Utility Billing

Tuesday, October 27, 2026: On October 2, the City of Oshkosh was notified of unauthorized access to utility billing information involving our third-party utility billing vendors, AquaHawk and InvoiceCloud. The incident resulted in unauthorized access to select utility customers' account information, including account numbers, customer names, email addresses, and invoice numbers.

No social security numbers, driver's license or state identification numbers, financial account information, credit or debit card numbers, security codes, or passwords were accessed.

Upon discovery of the incident, immediate action was taken. The compromised access key was disabled to prevent further access. AquaHawk’s affected systems have been updated, additional security measures are in place, and all identified remediation actions have been completed.

What security measures have been added?

When you pay a utility bill online, you must now have an invoice number to access one-time payment. This is a verification step added to provide additional account security.

Emails were sent out about the incident; why did I not receive one?

An email was sent out on Oct. 9 to all impacted email addresses. If you did not receive an email from the City of Oshkosh, your email address was not impacted.

Do I need to change my payment method?

No. You do not need to make any changes to your payment method or any other account information. No financial information, including credit or debit card numbers, was accessed.

No actions or changes to your utility account are required. However, we encourage customers to remain alert for potential scam or phishing emails. Be cautious of unexpected messages requesting personal or payment information and avoid clicking suspicious links or attachments.

You may continue making payments through the City's usual online payment service or by calling 888-412-1013. If you have questions or concerns, please contact the Utility department at 920-232-5325 or utilitybill@oshkoshwi.gov.