Winston-Salem Water Bill & Utility Service Help
Need to pay a Winston-Salem water or stormwater bill, use Paymentus, view a bill, call CityLink, start or transfer service, set up a payment plan, check a high bill, report a sewer backup, or avoid shutoff fees? This guide gives the official route first and removes the common Salem OR vs Winston-Salem NC confusion.
Do This First If You Just Need the Right Answer
Use Paymentus for one-time payment or customer portal login. You need your account number from the bill.
Make one-time paymentUse the City water/stormwater billing site to view bill details, request disconnect and account updates.
View bill / accountCall CityLink before disconnection. Payment plans require at least half the delinquent balance first.
Call 336-727-8000Call CityLink for water main breaks, sewer backups, overflows or urgent water/wastewater issues.
Call CityLinkHow to Pay a Winston-Salem Water Bill Online
Start from the official City payment page
Use the City’s Water Bill Payment Options page or go directly to the Paymentus customer portal.
Choose one-time payment or portal login
For one-time payment, use Paymentus Pay Now. For AutoPay, payment history, multiple account management and recurring payments, use the portal login or register.
Have the right bill details ready
The City says you need the 7-digit account number and 4-digit PIN, which is the last 4 digits of your customer number.
Save the confirmation number
Paymentus states payments made before midnight post next day, while payments after midnight post within 48 hours. Keep the confirmation number, especially if the account is late.
Winston-Salem Water Bill Payment Options
| Payment option | Official detail | Best for | Important warning |
|---|---|---|---|
| Paymentus one-time payment | Pay by credit card, debit card or electronic check using the Paymentus one-time payment page. | Fast payment when you have account number and PIN ready. | Payments made after midnight may post within 48 hours, so do not wait if the account is at shutoff risk. |
| Paymentus portal login | Register to set up AutoPay, schedule recurring payments, manage multiple accounts and view payment history after processing. | Customers who want AutoPay, records and repeat access. | Registration needs an email and password; do not create duplicate records if you already have an account. |
| View bill site | Use the water/stormwater bill site to see account information, view bills, request service disconnect, investigate higher-than-normal consumption and update account info. | Bill review, high bill checks, usage concerns and service disconnect requests. | Viewing the bill is not the same as paying through Paymentus. |
| Phone payment | Call CityLink at 336-727-8000 or 311 within Winston-Salem city limits for payment by Visa, Mastercard or Discover. | Customers who cannot use the portal or need phone help. | Have the 7-digit account number and 4-digit PIN from the bill ready. |
| Mail payment | Mail check or money order with the bottom portion of your bill to City of Winston-Salem Revenue Collections, PO Box 2756, Winston-Salem, NC 27102-2756. | Non-urgent payment by check or money order. | No cash by mail. Do not mail payment if the account is at termination or restoration stage. |
| In person / drive-through / drop box | Bryce A. Stuart Municipal Building, 100 E. First St., Suite 121, Winston-Salem, NC 27101. Hours: Monday-Friday, 8 a.m.-5 p.m. Drive-through and 24-hour drop box are available. | Customers who need office help, same-day assistance or local payment delivery. | Drop box payments placed after 8 a.m. or on weekends/holidays are processed next business day. |
View Bill, Account Tools and Higher-Than-Normal Usage Requests
View bill
The water/stormwater billing site lets customers see account information, view the bill, and access account transaction details.
Request meter-reading investigation
The billing site lists the option to request an investigation of meter reading for higher-than-normal water consumption.
Paperless billing
The billing site lets users sign up for paperless billing / e-notify, update information, add additional service locations and send general comments.
Winston-Salem Water Customer Service Phone, Office and Hours
CityLink phone
336-727-8000
Use for water bill payment, payment arrangements, service start/stop, emergencies, sewer backups and account questions.
Inside city limits
Dial 311
Use 311 from within Winston-Salem city limits for CityLink support.
Text / email
Text: 855-481-LINK
Email: citylink@cityofws.org
Customer Service office
100 E. First St., Suite 121
Winston-Salem, NC 27101. Hours: 8 a.m. to 5 p.m. Monday-Friday.
