CFPUA Water Help Desk: Pay, Log In, Call, Start Service or Report an Emergency
Use this guide as a fast CFPUA action page. It gives you the official payment routes, login steps, customer service numbers, office locations, fees, shutoff timing, assistance options, high-bill checks, water quality facts and emergency instructions without making you dig through multiple pages.
Fast Answer Board
| Searcher wants | Official route | Prepare first | Important rule |
|---|---|---|---|
| Pay without logging in | CFPUA QuickPay | CFPUA account number from your bill. | Payments after 5 p.m. post next business day; weekend payments post Monday. |
| Create/login to online account | CFPUA.org/Online | Email, browser, account number, activation code from paper bill. | Use online account for bills, usage history, Autopay, eBilling and adjustments. |
| Pay by phone | 910-332-6550 | Account number and payment method. | IVR is available 24/7; representatives follow regular business hours. |
| Visit payment center | 235 Government Center Drive, Wilmington, NC 28403 | Bill, ID, payment method, notice if disconnected. | Front desk, Quick Pay kiosk and bill drop box are listed by CFPUA. |
| Water/sewer emergency | 910-332-6565 | Address, cross street, issue type, public health/property risk. | This emergency line is not for billing issues or service disconnections. |
| Behind on bill | Call 910-332-6550 and check Financial Assistance | Bill, shutoff notice, income/help documents if applying. | Ask about short-term extension, interest-free payment plan or assistance before disconnection. |
Third-party warning: CFPUA says it is not affiliated with bill-payment services such as Doxo or Mint. Third-party payments may not post until CFPUA receives funds, which can lead to late fees or disconnection.
Official CFPUA Phone, Address, Hours and Local Service Area
Customer Service
Phone: 910-332-6550
Fax: 910-332-6353
Call Center: regular business hours; IVR available 24/7.
Water/Sewer Emergency
Emergency: 910-332-6565
Use for major leaks, sewer spills, pump-station alarms or any water/sewer issue that endangers life, public health or property.
Main Office
Cape Fear Public Utility Authority
235 Government Center Drive
Wilmington, NC 28403
Payment center, customer service, mail and official contact address.
| Locality / district | How CFPUA describes service | User note |
|---|---|---|
| Wilmington | CFPUA is the public water and sewer utility for Wilmington. | City of Wilmington trash/recycling and stormwater may appear on CFPUA bills, but those services are managed by the City. |
| Wrightsville Beach | CFPUA serves Wrightsville Beach and lists a separate Wrightsville Beach water system. | Water-service map identifies Wrightsville Beach System as Public Water System ID 04-65-020. |
| New Hanover County | CFPUA serves much of New Hanover County and more than 82,000 homes and businesses. | Use CFPUA service-availability GIS for address-level questions. |
| CFPUA-Wilmington Water System | Main water distribution system; Public Water System ID 04-65-010. | Shown in green on CFPUA water-service map. |
| Monterey Heights area | CFPUA describes a blended groundwater system in south New Hanover County. | Water supplied by main distribution system plus multiple groundwater wells. |
Office-hours note: CFPUA’s New Customers page lists the Customer Service Lobby at 235 Government Center Drive as Monday-Thursday 8:30 a.m.-4:30 p.m. and Friday 9 a.m.-4:30 p.m. CFPUA FAQ also lists customer service hours as 8 a.m.-5 p.m. Monday-Friday except holidays at 235 Government Center Drive or 929 N. Front Street. Verify hours before visiting.
Bill Pay and Login: Exact Steps
One-time QuickPay
- Open the official QuickPay link.
- Enter your CFPUA account number.
- Review balance and account match.
- Pay and save confirmation.
Online Customer Self-Service
- Go to CFPUA.org/Online.
- Click “Sign up now.”
- Use your email for verification code.
- Enter account number and activation code.
Autopay
- Create online account first.
- Open “Your Preferences.”
- Toggle “Sign up for Automatic Payments.”
- Add/select wallet method.
