Managing your Charlotte Water account is now easier.
The CLTWaterHub is designed with you in mind: offering a simple, secure way to view and pay your bill, track water usage, report leaks, and stay updated on service news. This guide will walk you through everything you need to know to get started and make the most of your new online experience with Charlotte Water.
Getting Started
- What do I need to do when the new portal goes live?
- Existing portal users will receive an email from CustomerCare@ci.charlotte.nc.us with a link and some guidance at go-live.
- How do I register in the new portal?
- Simply click the link on our website or your email (for existing portal users) and follow the prompts. Your user ID will be the email address listed in your current profile at go-live. If you lose your go-live email, you can also log in from charlottewater.org by entering your email address into the “forgot password” page.
- What information will I need to provide?
- You must provide a valid email address, your first and last name, create a new password, and choose your preferred multi-factor authentication method.
Billing & Payments
- If I’m already signed up for AutoPay, do I need to re-enter my banking information?
- No! Your existing payment information and settings will carry over. However, please use this time to verify that your payment details are current and take advantage of some of the new notification and payment options available.
- Will my saved payment methods carry over?
- Your current ACH information and settings will carry over. If you’re using EZ-Pay payments with a credit or debit card, you should add your payment information to your CLTWaterHub wallet. This will enable you to make payments immediately. The CLTWaterHub also supports Apple Pay and Google Pay.
- How do I update or verify my billing details?
- You can update these settings through the CLTWaterHub wallet. You may also verify and change your billing address and notification preferences.
Security & Login
- Do I need to create a new username and password?
- Your email will serve as your username. You need to create a new password and choose your preferred multi-factor authentication option. You can receive a security code via text, email, or through most authentication apps like Google Authenticator or Authy.
Charlotte Water does not use tracking software or adware and will not sell your information to third parties.
- Your email will serve as your username. You need to create a new password and choose your preferred multi-factor authentication option. You can receive a security code via text, email, or through most authentication apps like Google Authenticator or Authy.
Transition Process
- Will I still have access to the old portal for a while?
- No, the current Charlotte Water Portal will be disabled when the CLTWaterHub goes live.
- How will I know when my account is fully switched over?
- You will get an email confirmation from CustomerCare@ci.charlotte.nc.us after creating your CLTWaterHub password.
Communication
- Do I need to update my contact information to stay informed?
- Yes! Please visit our current portal at charlottewater.org to update your phone number and email address, or call 311 (704-336-7600) to speak with an agent who can assist you in accessing your account.
Support
- Where can I find instructions, FAQs, or video guides?
- For additional support, visit charlottewater.org or dial 311 (704-336-7600), and an agent will assist you.
- Who do I contact if I have problems logging in or paying my bill?
- With any issues paying your bill, dial 311 (704-336-7600), and an agent will assist you.
- Or, drop in at one of Charlotte Water’s Hub Help Hours:
- Sept. 3, noon–2 p.m. | 5100 Brookshire Blvd.
- Sept. 9, noon–2 p.m. | 5100 Brookshire Blvd.
- Sept. 17, noon–2 p.m. | 5730 General Commerce Dr.
- Sept. 19, 9–11 a.m. | 4100 W Tyvola Rd.
- Sept. 22, 5–7 p.m. | 6000 Conference Dr.
- Oct. 6, 5–7 p.m. | 119 South Main St., Davidson, NC