Raleigh Launches New Water Billing Portal, Payments Paused Week

Raleigh Water is upgrading its customer billing system and will take the current platform offline at 5:00 p.m. on Friday, Nov. 7. The new Raleigh Water Self Service portal is scheduled to launch at 8:30 a.m. on Wednesday, Nov. 12, and the city has warned customers to expect a blackout on payment and account services during that interval.

From Nov. 7 through Nov. 11 customers will not be able to make online, phone, or in person payments using the existing portal. Service requests to start, stop, or transfer service cannot be submitted during the outage. Processing of financial assistance requests under Project Share will be suspended while systems are offline. The city said that call center access to account details will be limited and that the call center will be closed on Nov. 10 and Nov. 11. Emergency services remain operational and the emergency phone line will be available at 919 996 3245.

City officials framed the upgrade as an effort to provide a more secure and user friendly account management experience. To reduce the immediate impact on customers the city has suspended late fees and service disconnections beginning Nov. 7 and continuing until further notice. The suspension is intended to give households time to transition without facing penalties.

The rollout carries particular operational details that customers must note. Autopay subscribers will need to re enroll in the new portal after launch. Customers who pay through bank bill pay will not be affected and should ensure scheduled payments remain in place. Because Project Share processing will be paused during the migration, households that rely on that assistance should plan accordingly and follow the city for updates on resumption.

To assist customers the city is hosting in person registration events and drop in help sessions across Raleigh and in the communities integrated into Raleigh service operations including Garner, Knightdale, Rolesville, Wake Forest, Wendell, and Zebulon. The city has posted a portal frequently asked questions page and established a dedicated email address at RaleighWaterSelfService@raleighnc.gov for customer inquiries.

For Wake County residents the outage is a reminder of the operational complexity of municipal service upgrades and the importance of clear communication and targeted outreach. The city has taken steps to protect customers from immediate penalties, but the pause in assistance processing and limited call center access underscore the need for residents who may face barriers to internet access to seek help at the scheduled in person events or to use unaffected payment channels until the new portal is fully running.