Charlotte Water

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Online Bill Pay Help and Frequently Asked Questions


 

Note: The online bill pay site is optimized for current versions of Internet Explorer 11, Microsoft Edge, Google Chrome, Apple Safari (iOS), and Mozilla Firefox. Customers that have not updated internet browsers may experience errors.

The City of Charlotte is offering an electronic billing and payment service “My Water Account” as a convenience option to you, our valued customer. If you opt for electronic billing or payment you will be directed to the site of one of the City’s vendors to process the transaction.  Depending on the type of transaction you select, an approved third party vendor will be involved including Kubra and Western Union.  You may view Kubra’s and Western Union’s Privacy Policies by clicking on the links below.

Notes:

  • Disable pop-up blocker and allow cookies to access. Safari (iPhone, iPad, iOS) "settings" should be set to allow cookies and disable pop-up blocker to access bill and other details. 
  • This portal is optimized for current versions of Internet Explorer 11, Microsoft Edge, Google Chrome, Apple Safari (iOS), and Mozilla Firefox. Customers that have not updated internet browsers may experience errors.  

Kubra  

Western Union 

 Enrollment

The new portal offers you the freedom to view general account information about your City-County services bill (water/wastewater/stormwater), and/or schedule a payment or pay your bill online anytime 24 hours a day seven days a week. 

  1. You can view billing, payment, and consumption history.
  2. You can sign up for paperless billing to receive, view and pay your bills online or via texting.
  3. You can schedule or set up automatic payments on your bill.
  4. You can access your account information 24 hours a day.
  5. If you have more than one utility account, you can view them all in one place.​

  1. Go to www.charlottewater.org and click "register" in the account login area.
  2. All you need to sign up is a unique username and valid email address. However, to view your account information, you will also need the following:
    1. A valid Charlotte-Mecklenburg City-County Services bill account number, PLUS one of the following:
      1. The STREET NUMBER where your Charlotte Water services is located (example: if your address is 1234 Elm Street, enter "1234")
      2. The corresponding last four digits of the account holder's Social Security number or Federal Tax ID​

​It is located in the upper right-hand corner of your paper bill.​

 This information is used for security purposes. However, you may choose to enter the street number of the address associated with your account rather than entering the last four digits of your Social Security number.

Examples:

  • If your address is 123 Oak Street, enter "123."
  • If your address includes special characters like 123-A Oak Street, enter "123."​

We want your online experience to be as simple and convenient as possible. When you create a username and password, it ensures that only you (or others you designate) have access to your account information. We also use your username to securely store your account information and preferences in your user profile.

Please note that usernames cannot be an email address. This enables you to change your email address in your profile without having to change your login.

To prevent emails from hiding in a Spam / Junk filter, you can add customercare@ci.charlotte.nc.us as an exception or as an approved email address.

You have the option to add other accounts after you register with a username and valid email address. To add the first account, click "Register" to view and/or pay your bill. Follow the steps to confirm your water bill account. Once the primary account is set up, a button allowing you to add other accounts displays.

To enroll or link multiple accounts click on "Add Multiple Accounts" gray bar and follow the instructions. ​

Charlotte Water uses Secure Socket Layer (SSL) for secure transmissions whenever information about you or your account is displayed. SSL applies encryption between two communicating applications, such as your computer and our corporate Internet server. When your data is transmitted over the Internet, it is encrypted or "scrambled" at the sending end and then decrypted or "unscrambled" at the receiving end.

Additionally, the portal requires that you choose a unique username and password; thereafter, each time you sign on, your identity is confirmed by a series of authenticating steps. After authentication, the portal uses a "cookie" to identify you throughout your session. ​

No. In order to enroll in paperless billing (electronic billing), you must first register your email address, then link a "City-County Services Bill account." Next, click the "Go Paperless" button and select "Confirm" to complete the process. As the term paperless billing suggests, your City-County Services bill will only be available online after you enroll and the mailing of a paper bill will be suspended. If you choose to discontinue paperless billing and start receiving paper bills again, click the UNENROLL button next to the account number to cancel your enrollment in Paperless Billing.

Please note that unenrolling from paperless billing:

  • Reverts you back to receiving a paper bill within two months
  • Removes all banking/account information on this website associated with paying previous paperless bills
  • Removes access to view non-current bills online
  • Removes scheduled and recurring payments including upcoming payments
  • Removes email notifications about paperless bill and payments

Please contact CharMeck 311 (dial 311 or 704-336-7600) Monday through Friday 7:00 a.m. to 7:00 p.m. 

