavailable.
- Provide the requested identity and credit-evaluation information, or review the required deposit alternative.
- Contact CityLink to submit the request and verify any deposit or service-initiation payment.
The City currently lists a $30 service-initiation fee on its new-service page. Customers who do not provide a Social Security Number or Tax Identification Number for credit evaluation are required to pay a $150 deposit. A deposit may also be assessed following a credit evaluation.
Stop Existing Service
Call CityLink and request voluntary disconnection. Provide your forwarding address for the final bill. The City generally disconnects service within 24 hours, excluding weekends and holidays.
Transfer to Another Address
Existing residential and business customers can contact CityLink to arrange a transfer. The City says many residential transfers can be completed within 24 hours, although some commercial accounts require more notice.
What Changed in Winston-Salem Water Rates in 2026?
Winston-Salem/Forsyth County Utilities adopted water and sewer rate adjustments effective July 1, 2026, for fiscal year 2026–27.
- Water rate increase: approximately 4%.
- Sewer rate increase: approximately 6%.
- Consumption tiers were adjusted as the utility transitions from cubic feet to gallons.
- The utility estimated an approximately $5.86 increase in the average bi-monthly water and sewer bill from the changes.
The exact amount you owe depends on your service type, meter size, consumption, readiness-to-serve charges and other applicable billing items. See the official utility rate and fee manual for the applicable schedule.
Some residential customers may also notice changes associated with the transition from bi-monthly to monthly billing. Compare the number of service days and billing units before assuming that a shorter bill represents a rate reduction.
Why Is There a Readiness-to-Serve Charge?
Besides metered consumption charges, Winston-Salem/Forsyth County Utilities assesses a fixed readiness-to-serve charge. Its amount depends on meter size. The charge helps fund the water system’s availability and infrastructure even when very little water is used.
Unusually High Water Bill? Check Usage and Possible Leaks
Higher summer consumption is common when households irrigate lawns, wash vehicles or use outdoor hoses more frequently. But a hidden leak can also increase water and sewer charges.
- Check service days. Compare the number of days covered by your current and previous bills. Historically, many residential bills covered around 60 days; billing frequency is changing.
- Compare actual usage. Look at the consumption figures and compare them with the same season last year.
- Check toilets. A toilet that runs intermittently may leak water from the tank into the bowl. A food-coloring test can help identify an internal toilet leak.
- Inspect visible plumbing. Look for dripping taps, leaking outdoor hoses, wet spots around water heaters or unexplained damp areas in the yard.
- Request assistance. Contact CityLink if the increase cannot be explained or if you suspect an underground leak.
Can a Leak Qualify for a Bill Adjustment?
Possibly. The utility explains that after a leak has been identified and repaired, customers may qualify for adjustments on up to three of the highest bills associated with the leak, subject to its rules.
You may need proof of repairs or field verification. Irrigation-system leaks are not eligible under the utility’s published adjustment policy. While an investigation is underway, the City instructs customers to continue paying their average monthly bill amount.
See the City’s unusually high bills and leak investigation instructions.
Common Winston-Salem Utility Payment Problems
| Problem | Best Next Step |
|---|---|
| Cannot log in to the old water bill portal | Use the Paymentus payment link on the current official City page. The online statement-viewing portal is in transition. |
| Forgot your Paymentus password | Select Forgot your password? on the secure Paymentus login page. |
| Don’t know your account number | Check the seven-digit account number on your bill or contact CityLink. |
| Can’t find the PIN | Use the last four digits of the customer number printed on your bill. |
| Payment submitted but confirmation unclear | Review available payment history or contact CityLink before submitting another transaction. |
| Bill is past due | Ask about the delinquent balance, termination deadline and interest-free payment arrangement. |
| Water already disconnected | Confirm full payment and reconnection requirements with CityLink. |
| Water or sewer main break | Call 311 or 336-727-8000 and report the location. Do not use the payment portal to report an emergency. |
Winston-Salem Utilities Customer Service and Office Location
Bryce A. Stuart Municipal Building
Utilities Customer Service
100 E. First Street, Suite 121
Winston-Salem, NC 27101
Phone: 336-727-8000
Local: 311
Email: citylink@cityofws.org
Hours: Monday–Friday, 8 AM–5 PM
If you have a water-main break, sewer backup or another service emergency, contact CityLink rather than waiting for a response from an ordinary billing inquiry.
Frequently Asked Questions
How do I pay my Winston-Salem water bill online?
Open the City’s authorized Paymentus portal, select Make One Time Payment and enter the account information printed on your water statement. Complete payment and save your confirmation.
What is the Winston-Salem Utilities payment phone number?
Call CityLink at 336-727-8000 or dial 311 within Winston-Salem city limits for water bill assistance and available telephone payment options.
Can I pay without creating an account?
Yes. Paymentus offers a Make One Time Payment option without registration. You need your account number and the last four digits of your customer number.
Can I set up automatic utility bill payments?
Yes. Create a Paymentus account and enroll in AutoPay or arrange recurring payments through your bank or credit union.
Why can’t I view my Winston-Salem water bill online?
The City has temporarily suspended online statement viewing while preparing its replacement customer portal. Water bill payments remain available through Paymentus.
What happens if I pay after my water bill due date?
The City’s published policy includes a 10% late charge and additional charges if the account remains delinquent through the termination process. Contact CityLink promptly to discuss payment options.
Does Winston-Salem offer a payment plan?
Yes. Eligible customers may arrange three to six months of interest-free installments after paying at least half the overdue amount. New monthly charges must still be paid on time.
Can I pay my water bill in person?
Yes. Visit the Bryce A. Stuart Municipal Building at 100 E. First Street, Suite 121, Winston-Salem, during published payment-office hours. A drive-through is also available.
What is the water service initiation fee?
The City’s current new-service instructions list a $30 initiation fee. A security deposit may also apply depending on credit evaluation and identification information.
What should I do if my water bill is unusually high?
Review the number of billing days, water usage and potential plumbing leaks. Contact CityLink for a high-usage investigation and ask whether a leak adjustment may be available.