Winston-Salem Water Bill Help Center for Payments, Late Notices, Leaks and Service Changes
This guide helps Winston-Salem/Forsyth County Utilities customers pay a water, sewer or stormwater bill, find the right account number and PIN, avoid termination, start or stop service, understand a high bill, request a leak investigation, and use the right CityLink contact path.
Every major task includes the official city link, phone number or office location beside the step, so readers can act immediately instead of reading a generic paragraph-heavy bill article.
Fast answer: Winston-Salem water, sewer and stormwater bills can be paid online through the city water/stormwater bill portal, by mail, by phone through CityLink, or in person at the Bryce A. Stuart Municipal Building, 100 E. First St., Suite 121. For online access, use the 7-digit account number and 4-digit PIN, which is the last four digits of the customer number.
Past-due warning: if a bill is not paid by the due date, a 10% late charge is added. If the account remains unpaid by 5 p.m. on the termination date, a $20 late fee is applied and service is scheduled for disconnection.
Winston-Salem Water Bill Quick Facts
Winston-Salem Water Bill Action Board: Use the Correct Official Step
Start with the situation that matches the customer’s problem. Every card includes the city’s official action path.
I need to pay now
Use the secure water/stormwater portal. Have your 7-digit account number and 4-digit PIN ready.
Open payment portalI cannot pay the full bill
Call CityLink before disconnection. You must first pay at least half the delinquent balance before a plan can be created.
Call 336-727-8000I received a termination notice
Pay the full balance or call CityLink immediately. A $20 fee is applied if unpaid by 5 p.m. on the termination date.
Read late-payment rulesI need new service
Call CityLink or go to 100 E. First St., Suite 121. A $30 service initiation fee is added to the first bill.
Start service detailsMy bill is unusually high
Do not open the meter box. Contact CityLink and request an investigation of higher-than-normal water consumption.
High bill guideI have a water emergency or sewer backup
Call CityLink. The city says water emergencies and sewer backups should not be submitted through the online request form.
Call CityLinkHow to Pay a Winston-Salem Water, Sewer or Stormwater Bill
Choose the method based on urgency. If a bill is already past due, use a payment path that posts quickly and call CityLink if service is at risk.
| Payment method | Use it when | Official detail | Official action |
|---|---|---|---|
| Online portal | You want to pay, view the bill, request service actions or manage account details. | Use the 7-digit account number and 4-digit PIN from your bill. | Pay / view bill |
| Paymentus | You want one-time card/eCheck payment or to set up AutoPay and recurring payments. | The city lists Paymentus as its secure online payment service. | Open payment instructions |
| Phone | You want to pay by Visa, Mastercard or Discover by phone, or need a payment-plan conversation. | Call 311 within city limits or 336-727-8000. | Call CityLink |
| You are not close to a due date or termination date. | Mail to City of Winston-Salem Revenue Collections, P.O. Box 2756, Winston-Salem, NC 27102-2756. | Confirm mailing address | |
| Walk-in | You need in-person help or direct payment proof. | Bryce A. Stuart Municipal Building, 100 E. First St., Suite 121, Monday–Friday, 8 a.m.–5 p.m. | See map |
| Drive-through | You want to avoid parking fees while paying in person. | The drive-through is on the south side of the Stuart Building, across from the Fairfield hotel lobby. | Plan drive-through visit |
| 24-hour drop box | You need to drop off a payment after hours. | Drop box is at the Church St. door. Payments after 8 a.m., weekends or holidays process next business day. | Drop-box details |
Online Login: Account Number, PIN, AutoPay and Paperless Billing
Paperless billing
After login, use service request options to request paperless billing.
Request paperless billingPast-Due Winston-Salem Water Bill: Payment Plan and Late Fees
Call before the termination date
Customers unable to pay the total amount by the due date must call CityLink to make arrangements and avoid disconnection.
Call 336-727-8000Pay at least half first
A payment plan can be established only after at least half of the delinquent balance is paid.
Read payment-plan ruleUse the 3–6 month plan correctly
The city lists interest-free payment-plan terms of three to six months if monthly installments and new bills are paid on time.
