Frequently Asked Questions

1. Where can I find my security code?

Your security code is located on the upper right corner of your utility bill or past due reminder notice or the left side of the utility bill payment stub.

2. What is the 72-hour delay?

E-payments made through the utility online payment system are subject to a 72-hour delay in posting to your utility account. For those customers who have received a shut-off notice, and need to have payments posted immediately, please call Utility Customer Care Center at 503-588-6099, or pay in person at the Civic Center, 555 Liberty Street SE, Room 230, Salem, Oregon.

3. How do I get my payment to post today?

For those customers who need to have payments posted immediately, pay in person at the Civic Center, 555 Liberty Street SE, Room 230, Salem, Oregon.

4. How do I request a refund?

To request a refund, please call Utility Customer Care Center at 503-588-6099.

5. How do I sign up for automatic bill pay? (registered user)

  • Click the blue button “Login” from the Home Page (if you have not logged-in already).
  • Click the green "Detail" button from My Accounts page.
  • Click the green $Enroll button in the Billing and Payment Options box on the Account Summary screen.

6. How do I change Email Address or Contact Phone Number? (registered user)

  • Click blue button “Login” from the Home Page (if you have not logged-in already).
  • Click your "User Name" from the top right corner of the web page.
  • Click "PROFILE" to go to the profile maintenance screen.
  • Click "Save Changes" button to save the updated values.

7. What are the payment options?

Please click  Payment Options to see the list of payment options.

8. What are the browser requirements?

In order to make an online payment you must be using one of the following browsers: Firefox version 63 or newer; Chrome version 70 or newer; Microsoft Edge 70 or newer; or Safari version 13 or newer. Also, your browser must be enabled for both JavaScript and Cookies. To enable your browser for JavaScript or Cookies, please consult your browser documentation.

9. How do I Start, Transfer, or Stop Utility Service?

To start service when moving in, transfer service to a new location, or stop service, call Utility Customer Care Center at 503-588-6099 Monday through Friday, 8 a.m. to 5 p.m. Closed on City-observed holidays.

1. How do I look up an e-payment confirmation number – on the web? (registered user)

  • Click blue button “Login” from the Home Page (if you have not logged-in already).
  • Enter your Username and Password, and click green button “Login”.
  • Click the green button “Detail” next to the utility account in "My Accounts" Page.
  • Click the green button “$ Pay Now”.
  • Review the displayed utility account number. If correct, click the green button “Continue”.
  • The first screen displayed is the "Make a Payment" tab.
  • Click the "My Account" tab at the top right of the page.
  • Click the blue "Electronic Payment History" link to see the reference number for completed payments, OR
  • Click the blue "Scheduled Payments" link to see the reference number for recurring payments.

2. How do I edit my saved credit card or bank account information on the web? (registered user)

  • Click blue button “Login” from the Home Page (if you have not logged-in already).
  • Enter your Username and Password, and click green button “Login”.
  • Click the green button “Detail” next to the utility account in "My Accounts" Page.
  • Click the green button “$ Pay Now” (for Fixed Recurring) or "$ Change" (for Auto Pay/ABP).
  • Review the displayed utility account number. If correct, click the green button “Continue”.
  • The first screen displayed is the "Make a Payment" tab.
  • Click the "My Account" tab at the top right of the page.
  • Click the blue "Payment Methods" link.
  • Click the blue "Edit” or “Delete” link for the credit card or bank account you wish to edit.
  • Follow the prompts to make, review, and confirm the changes.

3. How do I create a recurring e-payment on the web? (registered user)

  • Click blue button “Login” from the Home Page (if you have not logged-in already).
  • Enter your Username and Password, and click green button “Login”.
  • Click the green button “Detail” next to the utility account in "My Accounts" Page.
  • Click the green button “$ Pay Now”.
  • Review the displayed utility account number. If correct, click the green button “Continue”.
  • The first screen displayed is the "Make a Payment" tab.
  • Select “Recurring Payment” from the Frequency dropdown list.
  • Select the frequency from the Frequency Options dropdown list.
  • Enter the recurring payment amount.
  • Enter the date you want the recurring payment to start in the “Next Payment Date” box.
  • Select the duration for the recurring payment.
  • Select the saved payment method you would like to use from the dropdown list, or click the blue link “Use a new payment account” and follow the prompts to enter the information.
  • Enter your email address.
  • Click the red “Continue” button.
  • Follow the prompts to review and confirm the recurring payment information.

4. How do I stop a recurring e-payment on the web? (registered user)

  • Click blue button “Login” from the Home Page (if you have not logged-in already).
  • Enter your Username and Password, and click green button “Login”.
  • Click the green button “Detail” next to the utility account in "My Accounts" Page.
  • Click the green button “$ Pay Now”.
  • Review the displayed utility account number. If correct, click the green button “Continue”.
  • The first screen displayed is the "Make a Payment" tab.
  • Click the "My Account" tab at the top right of the page.
  • Click the blue "Scheduled Payments" link.
  • Click the blue "Stop” link for the recurring payment you wish to stop.
  • Click the red button “Stop Payment” to confirm you wish to stop the recurring payment.