 Forgotten username or password​

  1. If you forget your username, click the "Forgot Username?" link in the sign-in box.
  2. Enter the email address associated with your portal account.
  3. If the email address you enter matches what you entered when you created your username, your username will be sent automatically to you via email.
  4. If no email is received, and/or if login issues persist, please contact CharMeck 311 (dial 311 or 704-336-7600) Monday through Friday 7:00 a.m. to 7:00 p.m.​

  1. If you forget your password, click the "Forgot Password?" link in the sign-in box.    
  2. Enter the email address associated with your profile and click "submit."    
  3. If the email address you enter matches what you entered when you created your username, a temporary password will be sent automatically to you via email.    
  4. If no email is received, and/or if login issues persist (such as your portal account becomes locked), please contact CharMeck 311 (dial 311 or 704-336-7600) Monday through Friday 7:00 a.m. to 7:00 p.m.​

  1. Navigate to your username profile using the "Account" drop-down navigation link in the upper part of the web portal page.    
  2. Enter your new password in the "new password" and "confirm password" fields.    
  3. Click "Save" to save your changes.

  1. Navigate to your username profile using the "Account" drop-down navigation link in the upper part of the web portal page.
  2. Select a security question from the "new security question" drop-down menu.     
  3. Click "Save" to save your changes.
  1. Navigate to your username profile using the "Account" drop-down navigation link in the upper part of the web portal page.
  2. Enter matching answers in the "new security answer" and "confirm security answer" fields
  3. Click "Save" to save your changes.

​If you fail to provide the correct answer to your security question after three failed attempts to enter the correct password, you will be locked out of the portal. If this happens, call CharMeck 311 and someone will unlock the portal for you.

 Changing your profile information/service requests

Your profile containing your email address and other personal information was created and stored when you registered.

  1. Navigate to your username profile using the "Account" drop-down navigation link in the upper part of the web portal page.  
  2. To change your email address, enter matching email addresses in the "New Email Address" field and in the "Confirm Email Address" fields
  3. Click "Save" to save changes.
  4. Account information on the left side can only be changed by calling CharMeck 311 (dial 311 or 704-336-7600) Monday through Friday 7:00 a.m. to 7:00 p.m.

 Billing and payment

Yes. My Water Account offers you the ability to view 24 months of your bill, payment, and consumption history. After you link an account, go to the Make a Payment page to review payment options.​

Paperless billing with automatic monthly payment
The easiest way to pay your Charlotte-Mecklenburg City-County Services Bill is to enroll in paperless billing and select the AutoPay option. Your balance due will be automatically deducted from your bank account (checking or savings) each month.

When signing up for AutoPay, you will be asked to select your payment date. The payment date options are:

  • Due date
  • Day the bill arrives
  • 2 to 10 days prior to the due date.

For added convenience and control, the AutoPay option allows you to set an account payment threshold. For example, if you set an account payment threshold of $150 and your monthly bill exceeds that amount; your City-County Services bill will not be paid until you electronically authorize payment online for that month.

All future bills will be automatically paid unless you choose to set an expiration to the AutoPay.

Note: your current balance will not be paid when an AutoPay is scheduled. AutoPay depends on receiving a new bill to start the payment process.

Paperless billing with one-time payment
You can electronically authorize your payment at your convenience. Payment Options include:

Pay within 2 business days from current date, select a future date or the due date. For either of these payment options, you can choose to have your payments deducted from either a checking or savings bank account only. Note: A credit card option is not available for this payment selection.

Make an immediate payment with near real-time reporting using a credit card, debit card or electronic check with Western Union Speed Pay®. Western Union Speed Pay charges a $1.85 convenience fee for this service. To make a one-time payment, go to Make a Payment page and select Western Union Speed Pay.

Note: If your payment is past due and you need payment to be credited immediately to your account, then Western Union Speed Pay is your best choice.

Paying by mail
Paying your City-County Services bill by mail remains an option, but it is not recommended if you sign up for paperless billing. This option could prevent your payment from posting in a timely manner, particularly when payment is mailed late or just within a few days of the payment due date.

Posting payments to your account
The fastest way to get a payment posted to your account is to pay in person or to use Western Union SpeedPay®. Western Union SpeedPay charges a $1.85 convenience fee for this service. If a delinquent payment causes a service interruption, a payment for the full delinquent amount must be posted to your account before service can be restored.


Yes. For security and privacy of transactions, enrollment requires a username and password to log on to the online billing service. The portal uses 128-bit encryption to protect the transfer of data.​

Yes. There are three ways to have your utility bill automatically paid each month:    

  1. Paperless billing on the web portal (recommended option)   
  2. Automatic bank draft with the City of Charlotte.    
  3. The online banking service offered by your bank or credit union. 

Note: If you are already enrolled in one of these automatic payment options and would like to change, please remember to stop the current payment process so your bank account is not drafted twice for the same bill.