Past-Due Water Bill, Late Charge and Disconnection Rules
| Situation | Official detail | What to do |
|---|---|---|
| Payment not received by due date | A 10% late charge is added to the amount due. | Pay before the due date or call CityLink before the account moves further into collection. |
| Termination notice | A termination notice is sent within seven days after the due date problem, and customers get at least 14 days from the date the notice is sent to make payment. | Do not ignore the notice. Pay or call CityLink for arrangement options. |
| Termination date | If payment on a past-due account is not received by 5 p.m. on the termination date, a $20 late fee is applied and service is scheduled for disconnection. | Pay before 5 p.m. and keep confirmation. Call if timing is close. |
| Already disconnected | Full past-due balance plus reconnection fee must be paid to restore service after disconnection for non-payment. | Use fast official payment and call CityLink to confirm restoration timing. |
| Restoration timing | If payment is made before 5 p.m. on business days, service is restored the same day. After 5 p.m., restoration is on the following business day. | Do not mail payment if same-day restoration is needed. |
| Deposit after termination | A deposit may be required if service was terminated for non-payment. Residential minimum deposit is $50 if average bill is under $50; otherwise deposits equal 1.5 times the average bi-monthly or monthly bill. | Ask CityLink whether a deposit will appear on the next bill after restoration. |
Payment Plan Rules for Past-Due Winston-Salem Utility Bills
Half balance first
The City says customers must first pay at least half the delinquent balance before a payment plan can be established.
3 to 6 months
Payment plan terms are three to six months of interest-free installments.
Current bills still due
Payment plans do not cover new bills, charges or fees. All new bills must still be paid by the due date.
Start, Stop or Transfer Winston-Salem Water and Wastewater Service
Start service
Call CityLink at 336-727-8000 or visit the office at 100 E. First Street, Suite 121. A $30 service initiation fee is added to the first bill.
Prepare required details
Be ready with name for the account, date to start service, service address, mailing address if different, rental agreement or proof of occupancy if renting, and TIN or SSN for credit evaluation.
Deposit may be required
If a deposit is assessed based on credit evaluation, it must be paid before service starts. If you do not provide TIN or SSN, the City says a $150 deposit is automatically required.
Same-day start timing
If the start request is received before 5 p.m. Monday-Friday, water can typically be turned on the same day. After hours, weekends and holidays move to the next business day.
Stop service
Call CityLink. Service will be disconnected within 24 hours, except on weekends and holidays. Provide a forwarding address for the final bill.
Transfer service
Call CityLink with old and new service information. Current residential and business customers can usually have service at a new address within 24 hours of request.
High Winston-Salem Water Bill? Check These Before Disputing
Check days of service
Residential accounts are usually billed bi-monthly, about 60 days of service. If the bill covers more days than usual, the total can be higher.
Compare usage
Compare the Usage column to the same period last year. Seasonal outdoor water use can raise bills in spring and summer.
Test toilets
If a toilet runs, starts/stops unexpectedly, or needs handle jiggling, use food coloring in the tank. If color appears in the bowl after a few minutes, the tank valve is leaking.
| High-bill clue | Likely reason | Best next step |
|---|---|---|
| More days than usual | Bill period may be longer than the normal bi-monthly cycle. | Review the Days column before disputing usage. |
| Usage higher than last year | Seasonal watering, extra household use, guests, car washing or hose use. | Compare the same period last year and look for outdoor-use causes. |
| Toilet runs silently | Tank leaking into bowl through flapper or valve. | Use food coloring test and repair before requesting investigation. |
| Wet area in yard | Underground leak may be present. | Call CityLink and request investigation; field investigators can help determine cause. |
| Suspected leak or unauthorized use | Leak may be obvious or concealed. | Contact CityLink using phone, text, email or other official methods and continue paying your average monthly amount while investigation is pending. |
| Irrigation system leak | Outdoor irrigation system problem. | Repair quickly, but note the City says irrigation system leaks are not eligible for bill adjustments. |
Leaks, Overflows, Sewer Backups and Water Emergencies
Call CityLink for emergencies
In case of overflow, rupture, leak or sewer backup, call CityLink 311 or 336-727-8000. Do not submit a normal 311 online form for water emergency or sewer backup.
Main vs private property
WS/FC Utilities is responsible for breaks in water and wastewater mains in the street. Property or business owners are responsible for breaks on private property.
Sewer backup vs overflow
A sanitary sewer overflow is sewage flowing from a manhole or sewer connection into street/yard. A sewer backup is sewage backing up into a home or business.
