When did my customer-account number change and what do I have to do?
Starting in March 2019, customers received redesigned water utility bills with 15-digit customer-account numbers.
Electronic payment: The City offers several ways to pay your bill electronically. Be sure to verify that your payee number for City of Ottawa Water matches your new customer-account number. If it does not match, change it with your bank before you pay.
Pre-authorized payment: Pre-authorized payment plans will be updated automatically.
In-person payment: You can pay in person at Client Service Centres and banks. Bring your bill so payment can be applied to your new customer-account number.
Cheque payment: If paying by cheque, include the bill stub with payment or write the customer-account number on the memo line of your cheque.
If I have questions regarding my water utility bill, who do I call?
For questions regarding your water utility bill, please visit the Water and Sewer section at Ottawa.ca/Water, login to your My ServiceOttawa account or call the City of Ottawa Revenue Services at 613-580-2444 (TTY: 613-580-2401) Transactions will be recorded for training and quality assurance. Please have your service address and the customer-account number listed on your bill available when calling.
The City of Ottawa hours of operations are: Weekdays, 8 a.m. to 4:30 p.m. (June to August, 8 a.m. to 4 p.m.)
What if I’m experiencing difficulties processing my water utility bill payment?
For technical help with online card payment, please contact the Paymentus Call Centre: 1-866-577-5195 or email Paymentus customer care at mailto:firstname.lastname@example.org (link sends e-mail)
- For help with My ServiceOttawa, please submit technical issue using the feedback button on MyServiceOttawa page
- For help understanding your water utility bill, please contact the Revenue Services
If I have Paymentus system technical service questions regarding making a water utility bill payment online, who do I call?
For Paymentus system support questions such as difficulty with making a payment online, please call Paymentus Customer Support Hotline at 1-866-577-5195. This support hotline is a 24 hour, 7 days a week service available in both English and French.
Or email Paymentus customer care at email@example.com (link sends e-mail)
What credit cards can I use to pay my water bill?
We accept payment by MasterCard, Visa and American Express (Amex).
If I pay using Interac Online, which financial institutions support this option?
Interac Online allows for internet banking with the following financial institutions: RBC - Royal Bank, Scotiabank and TD Canada Trust. For more information, visit your personal online banking instructions.
Is there a maximum amount that I can charge to my credit card?
Yes, the maximum amount per transaction is $999,999.99. However, your personal financial institution may have preset daily limits based on your individual spending patterns. When making a large or unusual payment by credit card, call and advise your personal financial institution before completing the transaction.
How will my transaction be confirmed?
When using your credit card or Visa Debit, you will receive an on-screen confirmation number. You will also receive an email receipt which will include the service fee from the third-party provider, Paymentus Corporation.
When using Interac Online, your payment will be confirmed through your financial institution's website.
When is my payment credited to my water account?
Payments made before 10:00 p.m. will be credited to your water utility account on the next business day. Payments made after 10:00 p.m. will be credited to your water utility account within two business days.
How will the payment be displayed on my credit card or Debit?
Your statement will have two entries. One will be for the payment to the City of Ottawa and the other will be your service fee payment to Paymentus Corporation.
What is Paymentus?
Paymentus is a third-party service provider that securely processes online water utility payments on behalf of the City.
How do I know my payment information is secure with Paymentus?
When paying online, you can verify the security of the third party, Paymentus, by viewing the bottom right hand corner of the Paymentus screen where you will see an icon displaying a lock and indicating the site is secured by ‘thawte’, Paymentus encryption security provider.
Why is there a service fee?
Paymentus charges a fee which covers handling and processing costs. The City of Ottawa does not receive any part of the service fee. Paymentus is an independent corporation providing a hosted service for the City of Ottawa. Ottawa City Council passed By-law 2013-191 in June 2013 allowing third party payment processors to charge a fee for handling credit and debit payments.
Can I pay my water utility bill by credit card at a Client Service Centre Counter?
We continue to accept credit cards, debit cards, cash and cheques at the Client Service Centres. You can use any publicly available computer with access to the internet to visit Ottawa.ca and make a water utility payment online.
If I don’t own a computer, how can I pay online?
If you choose to do so, you can use any publicly available computer with access to the internet to visit Ottawa.ca and make a water utility bill payment online using your credit card, Interac Online or Visa Debit. A valid email address is required.