Durham Water Bill Pay: Official InfoSend Login, Phone, Fees, AutoPay & Assistance Guide

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Durham water bill pay guide

Pay Durham Water Bill, Use InfoSend, Avoid Fees, Start Service or Get Help

Use this guide to choose the right City of Durham water-bill action: pay online, pay by phone, avoid card fees with ACH, start or stop service, request assistance, check a high bill, or prevent disconnection.

Phone: 919-560-1200 Portal: InfoSend / OnlineBiller Office: 101 City Hall Plaza
Bill → account number → InfoSend portal → ACH/card → receipt.
Pay Water Bill InfoSend Portal Billing Help Call 919-560-1200

Pay once

Use the official Make a Payment page, then open the Utilities Customer Portal. Keep your utility bill ready.

Avoid card fee

Durham says credit card utility payments after March 31, 2026 have a 3.15% processing fee. ACH or check avoids it.

Call when urgent

If cutoff, reconnect, payment posting, or service status is urgent, call 919-560-1200 instead of relying on slow mail.

Start here: choose the right Durham water-bill action

Most users need one direct route. Use this table before opening the portal so you know what to prepare and which City link belongs to your task.

User need
Best route
Prepare first
Official action
Pay water bill online
Make a Payment → Utilities Customer Portal
Account number, billing ZIP code, balance, payment method.
Open payment page
Enroll in AutoPay / ACH
InfoSend customer portal
Current utility account number, billing ZIP code, bank routing and account number.
Open InfoSend
Pay by phone
Durham One Call option 1
12-digit account number and payment method.
Call 919-560-1200
Start water/sewer service
Application for Water/Sewer Utility Services
Start date, service address, ID details, ownership/lease documents if needed.
Start service
Stop service
Request to Stop Service
Account number, stop date, forwarding address.
Stop service
Need help paying
Utility Bill Assistance
Bill, account number, contact info, balance, hardship details.
Open assistance
Privacy rule: do not enter card numbers, bank details, SSN, passport, tax ID, PIN, password, or full account credentials on this guide. Sensitive data belongs only on the City’s official encrypted forms or official payment portal.

How to pay your Durham water bill online

The City’s Make a Payment page is the safest starting point because it links to the official Utilities Customer Portal for City water bill, stormwater and yard-waste related charges.

City of Durham water bill payment page showing official utility billing portal for online payments
Helpful visual reference for finding the official City of Durham water bill payment page and utility billing portal. Use the official City link for the latest payment options and account actions.

Image description: This image helps users identify the official Durham water-bill payment route before opening the utility billing portal. It is a user-help visual reference and does not claim to be official proof.

Open the City payment page Start with Make a Payment – Water Bill, Utilities, Parking.
Choose Pay Water Bill Online Open the Utilities Customer Portal linked from the City page.
Use the right account details Prepare your account number and billing ZIP code before logging in or enrolling.
Pick ACH if avoiding the card fee Durham says ACH bank draft or check can avoid the 3.15% credit card processing fee that applies after March 31, 2026.
Save the receipt Keep the confirmation number, payment date, amount, and account number until the payment appears in your portal or bank record.

Durham water bill payment methods compared

Payment method
Best for
Important Durham detail
Online portal
Fast online payment and account management.
Use the City’s payment page to reach the Utilities Customer Portal.
ACH / bank draft
Avoiding the credit card processing fee.
You need your bank routing number and account number to set it up.
Credit card
Card users who accept the fee.
After March 31, 2026, credit card utility payments incur a 3.15% processing fee.
Phone payment
Users who cannot access the portal.
Call 919-560-1200, option 1. Have your 12-digit account number ready.
Cashier counter
Cash payment or in-person support.
Durham lists cash payments at Mist Lake, 1600 Mist Lake Drive, or at City Hall.
Mail
Non-urgent check or money order.
Mail payment with stub to City of Durham, P.O. Box 738527, Dallas, TX 75373-8527.
Local timing tip: if a disconnect notice is involved, mail is too risky. Use an immediate official payment method and call Customer Billing if you need posting or reconnect confirmation.

Credit card fee, ACH, AutoPay and InfoSend enrollment

Durham says a 3.15% processing fee applies to utility bill credit card payments after March 31, 2026. To avoid the fee, the City recommends ACH bank draft or check. Customers who want AutoPay need to enroll the account with InfoSend.

Find your utility account number Use the current water bill, not an old email or saved browser entry.
Use your billing ZIP code Durham says enrollment requires your current utility account number and billing ZIP code.
Prepare bank details for ACH Have your bank account number and routing number ready before changing the payment method.
Set AutoPay only after checking the source Confirm the bank/card source and next bill cycle before saving AutoPay.
Verify the first automatic payment Check your account after the next bill to make sure AutoPay worked.