WaterSavvy Smart Meters: What Customers Should Know
Smart meters
WaterSavvy uses modern Sensus smart meters that securely transmit usage information and alerts in real time.
Do not open meter box
Meter access is restricted to staff, licensed utility contractors and licensed plumbers. Customer access to meter boxes is not allowed or necessary.
Tampering can cost you
The City warns that customers can face substantial charges for tampering with any water system component, including meters and fire hydrants.
Water, Sewer and Landfill Rates: What to Check
FY27 rate manual
The City rates page links the User Rate & Fee Manual effective July 2026, plus bill definitions and schedules.
Bill definitions
Use the City’s bill definitions/schedules document to understand charges and due dates before assuming the water line is wrong.
Rate increase note
WS/FC Utilities states local water and sewer rates increased July 1, and the average residential customer bill increased by about $2.93 per month.
Winston-Salem Water Quality Reports
Annual reports
The City publishes annual water quality reports showing sources of drinking water, treatment, what it contains and comparison to state/federal standards.
Current archive
The water quality page lists reports for 2025, 2024, 2023, 2022 and 2021.
Quality claim
WS/FC Utilities states local tap water has met or surpassed state and federal requirements for more than 25 years.
Local Winston-Salem Utility Tips That Save Time
Do not confuse Salem OR and Winston-Salem NC
Winston-Salem uses cityofws.org, waterbills.cityofws.org and Paymentus client “winu.” Salem, Oregon uses completely different phone numbers, portals and offices.
Keep your account number and PIN ready
Payment and phone support are faster when you have the 7-digit account number and 4-digit PIN from the bill.
Do not mail when service is at risk
Mail and drop box payments can process later. If termination date is close or water is off, use faster official payment and call CityLink.
Do not open meter boxes
WaterSavvy meter boxes are restricted. If a high bill or leak is suspected, use CityLink and official account tools instead of touching the meter.
Winston-Salem Water Bill Problems: Quick Fix Table
| Problem | Likely reason | Best next step |
|---|---|---|
| Paymentus asks for account number and PIN | Security requirement for utility payments. | Use the 7-digit account number and last 4 digits of customer number from the bill. |
| Payment made but not showing immediately | Paymentus posting can be next day or within 48 hours depending on payment time. | Keep confirmation and call CityLink if termination/restoration timing is involved. |
| Bill seems unusually high | Longer service period, seasonal water use, guests, faucet/hose use, toilet leak, underground leak or irrigation. | Check days of service, compare usage, test toilets, look for wet yard areas and request investigation through CityLink. |
| Need payment arrangement | Past-due balance cannot be paid in full. | Call CityLink. Be ready to pay at least half the delinquent balance before plan setup. |
| Water or sewer emergency | Main break, sewer backup, overflow, rupture or leak may need field dispatch. | Call CityLink 311 or 336-727-8000. Do not use regular 311 online form for emergency. |
| Need same-day restoration | Service disconnected for non-payment. | Pay full past-due balance plus reconnection fee before 5 p.m. on a business day and call CityLink to confirm. |
Winston-Salem Utilities Map and Visit Planning
Use this map for the Bryce A. Stuart Municipal Building customer service/payment location. Walk-in and drive-through service are listed at this location, and a 24-hour drop box is available at the Church Street door.
Customer Service / billing
Bryce A. Stuart Municipal Building, 100 E. First St., Suite 121, Winston-Salem, NC 27101.
Hours
Monday-Friday, 8 a.m. to 5 p.m. Drive-through is on the south side of the building, across from the Fairfield hotel lobby.
Bring before visiting
Bill, 7-digit account number, 4-digit PIN, payment method, photo ID, lease/proof of occupancy for start service, and any termination notice.
Official Winston-Salem Water Links Used in This Guide
Winston-Salem Water Department FAQs
Where do I pay my Winston-Salem water bill online?
Use the official City of Winston-Salem Water Bill Payment Options page or the Paymentus customer portal for Winston-Salem client “winu.”
Can I make a one-time Winston-Salem water bill payment?
Yes. Use Paymentus One-Time Payment. You need your 7-digit account number and the 4-digit PIN, which is the last four digits of your customer number.
What is the Winston-Salem water bill phone number?
Call CityLink at 336-727-8000, or dial 311 within Winston-Salem city limits.
What information do I need to pay by phone?
Have your 7-digit account number and 4-digit PIN from the bill ready before calling.
