City of Salem Utility Billing Help: Pay, Log In, Call or Fix a Water Issue
Use this page like a Salem utility desk. Pick the task, use the official route, prepare the right account details, and avoid slow payments, missed AutoPay enrollment, wrong account numbers, or shutoff surprises.
Start Here: What Do You Need?
| Searcher intent | Best official action | Have ready | Do not miss |
|---|---|---|---|
| Pay Salem utility bill online | Open Utility Billing Portal | Utility account number, security code, service-address ZIP, amount due. | One-Time Pay works without registration, but you need the account number and security code from the paper bill. |
| Create login / portal account | Use official sign-up guide | Email, new account number, last-bill total amount due, old account number if needed. | Salem’s new billing system assigned new account numbers; use “Find my Account Number” if you only have the old number. |
| Pay by phone | Call 1-833-735-2221 | Account number, 4-digit service-address ZIP, card details. | Phone payment accepts VISA/MasterCard debit or credit card. |
| Billing question or payment plan | Call 503-588-6099 or email utilitybilling@cityofsalem.net | Bill copy, account number, service address, payment proof, notice. | Hours are Monday-Friday, 8:00 AM-5:00 PM. |
| Water, sewer, or street emergency | Call Public Works Dispatch at 503-588-6311 | Location, cross street, damage description, photo if safe, contact info. | Dispatch is listed 24 hours a day, 7 days a week. Call 911 for life-threatening emergencies. |
| Start, stop, or move service | Call Utility Customer Care at 503-588-6099 | Name, phone, start/stop address, possession/move date, forwarding address. | New utility accounts are charged a $25 New Account Activation fee. |
Quick warning: if your service is pending disconnection or already shut off, do not rely on mail. Use an official same-day route and call Utility Customer Care with the confirmation code.
Official Salem Utility Contact Box
Utility Customer Care
Phone: 503-588-6099
Email: utilitybilling@cityofsalem.net
Hours: Monday-Friday, 8:00 AM-5:00 PM
Pay by Phone / Mail
Phone payment: 1-833-735-2221
Mail payments to:
P.O. Box 2795
Portland, OR 97208-2795
Emergency / Water Quality
Public Works Dispatch: 503-588-6311
Email: PWDispatch@cityofsalem.net
Water Quality Hotline: 503-588-6323
| Location | Address | Use for | Payment type / note |
|---|---|---|---|
| In-person utility payment | 440 Church St. SE, 5th Floor, Salem, OR | Pay bill in person during business hours. | VISA/MasterCard debit, VISA/MasterCard credit, check, money order, cash. |
| Civic Center drop box | 555 Liberty St. SE, Room 100, Salem, OR 97301 | Drop box payment. | Check or money order. |
| Civic Center drive-through drop box | 500 block of Liberty Street SE | Drive-through drop box. | Check or money order. |
| West Salem Public Library drop box | 395 Glen Creek Road NW, Salem, OR 97304 | West Salem drop box option. | Check or money order. |
| Public Works Operations drop box | 1457 23rd St. SE, Salem, OR 97302 | Drop box near Public Works Operations. | Check or money order. |
| Public Works Dispatch Communications Center | 1410 20th St. SE, Building 2, Salem, OR 97302-1200 | Water leak, no water, sewer, street, emergency dispatch. | Call first for urgent issues: 503-588-6311. |
Pay, Log In, Sign Up or Use One-Time Pay
| Payment / login route | Official details | Best for | Common mistake |
|---|---|---|---|
| Online portal | utilityaccount.cityofsalem.net | AutoPay, one-time payment, account history, bill viewing, paperless billing. | Using an old account number without checking the new SpryPoint account number. |
| One-Time Pay | Click “ONE TIME PAY” on the Utility Billing page. | Paying without registering or logging in. | You still need the account number and security code from the upper-right side of the paper bill. |
| Portal Sign Up | Click “SIGN UP,” validate account number and last-bill total amount due, agree to terms, then confirm by email. | Creating a reusable login. | The confirmation link may appear at the bottom of the email under the Spanish translation. |
| Phone payment | Call 1-833-735-2221. | Card payment by phone. | Have the utility account number and service-address 4-digit ZIP ready. |
| Mail payment | P.O. Box 2795, Portland, OR 97208-2795. | Normal bills with plenty of time before due date. | Do not mail if disconnected or near shutoff. |
| In-person payment | 440 Church St. SE, 5th Floor, Salem, OR, Monday-Friday, 8:00 AM-5:00 PM. | Cash, check, money order, card payment, receipt needs. | Go before 5:00 PM if restoring shutoff service same day. |
New billing system note: Salem launched a new utility billing system on February 3, 2025. Customers received new account numbers, and previous Automatic Bill Payment users must enroll in the new AutoPay feature because financial information did not transfer automatically.
