City of Richmond DPU

PromisePay offers flexible and convenient payment plans to help you pay off the past due balances owed to the City of Richmond DPU over time.

Residential customers with a total balance of $30 or more are automatically qualified for a payment plan.

Your payment plan covers your past due balance and your current charges as of today. You must pay all new water bills with Richmond DPU directly.

Your new bills must be paid to Richmond DPU to keep your water on. Your payment plan payments will be processed by PromisePay. PromisePay is here to help you pay off your past due balance.

If you need an extension for your plan payment or need to make a change to your plan, just let us know. We are here for you and will do whatever we can to help you make it work.

Once you are enrolled in a payment plan with PromisePay, you have to keep up on your monthly payments AND pay all future water bills directly with Richmond DPU. If you stay current on both your plan payments and pay all new water charges, you can avoid shut offs and late fees.

Yes, if you sign up for a payment plan with PromisePay you can still get any available community-based grants or other relief that you are otherwise qualified for.

Call PromisePay at (804) 626-5420. Agents are available Monday - Friday, from 8am - 5pm ET.

Call Richmond DPU directly at (804) 646-4646. Agents are available Monday through Friday 8 am to 5 pm EST.

Yes, Richmond DPU will shut off water service for non-payment of bills. If you have specific questions, please call Richmond DPU at (804) 646-4646. Agents are available Monday through Friday 8 am to 5 pm EST. Please find additional resources and help here.

To avoid disconnection of service, please continue to pay your payment plan and current water bill.

Starting a PromisePay payment plan will NOT get your services restored. Please contact City of Richmond DPU at (804) 646-4646 to restore your services. Agents are available Monday through Friday 8 am to 5 pm EST.

Frequently asked questions

What is PromisePay?

Do I qualify for a payment plan?

What charges does this plan cover?

Once I’m enrolled, where do I pay my new water bills, to PromisePay or Richmond DPU?

How flexible are these payment plans?

How do I keep my water on?

If I sign up for a payment plan, am I still eligible for grants or other services?

I want a different plan. Who should I call?

I have a question about my bill. Who should I call?

I want to change the name or address on the account. Who should I call?

Is Richmond DPU currently or planning to do shut offs?

Will being in a PromisePay plan protect me from shut offs?

My services are disconnected, how can I get them restored?

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