Due dates, late charges and disconnection timing

Durham says water bill 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. After approximately 30 days, customers receive a disconnect notice with a disconnect date.

Timing
What it means
Best user action
Bill date
Your payment clock starts from the statement billing date.
Check the due date immediately after the bill posts.
21 days after billing date
Payment is due.
Pay before this date to avoid late charges.
After unpaid balance
A 1% late charge may accrue on unpaid balance.
Check whether your last payment posted correctly.
Approx. 30 days
A disconnect notice may be sent.
Pay by 5 p.m. the day before the disconnect date shown on the notice.
If service is disconnected
Water service will not be restored until all charges are paid.
Use official immediate payment and contact Customer Billing for reconnect status.

Start or stop Durham water/sewer service

The City’s start-service form says at least 1 business day is required, and services are not provided on weekends or holidays. The form also says a $50 service initiation fee and a $100 deposit for a typical 5/8 inch meter are billed on the first bill, unless a deposit waiver is approved.

Open the start-service form Use the official Application for Water/Sewer Utility Services.
Choose the request type Select Start Services and enter the date you want service to begin.
Prepare ownership or rental proof Buyers may need deed details; renters may need lease pages with tenant/location/signature information.
Do not send sensitive data here The official form may request sensitive verification information, but this guide does not collect it.
Stopping service? Use the official Request to Stop Service form and keep your forwarding address ready.

Need help paying a Durham water bill?

Durham lists three practical assistance paths: a short-term payment arrangement, a payment plan for a past-due balance, and Water Hardship assistance. A payment arrangement may extend the current bill by 5, 10 or 15 days. Payment plans may use 3, 6 or 9 month installment options. Water Hardship assistance includes monthly credits for some qualifying customers and one-time situational hardship help.

Check your current balance first Use your bill or portal so you know the exact amount, due date and account number.
Open Utility Bill Assistance Review the City’s Utility Bill Assistance page.
Pick the correct help type Use a short-term arrangement for a current bill, a plan for a past-due balance, or hardship assistance if you may qualify.
Prepare account details Keep the account number, phone, email, balance and any requested eligibility documents ready.
Do not wait until cutoff day If you have a disconnect date, call Customer Billing quickly after submitting any assistance request.

High Durham water bill, estimated bill or back billing

Durham says bills are processed monthly after the water meter is read, and unusually high readings are double checked before bills are mailed. The City also says estimated bills can happen when an actual meter reading cannot be obtained because a meter is damaged, not transmitting, or inaccessible due to debris or vegetation.

Problem
What it may mean
What to do before calling
Bill suddenly increased
Higher usage, leak, previous balance, tiered water rate change, or estimated/back billing.
Compare usage, previous balance, due date and meter notes.
Previous bill was estimated
A later actual reading may create back-billing.
Check whether the meter was inaccessible or not transmitting.
Meter area blocked
City may not be able to get an actual reading.
Clear vegetation, debris and locked access where safe and allowed.
Need cost estimate
You want to estimate water/sewer charges based on usage.
Use the official Bill Calculator.
Possible sewer adjustment
Certain billing concerns may require a City form.
Review Customer Billing forms such as sewer affidavit or water account adjustment.

Before calling: read these parts of your Durham water bill

Durham provides a sample water bill PDF with diagrams that explain each section of the bill. Use these checks before paying twice, disputing a balance, or calling about a high bill.

Bill area
Why it matters
What to check
12-digit account number
Needed for phone payment and account lookup.
Use the current bill, not an old payment receipt.
Billing ZIP code
Needed for portal enrollment.
Use the ZIP code tied to your billing account.
Billing date
Due date is 21 days after billing date.
Count from the statement billing date.
Previous balance
Can make the bill look high even if current usage is normal.
Confirm your last payment posted.
Water/sewer/stormwater/yard waste
Monthly bill may include more than only water use.
Separate water usage from stormwater and optional services.
Meter or usage note
Can reveal estimated reading, high use or possible back billing.
Compare with prior usage and meter access.

Durham water bill contacts and office details

Contact point
Details
Use for
Durham One Call
919-560-1200, option 1 for phone payment.
Phone payment, payment questions, general City customer contact.
Customer Billing Services
101 City Hall Plaza, 1st Floor, Durham, NC 27701.
Billing questions, customer account help, payment and service support.
Customer Billing hours
Monday-Thursday 8 a.m.-5 p.m.; Friday 10 a.m.-5 p.m.
Planning calls or in-person support.
Mist Lake cashiering
1600 Mist Lake Drive.
Cash payment option listed by Durham.
Mail payments
City of Durham, P.O. Box 738527, Dallas, TX 75373-8527.
Non-urgent check or money order with payment stub.

Map to Durham Customer Billing Services

Customer Billing Services is listed at 101 City Hall Plaza, 1st Floor, Durham, NC 27701. Use the map for in-person billing help, but confirm hours before visiting.

