Frequently Asked Questions

• Why is the billing system changing?

  The City of Salem is transitioning to a new utility billing software. The new cutting-edge software will replace a more than 20-year-old system and allow for customer text messaging, additional payment options (including Apple Pay, Google Pay, PayPal and Venmo), and easier to read water usage history. The new system will also allow us to automate many manual processes, reduce paper, and be more efficient.

• Do I need to do anything to ensure my bank draft payments or Automatic Bill Pay continues?

  Yes. Please update your email address to receive a customized link to set up your account in the new system by contacting the Utility Customer Care team at Utilitybilling@cityofsalem.net, or 503-588-6099, Monday to Friday, 8:00 a.m. to 5:00 p.m.

  • If you are currently enrolled in Automatic Bill Payment, your recurring payments will automatically be canceled as personal banking information cannot be transitioned to the new system due to data security requirements.
  • If you have a current email address on file, you will receive a direct email from the City of Salem with a unique link to enroll in AutoPay in the new system after February 3, 2025.
  • If you make payments through your personal online banking system, you may continue to use your current utility account number, however, after you receive your first bill in the new system you will need to update your payment to reflect your new utility account number.

• Will I have a new account number?

  Yes, your utility account number will change. Account numbers will be assigned during the data conversion process. This information will become available when the new system is live. After the new system is launched you may also email us at Utilitybilling@cityofsalem.net with your name and service address and we can provide you your new account number.

• Will billing and payment history be transferred to the new system?

  Three years of billing and payment history will be accessible online in the new system. If you need assistance accessing records beyond that you can contact the Utility Customer Care Team at Utilitybilling@cityofsalem.net and we can help provide historic information.

• Will I get a new bill and bill date?

  After the transition to the new system, you will be billed on the same cycle and time of the month or bill date that you are currently scheduled. The bill will have a different layout but will provide the same information that is on the current bill.

• How can I pay my pre-existing bill online after the change?

  After the launch of the new system, you will need to know your new utility account number to make an online or telephone payment. You can look up your new account number online using your previous account number. Your new account information will also be listed on your February utility bill. As always you may contact our Utility Customer Care Team at Utilitybilling@cityofsalem.net, or 503-588-6099, Monday to Friday, 8:00 a.m. to 5:00 p.m. to obtain the information.

• Do I need to create an account in the customer portal to pay a bill online?

  Customers will be able to pay using the One-Time payment option without registering in the new system; however, we encourage all customers to create a login and web user account in the new customer portal. You will need a web user account to access important features, manage your account; view your bills, make payments, review water usage history, manage your digital wallet, and use online forms.

• What are some of the benefits of paying a bill online?

  Paying online gives you the flexibility to use the payment method of your choice as well as schedule payments. You may pay with a credit/debit card, checking/savings account or select from new payment options such as Apple Pay, Google Pay, PayPal and Venmo.

• Will there be any changes to my utility rates?

  In November 2024, the Salem City Council approved a rate increase of 4.5 percent effective January 1, 2025. Those new rates will appear on utility bills in February 2025. The routine rate changes are based on overall utility system requirements and are not a result of the new billing software.