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All fees & disconnections are paused as we transition to the new billing system.

We have just updated to a new billing system. All account numbers have changed.  Your first bills in the new system will be slightly delayed. Your new account number will appear on your first bill.  All delinquency processes (late fees and disconnects) are currently paused. 

All customers will be notified of their new account information in the coming weeks. Email notifications are being sent out in batches to customers with valid email addresses in our system. New account numbers will also appear on your bill. 

Please be patient as staff and customers learn the new system and we work through any issues.   We expect a high call volume and responses may be delayed. There may be intermittent interruptions of access to bill payments, online services, and account access.  Thank you for your patience and understanding. 

Frequently Asked Questions

I need to pay my bill. When will I have a new account number?

All late fees and service disconnections have been paused, because some customers may not receive their new account number until their next bill.  There are batches of emails being sent out to customers with a valid email in our system.  If you do not receive an email all new account numbers will be on the next water bill.

I had a payment portal account in the old system, do I need to re-register?

We migrated existing accounts from the customer portal into the new system if the customer had only one water account associated with their customer portal login.  If the customer had multiple accounts associated with their customer portal, they will have to re-register in the new system. Customers who were migrated to the new system will be sent an email with instructions for accessing the new Customer Self Service Portal.

How do I update the password in the new customer portal?

After you are logged in you can reset your password by going to the person Icon, click on settings in the dropdown box, scroll to the bottom of the settings page, and click change password, follow the prompts, and save the new password.  We recommend saving the password and user ID somewhere for future reference.

What if I don't know my new account number or have an activation code?

Both will be on your first bill. If you need it before receiving your first bill, call or email at 770.419.6200 or watercustomerservice@cobbcounty.org.

I had an account in the old payment portal, but I can’t log in to the new customer portal.

Only accounts that met the migration criteria were able to be brought over to the new system.  If you did not receive a notification that your portal account was migrated, you will need to re-register in the portal.  Once registered, all active accounts will be associated with the login ID.  You will need your new account number to register.  Emails are being sent out in waves with this information over the next few weeks. 

  Since we have moved to an entirely new Customer Service Information System, we are suspending late fees and disconnections for a short period of time while we ensure the system is working and we correct any bugs.

The new system automates disconnections when an account is 30 days past the due date.  We recommend customers use this brief period to catch up on any past-due balances on their account.  Once we turn on the service disconnection feature, if there is a past due balance of 30 days or more past the due date the service will be automatically disconnected and the only way to restore service will be to pay the full past due balance and any processing fees. 

My account is overdue. Are you still disconnecting services for non-payment?

Disconnections will be suspended for a short period of time while we ensure the new system is working without issues.

The new Customer Service Information System automates disconnections when an account is 30 days past the due date. We recommend customers use this brief period to catch up on any past-due balances on their account. Once we turn on the service disconnection feature, if there is a past-due balance of 30 days or more, the service will be automatically disconnected. The only way to restore service will be to pay the full past-due balance, plus any processing fees. 

What changed with the new customer portal?

We understand that changing to a new customer portal can be challenging. The new portal has many enhancements. Customers can now:

  • Make online requests for starting and stopping services, payment plans, senior discounts, general inquiries, etc.
  • Set up and manage contact information without calling Customer Service.
  • View historic use and billed charges to get an idea of water use.
  • Set up e-bill and automatic payments.
Why can’t I see my water use in the customer portal?

Only water use that was billed in the new system will be visible in the new customer portal.

I had a payment plan in the old system due to a large balance. Now, the whole past due amount is showing on my account.

All active payment plans had to be canceled. If you need to place a portion of the remaining balance on a new payment plan, you can log in to the Customer Self-Service Portal (CSS) and request to be placed back on a payment plan. If you have any issues with the CSS, please contact Customer Service at 770-419-6200. Please be prepared for an extended hold time during the billing system transition. 

I had autopay in the old system. Can I set up autopay in the new system?

We migrated accounts from our old customer portal if there was only one water account and one login ID.  When we migrated these accounts into the new system, we also migrated customer wallets with active payments and autopay schedules.  We recommend you log into the new portal to make sure your autopay is still active with the correct payment method. 

If your account was not migrated, we recommend you register in the new portal once you have been provided a new account number.  You can add a payment type into your wallet and set up autopay and ebill after registering in the new system.  You can set autopay using a credit card, debit card, checking, or savings account.

How will disconnections and restores be handled in the new billing system?

The new system has an automated disconnection process. Once an account is 30 days past the due date, it will be sent out for disconnection. The restore is automated as well. The only way to restore water will be to pay the full past due amount plus any delinquency fees associated with the account. Customers who pay the full past-due balance and fees before 5pm will be restored the same day. Anyone paying after 5pm will be restored on the next business day.

To ensure you receive a notification 3 days before service interruption, please make sure we have a current email on the system. This can be added or edited in the Customer Self-Service Portal.

With the new system, will I still be restored the same day?

The request to turn water on will be automatically sent once the full past due balance, plus any delinquency fees, is paid. If the balance is paid by 5pm, water will be restored the same day. If payment is made after 5pm, water will be restored the next business day.

My bill is late. When can I expect my first bill from the new system?

Meter readings were delayed while moving from the old billing system to the new billing system. Meter readings resumed on Monday, May 6, 2024. Bills for the first month may be 5-10 days delayed.