- Choose schedule and notifications.
| Payment method | Official detail | Best for | Do not miss |
|---|---|---|---|
| QuickPay | One-time online payment without logging in; account number required. | Fast payment when you have bill/account number. | Browser issue? Try Chrome, Firefox, Safari or Edge. |
| Customer Self-Service portal | View/download bills, set recurring payments, paperless billing, analyze monthly usage. | Regular customers, Autopay, bill history, leak/pool adjustment request. | Requires email, account number and activation code from paper bill. |
| Phone IVR | Call 910-332-6550 and follow prompts. | Customers who prefer phone payment or portal is not working. | Have account number ready. |
| Debit/credit card | CFPUA lists a $3 fee for credit/debit card payments per every increment of $300. | Card payment by phone, portal or payment center. | Large payments may trigger multiple $300 increments/fees. |
| Cash/check in person | Payment center at 235 Government Center Drive, Monday-Friday listed as 8:30 a.m.-4:30 p.m. on Pay My Bill page. | Need front-desk payment, kiosk or drop box. | Confirm same-day posting if service is at risk. |
| Mail check payment to 235 Government Center Drive, Wilmington, NC 28403. | Normal bill with enough time. | Do not send cash. Mail is risky near cutoff. | |
| Paperless billing | CFPUA charges a $1 fee per printed/mailed bill. | Customers who want to avoid paper-bill fee. | Switch to eBilling in online account. |
Official payment links:
Past Due, Late Fee, Disconnection and Reconnection
Due timing
Payment is due 25 days after the CFPUA account is billed.
Late fee
5% of CFPUA service charges if payment is not received by due date.
Delinquency letter
Sent 14 days after the due date.
Eligible for cutoff
14 days after the delinquency letter date.
| Situation | What to do | Official detail to know |
|---|---|---|
| Payment made after 5 p.m. | Call if you are close to cutoff. | Payments after 5 p.m. post next business day. |
| Weekend payment | Save confirmation and call Monday if urgent. | Weekend payments post Monday. |
| Disconnected and need immediate help | Call 910-332-6550 or visit CFPUA customer service. | Customer Support page says visit in person if disconnected and immediate assistance is needed. |
| Schedule reconnection | Call Monday-Friday. | Calls before 2:30 p.m. reconnect same day; after 2:30 p.m. usually next business day. |
| Same-day reconnection after 2:30 p.m. | Ask if an after-hours/late-day fee applies. | CFPUA says same-day after 2:30 p.m. may be subject to an after-hours fee. |
| Cannot pay full amount | Ask for extension, interest-free payment plan or assistance. | Contact Customer Service before the account reaches disconnection stage. |
Fee snapshot for FY 2027: late fee 5% of current charges, delinquency fee $60, reconnection fee after disconnect $60, late-day reconnect fee $60, emergency reconnect fee $120, returned check fee $25, dishonored bank draft fee $25.
Start, Stop or Transfer CFPUA Service
Owner: start service
- Complete New Service: Residential or Commercial Owner form.
- Attach photo ID.
- Optional: attach closing disclosure, settlement statement, HUD or deed.
- Seller or buyer must complete closing disclosure documentation form.
- $60 new service charge appears on first monthly bill.
Renter: start service
- Complete New Service: Residential Tenant form.
- Attach photo ID.
- Attach signed lease.
- Owner/manager/landlord must complete Transfer of Responsibility form.
- $200 security deposit may apply; $60 new service charge also applies.
Online forms timing
- Online submissions completed same day during normal business hours.
- Processing may take up to 2 business days.
- Welcome email includes CFPUA account number.
- Document requests may come from CSNoReply@CFPUA.org or CSSignNow@CFPUA.org.
| Task | Official form area | Best use |
|---|---|---|
| New Service: owner | Applications & Forms | Homeowner or commercial property owner opening account. |
| New Service: tenant | Applications & Forms → Start or Stop Service | Renter or commercial tenant opening account. |
| Seller Closing Disclosure | Applications & Forms → Start or Stop Service | Property sale: close seller account and create buyer account. |
| Tenant stop service | Applications & Forms → Termination of Service: Tenant | Renter moving out. |
| Demolition stop service | Applications & Forms → Termination of Service: Demolition | Full or partial demolition. |
| Water reconnection waiver | Applications & Forms → Manage My Account | Authorize CFPUA to reconnect water without someone present. |
Understand the CFPUA Bill Before Calling
Billing cycle
CFPUA bills monthly, around every 27 to 35 days, so customers receive 12 bills per year.
Usage unit
Water and sewer consumption appear in thousand gallons, shown as TGAL on the bill.
