Short Summary
The Town of Apex provides multiple options for utility bill payments, including in-person, drop box, mail, online, and phone methods, while also offering resources for payment plans and financial assistance for those facing difficulties. Customers are encouraged to create a profile on the new MyAccount portal for enhanced services, including AutoPay and paperless billing, while the town is currently not applying late fees or disconnecting accounts due to nonpayment.
Detailed Summary
The Town of Apex provides various options for utility account access and payment, ensuring convenience for its customers. Payments can be made in person at Town Hall, via drop box, by mail, online through the MyAccount Customer Portal, or over the phone. Customers are encouraged to stay current with their bills, although the town is currently not imposing late fees or disconnections due to nonpayment.
For those experiencing difficulties with their utility bills, the Town of Apex offers multiple financial assistance programs and payment plans. Customers can request a leak adjustment by completing the appropriate form. Additionally, a $25 fee is charged for returned payments due to insufficient funds.
The newly launched MyAccount Customer Portal, which became available in July 2025, requires all utility customers to use a new account number for online services such as AutoPay and paperless billing. While customers can still receive paper bills without creating a profile, establishing one is necessary for accessing enhanced features. Support resources are available both online and in person to assist customers during this transition.
Utility Account Access / Payment
Updates
- Billing Issues and FAQs (this page is updated frequently, and includes information about known issues and resolutions)
Bill Payment
- In-Person – Visit Town Hall at 73 Hunter Street during normal business hours, Monday through Friday from 8 am to 5 pm.
- Drop Box – Pay by check using the envelope and pay slip included in your mailed bill, through the locked drop box in the Town Hall parking lot, available 24/7
- Mail –**** Mail payments to Town of Apex, PO Box 580398, Charlotte NC 28258-0398
- Online – Visit the MyAccount Online Customer Portal
- AutoPay – Automatically draft your monthly payment using your choice of payment date and method. Enroll through the MyAccount portal.
- Phone – Call (919) 249-3311 to pay your bill over the phone. (You must have your new account number issued in July 2025. Learn more here...
Leak Adjustment Requests
To request a leak adjustment for your utility bill, complete the Leak
Adjustment Form.
Late Fees / Disconnections
The town is not currently applying penalties or disconnecting accounts due
to nonpayment. We are also not reporting delinquent accounts or unpaid
balances to credit agencies.
However, we do encourage customers to stay current on their bill payment.
Payment Plans & Other Resources
Many programs are available through the Town of Apex, Wake County, the State
of North Carolina, and other partners to help those having trouble with paying
their utility bills. View more information about financial assistance
programs
If you need to spread out your utility payments across several months,
complete the Utility Account Payment Plan Request
Form.
Returned Payments
A $25 fee is issued when a customer makes a utility payment, but their bank
account has insufficient funds to cover the payment.
Now Live! MyAccount Customer Portal
As part of our ongoing commitment to enhance service for Apex utility
customers, the new MyAccountcustomer
portal was launched in July 2025. This
transition came after two years of behind-the-scenes work to plan for and
implement a new town-wide financial management software.
Click here for a guide to create your MyAccount user
profile (PDF)
New Account Numbers
As part of the transition, all utility customers received a new account
number , which can be can be found on utility bills July 2025 and after. The
new number can then be used to create your MyAccount online profile (be sure
to enter the number without the dash).
Customer Action is Required
You can still receive paper bills and make payments without creating a
MyAccount profile. However, a profile is required for:
- AutoPay
- Paperless Bills
- Usage Insights(coming soon!)
Resources to Help
To provide the best possible customer service during this transition, we're
providing several resources for technical support:
- Phone -**** call (919) 249-3311 to connect with our Ask Apex call center.
- In Person at Town Hall - Stop by Town Hall during regular business hours (Monday through Friday, 8 am - 5 pm) for in-person support.
- Viewing Older Bills - Twelve months of billing history is populated into MyAccount. Customers will also keep view-only access to eSuite****(our previous platform) if they'd like to see older information.