Payment Questions

Whether you have questions on paying online or in person, you've come to the right place.

Jump to Questions about Paying in Person

Questions About the Online Portal

What can I do using the online portal?

With the online portal, you can:

  • Look up your account balance
  • Sign up for paperless billing
  • Set up auto-pay payments
  • View your billing and usage history 

Why do I have to create a username and password in order to access my account?

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.

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

What information do I need to register on the portal?

To view your account information, you will also need the following:

A valid Charlotte-Mecklenburg City-County Services bill account number.

The street number where you are using the Charlotte Water service.

Example: If your address is 1234 Elm St., enter "1234". 

How do I enroll multiple accounts with the portal?

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 water bill 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. 

Is the portal secure?

Yes. We use Secure Socket Layer (SSL) for secure transmissions whenever information about you or your account is displayed.

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

What if I'm having trouble using the portal on my mobile phone?

You may need to change the settings of your cell phone to use the portal. This can include turning off pop-up blockers.


Questions About Paying In Person

Where can I make a payment in person?

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.

What do I need to make an in-person payment?

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.

What's the difference between an authorized and an unauthorized payment location?

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. 

Can I continue to pay my water bill at a Western Union location?

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

How can I get my account number?

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.