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Payments & Utility Billing

Show All Answers

1. How do I open and close a utility account?

Payments & Utility Billing is available Monday through Friday, 8:30 a.m. - 5:00 p.m. customers may visit the South Main Street location or call us at (302) 366-7000. New services for rental units require a minimum deposit of $100, state identification and a signed copy of the lease. *Security deposits are refundable after 3 years’ good payment history, or upon moving out of the property. The refund process may take up to 4-weeks. Services for rental units may use our online services to open, close or transfer a utility account. Open, Close, or Transfer Your Utility Account

2. I am a new homeowner, how do I put the service in my name?

The buyer’s attorney will contact the City of Newark prior to your settlement. They will provide us with your settlement information. We simply ask that you contact us after settlement to provide us with demographical information, such as telephone number(s), mailing address, additional account names.

3. How do I pay my utility bill?

Payments may be mailed to P.O. Box 13447, Philadelphia, PA 19101-3447. The City is required to utilize our local financial institution's lockbox to process payments in a timely manner. Residents who choose not to use this Philadelphia payment center may use one of the following options: online or in person at 220 South Main Street, Newark, DE 19711. Lobby hours of Operation are 8:30 a.m. - 5:00 p.m. Pay Utility Bill Online

4. What is the customer charge listed on my bill?

The customer charge is a flat charge to reduce the City’s sensitivity to various consumptions. It assists in the recovery of fixed costs incurred to provide service.

5. How do I make payment arrangements?

Payment arrangements can be made in accordance to the City Code, provided the account is not in excess of default arrangements, by contacting Payments & Utility Billing. See City Code Ordinance

6. I did an online move-in through Customer Connect, how do I complete the activation of my account?

Once your move-in service order has been completed you will receive an email from the City of Newark. This email will contain a link where you will need to enter your Service Order Reference # (provided during your move-in registration) and the email address you used to create the service order.

If you did not receive this email please click the following link:
https://payments.cityofnewarkde.us/CC/connect/auth

7. I disagree with the amount of my bill, what should I do?

Review your bill to see if the meter reading was an actual meter reading (MR) or a computer estimate (CE). If your meter reading was estimated, contact our office with an actual meter reading. We encourage you to view your daily usage in Customer Connect for continual usage. Our Payments & Utility Billing division is able to assist you with troubleshooting potential issues. Meter tests are available at a cost of $70. This cost is waived if the meter fails.

8. I need help paying my bills, what can I do?

There are many third-party agencies (hyperlink to agencies to lead to attachment) that assist with electric payments. The City of Newark also has an annual fund to help its residents. Contact our partnering agencies or Payments & Utility Billing Division for additional information.

9. What is the “Energy next” line on my bill?

Energy next refers to the inclining rate structure of the bill. While our winter rates are traditionally flat, the summer rates are tiered at the first 250 kWh, next 750 kWh, and kWh in excess of 1000 kWh.

10. What is Budget Billing?

Budget Billing is a service that reviews your prior annual utility bill average. Once the average is calculated, a monthly draft occurs from your checking or credit card account for 11-months. On the 12th month, customers are billed for the current bill and the reconciled balance (debit or credit).

11. Will my preauthorized payment status follow me from one account to another?

No, you will have to request that we transfer your information or re-register with Customer Connect once the new account is established. We will not automatically transfer preauthorized information.

12. How do I change the name on the bill?

Name changes can be updated with the submittal of marriage, divorce, or death certificate.

13. I am a tenant who is unable to place water service in my name, why?

Water and sewer service are directly associated with the property. Services that can be liened must remain in the name of the property owner. While tenants are unable to place the account in their name or establish a Customer Connect account under the name of the owner; you can have the owner provide authorization for us to mail the bills directly to you.

14. What is the difference between the white and pink bills?

The white and green bill is your monthly statement. The pink bill is a final notice that indicates that your most recent monthly statement has not been remitted for payment. The pink notice is only associated with the most recent statement and can accumulate balances. A service interruption can occur for prior notices.

15. What is Customer Connect?

Customer Connect is our new interactive web portal. Customer Connect will enable customers to monitor usage charts, enroll in electronic billing, schedule custom alerts, remit one-time payments, make automatic payments, analyze bills, see usage to date, and request service directly through the portal. Customers will have 24-hour access to review the most current and up-to-date account information.