Past Due, Shutoff or Disconnected Service
Due date rule
Salem utility bills are due 25 days after the billed date. If payment is not received by day 25, a reminder notice is mailed on day 26 or the next business day.
Shutoff risk
If payment is still not received after the additional notice period, the City may send a past-due letter with a payment deadline and possible shutoff or collections warning.
Restore service
If water is shut off for nonpayment, the past-due balance and all associated fees must be paid in full before restoration.
| Situation | What to do | Why it matters |
|---|---|---|
| Need more time | Call 503-588-6099 before shutoff. | Payment plans may be available only if you meet eligibility rules. |
| Payment plan request | Ask if you qualify; you must be listed on the account, have no missed payment plans in the last three months, and service must not already be shut off for nonpayment. | Do not wait until service is disconnected. |
| Service already shut off | Pay online, by phone, or in person; do not mail payment. | Mail is too slow for restoration. |
| Same-day restoration | The City must receive payment by 5:00 PM, Monday-Friday. | Payment after that time may process the next business day, depending on whether service is off, locked, or the meter has been pulled. |
| Recently paid while pending disconnection | Call Utility Customer Care and provide the confirmation code. | The City’s bill guide says to provide confirmation when reinstating service. |
Salem Utility Assistance: Payment Plans, $350 Help and Rate Relief
Payment plans
- Call 503-588-6099.
- You must be the person listed on the account.
- No missed payment plans in the last three months.
- Water service must not already be shut off for nonpayment.
Emergency Utility Assistance
- Up to $350 for 2026.
- For eligible single-family residential City of Salem utility accounts.
- Can go toward past-due or current bill.
- Cannot be used for violation fees like meter tampering, obstruction, or bypass.
Rate Relief Program
- For elderly or disabled customers who qualify.
- Age 60+ or disabled household member.
- Single-family residential City utility account with sewer service.
- Household income must be at or below 60% of State Median Income.
| Help type | Who to contact | Hours / eligibility note |
|---|---|---|
| Payment plan or prequalification question | Utility Customer Care: 503-588-6099 or UtilityBilling@cityofsalem.net | Monday-Friday, 8:00 AM-5:00 PM. |
| Emergency Utility Assistance partner | The Salvation Army: 503-585-6688 | Listed hours: Mon-Wed 1:00 PM-3:00 PM; Thu-Fri 9:00 AM-3:00 PM. |
| Utility Rate Relief Program | Mid-Willamette Valley Community Action Agency: 503-588-9016 | Monday-Friday, 8:00 AM-5:00 PM. |
Practical move: call the City first. If you are prequalified through recent Salvation Army, LIHEAP, Utility Rate Relief, or Salem Housing Authority program status, the billing team may direct you faster.
Start, Stop or Transfer Salem Utility Service
Start service
- Name and any additional account names.
- Phone number.
- Service address.
- Date you took possession.
- Mailing address for bill.
- Expect $25 New Account Activation fee on first bill.
Move service
- Name and phone number.
- New start-service address.
- Date you took possession.
- Old stop-service address.
- Date you moved from old address.
- Forwarding address for final bill.
Stop service
- Name.
- Phone number.
- Address where service should stop.
- Date you moved from address.
- Forwarding address for final bill.
Connection note: if the property has never been connected to City services, the property owner or developer may need utility service permits before service can be set up.
Read Your Salem Utility Bill Without Guessing
Account number
Top right of bill. Needed for account questions and online/phone payment.
4-digit ZIP
Service-address ZIP code is required for online or phone payment.
Service period
Located near the top left under Account Class. Compare dates before judging usage.
Water use
Compare current month, previous month, previous year, and meter readings.
| Bill section | What it means | User action |
|---|---|---|
| Previous balance | Unpaid balance from earlier statements. | Previous balances are due immediately and may trigger disconnection or collection action. |
| Payments received | Payments made before the current bill date. | If your payment is missing, call with confirmation proof. |
| Current charges | Charges or credits for the listed service period. | Check water, sewer, stormwater, streetlight, base fees, and volume fees. |
| Volume fees | Monthly charges based on usage, units, or square footage multiplied by established rates. | Use the rate table and estimator if usage changed. |
| Base fees | Fees for services that happen regardless of use, such as meter reading, water quality monitoring, and infrastructure maintenance. | Do not expect the bill to be zero when no water is used. |
| Message board | Bill notices about payments, account changes, past-due balances, and service updates. | Read this area before calling; it may explain new billing or wastewater-volume corrections. |
2026 Salem Utility Rates Searchers Usually Need
Unit conversion: Salem says one water unit equals 748 gallons. Water volume charges are calculated by multiplying usage units by the established volume rate.