City charges
Wilmington customers may see City trash/recycling and stormwater charges on CFPUA bills.
| Bill item | What it means | Useful action |
|---|---|---|
| Total amount due / due date | Current charges plus past-due/opening balance. | If there is prior balance, ask about disconnection status. |
| Account number | Number assigned to your CFPUA account. | Needed for QuickPay, phone payment and online setup. |
| Account summary | Balance, recent activity and recent payment. | Use for payment-posting disputes. |
| Monthly water usage | Graph of volumetric usage in TGAL. | Compare last five months before calling about high bill. |
| Water Base | Fixed monthly charge based on meter size. | Charged regardless of consumption. |
| Water Consumption | Volumetric charge based on metered water use. | FY2027 standard water usage charge listed at $5.95 per 1,000 gallons. |
| Sewer Base | Fixed monthly charge for sewer service. | Separate from water base. |
| Sewer Consumption | Based on water usage recorded by meter. | FY2027 sewer usage listed at $5.77 per 1,000 gallons. |
| Trash / Stormwater | City of Wilmington charges may appear on CFPUA bill. | Trash: 910-341-7875. Stormwater: 910-343-4777. |
2026 / FY2027 Rates and Fees Searchers Need
Effective period: CFPUA’s Current Rates & Fees page says the listed rates are for Fiscal Year 2027, July 1, 2026 through June 30, 2027. Use the official schedule for final account calculations.
| Rate / fee | Amount listed | Why it matters |
|---|---|---|
| Residential common 5/8" water base | $20.17 | Base monthly water charge for common residential meter size. |
| Water usage | $5.95 per 1,000 gallons | Standard metered consumption charge. |
| Special irrigation usage | $8.92 per 1,000 gallons | Separate irrigation meter usage; no corresponding sewer usage charge. |
| Residential common 5/8" sewer base | $18.12 | Base monthly sewer charge for common residential meter size. |
| Sewer usage | $5.77 per 1,000 gallons | Based on water usage recorded by meter. |
| Residential sewer cap | 15,000 gallons per monthly billing | Single-family residential sewer metered consumption cap. |
| Printed monthly paper bill | $1.00 | Avoid by switching to paperless billing. |
| Convenience fee | $3.00; max payment up to $300 per transaction | Card payments may cost more for larger balances. |
| New service charge | $60.00 | Included with first monthly bill for new customers. |
| Meter test | $60.00 | Requested meter test fee. |
| Large meter test | $150.00 | Meters 3 inches and larger. |
| Reread requested by customer | $60 if correct read; no cost if CFPUA error | Ask carefully before requesting reread. |
| Grinder pump monthly fee | $15.00 | CFPUA-owned residential grinder pump operation/maintenance charge. |
High Water Bill: What CFPUA Says to Check
Outdoor use
Lawn/garden watering, new grass, pools, fountains and sprinklers can raise usage.
Leaks
Dripping hose bibs, crawl-space puddles, wall damage, faucets and toilets.
Household change
Guests, kids home from school, or new fixtures/appliances.
Meter
Meters are usually near the street at the front or side of property under a meter box.
| Check | CFPUA practical detail | Do this |
|---|---|---|
| Meter box | Use caution opening it; insects and snakes can get inside meter boxes. | Do not reach blindly. Use gloves/tools and stay safe. |
| Continuous use | Lowest revolving dial on common meter registers to 1/10 gallon and moves during continuous use. | Turn off fixtures and watch for movement. |
| Toilet dye test | Running toilets may be silent. | Add food coloring/dye tab to tank, wait at least 20 minutes, check bowl. |
| Outdoor sprinkler | CFPUA says up to 50% of outdoor water at average home may be wasted due to improper watering. | Check leaks and water before sun/heat, not during peak evaporation. |
| Lawn watering amount | Average lawn needs about 1 inch per week including rainfall. | Use tuna-can trick: measure how long sprinkler fills cans to half inch, then water that amount twice weekly. |
| Leak adjustment | One-time courtesy leak adjustment available within rolling 24 months if policy requirements are met. | Request inside online account after repair and usage returns to normal. |
| Pool fill credit | Sewer credit may be considered for newly constructed pool or refilling after repair. | Submit within 60 days with installation/repair documentation. |
Leak adjustment rules: CFPUA lists requirements including physical damage to water-supplying facility/equipment, one adjustment in 24 months, consumption at least two times the 12-month average, request within 60 days of high-consumption bill, previous bills paid in full, and usage returned to normal before adjustment.
Emergency, Boil Water Advisory and Service Outage
Call day or night
Major leaks, sewer spills, pump-station alarms, danger to life, public health or property.
Not for billing
CFPUA says the emergency line is not for billing issues or service disconnections.
