City of Durham Water Bill Pay: Online Portal, Phone Payment, InfoSend, ACH, Assistance and Service Help
Durham water customers now need to understand more than one payment option. The City uses an online utility customer portal, phone payment through Durham One Call, cashier locations, mailed checks, InfoSend enrollment, AutoPay setup and assistance programs for customers who need extra time or help. This guide explains the official links and the practical steps in one place.
Pay online
Use the official Utility Customer Portal for water, sewer, stormwater and optional yard waste charges.
Pay by phone
Call 919-560-1200 and choose Option 1. Keep your 12-digit utility account number ready.
Pay in person
Cash payments are listed at Mist Lake, 1600 Mist Lake Drive, or at City Hall.
Need help?
Durham offers Payment Arrangements, Payment Plans and Water Hardship Assistance for eligible customers.
Main Official City of Durham Water Bill Links
How to Pay Your City of Durham Water Bill
Durham water bills can include monthly water use, annual stormwater fees and optional yard waste services. The City lists online, phone, cash and mail payment options.
| Payment method | Official detail | Practical action |
|---|---|---|
| Online portal | Utility payments can be made online through the City’s customer billing and account portal. | Open the Utility Customer Portal. |
| Phone payment | Call 919-560-1200, Option 1. | Keep your 12-digit account number ready so payment posts to the correct account. |
| In-person cash payment | Cash payments are listed at Mist Lake, 1600 Mist Lake Drive, or at City Hall. | Use this when you need cashier support or prefer cash payment. |
| Mail payment | Mail check or money order with payment stub to City of Durham, P.O. Box 738527, Dallas, TX 75373-8527. | Mail early and include your stub/account information. |
| ACH / bank draft | The City recommends ACH/bank draft to avoid the credit card processing fee. | Enroll in InfoSend and add bank account/routing details securely. |
Durham InfoSend Utility Portal: Enrollment, AutoPay and ACH Setup
The City of Durham began using InfoSend for utility billing online payments on November 3, 2025. Customers who use online payment or AutoPay may need to enroll their utility account in InfoSend.
| InfoSend item | Official guidance | Practical step |
|---|---|---|
| Enrollment | Utility customers need their current utility account number and billing zip code. | Keep your current bill nearby before opening the portal. |
| AutoPay | Customers previously enrolled in AutoPay need to re-enroll with InfoSend. | Do not assume old AutoPay settings transferred automatically. |
| Current balance | Setting up AutoPay does not automatically pay the balance currently due. | After setting AutoPay, pay your current balance separately if due. |
| Payment details | ACH or credit card numbers were not transferred from the old vendor. | Enter payment information again only inside the official InfoSend portal. |
| Billing history | Billing history information was transferred. | Check your account after enrolling to review history and balance. |
City of Durham Water Bill Pay by Phone
Durham phone payment goes through Durham One Call. The City says customers should have the utility bill handy because the 12-digit account number is needed to ensure the payment posts correctly.
Phone payment number
Call: 919-560-1200
Choose: Option 1 for utility billing/payment.
The interactive voice response system walks customers through the payment process.
Accepted payment types
The City says customers can make phone payments from a checking or savings account, Visa, MasterCard, Discover credit card, or e-check.
Keep confirmation proof until your account updates.
Durham Water Bill Assistance: Payment Arrangement, Payment Plan and Water Hardship
If you cannot pay your Durham water bill on time, do not wait until the account becomes urgent. Durham Water Management lists short-term extensions, installment payment plans and Water Hardship Assistance for eligible customers.
| Help option | What it does | Important details |
|---|---|---|
| Payment Arrangement | A one-time due-date extension for the current bill. | Choose 5, 10 or 15 days. Residential customers only. Not eligible if you broke a previous arrangement within the last 6 months. |
| Payment Plan | Equal monthly installments for a large past-due balance. | Plan options include 3, 6 or 9 months, with other terms if approved. |
| Monthly hardship credit | Qualifying customers may receive a $10 water plus $10 sewer credit each month. | Documentation must be submitted annually to keep credits active. |
| Situational hardship | The City may cover up to 75% of an eligible outstanding balance. | Customer pays at least 25%. Assistance is generally limited to no more than two billing periods of average usage, except promptly repaired unanticipated leaks. |
Start Durham Water Service and Use Your 12-Digit Account Number
When service begins, Durham customers receive a 12-digit account number. The City explains that the first six digits are unique to the customer and the last six digits relate to the property address.
Start water service
Use the official Start Service page when opening a water account. Once your first bill is generated, the online portal becomes available.
What your account number does
Your 12-digit account number is used to make payments, view bills, sign up for e-billing and use text-to-pay options inside the customer portal.