16. What type of information will Customer Connect provide?

Customer Connect is an interactive portal that allows customers to view real time usage, analyze their utility bill, create custom alerts and notifications, generate more advanced reports regarding usage and billing history, initiate service orders, sign up for automatic payments and more.

17. I am having trouble selecting a password for my Customer Connect account.

You must select 7 alpha characters and 1 numeric character at minimum. Special characters are permissible as well.

18. What payment methods are accepted online?

Customer Connect allows payments through Visa, MasterCard, Discover, and a checking account. Users will receive an e-mailed confirmation for successful payments in addition to the web portal confirmation.

19. Are my Customer Connect transactions secure?

Customer Connect is built with security in mind. The website has been certified to be secured for bank transactions. The site is encrypted with 128-bit encryption and is regularly verified to meet or exceed PCI Data Security Standard (PCI DSS) compliance standards. Your credit card information is not stored.

20. How soon will the payment reflect on my account?

Payment & Utility Billing will see a pending payment immediately following your transaction. Credit card payments should be reflected on your account within 24 hours. Checking account payments should be debited from your account within 48 hours.

21. What information is required to use a credit card?

Customers must have the following information to apply a credit card payment:

• First Name


• Last Name (Alphabet characters only, without spaces)


• Billing Zip Code (The zip code associated with the address of where your bank card statements are mailed)


• Credit Card Type


• Credit Card Number


• Expiration Date


• CVV Code (located on the back of the card)


• Payment Amount (Decimal required when using dollars and cents)

22. What information is required to use a checking account?

Customers must have the following information to use a check electronically:

• Routing Number


• Account Number


• Bank Name


• Name


• Payment Amount (Decimal required when using dollars and cents)

23. My account number does not match the Customer Connect.

Many customers are familiar with using the account number after the series of zeroes on their bill. Customer Connect will allow you to enter these numbers, but you must skip the first box that is present for the first three digits prior to the zeroes that you are omitting. Customer Connect will accept your account number during registration without the 3-digit prefix, but not when you are adding additional users. See below for clarification:

24. I forgot my password, how can I reset?

Resetting your password is easy! Simply click on the link on the homepage that states, “Forgot password?” Simply answer your security question and enter your e-mail address. A reset link will be e-mailed to you. *Payments & Utility Billing Representatives cannot access your password.

25. I keep receiving an error when I attempt to reset my password.

Some customers use the “Remember my password option.” This will overwrite your entries. When resetting or using your changed password for the first time, please make sure that your old password is not overriding your newest password.

26. I forgot my username, how can I reset?

To reset your username, click on the link on the homepage that states, “Forgot username?” Simply answer your security question and enter your e-mail address. A reset link will be e-mailed to you.

27. I just set up my account with a representative, how can I view or pay online?

Customers who set up their new service through a representative will not have immediate access to their account. Once you receive your first bill, you will be able to register for Customer Connect for online access.

28. Can I pay my ticket online?

Customers can pay their ticket online at by clicking the icon.

29. Why does my account show my old address?

The account number that you originally registered for online access will always be your default account. You can link your other accounts by automatically linking your other accounts within Customer Connect by clicking the icon at the top of the screen. If you automatically link your accounts and your active account does not appear, contact our Payments & Utility Billing division so that we can verify that your customer number has not been modified.

30. I am moving from one address to another, will my Customer Connect account automatically transfer over to my new address?

No, you will have to link the accounts by clicking theicon at the top of the screen. The original account will be the default account. Currently, the only way to change the default is by deactivating your account and re-registering under the new account.

31. Can customers sign up for Preauthorized Payments (PAP) or Budget Billing through Customer Connect?

Yes, we ask that all customers register through Customer Connect. To do so, simply, go to the “Billing” header of Customer Connect and click “Payment Plans”. You will then enter the necessary information to complete your registration. *You must sign up for PAP in order to sign up for Budget Billing.

32. Who can I reach out to for Customer Connect assistance?

Our Payments & Utility Billing division is available Monday through Friday from 8:30 a.m. to 4:00 p.m. to assist you utility related inquiries at (302)366-7000.