Advisory map
Use the official CFPUA boil-water/outage map for current and recent advisories.
| Problem | Say this | Have ready |
|---|---|---|
| Water flowing in street | “Water is flowing at [address/cross street]. It started at [time].” | Nearest address, street direction, traffic danger, photos if safe. |
| No water or discolored water | “My water is [off/discolored] at [address]. Neighbors [are/are not] affected.” | Time started, all taps or one tap, hot/cold, nearby work. |
| Sewer backup | “Sewage is backing up into [tub/sink/floor drain].” | Stop using water, avoid contact, keep children/pets away. |
| Grinder pump alarm | “My grinder pump alarm/light is on.” | Stop using water. If alarm remains after 15 minutes, call emergency line. |
| Boil water advisory | “Is my address under BWA?” | Use map and CFPUA notices; do not rely on social media screenshots. |
Water Quality, PFAS, Source Water and Lead
Source water
CFPUA gets about 80% of raw water from the Cape Fear River and about 20% from Castle Hayne and Peedee aquifers.
Treatment plants
Sweeney Water Treatment Plant treats Cape Fear River water; Richardson Water Treatment Plant in Ogden treats groundwater.
System scale
CFPUA treats and distributes more than 7 billion gallons yearly; system includes 10 water towers and more than 1,100 miles of water mains.
| Question | Useful official answer | Official route |
|---|---|---|
| Where does water come from? | Cape Fear River at Kings Bluff about 25 miles upriver from Wilmington, plus groundwater wells in New Hanover County. | Drinking Water Quality |
| How is Cape Fear River water treated? | Sweeney uses ozone, biological filters, Granular Activated Carbon and ultraviolet disinfection. | Drinking Water Quality page. |
| How is groundwater treated? | Richardson uses low-pressure reverse osmosis membranes and treats to balance minerals and pH. | Drinking Water Quality page. |
| Does CFPUA treat PFAS / GenX? | CFPUA says both plants are very effective at removing PFAS; Sweeney GAC filters came online in 2022. | PFAS Results |
| Where are water-quality reports? | Annual Drinking Water Quality Reports / CCRs are published late winter or early spring with prior-year data. | Water Quality Reports |
| Lead service lines? | CFPUA says no lead service lines were found in its system; older galvanized lines with possible lead goosenecks are being replaced at no cost. | Service Line Inventory |
| Service line replacement question? | Contact CFPUA service-line replacement program. | 910-332-6932 or CFPUA.org/ServiceLines |
Lead/home plumbing note: CFPUA says water leaves the treatment facility lead-free, but lead can enter from older private plumbing materials. Homes built before 1986 are more likely to have lead service lines or interior plumbing/fixtures; lead service lines are most common in homes built before the 1950s.
CFPUA Bill Assistance and Local Help
CFPUA Assist
Emergency financial assistance for CFPUA water and sewer bills, administered by New Hanover County DHHS.
Visit:
New Hanover County Department of Social Services
1650 Greenfield St.
Wilmington, NC 28401
Ask CFPUA first
- Short-term bill extension.
- Interest-free payment plan.
- Financial assistance referral.
- Disconnection/reconnection instructions.
Spanish help
CFPUA’s assistance page says: “¿Necesita esta información en español? Llame al 910-332-6550.”
| Resource | Phone / address | Best next step |
|---|---|---|
| New Hanover County Department of Social Services | 1650 Greenfield St., Wilmington, NC 28401 | Visit for CFPUA Assist application route. |
| Help Hub at the Harrelson Center | Open Tuesday, Wednesday, Thursday; 910-769-5357 | Call before going; hours/availability can change. |
| New Hanover County Health and Human Services | 910-798-3500 or 910-798-3650 | Ask about eligibility and emergency assistance. |
| Salvation Army of Cape Fear | 910-762-2070 or 910-762-7354 ext. 66524 | Ask about current utility-assistance availability. |
| Sister Isaac Center | 910-762-5491 ext. 135 | Call for local aid screening. |
| Health Opportunity Pilot Program | 910-208-2024 or 800-953-0202 | Customer or child must receive Medicaid. |
| Disabled American Veterans Chapter 11 Wilmington | 910-313-2190 ext. 303 or 910-471-2205; fax 910-833-8896 | Veteran-focused assistance route. |
Irrigation, Grinder Pumps, Sewer Backups and Private Lines
Irrigation meter
CFPUA allows separate irrigation meters. With a separate meter, outdoor water is billed at the special irrigation rate and has no corresponding sewer charge.
Action: use Applications & Forms → Meter Set Request.
Grinder pump alarm
If the alarm goes off, stop using water to prevent overflows. If the alarm light is still on after 15 minutes, call 910-332-6565.
Power outage with grinder pump
Minimize water use. The tank has limited storage, and reduced flushing/bathing/dishwashing can help prevent sewer backup.
Sewer backup prevention
Never flush wipes, fats/oils/grease, rags, paper towels, sponges, toilet wands or household trash. CFPUA says toilet paper is the only product designed to break down in sewers.