Durham Water Bill Due Dates, Late Charges, Estimated Bills and Back Billing
Durham bills are processed monthly after the water meter is read. The City says unusually high readings are double checked before bills are mailed, and customers can call customer service if a bill appears incorrect.
| Billing issue | Official detail | Customer action |
|---|---|---|
| Monthly processing | Bills are processed monthly the next business day after the water meter is read. | Review service dates and meter reading period on your bill. |
| Due date | Payment is due 21 days after the billing date on the statement. | Set reminders before the 21-day deadline. |
| Late charge | A 1% late charge accrues on the unpaid balance if not paid within 21 days. | Use a payment arrangement if you need short-term time. |
| Estimated bill | An estimated bill can happen if the City cannot get an actual meter reading due to a damaged meter, transmission issue or inaccessible meter. | Keep the meter area clear and call if you see unusual back-billing. |
| High reading | Unusually high readings are double checked before bills are mailed. | Check for leaks and compare usage history before disputing. |
City of Durham Water Bill Phone Number, Mailing Address, Cashier Locations and Map
Use these official City of Durham details for water bill payment, customer billing questions, InfoSend enrollment, payment arrangements, hardship help and account support.
Customer billing
Phone: 919-560-1200
Phone payment: Call 919-560-1200, Option 1.
City Hall: 101 City Hall Plaza, Durham, NC 27701
Water Management: Department support and staff directory are available through the official Water Management contact page.
Mail and cash payment
Mail payment:
City of Durham
P.O. Box 738527
Dallas, TX 75373-8527
Cashier payment: Mist Lake, 1600 Mist Lake Drive, or City Hall.
Map shows Durham City Hall at 101 City Hall Plaza, Durham, NC 27701. For fastest water bill payment, use the official Utility Customer Portal or call 919-560-1200, Option 1.
Common Durham Water Bill Payment Mistakes That Cause Delays or Extra Fees
Most problems can be avoided by using official links, enrolling correctly in InfoSend, updating AutoPay, using ACH if you want to avoid card fees, and calling early when you need payment help.
| Mistake | Why it creates trouble | Better action |
|---|---|---|
| Using old payment links | Durham moved utility bill online payments to InfoSend in November 2025. | Start from durhamnc.gov or the official Utility Customer Portal. |
| Assuming old AutoPay transferred | The City says previous AutoPay settings did not transfer automatically. | Enroll with InfoSend and set up AutoPay again. |
| Setting AutoPay but not paying current balance | The City says AutoPay setup does not pay a balance already due. | Set AutoPay, then pay the current balance separately if due. |
| Using credit card after March 31, 2026 without checking fee | Credit card utility bill payments incur a 3.15% processing fee after that date. | Use ACH/bank draft if you want to avoid the card fee. |
| Calling without account number | Phone payment needs the 12-digit utility account number. | Keep your bill in front of you before calling 919-560-1200. |
| Waiting too long for help | Payment plans, arrangements and hardship help have rules and eligibility requirements. | Apply before the account reaches disconnection stress. |
City of Durham Water Bill Pay FAQs
These answers cover common searches about Durham water bill online payment, phone number, InfoSend, AutoPay, ACH, credit card fees, mail payment, customer billing, assistance and start service.
QHow do I pay my City of Durham water bill online?
Use the official City of Durham Make a Payment page or Customer Billing Services page and open the Utility Customer Portal for online water bill payment.
QWhat is the City of Durham water bill payment phone number?
Call Durham One Call at 919-560-1200 and choose Option 1 for utility bill payment.
QWhat account number do I need to pay by phone?
You need your 12-digit utility account number so the payment is posted to the correct account.
QWhat payment portal does Durham use now?
The City began using InfoSend for utility billing online payments on November 3, 2025. Utility customers may need to enroll with their current utility account number and billing zip code.
QDo I need to re-enroll AutoPay in Durham?
Yes, if you used AutoPay before the InfoSend change, the City says AutoPay settings from the prior vendor did not transfer automatically. You need to enroll and set up AutoPay in InfoSend.
QDoes setting up AutoPay pay my current Durham water bill balance?
No. The City says setting up AutoPay will not pay a balance that is currently due. Set up AutoPay, then pay the current balance separately if needed.
QIs there a credit card fee for Durham utility bill payments?
Yes. The City says utility bill payments made by credit card after March 31, 2026 incur a 3.15% processing fee.
QHow can I avoid the Durham utility payment credit card fee?
The City recommends changing the payment method to bank draft/ACH. You need your bank account number and routing number when setting up ACH in the official portal.
QWhere do I mail my City of Durham water bill payment?
Mail check or money order with payment stub to City of Durham, P.O. Box 738527, Dallas, TX 75373-8527.
QWhere can I pay my Durham water bill in person?
