Payment channels

Pay Citizens Energy Group – Citizens Water and CWA Authority, Inc. (Indianapolis Water and Wastewater)

Use the provider’s verified online, telephone, mail, or counter instructions. Check the final confirmation screen for the amount, processing date, and any transaction fee before submitting.

Primary online route

Use the official payment portal

The direct portal is the fastest route when it is available. The provider identifies its payment gateway as PayNearMe for the current one-time payment and retail cash-payment workflow; Citizens also provides its own My Account portal for account history, payment, budget billing, AutoPay, and alerts.. Never enter account credentials into a lookalike site reached through an unsolicited message.

Open payment portal ↗

Telephone payment

Phone IVR

317-924-3310 for automated credit/debit/ATM-card payment instructions; Citizens customer support and water emergencies use 317-924-3311. The payment page says residential card payments through the phone channel have no fee, while commercial card payments are assessed a 3.5% service fee.

Have your account number and payment instrument ready. Follow the provider’s recorded prompts and retain the confirmation number.

Alternative channels

Mail, text, and in-person payment instructions

Pay by text

Citizens does not publish a conventional text-to-pay keyword or short code. Customers can enable account alerts and payment reminders through My Account; the official outage-alert notice says customers may receive notices when a bill is ready, due, posted, or unpaid, and Indiana 211 can be reached by texting a ZIP code to 898-211 for assistance referrals. Those text features are alerts or assistance navigation, not a Citizens utility payment enrollment flow.

Mail-in address

Citizens Energy Group, P.O. Box 7056, Indianapolis, IN 46207-7056. Customers may write one check for combined gas, water, and wastewater services where their accounts are combined.

Counters, drop boxes, and office hours

Citizens' corporate office is 2020 North Meridian Street, Indianapolis, IN 46202. The main office has a 24-hour payment center with kiosks accepting cash, check, credit, and debit cards, and Citizens states that kiosk payments post immediately. Citizens also offers more than 300 authorized third-party payment sites, including CVS, Family Dollar, Kroger, Casey's and other listed retailers; PayNearMe permits cash payments using a reusable PayCode and the current one-time-payment page says participating retail payments have no service fee. Citizens states that customers can pay by cash, check, debit card, or card at authorized locations; customers should use the official payment-location search because individual retailer hours and instruments vary.

Accepted digital instruments

What you can use online

Checking or savings bank draft, Visa, MasterCard, Discover, American Express credit/debit/ATM cards, Google Pay, Apple Pay, PayNearMe smartphone wallet workflow, Citizens My Account AutoPay, Budget Billing, and bank bill pay. Residential customers have no published service fee for online/phone card payment on the current payment page; commercial card payments are assessed 3.5%. Cash and check are also accepted at kiosks and authorized locations.

2026 transaction pricing

Convenience fees

The current Citizens payment page states no service fee for residential customers paying by Visa, MasterCard, Discover, American Express, debit/ATM card, bank draft, Google Pay, or Apple Pay; commercial customers are assessed a 3.5% card service fee. PayNearMe retail payments and the listed smartphone-payment workflow are described as having no service fee. The page does not publish a separate 2026 residential convenience surcharge.

Fees can vary by payment type, channel, account class, and processor terms. The checkout screen is the final fee disclosure.

Payment guidance

Choose the payment channel that fits your deadline

The safest payment path is the one published by Citizens Energy Group – Citizens Water and CWA Authority, Inc. (Indianapolis Water and Wastewater) and matched to the account information on your bill. Online portals are convenient, but telephone, mail, counter, and drop-box options may follow different posting schedules and may use different fees.

For a routine payment, save the final confirmation page or IVR number and check when the transaction will post. For a same-day shut-off notice, do not assume that submitting a card payment automatically stops a field order; ask the provider what amount and confirmation are required.

Never send your account number, password, card details, or bank information to Water Ledger. Those details belong only on the provider’s verified payment channel or at an authorized counter.

Return to utility profile →Review shut-off rules →