Your Water Bill is Getting a New Look!

Your water bill is getting a new look!

We’re thrilled to introduce the newly enhanced water bill for Baltimore City residents – designed with your convenience and transparency in mind. This upgrade is our commitment to providing you with a seamless, user-friendly experience while ensuring accurate and understandable billing information.


What's New for DPW Customers

Now Clearer & Easier to Read Discover Ways to Save

1. Simplified Billing Statements: 

Say goodbye to confusion! Our revamped bill is now clearer and more concise, presenting your water usage and charges in a straightforward manner. Understanding your bill has never been easier.

2. Personalized Usage Insights: 

Empowering you to make informed decisions, our new bill provides personalized insights into your water consumption habits. Discover ways to conserve water and save on your bills.

Paying Your Bill, Just Got Easier Let's Go Paperless

3. Enhanced Online Access: 

Manage your water bill effortlessly from the comfort of your home. Our user-friendly online portal allows you to view your bill and make payments securely – anytime, anywhere.

4. Eco-Friendly Initiatives: 

We’re committed to sustainability. By opting for paperless billing and embracing digital solutions, together, we can reduce our environmental footprint and contribute to a greener future for Baltimore City.

Water Bill Upgrade

Customer bills have also been upgraded with a new layout that includes easy-to-read graphs and utility consumption details. The new bill includes all the information customers are accustomed to receiving but with an improved design which is highlighted below. 

User-friendly Interface: The new billing portal features a new design that allows user to easily update information, set preferences, make payments, and manage/monitor their water usage. Utility bills also have a new look.

New dashboard: The portal dashboard allows customers to easily access due balances and update contact information.

QR code: A QR code has been added to the bill which can be scanned and will take you to the new online Customer Self-Service portal. 

Ability to manage communication preferences: Customers can change their communication preferences on the settings page in the Customer Self-Service portal.
Delegation: Customers can designate access to other people who can then access the account and conduct business on their behalf.  

Enhanced account viewing: Customers can view all associated accounts of the owner including both owned and delegated accounts.

What's Next for Customers

While we upgrade the system, here are a few key dates to remember.

  • June 12 – 17, DPW customers will notice a message that the Customer Self-Service portal is down. Please note, customers can still pay their water bill using one of the following options:
    1. In-person at 200 Holliday St., Baltimore, MD 21202. Monday through Friday from 8:30 a.m. to 4:30 p.m.
    2. Online 
    3. By mail, using the return envelope included in your water bill.
    4. By phone, at 866-377-0765 — a 24-hour service.
  • On June 17, the portal will go live and become available for customer use.
  • The newly designed water bills will begin to arrive in mailboxes starting the last week of June.

What Customers Need to Know:

User ID: Your User ID has now been replaced by your email address. Returning customers should sign in using their registered email address.

Password: If you had an account before the update, you must reset your password using the “Forgot password” link underneath the sign-in button.

Activation Token: New Customers must sign up using their Activation Token. Customers can find their eight-character Activation Token on the first page of their bill or, on the second page of their New Customer Welcome Letter.

To access your online portal, please click here.

  • For Online Portal help:

Water Bill video instructions


  • For Customer Self-Service login help:

Customer sel service

  • For Account User Delegate Invitation help:

Account User Delegate Invitation

Understanding Your Water Bill

Water Bill example 1

1 Account Information: Information about the account, including your account number.
2 Message Center: Important messages regarding your account or service will be displayed. The Activation Code is used to set up your online account the first time you login.
3 Amount Due: The current amount due, the due date of the payment and the date the bill was created.
4 Additional Information: Information and alerts pertaining to your account.
5 Account Summary: A summary of account activity that occurred since the last bill including payments received, services charges, and other activities that calculate the current amount due.

Water Bill example 2

6 Ways to Pay: Methods of payment are listed here for your convenience.
7 Amount Enclosed: If mailing in a payment, the amount of payment should be filled in.

Water Bill example 3

8 Water Usage: Summary of the meter reads, including the reads at the beginning and end of your billing cycle. The difference between these two reads is how much water was used during that period.
9 Historical Usage Graph: Shows the account’s water usage trends for the past month and over the previous 12 months. This tracking will begin with your first monthly bill. CCF: 1 – CCF is 100 cubic feet of water; about 748 gallons.
10 Attention: Methods of payment are listed here for your convenience.
11 Details of Current Charges: Methods of payment are listed here for your convenience.