The City lists cash payment at the cashiering counter at Mist Lake, 1600 Mist Lake Drive, or at City Hall.
QWhen is a Durham water bill due?
Payment is due 21 days after the billing date on your statement. If the amount due is not paid within 21 days, a 1% late charge accrues on the unpaid balance.
QCan I get a due-date extension for my Durham water bill?
Yes, eligible residential customers may request a Payment Arrangement, which is a one-time extension of 5, 10 or 15 days for the current bill.
QCan I get a payment plan for a past-due Durham water bill?
Yes. The City lists Payment Plans with equal monthly installments for large past-due balances. Plan options include 3, 6 or 9 months, with other terms if approved.
QWhat is Durham Water Hardship Assistance?
Water Hardship Assistance may provide monthly credits to qualifying customers or one-time situational hardship help for eligible outstanding balances, subject to City rules.
QHow do I start Durham water service?
Use the official Start Water Service page. After your first bill is generated, use the 12-digit account number to access the online portal, make payments, view bills, sign up for e-billing and use text-to-pay options.
QWhy did I receive an estimated Durham water bill?
The City says estimated bills may happen when an actual meter reading cannot be obtained because a meter is damaged, not transmitting data, or inaccessible due to debris or vegetation.
QIs Water-Department.org the official City of Durham website?
No. This is an independent guide. Official payments, account support, disconnection decisions, payment plans, assistance and service requests must be handled through the City of Durham and its official resources.
Official Sources for City of Durham Water Bill Pay Customers
Use these official City resources for final confirmation before paying, enrolling in InfoSend, setting up ACH, requesting assistance, starting service or contacting customer billing.
| Official source | Use it for | Open |
|---|---|---|
| Make a Payment | Official City payment overview for water bills, stormwater, yard waste, assessments and other city payments. | Open payment page |
| Utility Customer Portal | Online water bill payment, InfoSend account enrollment, AutoPay and payment method management. | Open portal |
| Customer Billing Services | Payment methods, phone payment, mail address, due dates, late fees, billing processing, ACH and customer billing questions. | Open customer billing |
| Utility Bill Assistance | Payment Arrangements, Payment Plans and Water Hardship Assistance. | Open assistance page |
| Start Water Service | New water service, account number details, online portal access after first bill, e-billing and text-to-pay information. | Open start service |
| Contact Water Management | Customer billing phone, staff directory, Water Management contacts and department routing. | Open contact page |
| Pay By Phone FAQs | Phone payment questions, IVR payment guidance and phone payment concerns. | Open phone FAQ |
| InfoSend Vendor Change Notice | InfoSend transition details, enrollment rules, AutoPay re-enrollment and payment information transfer warnings. | Open notice |
Pay Smarter, Check High Bills, Start Service, Avoid Shutoff and Find Official Water Department Links
Use this free tool before paying a water bill, setting up autopay, starting or stopping service, checking a high bill, requesting leak help, or looking for the official water department portal. It gives practical next steps without collecting your account number or personal details.
What water bill or service problem do you need to solve?
Choose your situation. The tool will suggest the safest next step, what to prepare, and which official page to check first.
Start from the official water department, city, county or utility website before entering account details. Avoid random payment ads and look-alike bill pay sites.
Before paying a very unusual bill, check meter reads, toilet leaks, irrigation use, estimated bills, late fees, and whether your utility offers a leak adjustment.
Water Bill Payment Route Helper
Choose how you want to pay. The tool will tell you what to prepare and the safest payment path.
High Water Bill Checker
Compare your normal bill with the new bill and get a practical investigation path before calling customer service.
Leak Check and Adjustment Checklist
Use this before requesting a leak adjustment, disputing a bill, or calling the water department about high usage.
Start, Stop or Transfer Water Service Helper
Use this before moving, opening a new account, closing an old account, or transferring service to another address.
Past Due, Shutoff and Reconnection Helper
Use this if your account is late, disconnected, at risk of shutoff, or you need a payment plan or assistance program.
Simple Water Usage Cost Estimator
Estimate a rough bill from base charge, usage units, rate per unit, sewer charge, stormwater fee and service fees. Official tiered rates may be different.
Official Water Department Resource Finder
Enter city/utility and state to create safe searches for the official water bill portal, phone number, outage page, assistance, start service, leak adjustment, and Water-Department.org guide.
Water Department vs Payment Processor
- Water department: account help, service start/stop, leaks, repairs, shutoff, assistance.
- Payment processor: card/eCheck payment screen, payment fee, confirmation number, posting time.
Best sitewide placement
Add this tool after the main payment section or before FAQs. It helps users solve the next problem after reading the article.
Important safety note
This tool gives educational guidance only. Always confirm payment portals, phone numbers, account balance, assistance rules and reconnection steps with the official water department or utility.