Durham Water Bill FAQs

How do I pay my Durham water bill online?

Use the City of Durham Make a Payment page and choose the Utilities Customer Portal or Pay Water Bill Online option. Have your account number, billing ZIP code and payment method ready before opening the portal.

What is the Durham water bill phone number?

Call Durham One Call at 919-560-1200 and press option 1 for phone payment. The City says you should have your utility bill handy because the system needs your 12-digit account number.

Does Durham charge a credit card fee for water bill payments?

Yes. Durham says utility bill payments made by credit card after March 31, 2026 incur a 3.15% processing fee. The City says customers can avoid the fee by paying through ACH bank draft or by check.

Where can I pay a Durham water bill in person?

Durham says customers can pay by cash at the cashiering counter at Mist Lake, 1600 Mist Lake Drive, or at City Hall. Customer Billing Services is listed at 101 City Hall Plaza, 1st Floor, Durham, NC 27701.

When is my Durham water bill due?

Durham says payment is due 21 days after the billing date on the statement. If the amount due is not paid within 21 days, a 1% late charge accrues on the unpaid balance.

What happens before Durham disconnects water for non-payment?

Durham says after approximately 30 days, customers receive a notice with a disconnect date. The required amount must be paid by 5 p.m. the day before the disconnect date to avoid service disconnection.

How do I start Durham water or sewer service?

Use the City of Durham Application for Water/Sewer Utility Services form. The start-service form says at least one business day is required and services are not provided on weekends or holidays.

Can Durham help if I cannot pay my water bill?

Yes. Durham lists payment arrangements, payment plans and Water Hardship assistance. The City says a payment arrangement can extend a current bill by 5, 10 or 15 days, and payment plans can spread a past-due balance over installments.

Why is my Durham water bill high?

A high bill may be caused by higher usage, a leak, an estimated bill, back billing, a previous balance, tiered water charges or an inaccessible/damaged meter. Check the bill details, meter reading and recent usage before calling.

Is WaterBillGuide.us the official Durham water bill website?

No. WaterBillGuide.us is an independent informational guide. It does not process payments, collect account credentials, start or stop service, reconnect water, approve assistance or represent the City of Durham.

Editorial review and disclaimer

This guide was built using official City of Durham payment, Customer Billing Services, utility assistance, service forms and bill calculator resources. It is written to help customers understand the process before opening official payment or service pages.

Independent guide: WaterBillGuide.us is not the City of Durham. We do not process payments, collect account credentials, start or stop service, reconnect water, approve assistance, change payment methods or represent Durham Water Management.

Water Bill Payment, Leak & Utility Help Toolkit

Use this free helper to find the official water bill portal, avoid unsafe payment pages, handle late bills, troubleshoot high usage, prepare start/stop service documents, and contact the utility office with the right details.

Find official payment pages safely
Prepare before late fees or shutoff
Check high bill and leak causes
Useful on every city water guide

Official Water Bill Portal Finder

Enter your city, state, and utility name. This tool creates safe search shortcuts for the official bill pay portal, customer service page, outage line, and start/stop service page.

Safety tip: Use the official city, county, or utility website when paying a water bill. Do not enter card or bank details on a page that only looks like a payment portal but does not clearly identify the official utility.

Safe Water Bill Payment Checklist

Before paying online, use this checklist to reduce the risk of wrong payment, duplicate payment, missed receipt, or third-party confusion.

Important: Some official utilities use third-party processors. That can be normal, but the payment processor should be linked from the official utility website and show clear fee/payment details.

Late Bill, Shutoff Notice & Reconnection Action Plan

Select your situation and get practical next steps. This helps users act quickly without guessing.

Do not wait: If you received a shutoff notice, online payment alone may not stop disconnection. Call the utility billing office and save your confirmation number.

High Water Bill & Leak Troubleshooter

A high bill can be caused by leaks, irrigation, estimated readings, seasonal use, or account/meter issues. Choose the closest problem below.

Quick leak test Turn off all water, then check whether the meter still moves.
Toilet check Put food coloring in tank. If color reaches bowl without flushing, there may be a leak.
Ask utility Request usage history, meter reread, leak adjustment policy, and payment arrangement options.

Start, Stop or Transfer Water Service Checklist

Moving in or out? Choose your situation and prepare the details most utilities commonly request.

Your preparation checklist

Move-out tip: Ask for a final meter read, final bill date, refund/deposit process, and confirmation number when stopping service.

Payment Assistance & Arrangement Finder

If you cannot pay the full water bill, this guide helps you decide what to ask before disconnection or extra fees.

Helpful document list: Keep your account number, photo ID, service address, bill copy, shutoff notice, income proof if needed, repair receipt if leak-related, and payment confirmation numbers.

Water Department Call Script Generator

Generate a clear call or email script before contacting the utility billing office.

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