FAQs
Water Quality and Testing
What is in our water?
We get our water from the Great Lakes, more specifically, the freshwaters of Lake Michigan.
How reliable is Green Bay Water?
The staff at Green Bay Water work 24/7 to ensure high-quality, reliable drinking for their residents. Learn more about our team, mission vision and services here.
Does our water come from the Fox River?
No. Green Bay Water is clean freshwater directly from Lake Michigan.
Do you turn sewage into tap water?
No. Green Bay Water provides drinking water from the freshwaters of Lake Michigan. The Green Bay Metropolitan Sewerage District (renamed “NEW Water”) treats Green Bay’s wastewater and sewage and releases it back into the Fox River.
How often do you test our tap water?
Green Bay Water performs more than 10,000 water quality tests every year.
Want to learn more about your tap water quality?
Check out Green Bay Water’s Consumer Confidence Report here.
How long does it take to flush each water main, and what should I expect?
Our experience has ranged from 20 minutes to an hour or possibly longer and is dependent on various factors. Factors include the water main’s age, the pipe type, the length/diameter of the water main being flushed, and if any sediment buildup is present.
The time is ultimately determined by the turbidity (clarity) of the water being flushed. Test samples are collected from the water as it exits the flowing hydrant. The samples are then immediately tested to determine the turbidity of the water. Once the test samples show that the turbidity is at or below the targeted level, the hydrant will be closed, and the process is complete.
Can I use my water when flushing is taking place?
Yes, you can use the water while we are flushing on your street. Please be aware, however, that our flushing process may stir up rust particles and sediment that may have accumulated over time in the water main. You may notice discolored water when you use water while we are flushing.
You may also experience low water pressure while we are flushing. Your pressure will return to normal once our flushing has ended.
Does flushing waste water?
Water main flushing does not waste water. Our water source is Lake Michigan. Our water is drawn directly from Lake Michigan, near Kewaunee. The water used during our flushing program drains into the City’s stormwater system. It then drains into the Fox River or a different tributary leading to the Bay of Green Bay and eventually back to Lake Michigan- right back where it came from.
Billing and our Online Payment System
How will I receive my bills if I sign up to Go Paperless?
You will receive an email notification when a new bill is ready for you to view and pay. Email notifications go to the email address used when you registered. A courtesy email address may be added if you wish to send messages to an additional email address.
Do I need to register to pay a bill?
No, registration is not required when you choose “One-Time Payment” online. However, by registering, you’ll be able to view prior history, set up automatic payments and store payment information, if desired.
What forms of payment can I use?
You can pay with a credit or debit card, or you may issue an electronic check from your bank account (checking or savings).
What is the difference between “AutoPay” and a scheduled payment?
“AutoPay” is an automated process that pays your balance in full each billing cycle on the due date. You manually enter scheduled payments for the date you choose.
What is “Pay by Text”?
“Pay by Text” is a convenient way to pay your bill by text message. When signed up for “Pay by Text,” bill notifications will be sent by text message (in addition to email notifications). You will then have the option to pay via text message with your default payment method by simply replying. You may enroll in “Pay by Text” when making an online payment or by accessing your account and selecting the “Pay by Text” option. A confirmation will be sent to complete your enrollment.
What is a service or convenience fee?
A non-refundable fee is added to an invoice to cover various administrative costs associated with billing and accepting your payment.
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 an electronic check. You will also receive a confirmation email after your transaction is submitted. The email will include your account number, invoice number, the amount paid and confirmation message. If your electronic check does not pass through the bank, you will receive an email informing you of the rejected payment.
What if I can’t locate my bill?
If your bill is not showing, please double-check that you entered the correct information in the search criteria. An exact match may be required.
When I try to pay my bill, it asks for credit card information, and I want to pay by electronic check.
Under “How would you like to pay,” click on the drop-down box and choose “EFT Check.”
Will I receive a confirmation email that my bill has been paid?
Yes, you will receive a confirmation email.
How long does it take for online payments to process?
Credit card transactions are authorized immediately and typically take 48 hours to settle. ACH transactions usually take 48 – 72 hours to settle.
What is “Account Linking”?
“Account Linking” means linking multiple accounts and viewing and paying all your open bills with a single transaction. When registering bills under the same email address, you are given the option to link the related accounts within the service.
Multiple first email notifications scheduled for the same day, including for different bill types, are grouped into one email rather than sent separately. Payment receipts are sent individually. Editing account information such as changing an email or password will go across all linked accounts; however, changing settings such as “AutoPay” or paperless is only for the accessed account.
Security and Online Billing
Is my information secure?
Invoice Cloud uses the highest standards in Internet security. Account information displayed within the payment portal is truncated 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. Invoice Cloud will safely store your financial information using Payment Card Industry (PCI) Compliant systems. This includes truncating (abbreviating) account numbers so that even we do not see your complete account information.
Have additional questions about billing, online payments and security?
Call us at 920-448-3480, and we will do our best to answer your questions as thoroughly as possible.