Features

Question? CustomerService@charlestoncpw.com or call (843) 727-6800.

Manage your profile

Once you're logged in, click Profile Actions to change your password or update your profile. If you have multiple accounts, add them all to your profile to manage them in one place.

Profile actions menu

 

Manage your account

Click Account Actions to view your current bill or past bills in PDF format. You can pay your bill with a credit card or bank account. You can also select how you want to receive your bill: mail, email, or both.

This system allows one-time payments only. It does not allow recurring automatic payments. To sign up for automatic payments, fill out the form on the back of your bill to sign up for AutoDraft. This system does not support AutoDraft enrollment or allow existing AutoDraft customers to update their bank information, but we are planning to add these features in the future.

Account actions

 

We welcome your feedback at CustomerService@charlestoncpw.com.

 

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 (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.

If you think you or a family member is already registered for an online account but you donít know the username or password, e-mail CustomerService@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.

Can I remove account from my profile?

Yes, but remove bank account first.

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 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 the Profile Actions link.

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

Yes. You can, or pay each with a credit card.

Username and Password

I forgot my password. How do I reset it?

Click the ďForget Password?Ē link on the sign in page.

I forgot my username. What should I do?

E-mail to or call 843-727-6800.

Can I change my username?

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 made the payment to cancel it. Payments made with a credit card cannot be changed or deleted.

Need assistance, call Customer Service at (843) 727-6800.

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

No, 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.

Can I request a payment extension online?

No, 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 thought I signed up for automatic recurring payments, 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. The system does not allow automatic, recurring payments.

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 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?

We do not keep your credit card number when you make a payment.

Can I make multiple payments in one day?

If you need to make another payment, call (843) 727-6800 to pay by phone.

Can I overpay so that I have a credit?

No.

Automatic Payments

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

Yes, we offer Auto Draft from your bank account. To sign up for Auto Draft, fill out the form on the back of your bill and send it in with your next payment. We do not offer AutoDraft payments from a credit card.

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.

Please mail a signed written request to Charleston Water System, Attn: Customer Service Ė Auto Draft, PO Box B, Charleston, SC 29402. Please include:

  • Your name, service address, and account number
  • A voided check from the bank account you want your bill to be drafted from.

Questions, call Customer Service at (843) 727-6800 or send an e-mail to CustomerService@charlestoncpw.com.

Billing Options

What are my options for receiving my monthly bill?

  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.

Contact Us

Email: CustomerService@charlestoncpw.com

We monitor e-mails continually during business hours (M-F 8am Ė 5 pm) and will respond promptly.

Phone: (843) 727-6800

Call 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.