The City is upgrading its utility billing software. As part of this change, every customer has been assigned a new account number, which takes effect August 31.

Your new account number was mailed to you. If you haven't received it, please check your recent mail or contact us before August 31 so you're ready.

What This Means for You

If you're already enrolled online:
No action needed. Your account will be updated to your new number automatically. Your login, saved payment information, and autopay will continue without interruption — scheduled payments will process as usual.

If you use One-Time Pay:
Starting August 31, you must enter your new account number to make a payment. Your previous number will no longer work.

If you're creating a new online account on or after August 31:
Use your new account number to register. Enrollments completed before August 31 can still use your existing number.

Questions?
If you can't locate your new account number or need help after the transition, contact 919-560-1200 (M-F, 8:00am -5:00pm) or visit http://durhamnc.gov/onecall.

We want to make customers aware of an issue that affected a limited number of accounts. As Water Management prepares to transition to a new billing system, September bills for a small group of districts were uploaded earlier than planned. This caused AutoPay to temporarily stop processing August payments for those affected customers and led to some receiving “Pay Immediately” notifications despite having current accounts.

We sincerely apologize for the confusion and inconvenience this caused. Our team is actively resolving the issue, and no action is required from customers who were impacted. AutoPay will resume normal processing in September and will draft payments for both August and September bills at that time. Impacted customers may still log in to InfoSend to pay their August bill manually if they choose. No late fees will be assessed.

If you have questions or need assistance, please contact Customer Service at 919 560 1200.