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Portland Water Bureau

From forest to faucet, we deliver the best drinking water in the world.

GENERAL INFORMATION: 503-823-7404

1120 SW Fifth Ave, Suite 600, Portland, OR 97204

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Frequently Asked Questions - FAQs

Q:  Can I view my bill and make a payment online?

A:  Yes.  Click here

Q:  How do I recognize my account number?

A:  All accounts are assigned ten-digit numbers beginning with the number 2. 

Q:  I am having difficulty creating a PortlandOnline account using my account and bill ID number.

A:  A firewall or pop-up blockers maybe preventing creation of your account.

Q:  I am having difficulty creating a PortlandOnline account due to an existing email address that is already in the system.   

A:  You may have already registered with PortlandOnline to receive City News, pay certain taxes or apply for permit. If this is the case, please select "Forgot your user name/password". A temporary password will be sent to your registered e-mail address.

Q:  I am having difficulty creating a PortlandOnline account due to an existing email address that I have used on another one of my water accounts.

A: To combine all your water accounts to one username and password, please call Customer Service at 503-823-7770.  Our business hours are Monday through Friday, 8:00 AM till 5:00 PM, except on holidays.

Q:  I am unable to sign-in with my existing PortlandOnline account. 

A:  If you book-marked the Sign-in page, the URL you saved may have changed.  Please return to the PortlandOnline home page and select "sign in" or "pay online". 

Q:  Can I have multiple PortlandOnline user names linked to the same account?

A:  Yes.  Multiple PortlandOnline user names can be linked to the same account.  Each user name must have a different e-mail address.

Q:  How do I change my password?

A:  To change your password, user name or e-mail address, select 'My Account' located in the upper right hand corner of your screen and then make your changes.

Q:  What if I forgot my password? 

A:  On the Sign-In page, please select “Forgot your user name/password” and enter your user name. A temporary password will be sent to your registered e-mail address.

Q:  Does PortlandOnline hold onto my Credit Card or Electronic Check information? 

A:  No.  Your Credit Card or Electronic Check information is not stored because all financial transactions are processed as one-time payments.  

Q:  Can I cancel a payment I just made online?  

A:  Yes, but not online.  All requests for online payment cancellation must be received before 5pm on the same day payment was made by contacting Customer Service at 503-823-7770. Our business hours are Monday through Friday, 8:00 AM till 5:00 PM, except on holidays.   

Q:  How soon will a payment made on PortlandOnline post to my water account?  

A:  Payments post to your water account immediately. If you need to make a payment quickly or wish to make a partial payment on your account, call Customer Service at 503-823-7770. Our business hours are Monday through Friday, 8:00 AM till 5:00 PM, except on holidays.

Q:  When will a Credit Card or Electronic Check payment post to the account I paid with?  

A:  Since payment processing time can vary, we cannot make guarantees on transaction time. The City of Portland submits payments for processing at the end of each business day. Please contact your Financial Institution regarding verification of payment.

Q:  Is monthly billing available to residential customers?  

A:  Residential single family customers continue to be billed quarterly.  Our billing system has the ability of billing monthly and we are examining that functionality for possible implementation at a future date.

Q:  Is there an automatic payment option?   

A:  Yes.  Click here to find information about Auto Pay.

Q:  Can I make payment arrangements online?   

A:  No.  We currently do not offer payment arrangements online. Whether you received a disconnect notice or would just like to make payment arrangements on your regular bill, call Customer Service at 503-823-7770. Our business hours are Monday through Friday, 8:00 AM till 5:00 PM, except on holidays.

Q:  Can I view my water consumption through PortlandOnline?  

A:  Yes.  Water consumption and billing details for each meter reading can be viewed in PDF format by clicking on the corresponding bill in the account details screen.

Q:  Do sewer, stormwater and water rates change? 

A:  Sewer, stormwater and water rates are established annually by the Portland City Council.