211 is a 24-hour phone referral service for people needing assistance with paying utility bills, food, health services, domestic violence assistance, shelter and many other needs. When you call, you get an actual human on the phone who will do a database search to help you find solutions.

Modest Needs Foundation is a grant program. It is for unusual or emergency situations, and if approved, Modest Needs would pay the bill in its entirety. You would not be expected to repay the grant.

Please call us at 442-339-2420 with any questions or concerns. We’re happy to help.

Establishing water service

• To start service, customers must call 442-339-2420. Online self-service is currently not available.
• The City of Carlsbad requires at least 24 hours notice for service turn-on.
• To determine whether the property is located within the city’s districts, please view the water district or sewer district maps.
• There is a $43 setup fee for all new accounts.
• If the city is contacted on the same day as requested service turned on, there will be a $145 charge assessed on the next bill.
• When calling on holidays, on weekends or after 5 p.m. on weekdays to have water turned on the same day, a charge of $249 must be paid to the city on the following working day. 

Discontinuing service

• To stop service, please call 442-339-2420. Online self-service is currently not available.
• Charges will accrue until the city is contacted to discontinue service. The city requires at least 24 hours notice to discontinue service.
• By accepting service, one is subject to all rules and regulations of the city and is responsible for all charges incurred on the monthly bill until the city is notified to discontinue service.

Continuity of service for landlords only

• The City of Carlsbad offers a continuity of service fee option of $9 (in lieu of the $43 setup fee) for landlords who wish to retain water service to rental properties during periods of vacancy.
• This option is only for City of Carlsbad landlords who receive water service from the city water district.
• To sign up for this service, please complete a continuity of service agreement form and email it to utilitybilling@carlsbadca.gov or fax it to 760-602-8553.

The City of Carlsbad bills water and sewer customers on a monthly basis. The billing period is normally 30 days and based on the water meter reading date. If service is established in the middle of a billing period, all charges are prorated. Charges paid after the due date are subject to a ten percent late fee. Charges not paid after 30 days are considered delinquent and are subject to additional fees. Charges will continue to accrue until the city is notified to discontinue service.

Payments can be made:

• Online: Acceptable methods of payment include Visa, Mastercard or Discover and E-Check. There are no credit card fees assessed. Credit card transactions are authorized immediately and typically take 48 hours to settle. ACH (e-checks) transactions typically take 48 – 72 hours to settle. The standard payment retention period is 24 months.

You are not required to register for an online account. Please click on “Pay My Bill.”

• Drop boxes: Located in the parking lot at City Hall on Pio Pico Drive and outside the City of Carlsbad Faraday building (1635 Faraday Ave.). Payments deposited in these drop boxes will NOT be credited to an account until the following business day. 

• By phone: Please call 442-339-2420, Option 1. This is a secure automated line that is available 24/7.  Due to PCI compliance, payments cannot be accepted with a representative over the phone, you must use the automated system. 

Please note:

• The city reserves the right to refuse payment of utility charges in coins.
• Postdated checks will not be accepted.
• Past due bills scheduled for shut off must be paid in cash, money order, or credit card in person at the Faraday building, or by credit card with utility billing customer service by calling 442-339-2420, Option 1.

How to Register an Online Account
You can register for a new account through a simple two-step process. Please do not use Internet Explorer to access this system. The preferred internet browser is Chrome.

1. Please go to https://waterbill.carlsbadca.gov/ and click on “New User Register Now” and complete the online registration form. 
   • The username cannot contain any spaces and must be a minimum of 8 characters long. Your email address is an acceptable username.
   • Your password must contain 3 special characters (@#!$%&). They can all be the same, or all different, but you must include 3. For example: waterbill$$$
   • Your account number needs to have 8 digits before the dash. Add zeros at the beginning to equal 8 digits. For example, if the account number is 1234567-01, it would be entered as 01234567-01.
   • Please enter your mailing zip code.

   Note: Please pay attention to the box “Receive Printed Bills?”

2. Once you have successfully completed the registration form, you will receive a message stating your registration is complete and you will receive an email containing a verification link. Please check your junk or spam folders. Click on the verification link provided in the email to authorize the account. 

