Water FAQ

The Citizen Portal, in collaboration with Paya, a Nuvei company, is a reliable online payment platform for your utility bills. It's designed to provide you with a secure and intuitive way to view and pay your bills, while also assisting administrators with billing and account management. With a wide range of payment options available, the portal is mobile-friendly and accessible 24/7, ensuring your payments are always within reach.

Simply visit www.paya.com to learn more about our new vendor!

Yes, the two systems are not connected, and account information does not carry over, so you will need to go through the quick and easy process of creating a new account in Citizen Portal. We will continue to take payments for a short period of time from Official Payments after going live with CitizenConnect to allow time for customers to sign on to the new system. Additionally we will have live phone support available to assist with getting citizens online access set up if needed

It's free to sign up for online bill payment, enroll in Auto Pay, Text N Pay or e-billing.

Yes, the auto pay does not carry over, so you will need to enroll in Auto Pay once you create a new account in Citizen Portal (see above). Or, you can call the Paya Portal Support Center at (855) 225-2430 and they can assist you.

Yes, there are processing fees that will be assessed, which are lower than our previous payment portal. Those fees are: 2.50% for credit card transactions and a flat fee of $1.00 for ACH transactions. These fees also apply to any auto-payments that are made. Please note: there is no additional fee assessed if you call the Paya Support Center

You can pay your utility bills with a credit or debit card, or through a checking or savings account. We also offer Auto-Pay and Text & Pay programs that allow you to use your preferred method of payment.

Account balance, bills and payments are available as well as the ability to enroll in Auto-Pay, e-Billing, and Text & Pay. Portal users can also see current billing address, phone number, and email address that are on file with us.

Not at all. You can pay your bill from anywhere in the world! All you need is access to the Internet through a Web browser. You then log in to your account using your e-mail address and password. No need to worry about late payments if you’re out of town when your bill is due. AND – if you enroll in Text N Pay, you can make a payment right through your cell phone!

After you complete the transaction, you will receive a Payment Confirmation on the next screen as well as a receipt emailed or texted, your preference.

We work to ensure you have a variety of payment options available at home or on the go. You can pay Online with any browser from a laptop, PC or Phone, take advantage of our Auto-Pay option or Text n Pay, or contact our Live Call Center where an agent will assist you over the phone. Live agent support is available 8am-5pm Central, Monday through Friday.

Yes, there is a guest pay feature on the Citizen Portal site that allows someone to pay your bill online on your behalf with their credit or debit card.

Absolutely. All the transactions are handled on secure servers and are fully PCI compliant (Standards set for ensuring secure transactions). What is PCI Compliance? Click here to read more.

By Mail: Checks and money orders can be mailed to the PCUD. Include your account number on the check/money order to ensure your payment is properly credited to your account. PCUD is not responsible for mailing delays associated with the USPS. If payment is not received before your bill's due date, late fees will be assessed on your account for that billing period.

Note: When using third-party bill paying services from outside financial institutions, it is possible that physical checks may be mailed on your behalf. Allowing for the mailing delays associated with those services is the responsibility of the account owner, not PCUD, and if payment is received after the due date late fees will be assessed on your account for that billing period.

Mailing address for payments:

Pasquotank County Utilities Department
P.O. Box 2245
Elizabeth City, NC 27906

Simply visit www.paya.com to learn more about our new vendor!

Disconnection Policy

Accounts two months in arrears, including the 5% late penalty for each month, are subject to disconnection. An additional $40.00 late payment fee per the Pasquotank County Fee Schedule, in addition to the 5% penalty for each of the two previous months' delinquent bills, will be assessed if payment is not received and credited to the account before 7:00 pm EDT/EST the day the second bill is due. 

Disconnection action will be initiated on the next calendar day after the second month's bill due date. Once service has been disconnected, it may take up to 24 hours to reconnect, depending on the availability of staff resources.  The $40.00 late payment fee applies whether or not the service is disconnected.

Cash, money order or credit card payment only will be accepted once your service has been disconnected.

Meters or connections tampered with upon disconnection, will be charged a tampering fee of $200.00.