| Inside-city charge | 2026 official amount | Why it matters |
|---|---|---|
| Water base fee — 5/8" to 3/4" meter | $14.09 | Common residential meter base fee. |
| Water base fee — 1" meter | $20.37 | Larger homes or small business accounts may see this. |
| Water base fee — 1.5" meter | $34.87 | Useful for multi-family or commercial accounts. |
| Single-family residential water volume | $3.30 per ccf | One ccf equals 748 gallons. |
| Multifamily individually metered water volume | $3.30 per ccf | Same 2026 rate as single-family in listed table. |
| Irrigation water volume | $4.62 per ccf | High irrigation use can sharply increase bills. |
| Commercial water volume | $2.86 per ccf | Includes fire in the city’s listed rate table. |
| Single-family residential wastewater base | $21.83 | Wastewater is usually not metered separately for most customers. |
| Single-family residential wastewater volume | $4.86 per ccf | Annual wastewater volume is based on winter-period water consumption readings. |
| Stormwater base fee | $14.44 | Applies to inside-city utility accounts regardless of impervious surface amount. |
Official rate and estimator tools:
High Bill, Leak, Meter or Water-Wastewater Spike
Turn everything off
Faucets, sprinklers, washing machines, irrigation, hose bibs, and other water supply.
Find meter
Usually in sidewalk, yard, or right-of-way near the building. Call Dispatch if you cannot locate it.
Watch flow detector
Small red or black marker moving while all water is off can show a leak.
Call after repair
After repairs, call 503-588-6099 to ask about billing adjustment eligibility.
| Meter behavior | Likely meaning | Next action |
|---|---|---|
| Flow detector moves, stops, then moves again | Often a toilet valve leak or very small leak. | Dye-test toilets, inspect flappers, valves, and intermittent fixtures. |
| Flow detector moves slowly | Likely small leak. | Check faucets, hose bibs, irrigation zones, humidifier/ice-maker lines. |
| Flow detector moves rapidly | Likely larger leak or break in your line. | Shut off water if safe, call plumber, and call Dispatch if public-side issue is suspected. |
| Water use lower but wastewater high | Wastewater volume may be set annually from winter-period water readings. | Ask billing how your annual wastewater volume was calculated. |
| May bill looks wrong | City posted notice that some May utility-use bills had inaccurate annual wastewater volume and corrected bills were issued to affected users. | Call 503-588-6099 if you suspect your account was affected. |
Water, Sewer, Street, Boil Notice or Broken Pipe Emergency
24/7 Public Works Dispatch
Phone: 503-588-6311
Email: PWDispatch@cityofsalem.net
Hours: 24 hours a day, 7 days a week
Report with useful details
- Address or hundred block.
- Street name and nearest cross street.
- Description of damage.
- Photo if safe.
- Name, phone, and email.
Frozen / broken pipe
Disconnect outdoor hoses, insulate exposed pipes, let cold water trickle during freezing periods, open cabinet doors, and call Dispatch if a broken pipe requires temporary shutoff assistance.
| Problem | Call / do this | Important detail |
|---|---|---|
| Life-threatening emergency | Call 911. | Do not use email or online forms for immediate danger. |
| Water main break, no water, sewer overflow, street issue | Call Public Works Dispatch: 503-588-6311. | Dispatch is available 24/7. |
| Boil-water advisory question | Check official City notices and emergency water readiness guidance. | Use official notice instructions before drinking, cooking, ice, or brushing teeth. |
| Private line leak | Call plumber; use shutoff/curb-stop guidance if safe. | Always shut off hot water heater before shutting off water service. |
| Sewer backup | Stop using water, avoid wastewater contact, and call Dispatch. | City says many backups occur between the house and City sewer main; private service blockage may be owner responsibility. |
Salem Drinking Water, Report, PFAS and Water Quality Hotline
Water source
Salem’s drinking water is sourced from the North Santiam Watershed, with monitoring at the treatment facility and distribution sites.
Testing summary
The City describes daily testing, monthly bacteriological sampling, and weekly testing at routine sample sites for bacteria, temperature, pH, turbidity, and chlorine residuals.