Payment-plan detailsDo not ignore new bills
Payment plans do not cover new bills, charges or fees. New bills must still be paid by the due date.
Check current balancePast-due call script
Restore Service After Disconnection for Non-Payment
Full past-due balance
To restore service after disconnection for non-payment, the full past-due balance plus the reconnection fee must be paid.
Restore-service ruleBefore 5 p.m.
If payment is made before 5 p.m. on a business day, service is restored the same day.
Call CityLinkAfter 5 p.m.
If payment is made after 5 p.m., service is restored on the following business day.
Confirm timingStart, Stop or Transfer Winston-Salem Water Service
Start service
Call CityLink or visit 100 E. First St., Suite 121. A $30 service initiation fee is added to the first bill.
Start servicePrepare documents
Provide name, start date, service address, mailing address, lease if renting, and TIN or SSN for credit evaluation.
Required infoDeposit rule
If no TIN or SSN is provided, the customer is automatically required to pay a $150 deposit.
Deposit detailSame-day turn-on
If the request is received by CityLink before 5 p.m. Monday–Friday, the city can typically turn water on the same day.
Call CityLinkStop service
Call CityLink. Service is disconnected within 24 hours, except weekends and holidays. Provide a forwarding address for the final bill.
Stop service ruleTransfer service
Call CityLink. Most current residential and business customers can usually get service at a new address within 24 hours.
Transfer serviceHow to Read a Winston-Salem Water, Sewer or Stormwater Bill
The fastest way to understand a bill is to separate meter readings, water usage, sewer charges, stormwater fees, late charges and service fees.
| Bill item | What it means | What to check | Official action |
|---|---|---|---|
| Previous and current reading | The difference between readings is the amount of water used. | Check whether usage jumped compared with the prior bill or same season last year. | Interpret your bill |
| Cubic feet | The city bill guidance says consumption is shown in cubic feet. | For a simple estimate, multiply cubic feet by 7.5 to convert to gallons. | Usage explanation |
| Sewer charges | Sewer charges and surcharges are generally based on water consumption unless a sewer flume meter/account exists. | A water leak can affect sewer-related billing if it passes through the meter. | Sewer billing note |
| Late charges | Unpaid balances receive late fees according to the city payment and rate rules. | Check due date, termination notice date and whether a $20 termination-date fee was added. | Late payment rules |
FY27 Water and Sewer Rate Basics Effective July 2026
Rates vary by meter size, billing cycle and service area. This section gives the simplest customer-facing examples from the adopted FY 2026–27 rate manual.
Water readiness-to-serve
Standard 5/8 or 3/4-inch meter: $16.28 bimonthly or $8.14 monthly.
Open rate manualStandard monthly water block
0–3,000 gallons: $0.00373 per gallon, about $3.73 per 1,000 gallons.
Water ratesSewer readiness-to-serve
Standard 5/8 or 3/4-inch meter: $21.18 bimonthly or $10.59 monthly.
Sewer ratesStandard sewer volume
Standard sewer rate: $0.00678 per gallon, about $6.78 per 1,000 gallons.
Rate PDFHigh Winston-Salem Water Bill Checklist
Do not open the meter box
- Meter box access is restricted.
- WaterSavvy smart meters provide real-time data.
- Tampering with meters, hydrants or system equipment can lead to substantial charges.
Check likely leaks
- Running toilet or flapper leak.
- Faucet or tub valve drip.
- Water heater leak.
- Service line or irrigation leak.
Seasonal use
- Spring and summer use often increases.
- Lawn watering can raise water and sewer charges.
- Compare use to the same season last year.