I forgot my Password; how do I access my account?
Click on “Forgot Password?” at the bottom of the login screen. You will need your username to retrieve your password.

I forgot my Username; how do I access my account?
Click on “Forgot Username?” at the bottom of the login screen. You will need your email address to retrieve your username.

What if I cannot locate my account number?
You can contact customer service for assistance at 442-339-2420.

How do I change my account information?
Simply log into your account and change any of your personal information under the “My Profile” tab under “Manage Account.”

If I sign up to Go Paperless, how will I receive my bills?
You will receive an email notification each time a new bill is ready for you to view and pay. Email notifications go to the email address used when you registered.

Can I start receiving paper bills again?
Yes, simply login and click on “Paperless.” Then, select “No” and save your changes. However, you cannot receive electronic bills and paper bills. You must choose one or the other.

Can I use more than one payment method per transaction?
No. Multiple payment methods require multiple transactions.

Is my information secure?
The Invoice Cloud online payment system uses the highest standards in Internet security. Account information displayed within the payment portal is abbreviated to protect confidential data. Any information retained is not shared with third parties.

Is my credit card and checking account information safe when I pay online?
Absolutely. Your financial information is stored safely using Payment Card Industry (PCI) Compliant systems. This includes abbreviating account numbers so that even we do not see your complete account information.

What is PCI Compliance and why is it so important?
PCI stands for Payment Card Industry, and compliance with the industry standards is a requirement for those that accept the major credit cards and for software providers who have applications which involve the transmission and/or storage of credit card information.

Need more information or have other questions?
Please call or email customer service at 442-339-2420 or utilitybilling@carlsbadca.gov.

What is Auto Pay?
Auto Pay is a convenient option in which bills will be paid automatically, on their due dates, using your default credit card or bank account. This will avoid any late fees and free you from having to remember when to pay. Login to your account and click on “Auto Pay” to enroll. Allow two (2) business days for Auto Pay to be activated.  Automatic payment will not go into effect for your next bill if the due date is within two (2) business days.

How to Enroll in or Edit Auto Pay
To enroll in or edit auto pay, please login to your online account at https://waterbill.carlsbadca.gov/.

Once logged into your account, click on "Auto Pay," located under "Pay & View Bills."

1. If editing your Auto Pay information, click on “Edit.” To enroll in Auto Pay, proceed with Step 2.
2. Select the payment type, either a bank account or credit card and click "Continue.”
3. Review the information on the following page and click "Continue to Payment Provider.”
4. Proceed with your new credit card or bank account information and click "Submit."

Please note: The edit feature is disabled on your due date and 2 days before your due date. 

Can I cancel Auto Pay?
Yes, simply login to your account and click on “Auto Pay,” then “Stop Auto Pay.” You will receive a confirmation message.

Please Note: The edit feature is disabled on your due date and 2 days before your due date. 

How will I know that my payment has been accepted?
After you submit your payment, you will see a payment confirmation screen. It will contain your payment confirmation message. It will show an approved number for credit cards or a processed number for electronic check. You will also receive a confirmation email after your transaction is submitted. If your electronic check does not pass through the bank, you will receive an email informing you of the rejected payment.

Please note: Customers enrolled in auto pay will not receive a confirmation email.

When going on vacation or out of town for an extended period of time, please arrange to pay the bill in advance to avoid late charges and potential service termination. Arrangements may be made by calling the Finance Department at 442-339-2420, Option 1.

• Approved 2023 Water Rates
• Approved 2023 Wastewater Rates
• Approved 2024 Water Rates
• Approved 2024 Wastewater Rates
• Notice of public hearing on proposed water and wastewater rate increases
• The current rate structure is a tiered rate based on usage (one unit equals 748 gallons).
• *Users of recycled water are charged at a discounted rate of $4.26 per unit

Setup Fee

• A setup fee of $43 will be assessed on the first bill.

Delivery Charge

• Monthly delivery charge is based on meter size.
• This charge is assessed even if no water is used.