For added convenience and control, the AutoPay option allows you to set an account payment threshold. For example, if you set an account payment threshold of $100 and your water bill exceeds that amount; your monthly bill will not be paid. You will need to electronically authorize the payment for your City-County Services Bill account online that month.

Once you set up AutoPay, all future bills will be automatically paid unless you choose to set an expiration date.​

​No. Once you sign up for paperless billing, you will no longer receive paper bills in the mail.​

You can receive email or text notifications. To update preferences, select Account from the drop-down menu at the top of the screen and then Notifications & Reminders.

Note: If you do not receive an email notification, please verify the notification is not in your SPAM, JUNK or BULK mail folders. Be sure to add our email address (customercare@ci.charlotte.nc.us) to your approved senders list so your Internet Service Provider will accept these monthly email reminders. If you do not receive the notification, your bill can still be viewed by logging in at www.charlottewater.org .

You may make payments through Western Union Speed Pay any time. Once you are enrolled in paperless billing and you receive your first electronic bill, then you may pay your bills using your checking or savings account. ​

Before you can pay your bill online, you will need to provide your bank account information. When you make your first payment, you will be asked to enter your checking or savings account information.

Note:

  • Be sure to enter all the digits of your routing number and account numbers, including any leading zeros.
  • Customers may be able to find their bank's routing numbers by going to http://www.routingnumbers.org/

You can pay online or by phone at 704-336-7600 by credit card using Western Union SpeedPay. SpeedPay charges a $1.85 convenience fee for using this service. For your convenience, this service is available 24 hours a day, 7 days a week.

Go to Payments drop-down menu on the top of the page. Select Make a Payment and then select Western Union SpeedPay.

Note: If your payment is past due and you want your payment to be credited to your account immediately, then Western Union SpeedPay is your best choice.

​Yes, you may pay your bill using Western Union SpeedPay.

Note: Other options are available after you receive your first paperless bill.

You may view your billing history, payment history, and consumption history. If you are enrolled in paperless billing, then you may view pdf images of your past bills. Customers that aren't enrolled in paperless billing can see their current water bill by clicking the "View" button on the homepage.​

Please contact CharMeck 311 (704-366-7600 if you are outside Mecklenburg County) for any issues with your payment. CharMeck 311 is open Monday through Friday 7:00 a.m. to 7:00 p.m. Please provide specific information about the payment you are disputing. We will need to have the date of the payment, the payment amount, and the confirmation number.​

There may be businesses in your area that offer to accept City of Charlotte payments, but they are doing so without authorization from the City of Charlotte. If payments are made at these unauthorized locations, the City of Charlotte cannot guarantee your payment and cannot validate your receipt number. The City of Charlotte is not responsible for the merchant's timeliness or accuracy in recording your payment. Help protect the security of your payment by using one of the authorized payment locations. ​

​Scheduled payments (both one-time and recurring) will still be processed. If you do not want this to happen, you should cancel any scheduled payments prior to canceling your enrollment.​

Before the scheduled payment date, your payment activity page will show the payment as scheduled. When the scheduled payment is submitted to the payment processor, your payment activity page will show that the payment as pending. After the payment processes, your payment activity page will show that the payment is either approved or rejected.

​You may cancel a payment as long as it is listed on the payment activity page as scheduled. Please remember that failure to pay your utility bill by your due date could result in disconnection of your water service.​

Prefer handling business by texting? Receive payment alerts and pay water bill by replying with a unique code. Text to Pay requires enrolling in paperless billing. Payments are made through checking or savings accounts and will be processed within two business days.

KUBRA is the service provider for text-to-pay. Enrollment requires your account information providing a mobile phone number. The mobile phone number's verification is done by our double opt-in process. We will send you a PIN number to your mobile phone over SMS when you submit your enrollment request from the website, then you need to enter the PIN on the website to activate the service. Depends on the options you select in the "Notification & Reminders" section, you may receive different types of notifications. Message & data rates apply. Customers will be allowed to opt out of this program at any time.

You can contact us at 1-800-766-6616, email to clientsupport@kubra.com, or at any time from your mobile phone, text "HELP" to 99708. We can answer any questions you have about the program.

To stop the messages coming to your phone, you can opt out of the program via SMS. Just text the word "STOP" to 99708. You will receive a one-time opt-out confirmation text message. After that, you will receive no further messages.

By participating in KUBRA mobile program, you are agreeing to the terms and conditions.

​Yes. Enroll in paperless billing and select the type of notifications you wish to receive. If you prefer to receive a pdf of your water bill via email you can also include a password to lock the pdf. The password is optional and can only be changed by the customer.

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