High-bill call script
Leak Investigation and Bill Adjustment Rules
A leak adjustment is not automatic. The customer must act quickly, repair the problem and provide proof or allow verification.
| Step | What to do | Why it matters | Official action |
|---|---|---|---|
| Request investigation | Contact CityLink if you suspect a leak or unauthorized use caused a high bill. | Field investigators can help determine the cause. | High bill page |
| Keep paying average bill | The city says customers must continue paying the average monthly bill amount until the investigation concludes. | This helps avoid additional account problems during review. | Call CityLink |
| Repair the leak | Call a plumber or make repairs at your expense once the source is found. | Adjustments are considered after the source is determined and repairs are made. | Email CityLink |
| Provide repair proof | Keep plumber receipts, parts receipts, photos and repair dates. | Without a plumber’s receipt, field investigators must verify repairs before monetary adjustment is considered. | Adjustment guidance |
| Know the limits | Adjustment may apply to the three highest bills associated with the leak. | Irrigation system leaks are not eligible for bill adjustments. | Ask CityLink |
Water Emergency, Sewer Backup or Service Outage
Water emergency
Call CityLink for prompt assistance with water, wastewater or solid waste service.
Call 336-727-8000Sewer backup
The city says customers must call CityLink for a sewer backup and should not submit it through the online form.
Customer guidanceNo wipes in pipes
So-called flushable wipes, paper towels and tissues can cause backups. Throw them in the trash.
No Wipes in PipesWater Conservation, Dry Conditions and Meter Rules
Stage 1 voluntary conservation
As of July 2026, WSFC Utilities announced voluntary conservation measures due to dry conditions in Forsyth and surrounding counties.
Read conservation noticeWaterSavvy meters
WaterSavvy smart meters are designed to provide real-time data and notifications for increased water use.
WaterSavvy customer pageDo not tamper with meters
Customer access to meter boxes is not allowed, and tampering with meter or water-system components can create substantial charges.
Meter warningWinston-Salem Utilities Customer Service Map and Visit Plan
Use this map for the Bryce A. Stuart Municipal Building, 100 E. First St., Winston-Salem, NC 27101. For water bill payment help, go to Suite 121 during listed weekday hours.
Bring
Water bill, 7-digit account number, customer number/PIN, payment method, ID if needed, lease or occupancy proof for new service, and repair receipts for leak issues.
Use drive-through
The drive-through is on the south side of the building, across from the Fairfield hotel lobby. It helps avoid parking fees.
Ask before leaving
“Is my account current, is any payment still pending, and is there any termination, deposit or payment-plan issue left?”
Official Winston-Salem Utility Links Used in This Guide
Winston-Salem Water Bill FAQ
How do I pay my Winston-Salem water bill online?
Use the official City of Winston-Salem water/stormwater bill portal. You need the 7-digit account number and 4-digit PIN from your bill.
What is the PIN for the Winston-Salem water bill portal?
The PIN is the last four digits of your customer number. It is not the full customer number.
What phone number do I call for Winston-Salem water bill help?
Call CityLink at 311 within Winston-Salem city limits or 336-727-8000. You can also text 855-481-LINK or email citylink@cityofws.org.
Where can I pay a Winston-Salem water bill in person?
Pay at the Bryce A. Stuart Municipal Building, 100 E. First St., Suite 121, Winston-Salem, NC 27101. Listed hours are Monday through Friday, 8 a.m. to 5 p.m.
What happens if my Winston-Salem 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. The customer receives at least 14 days from the termination notice date to make payment.
Can I get a payment plan for a past-due Winston-Salem utility bill?
Yes, but you must first pay at least half of the delinquent balance. The city lists payment-plan terms of three to six months of interest-free installments if monthly installments and new bills are paid on time.
How do I restore Winston-Salem water service after disconnection?
The full past-due balance plus the 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., service is restored the next business day.
How do I start water service in Winston-Salem?
Call CityLink at 336-727-8000 or visit 100 E. First St., Suite 121. 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 Winston-Salem water bill is unusually high?
Do not open the meter box. Contact CityLink and request an investigation of higher-than-normal water consumption. Continue paying your average monthly bill amount while the investigation is pending.
Can Winston-Salem adjust a high bill caused by a leak?
Possibly. After the leak source is determined and repairs are made, you may be eligible for an adjustment on the three highest bills associated with the leak. Irrigation system leaks are not eligible for bill adjustments.