Online Account Management Help

epayadmin@charlestoncpw.com
E-mail us if you forgot your username or need help with your online account. We monitor e-mails continually during business hours (M-F 8am Ė 5 pm) and will respond promptly during those hours.

(843) 727-6800

Call this number to speak with a Customer Service Representative during business hours. We also accept payments over the phone (credit cards only) 24/7 through an automated system.

Frequently Asked Questions

Signing Up

Your Account

Username and password

Making Payments

Auto Draft

Billing Options

 

 

Signing up

I donít have my most recent bill. How do I sign up?

Call Customer Service at 843-727-6800. You can either use the automated system to get your account information, or speak to a Customer Service Representative for help (M-F, 8-5).

I tried registering for an account, but the system wonít let me. Why?

Either you have already registered for online access to your Charleston Water System account, or you are entering incorrect information in the registration process.

If you think you or a family member is already registered for an online account but you donít know the username or password, send an e-mail to epayadmin@charlestoncpw.com or call (843) 727-6800 for assistance.†

 

 

Your Account

Can I register to pay a family memberís bill using my name and bank account information?

Yes. All you need to sign up for online bill payment is the account number and the current bill amount. You can register online to pay a family memberís bill, as long as you have the account number and current bill amount for that account.

 

I removed my account from my customer profile and now I'm not able to sign in. Why?

If you remove all accounts from your profile, your customer profile will be permanently deleted. To access your account, you will have to re-register for online bill payment and input your account information.

 

How do I update my e-mail address in my profile?

Click on the Update Profile link under your current profile to update your e-mail address.

 

I have several accounts with Charleston Water System. Can I pay each bill with a different bank account?

Yes. You can enter a different bank account for each account, or pay each with a credit card. ††

 

 

Username and Password

 

I forgot my password. What should I do?

Click the ďForget Password?Ē link below the sign-in boxes and your password will be e-mailed to you. If you no longer use the e-mail address you registered with, please e-mail epayadmin@charlestoncpw.com for assistance.

 

I forgot my username. What should I do?

Send an e-mail to epayadmin@charlestoncpw.com or call 843-727-6800.

 

Can I change my username?

No. If you want to change your username, youíll need to delete your profile and re-register for online account management with another username.

 

 

Making Payments

 

When will my payment be posted?

If you make a payment online before 5 pm EST on a business day, it will be posted the same day. Payments made after 5 pm, on weekends, or on holidays will be posted the next business day after 5 pm. For example, if you make a payment on Saturday, the payment will post to the account on Monday after 5 pm. If Monday is a holiday, then it will post Tuesday after 5 pm.

 

Can I change a payment once I submit it?

If you made a payment using your bank account, you have until 5 pm EST on the date you selected to make the payment to cancel it. For example, if you schedule to make a payment today, and itís before 5 pm, you have until 5 pm to make changes.

Payments made with a credit card cannot be changed or deleted. If you need assistance, please call Customer Service at (843) 727-6800.

 

Do I have to pay the full amount due on my account?

No. You may pay less than the amount due, but your payment may not exceed the amount due.

 

The system wonít let me select a payment date. Why?

If your payment is past due, you will not be able to select a future date for the bill amount to be drafted from your account. You must pay the bill that day.

 

Can I request a payment extension online?

No. To request a payment extension, please call Customer Service at 843-727-6800 (M-F, 8-5).

 

How do I find out my past due balance?

Click on View Most Recent Bill. If you have a past due balance it will be listed on your bill.

 

I signed up to access my account online, but my bill wasnít paid. What happened?

When you register for online access to your account, you must manually make a payment with a credit card, debit card or bank account each month. Payments are not made automatically.

If you want to have your bill amount automatically drafted from your bank account each month, sign up for Auto Draft by completing the form on the back of your bill and mailing it with your payment. Our online account management system isnít set up to accept Auto Draft enrollment or changes to bank account information for customers who are already enrolled in Auto Draft, but we plan to offer these options in the future.

 

Why canít I save my credit card number to use for future payments?

Charleston Water System does not keep your credit card number when you make a payment using a credit card. Doing so would require additional technology that we have opted not to implement.

 

Can I make multiple payments in one day?

No. If you need to make another payment, you can call (843) 727-6800 to make a payment by phone.

 

Can I overpay so that I have a credit?

No, the system is not designed to allow overpayments.

 

 

Auto Draft

 

Can I set up my account so that my bill will be paid automatically every month when itís due?

No. To do this, youíll need to sign up for Auto Draft. Unfortunately, our online system isnít set up to accept Auto Draft enrollment, but weíre planning to make this improvement in the future.

To sign up for Auto Draft, fill out the form on the back of your bill and send it in with your next payment.

 

Iím enrolled in Auto Draft, and I need to change the bank account that my monthly bill is drafted from. Can I do this online?

No. Our online account management system isnít set up to accept bank account changes for customers enrolled in Auto Draft. We plan to add this feature in the future.

In the meantime, to change your bank account information for your Auto Draft payments, please mail a signed written request to Charleston Water System, Attn: Customer Service Ė Auto Draft, PO Box B, Charleston, SC 29402. Please include the following:

         Your name, service address, and Charleston Water System account number

         A voided check from the bank account you want your bill to be drafted from.

If you have any questions, please call Customer Service at (843) 727-6800 or send an e-mail to epayadmin@charlestoncpw.com.

 

Billing Options

 

What are my billing options?

You can choose how you would like your monthly bill delivered to you. We offer three options:

1.     E-mail notification that your bill is ready to view online

2.     E-mail notification and a paper bill mailed to you

3.     A paper bill mailed to you

Paper mail delivery is the default option. You can change your billing preference at any time by logging into your online account and selecting Billing Options.

 

Help