Water Quality Hotline
Phone: 503-588-6323
Email: Water@cityofsalem.net
Hours listed: Monday-Friday, 7:30 AM-4:00 PM
| Question | Answer users need | Official route |
|---|---|---|
| Where is the annual water report? | Salem publishes Annual Water Quality Reports in English and Spanish. | Drinking Water Documents and Reports |
| Can I request a paper report? | Yes. Call the Water Quality Hotline or email Water@cityofsalem.net. | 503-588-6323 |
| What about cyanotoxins? | Salem posts Middle Intake cyanotoxin test reports during algae-season monitoring. | Salem’s Drinking Water |
| Is Salem water fluoridated? | City guidance says Salem has added fluoride since 1964 after voter approval. | Drinking Water Documents |
| What is the pH? | City guidance lists typical distribution-system pH range between 7.6 and 7.8. | Use current water-quality page for latest details. |
Locality, Service Area and Other Utility Providers
Salem-area reminder: your mailing address, neighborhood, or side of the Willamette River does not replace the utility account record. Use the provider directory or your bill if you are near Salem city-limit, West Salem, Keizer, Marion County, or Polk County boundary areas.
| Service type | Provider guidance | User action |
|---|---|---|
| Water, wastewater, stormwater, streetlight | City of Salem provides drinking water, wastewater, stormwater, and streetlight services to residents in the Salem area. | Use City of Salem utility portal and Customer Care for account issues. |
| Electricity | Provider may be Portland General Electric or Salem Electric depending on address. | Check the City’s utility provider directory or your bill. |
| Natural gas | Northwest Natural Gas is listed as gas provider information on the City utility provider page. | Use gas provider directly, not City water billing. |
| Garbage / recycling | Area providers include local solid-waste companies listed by the City. | Use the City provider directory to match your address. |
| Apartment / HOA billing | Some residents may be billed through a landlord, property manager, HOA, or submetering arrangement. | Compare your lease and utility bill before opening a City account. |
Official local utility resources:
Salem Utility Billing Map and Key Locations
| Place | Address | Use for |
|---|---|---|
| Utility Billing in-person payment | 440 Church St. SE, 5th Floor, Salem, OR | Cash, card, check, money order utility payment during office hours. |
| Mail payment lockbox | P.O. Box 2795, Portland, OR 97208-2795 | Mail check or money order for normal bill payment. |
| City mailing address | City of Salem, P.O. Box 14300, Salem, OR 97309-3986 | General City mailing reference, not the payment lockbox. |
| Public Works Dispatch Communications Center | 1410 20th St. SE, Building 2, Salem, OR 97302-1200 | Water, sewer, street, leak, and emergency reporting support. |
Official Salem Utility Links
Salem Water Utility FAQ
What is the Salem Water Utility phone number?
For billing and account help, call Utility Customer Care at 503-588-6099, Monday-Friday, 8:00 AM-5:00 PM. For 24/7 water, sewer, or street emergencies, call Public Works Dispatch at 503-588-6311.
How do I pay my Salem utility bill online?
Use the official portal at utilityaccount.cityofsalem.net. You can log in, sign up, enroll in AutoPay, or use One-Time Pay without registering.
What do I need for One-Time Pay?
You need the utility account number and security code located on the upper-right side of the paper bill. For online or phone payment, the service-address 4-digit ZIP may also be required.
What is the Salem utility phone payment number?
The official phone payment number listed by the City is 1-833-735-2221. Phone payment accepts VISA or MasterCard debit and credit cards.
Where do I mail a Salem utility payment?
Mail check or money-order payments to P.O. Box 2795, Portland, OR 97208-2795. Do not mail payment if your water service has already been shut off or is close to shutoff.
Where can I pay in person?
In-person payments are accepted at 440 Church St. SE, 5th Floor, Salem, OR, Monday-Friday, 8:00 AM-5:00 PM. Listed payment methods include VISA/MasterCard debit or credit card, check, money order, and cash.
What if my water service was shut off?
The past-due balance and all associated fees must be paid in full. For same-day restoration, payment must be received by 5:00 PM Monday-Friday; payment after that time may process the next business day.
Can Salem help if I cannot pay my utility bill?
Possibly. Salem lists payment plans, Emergency Utility Assistance up to $350 for 2026, and a Utility Rate Relief Program for eligible elderly or disabled customers.
Who do I call for a water leak or emergency?
Call Public Works Dispatch at 503-588-6311. Be ready with the address or hundred block, nearest cross street, damage description, photo if safe, and your contact information.
Where can I find Salem’s water quality report?
Use Salem’s Drinking Water Documents and Reports page. You can also call the Water Quality Hotline at 503-588-6323 or email Water@cityofsalem.net to request help or a physical copy.
30-Second Salem Utility Checklist
Pay: portal → account number/security code → confirm amount → save receipt.
Login: use new billing account number; old AutoPay users must enroll in new AutoPay.
Call billing: 503-588-6099, Monday-Friday, 8:00 AM-5:00 PM.
Emergency: 503-588-6311 for water, sewer, or street issues 24/7.
High bill: turn water off → check meter flow detector → repair leak → call about adjustment.