Payment Questions

Existing users of the portal will be migrated to the new system with their existing username and account information.Existing users will be asked to update their password and set up Multi-Function-Authentication (MFA). MFA helps maintain security of your account by enabling an additional step to confirm each login is authorized. Customers will choose between using an Authenticator App or authenticating via text message.

Yes. The email address provided during registration is used to complete the sign-up and serve as the login credential for the portal. A customer can log in, click on “Edit Profile” and edit the email address. The new primary email will become the primary login email for future access to the portal. Customers that created a username before 2025 may have created a username that isn’t an email address. In this case, those customers may need to log in first with the email address from their previous login to change their preferred email address.

When you create a username and password, it makes sure that only you (or others you allow) have access to your account. We also use your username to securely store your account information and settings in your user profile. An email address can only be used once.

Yes. You can select a new authentication method during registration or update your existing MFA setup in “Profile & Preference Settings”. Available options include an Authenticator App, E-mail, or SMS. Follow the prompts to complete the update and ensure you confirm the changes through the verification process. This helps maintain the security of your account.

You can add other accounts after you register with a username and email address. To add the first account, click "Register" to view and/or pay your bill. Follow the steps to confirm your account. Once the first account is set up, you'll see a new button allowing you to add other accounts. To add accounts, click "Add Multiple Accounts" and follow the instructions.

Yes. Click on the “Switch Accounts” link on the right of the page. Then click the “Add Nickname” link to assign a nickname to an account. The nickname will appear next to the customer's name at the top of the “Account Overview” page.

Mobile Quiet Hours allows you to specify a period of time during which account notifications will be muted or silenced. You can enable this feature by navigating to “Edit Profile” and following the prompts for “Change Quiet Hour Time.”

• Yes. To share an account, the account owner must enter the name and email address of the individual with whom they wish to grant access. This individual is referred to as the shared recipient. The account owner will then select the level of access for the shared recipient. The access role assigned will determine which features and data the shared recipient can view and interact with on the account within the portal. The individual will receive an email with instructions on how to login. 

• Examples: 

• A college student can share their account with a parent. 
• A property manager or business accounts payable staff can share access with a co-worker or add a group email address.  
• A renter can share their account with a landlord who also has an online portal profile.

• Sharing an account offers three access levels:
  • Make Payments Only: This access level allows the shared recipient to make payments on the shared account. The shared recipient cannot view or use payment methods stored on the account owner's profile. 
  • Limited Access: This access level allows the shared recipient to view information for the shared account in the portal. However, the shared recipient cannot make payments, initiate a moving service request, or update program enrollments. The shared recipient can make limited updates to the profile and create service requests on behalf of the account owner through the “Customer Center”. 
  • Full Access: The shared recipient has the same level of access as the account owner. They can make payments, manage program enrollments, and create moving service requests. Essentially, the shared recipient can perform all actions available to the account owner within the portal. However, like the other access levels, they cannot view or use payment methods stored on the account owner’s profile.

• Note: To stop sharing an account, the account owner can click the “Stop Share” link, which will remove the shared recipient’s access to the account.

• From the “Account Summary” screen click "Enroll" next to eBill (Paperless Bill) under the “Customer Enrollments section”. You can also find Paperless Bill or eBill under the "Billing" portion of the main menu. 
• On the enrollment screen, enter the email you would like to use for your "Paperless Bill" email. After reviewing the Terms & Conditions, click "I Agree" to continue with enrollment. 
• If the email you provide has not been verified, you will need to enter the code sent to that email address to confirm that it is a legitimate address. Click "Continue" to confirm enrollment. 
• Please note that paperless billing is account specific and you will need to complete a separate enrollment for each of your registered accounts.

• Customers are eligible for Auto Pay if they meet the following requirements:
  • Must have a current bank account (checking or savings) at a financial institution where the payment will be withdrawn.
  • Account must be paid in full without arrears or pending payment plan.
  • Account must be active.
  • Any customer removed from Auto Pay due to returned payment activity (non-sufficient funds) must have good payment history for a consecutive 12-month period before re-enrolling.
• To enroll, go to payments then Auto Pay. Review the details and select “Auto Pay Type”. Fixed Payment is to pay a specific amount of money you choose. “Automatic Payment” is to pay the amount due each billing cycle.
• Select the payment frequency, and day of the week to process payment.
• Once enrolled, you will receive confirmation. 
• Please note that you cannot cancel an automatic payment within one day of its processing. Please allow a full billing cycle for auto pay to begin if you enroll less than 5 days before the bill’s due date.

Yes. Customers can access the Pay-By-Text option by clicking on the “Payments” menu. The customer will be offered notification preferences.

Try the CLTWater Hub app. Go to the app store on your device, search CLTWater Hub, and download.

Changes made in “Wallet” will not take effect until your next scheduled payment.

Yes. Customers with apple devices can use Apple Pay. Android devices as well as Chrome and Edge browsers can use Google Pay.

Not at this time.

If the email address isn’t accessible, you can call 311 or 704-336-7600 and ask for assistance which may include deleting the account portal profile so you can set it up again under a new email address. Consider using an email address that can be accessed by more than one person/employee or share access to your account with a secondary email address to ensure you’re able to access your account.

These requests can be completed through the online portal or CLTWater Hub app. You can also dial 311 or 704-336-7600 for assistance.

Yes. You can request a payment arrangement through the online portal or CLTWater Hub app. A payment arrangement can be started from the “Account Overview” page through the “Payments” menu or the “Payment Arrangement” link in “Enrollments”.

Yes. Customers can go to the “Customer Center” and choose “My Requests” to see opened and closed requests that were generated through the portal or CLTWater Hub app. You can generate a new request by clicking on the blue “Create Request” button. Please call 311 or 704-336-7600 24/7 to report emergency water main breaks or wastewater overflows.

Try refreshing the page or clearing your browser cache. If the problem continues, dial 311 or 704-336-7600 for assistance.

You can make a payment at an authorized retail cash payment location, including:

• 7-11
• CVS
• Family Dollar
• Walmart
• Walgreens

In-person payments can also be made at the Charlotte-Mecklenburg Government Center (600 E. Fourth St.) between 8 a.m. and 5 p.m., Monday through Friday.

You must have a pay slip in order to make a payment at an authorized EZ-Pay location.

• Pay slips can be printed from a computer or shown on your mobile device.
• You will need your account number and street address to create a pay slip.

Only authorized locations will process payments on the same business day. However, the payment will need to be made before 5 p.m. to process the same day.

Yes. Please note, payments made at unauthorized locations may not process on the same business day.

Account numbers can be found:

• On a monthly bill.
• By logging in to the Charlotte Water online portal.
• In the paperless billing reminder email.

You can also call 311 (704-336-7600) and we can provide your account number over the phone.