Public vs private repair: CFPUA owns and maintains the public-side water/sewer infrastructure, including the water meter, meter box and public-side service lines. The private-side water/sewer service lines, private plumbing, fixtures and appliances are the property owner’s responsibility.
Map: CFPUA Main Office and Payment Center
| Location | Address / phone | Use for |
|---|---|---|
| CFPUA Main Customer Service / Payment Center | 235 Government Center Drive, Wilmington, NC 28403 | Front-desk payment, kiosk, drop box, mail, customer service, urgent account help. |
| Downtown customer service location | 929 N. Front Street, Wilmington, NC | Listed in current CFPUA FAQ as a customer-service location; verify hours before visiting. |
| New Hanover County DSS | 1650 Greenfield St., Wilmington, NC 28401 | CFPUA Assist / emergency bill assistance route. |
| Customer Service | 910-332-6550 | Billing, payments, login, start/stop, reconnection, extensions. |
| Emergency Hotline | 910-332-6565 | Major leaks, sewer spills, pump-station alarms, public health/property danger. |
| Service Line Replacement | 910-332-6932 | Older galvanized service line / replacement program questions. |
Cape Fear Public Utility Water FAQ
What is the Cape Fear Public Utility Authority phone number?
Call CFPUA Customer Service at 910-332-6550. Use 910-332-6565 only for water or sewer emergencies.
How do I pay my CFPUA water bill online?
Use CFPUA QuickPay for a one-time payment or CFPUA.org/Online for Customer Self-Service. QuickPay requires your account number from the bill.
How do I log in to my CFPUA account?
Go to CFPUA.org/Online. To create an account, you need an email address, your CFPUA account number and activation code from your paper bill.
What is the CFPUA payment fee?
CFPUA lists a $3 fee for credit/debit card payments per every $300 increment. The current rates page also lists a $3 convenience fee per transaction with maximum payment up to $300 per transaction.
Where is the CFPUA office?
The main CFPUA office/payment center is 235 Government Center Drive, Wilmington, NC 28403. Current FAQ also lists 929 N. Front Street as a customer-service location. Verify hours before visiting.
What is the CFPUA emergency number?
Call 910-332-6565 day or night for major leaks, sewer spills, pump-station alarms or water/sewer issues that endanger life, public health or property.
Is the emergency line for billing or disconnection?
No. CFPUA says the emergency line is not for billing issues or service disconnections. Use Customer Service at 910-332-6550 for billing and reconnection help.
When is a CFPUA bill late?
Payment is due 25 days after the account is billed. If not received by the due date, a 5% late fee is applied, followed by a delinquency letter 14 days later.
How do I start CFPUA service as a renter?
Complete the New Service: Residential Tenant form, attach photo ID and signed lease, and make sure the owner/manager/landlord completes the Transfer of Responsibility form. A $200 deposit may apply plus a $60 new service charge.
How do I start CFPUA service as an owner?
Complete the New Service: Residential or Commercial Owner form, attach photo ID, and optionally attach closing disclosure, settlement statement, HUD or deed. A $60 new service charge appears on the first monthly bill.
Why is my CFPUA water bill high?
Common causes include irrigation, filling or topping off pools/fountains, dripping faucets or hose bibs, guests, children home from school, running toilets and plumbing problems.
Does CFPUA offer leak adjustments?
Yes, CFPUA offers a one-time courtesy leak adjustment within a rolling 24-month period if policy conditions are met, including request within 60 days and usage returning to normal.
Does CFPUA treat for PFAS and GenX?
CFPUA says both treatment plants are effective at removing PFAS. Sweeney uses Granular Activated Carbon filters that came online in 2022, and Richardson uses reverse osmosis technology.
Where does CFPUA water come from?
CFPUA gets about 80% of raw water from the Cape Fear River and about 20% from Castle Hayne and Peedee aquifers beneath New Hanover County.
Is this the official CFPUA website?
No. This is an informational guide. Confirm live account balance, due date, shutoff status, fees, notices, service changes and advisories with official CFPUA sources.
30-Second CFPUA Checklist
Pay: QuickPay or CFPUA.org/Online → account number → check $3 card fee per $300 → save confirmation.
Login: email + account number + activation code from paper bill → sign up → set Autopay/eBilling/usage tracking.
Call: Customer Service 910-332-6550; emergency 910-332-6565; service-line replacement 910-332-6932.
Past due: due after 25 days → 5% late fee → delinquency letter 14 days later → cutoff eligibility 14 days after letter.
High bill: check TGAL, meter, toilets, hose bibs, irrigation, pool fill, usage graph and leak-adjustment deadline.