Where is the Winston-Salem utilities customer service office?
Utilities Customer Service is at the Bryce A. Stuart Municipal Building, 100 E. First St., Suite 121, Winston-Salem, NC 27101. Hours are 8 a.m. to 5 p.m. Monday-Friday.
Where do I mail a Winston-Salem water bill payment?
Mail check or money order with the bottom portion of your bill to City of Winston-Salem Revenue Collections, PO Box 2756, Winston-Salem, NC 27102-2756.
What happens if my water bill is late?
If payment is not received by the due date, a 10% late charge is added and a termination notice is sent within seven days. You get at least 14 days from the notice date to make payment.
How do I set up a payment plan?
Call CityLink at 311 or 336-727-8000. You must first pay at least half the delinquent balance, and payment plan terms are three to six months of interest-free installments.
How do I restore water after disconnection?
The full past-due balance plus reconnection fee must be paid. If payment is made before 5 p.m. on a business day, service is restored the same day; after 5 p.m., restoration is the following business day.
How do I start water service in Winston-Salem?
Call CityLink at 336-727-8000 or visit the office. A $30 service initiation fee is added to the first bill, and a deposit may be required based on credit evaluation.
What should I do if my bill is unusually high?
Check the Days column, compare usage to the same period last year, review outdoor use, test toilets with food coloring, look for wet yard areas, and contact CityLink to request investigation if needed.
Can I open my water meter box to check a leak?
No. WaterSavvy meter access is restricted to staff, licensed utility contractors and licensed plumbers. Customers should not open meter boxes or tamper with meters or fire hydrants.
Who do I call for a sewer backup or water emergency?
Call CityLink at 311 or 336-727-8000. Do not submit a normal 311 online form for water emergencies or sewer backups.
Does this page collect Winston-Salem water bill payments?
No. This is an independent informational guide. Use official City of Winston-Salem, Paymentus and waterbills.cityofws.org links for live balance, payment, account status and service help.
Pay Your Water Bill Safely, Fix High Bills, Avoid Shutoff, Start Service and Find Official Utility Links
Use this free USA water bill assistant before paying online, calling utility billing, setting up AutoPay, checking a high bill, requesting leak help, starting or stopping service, handling a past due account, or searching for the official city utility portal.
What water bill problem do you need to solve?
Choose your situation. The tool will suggest the safest route, what to prepare, and which official page or office to check first.
Open the official city, county, water authority or utility website first. Do not enter account details into a random sponsored payment page.
If the bill is unusually high, compare usage, billing days, meter read type, toilet leaks, irrigation, late fees and leak adjustment rules before paying blindly.
Safe Water Bill Payment Route
Choose how you want to pay. This helps users avoid wrong portals, posting delays and urgent shutoff mistakes.
AutoPay / Bank Draft Setup Helper
Use this before enrolling in recurring payments so the first draft, current balance and payment date do not surprise you.
High Water Bill Review
Compare your normal bill and usage with the current bill. This gives a practical path before requesting a high bill review.
Leak Adjustment Proof Checklist
Use this before asking for a leak adjustment, high bill review, sewer adjustment or payment plan.
Past Due, Shutoff Notice and Reconnect Helper
Use this if your bill is late, you received a shutoff notice, service is off, or you need a payment plan.
Start, Stop or Transfer Water Service
Use this before moving, closing an account, starting service, transferring service or requesting a final bill.
Water Bill Cost Estimate
Estimate a simple monthly bill from base charge, water usage, sewer, stormwater, trash, service fees and late charges. Official tiered rates may be different.
Bill Dispute and Meter Reading Checklist
Use this before calling billing support about a meter reading, duplicate payment, wrong address, missing payment, estimated bill, or incorrect charge.
Official Water Bill Portal and Phone Finder
Enter city/utility and state to create safe searches for official water bill pay, phone payment, guest pay, AutoPay, start service, leak adjustment, reconnect, assistance and this site’s guide.
Official portal safety
- Use official city, county, authority or utility websites first.
- Check service address before paying.
- Save confirmation number and screenshot.
- Call the utility for shutoff or reconnect situations.
Best sitewide placement
Place this tool after the first payment section or before FAQs. It turns every water bill article into a practical help page, not only a list of links.
Important note
This tool gives educational guidance only. Always confirm payment portals, fees, shutoff rules, assistance programs, account balance and reconnection steps with the official utility.