Where to send your Winston-Salem water payment
The City of Winston-Salem's Utilities Department handles water bills for the city. You can pay your bill in three ways: online through the city's website, by mail to their lockbox address, or in person at the Utilities Department office.
The online payment portal is the fastest route. You can pay immediately without waiting for mail delivery, and you'll see confirmation right away. If you prefer mailing a check, the payment takes longer to process — typically five to seven business days from the date the city receives it.
Paying in person at the Utilities Department office means your payment is recorded the same day. The office is located at 100 East First Street, Winston-Salem, NC 27101. Call ahead at (336) 727-8000 to confirm office hours before you go.
Key Takeaways
- Pay online through the city's website for immediate confirmation and no mail delays.
- Mail payments to the lockbox address on your bill — never mail to the office address, as it takes longer to process.
- Set up automatic payments through your bank to avoid late fees and missed due dates.
- Late payments trigger a reconnection fee and possible service interruption, so pay by the due date shown on your bill.
- Contact the Utilities Department at (336) 727-8000 if you cannot pay by the due date to discuss payment arrangements.
How to pay online through the city website
Visit the City of Winston-Salem's official website and look for the Utilities Department section. The online payment system lets you enter your account number (found on your bill) and pay with a debit card or bank account. You do not need to create a login — you can pay as a guest.
The system shows your current balance and due date before you submit payment. Once you confirm, you receive a confirmation number immediately. Save or print this number for your records. The payment posts to your account within one business day.
If you have trouble finding the payment portal, call the Utilities Department directly at (336) 727-8000. Staff can walk you through the steps or take your payment over the phone using a debit or credit card.
Mailing a check or money order
Your bill includes a lockbox address for mailed payments. This address is different from the Utilities Department office address — always use the lockbox address printed on your bill. Write your account number on the check or money order so the payment reaches the correct account.
Mail your payment at least one week before the due date to account for postal delays. The city considers a payment late if it arrives after the due date, even if you mailed it on time. If you are cutting it close, use online payment or pay in person instead.
Keep a copy of your check or a photo of the money order for your records. If you need proof that you paid, you can contact the Utilities Department with the check number and date mailed.
Setting up automatic payments from your bank
Many banks let you set up automatic bill payments directly through your bank's website or app. You authorize your bank to send a check to the lockbox address each month on a date you choose. This method prevents missed due dates and late fees.
To set this up, log into your bank's bill pay system and add the City of Winston-Salem Utilities Department as a payee. Enter the lockbox address from your water bill. Then schedule the payment to arrive a few days before your due date — banks typically mail checks five to seven business days after you schedule them.
Automatic payments do not require you to remember anything, but you should still review your bill each month to catch billing errors or unusual usage. If you move or close your account, remember to cancel the automatic payment to avoid overpaying.
What happens if you miss the due date
Late payments trigger a reconnection fee added to your next bill. If your payment is significantly overdue, the city may shut off your water service. Once service is disconnected, you must pay the full amount owed plus the reconnection fee before water is restored.
If you cannot pay by the due date, contact the Utilities Department at (336) 727-8000 before the deadline. Staff can discuss payment arrangements or extended due dates in some situations. Calling ahead is much better than letting the bill go unpaid — it shows good faith and may prevent service interruption.
If your water has already been shut off, you can request reconnection by calling the same number. Reconnection typically happens within 24 hours of payment, though it may take longer if the request comes after hours or on a weekend.
Understanding your account number and bill details
Your water bill shows your account number at the top — this is the number you need to pay online or include on a mailed check. The bill also lists your due date, current balance, and the address where the city sends the bill. If you move, contact the Utilities Department to update your mailing address so you do not miss future bills.
Your bill shows your water usage in gallons and the rate per gallon. It may also include charges for sewer service, stormwater fees, or other city utilities bundled into one bill. Read the entire bill to understand what you are paying for, especially if the amount seems higher than usual.
If you spot an error on your bill — wrong address, duplicate charges, or usage that seems impossible — contact the Utilities Department right away. Do not wait until the next billing cycle. Staff can investigate and correct errors, sometimes resulting in a credit to your account.
Frequently Asked Questions
Can I pay my water bill over the phone?
Yes. Call the Utilities Department at (336) 727-8000 and speak with a representative. They can take payment using a debit or credit card over the phone. This method is useful if you cannot access the online portal or prefer speaking with someone directly.
What if I do not have my account number?
You can find your account number on your water bill, or you can call the Utilities Department at (336) 727-8000 with your service address. Staff will look up your account and provide the number. Have your address ready when you call.
Does the city charge a fee for online payments?
The city does not charge a fee for online payments made through their official website. Some third-party payment services may charge a convenience fee, so use the city's direct payment portal to avoid extra charges.
How long does it take for a mailed payment to show up on my account?
Mailed payments typically take five to seven business days from the date the city receives them. This does not include the time it takes for mail to travel. If you mail a check close to the due date, it may be recorded as late even if you sent it on time.
What if I want to set up a payment plan for a large bill?
Contact the Utilities Department at (336) 727-8000 to discuss payment arrangements. Staff can work with you on a plan if you are facing hardship, though the city cannot may provide approval. Call before your bill becomes overdue for the best outcome.