Durham Pay Water Bill: Online Portal, Phone Number, InfoSend, Assistance and Emergency Help
Durham water customers usually want a safe payment link, the correct phone number, help with the new online portal, or a way to handle a large bill before it becomes stressful. This guide brings together the official City of Durham payment portal, Durham One Call phone payment, ACH information, payment arrangements, Water Hardship help, start/stop service and emergency water or sewer reporting numbers.
Pay online
Use the official City-linked Utilities Customer Portal for water, sewer, stormwater and yard waste bills.
Pay by phone
Call Durham One Call at 919-560-1200, press option 1, and keep your 12-digit account number ready.
ACH setup
The City encourages ACH to avoid card-related fees after the payment vendor transition.
Emergency
Call 919-560-4344 for water main breaks, sewer overflows or sewer odors.
Main Official Durham Water Bill Links
How to Pay Your Durham Water Bill Online or by Phone
The City of Durham says monthly water bills include water use, annual stormwater fees and optional yard waste services. Online payment is handled through the City-linked Utilities Customer Portal.
| Payment method | Official detail | Practical action |
|---|---|---|
| Online portal | Pay through the Utilities Customer Portal. | Open the official portal and use your utility account details. |
| Pay by phone | Call Durham One Call at 919-560-1200 and press option 1. | Keep your 12-digit account number ready before calling. |
| ACH / bank account | The City asks customers to set up ACH to avoid payment fees. | Log into the official portal and review ACH setup options. |
| Customer Billing help | Customer Billing can be reached through 919-560-1200. | Call if payment is missing, posted to the wrong account, or tied to service risk. |
Durham InfoSend Utility Billing Portal: What Changed for Online Payments
The City announced that on November 3, 2025, Durham Water Management began using InfoSend for utility bill payments. Customers who use AutoPay or online payments need to enroll with InfoSend.
New online account
Utility Billing customers need to enroll in the InfoSend utility billing portal if they use online payment tools.
AutoPay check
If you previously had automatic payment, log into the current City-linked portal and confirm whether your AutoPay settings are active.
Old portal warning
The City notice said customers could no longer use or access the old Paymentus system after the vendor transition.
What Is Included in a Durham Monthly Water Bill?
Durham utility bills may include more than water. The City says monthly bills can include water use, annual stormwater fees and optional yard waste services.
| Bill line item | What it means | What to check |
|---|---|---|
| Water use | Monthly water consumption billed to the service account. | Compare usage with prior months and check for leaks if it jumps suddenly. |
| Sewer | Wastewater/sewer-related service charges where applicable. | Do not assume every increase is only from water use. |
| Stormwater | Annual stormwater fees may appear on monthly utility billing. | Review stormwater line items separately from water usage. |
| Yard waste | Optional yard waste service may be billed with the monthly utility bill. | Check whether optional service is active on your account. |
| Past due balance | Old balance or payment not yet posted can increase the total due. | Compare payment history with your receipt or portal confirmation. |
Durham Water Bill Assistance: Payment Arrangements, Payment Plans and Water Hardship Help
City of Durham Water Management says it offers practical options for customers who need support with a water bill, including payment arrangements, payment plans and Water Hardship assistance.
| Help option | Official detail | Best next step |
|---|---|---|
| Payment arrangement | Used when customers need help staying on track with a bill. | Call 919-560-1200 before the account becomes more urgent. |
| Payment plan | Residential customers can break a large balance into equal monthly installments. | Open the Payment Plan Agreement. |
| Water Hardship assistance | Listed by the City as part of utility bill assistance resources. | Open Utility Payment Assistance and follow current City instructions. |
| Large balance example | The City example says a $300 balance over six months would add $50 per month to current monthly charges. | Ask what plan length and monthly add-on amount applies to your balance. |
Start, Stop or Change Durham Water Service
If you are moving into Durham, moving out, renting, buying, selling or changing who is responsible for the utility account, use the official Water Management and Customer Billing service links instead of only making a payment.
Moving in
Use the official start-service route from Customer Billing Services. Keep your service address, move-in date, customer information and identification details ready.
Moving out
Request stop service before your move-out or closing date. A payment alone does not always end responsibility for future billing.
Report Durham Water Main Breaks, Sewer Overflows, Sewer Odors and After-Hours Emergencies
The City says to call 919-560-4344 to report water main breaks, sewer overflows or sewer odors. Water Management responds 24 hours a day, seven days a week, 365 days a year.
| Issue | Official contact | What to report |
|---|---|---|
| Water main break | 919-560-4344 | Nearest address, cross street, visible water flow and whether street/property is affected. |
| Sewer overflow | 919-560-4344 | Location, overflow type, odor, waterway/street impact and urgency. |
| Sewer odor | 919-560-4344 | Address, smell location, time noticed and whether it is inside or outside. |
| After-hours/weekend emergency | 919-560-4344 | The answering service can take a report and send on-call crews when needed. |
| Non-emergency city service | 919-560-1200 | Use Durham One Call for non-emergency city service questions. |
Durham Water Bill Phone Number, Address, Billing Support and Map
Use these official City of Durham contacts for water bill payment, account questions, payment plans, service changes, portal help, emergency reporting and Water Management questions.
Customer Billing / Durham One Call
Phone: 919-560-1200
Pay by phone: Call 919-560-1200, press option 1.
Account number: Have your 12-digit utility account number ready.