5. How do I cancel or edit an e-payment on the web? (registered user)

  • Click blue button “Login” from the Home Page (if you have not logged-in already).
  • Enter your Username and Password, and click green button “Login”.
  • Click the green button “Detail” next to the utility account in "My Accounts" Page.
  • Click the green button “$ Pay Now”.
  • Review the displayed utility account number. If correct, click the green button “Continue”.
  • The first screen displayed is the "Make a Payment" tab.
  • Click the "My Account" tab at the top right of the page.
  • Click the blue "Scheduled Payments" link to see your pending payments.
  • Click the blue links to cancel or edit the pending payment (Note: If the e-payment is not in pending status it cannot be canceled or edited).

6. How do I enroll in Automatic Bill Pay e-payment on the web? (registered user)

  • Click blue button “Login” from the Home Page (if you have not logged-in already).
  • Enter your Username and Password, and click green button “Login”.
  • Click the green button “Detail” next to the utility account in "My Accounts" Page.
  • Click the green button “$ Enroll” in the Billing & Payment Options box.
  • Review the displayed utility account number. If correct, click the green button “Continue”.
  • The first screen displayed is the "Make a Payment" tab.
  • Select the payment method you would like to use from the dropdown list and follow the prompts to enter the information.
  • Create an Account Nickname (this is optional).
  • Verify your email address.
  • Click the red “Continue” button.
  • Follow the prompts to review and confirm the ABP payment information.

7. How do I cancel or edit an Automatic Bill Payment on the web? (registered user)

  • Click blue button “Login” from the Home Page (if you have not logged-in already).
  • Enter your Username and Password, and click green button “Login”.
  • Click the green button “Detail” next to the utility account in "My Accounts" Page.
  • Click the green button “$ Change” in the Billing & Payment Options box.
  • Review the displayed utility account number. If correct, click the green button “Continue”.
  • The first screen displayed is the "Make a Payment" tab.
  • Click the "My Account" tab at the top right of the page.
  • Click the blue "Scheduled Payments" link to see your pending payments.
  • Click the blue links to cancel or edit the pending payment (Note: If the e-payment is not in pending status it cannot be canceled or edited).

8. Why isn’t my e-payment applied to my Utility account?

  • E-payments made through the utility online payment option are subject to a 72-hour delay in posting to your utility account. For those customers who have received a shut-off notice, and need to have payments posted immediately, please call Utility Customer Care Center at 503-588-6099, or pay in person at the Civic Center, 555 Liberty Street SE, Room 230.
  • If it has been 72 hours since the effective date of the e-payment, confirm the effective date of the e-payment you submitted.
    • Click blue button “Login” from the Home Page (if you have not logged-in already).
    • Enter your Username and Password, and click green button “Login”.
    • Click the green button “Detail” next to the utility account in "My Accounts" Page.
    • Click the green button “$ Pay Now”.
    • Review the displayed utility account number. If correct, click the green button “Continue”.
    • The first screen displayed is the "Make a Payment" tab.
    • Click the "My Account" tab at the top right of the page.
    • Click the blue "Electronic Payment History" link to see the Payment date for completed payments.
    • Click the blue "Scheduled Payments" link to see the payment date for pending payments.

9. What is the difference between Automatic Bill Payment and a recurring epayment?

Automatic Bill Payment (ABP) and recurring epayments are two of the payment options offered by the City.
ABP Recurring epayment
Amount Paid Amount Due on Account on Bill Due Date Fixed Amount Selected by Customer
Source of Payment Checking or Savings Account, Credit Card, or Debit Card Checking or Savings Account, Credit Card, or Debit Card
Date Paid Bill Due Date Date Selected by Customer
Enrollment Enroll online on epayment web site Enter payment information on epayment web site
Change to Source of Payment Edit saved information on epayment web site Edit saved information on epayment web site
Cancel Enrollment Cancel ABP epayment on epayment web site Cancel recurring epayment on epayment web site
Fee to Enroll None None
Dishonored Payments ABP payments dishonored by your bank may result in service disconnection and fees, and ABP enrollment may be canceled by the City Epayments dishonored by your bank may result in service disconnection and fees, and the dishonored recurring epayment may be canceled by the City

1. The 1-844-791-1414 number is not working/does not recognize my account number.

For best results use a land line that is physically connected. Cell phone and wireless phone signals do not always transmit accurately. If your wireless signal is not strong, e-payment by web is available at www.cityofsalem.net.

For more information or help, please call Utility Customer Care Center at 503-588-6099.

2. How do I edit my saved credit card information by phone?

Saved credit card information cannot be edited, the payment method must be deleted. To delete your saved payment method, please call the Utility Customer Care Center at 503-588-6099.

3. How do I edit my saved bank account information by phone?

Saved credit card information cannot be edited, the payment method must be deleted. To delete your saved payment method, please call the Utility Customer Care Center at 503-588-6099.
 How To Videos  User Guide

Contact Us

City of Salem Utility Customer Care Center
Phone: (503) 588-6099
Fax: (503) 588-6480
Email: [email protected]
Service Hours: Monday-Friday: 8 a.m. to 5 p.m.

Customer Information

Programs

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Utility Rates

System Availability

Utility Billing System will be unavailable every Saturday morning between 2:45 a.m. and 5:15 a.m. due to maintenance.

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