Address: 101 City Hall Plaza, Durham, NC 27701
Water Management contacts
Customer Billing: 919-560-1200
Water/sewer emergency: 919-560-4344
Administration: 919-560-4381
Fax listed for Water Management: 919-560-4827
Map shows City of Durham offices at 101 City Hall Plaza, Durham, NC 27701. For payment, use the official Utilities Customer Portal or Durham One Call phone payment.
Common Durham Water Bill Mistakes That Cause Payment Delays, Fees or Service Stress
Most payment problems can be reduced by using the official portal, confirming the 12-digit account number, checking InfoSend enrollment, and calling early when you need a plan.
| Mistake | Why it creates trouble | Better action |
|---|---|---|
| Using old payment links | Durham moved online utility payments to InfoSend after the 2025 vendor change. | Start from durhamnc.gov payment pages or the current Utilities Customer Portal. |
| Not confirming AutoPay | Online and AutoPay customers need to enroll with InfoSend after the vendor change. | Log in and confirm current AutoPay or ACH settings. |
| Calling without account number | Phone payment requires your 12-digit account number to post correctly. | Keep your bill ready before calling 919-560-1200 option 1. |
| Waiting on a large balance | A large balance can become harder to manage later. | Ask about payment arrangements, payment plans or Water Hardship assistance early. |
| Reporting emergencies through normal billing only | Water main breaks and sewer overflows need immediate routing. | Call 919-560-4344 for water/sewer emergencies. |
| Not saving confirmation | It is harder to prove payment or portal error later. | Save receipt, confirmation number, screenshot and payment date. |
Durham Pay Water Bill FAQs
These answers cover common searches about Durham water bill online payment, InfoSend portal, phone payment, account number, ACH, payment plans, assistance, water main breaks and sewer emergencies.
QHow do I pay my Durham water bill online?
Use the official City of Durham Make a Payment page or Customer Billing Services page and open the Utilities Customer Portal for water bill payment.
QWhat is the official Durham water bill portal?
The City links utility billing customers to the Utilities Customer Portal. Durham moved utility bill online payments to InfoSend on November 3, 2025.
QWhat is the Durham water bill phone number?
For water account and billing questions, call Durham One Call / Customer Billing at 919-560-1200.
QCan I pay my Durham water bill by phone?
Yes. Call Durham One Call at 919-560-1200 and press option 1. Have your 12-digit utility account number ready so the payment posts to the correct account.
QWhat payment methods can I use by phone?
The City says phone payment can be made from checking or savings account, or with Visa, MasterCard, Discover credit card, or e-check.
QWhy do Durham customers need to enroll with InfoSend?
The City announced that utility billing moved to InfoSend on November 3, 2025. Customers who use AutoPay or process utility payments online need to enroll with InfoSend.
QWhat is included in Durham monthly water bills?
The City says monthly bills include monthly water use, annual stormwater fees and optional yard waste services.
QDoes Durham offer water bill assistance?
Yes. Durham Water Management lists payment arrangements, payment plans and Water Hardship assistance for customers who need support with water bills.
QCan I request a Durham water payment plan?
Yes. The City Payment Plan Agreement says residential water customers can break a large balance into equal monthly installments added to current monthly charges until the balance is paid.
QWho do I call for a Durham water main break?
Call Water and Sewer Maintenance at 919-560-4344 to report a water main break.
QWho do I call for a Durham sewer overflow or sewer odor?
Call 919-560-4344 to report sewer overflows or sewer odors. The City says Water Management responds 24 hours a day, seven days a week, 365 days a year.
QWhere is Durham Water Management located?
Durham Water Management is listed at 101 City Hall Plaza, Durham, NC 27701.
QIs Water-Department.org the official City of Durham website?
No. This is an independent guide. Official payments, account service, payment plans, hardship assistance, start/stop service and emergency reporting must be handled through City of Durham official resources.
Official Sources for Durham Water Bill Customers
Use these official City resources for final confirmation before paying, enrolling with InfoSend, calling billing, requesting assistance, changing service or reporting a water/sewer emergency.
| Official source | Use it for | Open |
|---|---|---|
| Make a Payment | Official City payment menu for water bill, stormwater, yard waste and other city payments. | Open payment page |
| Customer Billing Services | Pay My Bill, Service Request, Utility Bill Assistance, Start Services, meter reading and billing links. | Open billing services |
| Utilities Customer Portal | Online water bill payment, InfoSend enrollment and customer payment access. | Open customer portal |
| Payment Vendor Update | InfoSend transition details, AutoPay enrollment reminder and old Paymentus access warning. | Open vendor notice |
| Utility Payment Assistance | Payment arrangements, payment plans and Water Hardship assistance. | Open assistance |
| Payment Plan Agreement | Residential large-balance payment plan request and installment explanation. | Open payment plan |
| Water Management | Water department resources, pay bill, start/stop service, report a problem and water updates. | Open Water Management |
| Contact Water Management | Customer Billing number, Water Management contacts and staff directory. | Open contacts |
| Report a Problem | Water main breaks, sewer overflows, sewer odors and urgent water/sewer reporting. | Open report page |
| Report Water Main Breaks | Water main break reporting and after-hours/weekend reporting guidance. | Open water main break page |
| Durham One Call | Non-emergency city service questions and Durham One Call options. | Open Durham One Call |
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.