Payment channels

Pay City of Norfolk Department of Utilities – 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 InvoiceCloud is the payment processor reached through the HRSD/HRUBS Billing and Payments link; the combined account experience is branded HRSD My Account. Norfolk's city pages do not identify a separate vendor for the municipal water account layer.. Never enter account credentials into a lookalike site reached through an unsolicited message.

Open payment portal ↗

Telephone payment

Phone IVR

For the combined HRUBS/HRSD bill, call (844) 257-6063 with the 10-digit HRUBS account number; the bill-payment page also lists (888) 430-4385 as a payment line. Call Norfolk Utilities Customer Service at (757) 664-6700 for account help, termination holds, and restoration; the line is staffed Monday-Friday 7:30 a.m.-5:00 p.m.

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

Norfolk does not publish a direct water-bill text-to-pay keyword. Customers enrolled in PromisePay may provide contact information for payment reminders and account notifications by text, but that is a past-due payment-plan service. The HRSD My Account portal and phone line are the published direct online and automated payment paths.

Mail-in address

HRUBS, P.O. Box 37097, Boone, IA 50037-0097. Mail a check or money order with the payment stub and write the account number on the payment; the City specifically says not to mail cash.

Counters, drop boxes, and office hours

Norfolk Utilities Customer Care Center, 810 Union Street, Suite 101, Norfolk, VA 23510, accepts cash, checks, and money orders at the payment window Monday-Friday 8:00 a.m.-4:30 p.m. HRSD's Customer Care Center at 1434 Air Rail Avenue, Virginia Beach, VA 23455, is open Monday-Friday 8:30 a.m.-4:00 p.m. Norfolk also provides seven drop-box locations; checks and money orders only, no cash. Participating Hampton Roads merchants can accept payments through the HRSD payment-locations search, and the combined account holder should call Norfolk customer service if service is already in jeopardy.

Accepted digital instruments

What you can use online

HRSD My Account/InvoiceCloud accepts checking or savings accounts, debit or ATM cards, and Visa, Mastercard, or Discover credit cards. The combined bill can be paid online or by phone, and customers may register for recurring online payments. Norfolk's local payment page also provides flexible payment arrangements; PromisePay can set up automatic payments and text reminders for a past-due balance.

2026 transaction pricing

Convenience fees

A dedicated this detail was not publicly posted. Norfolk's current 2026 bill-payment pages disclose the available card, debit, ACH, phone, and InvoiceCloud channels but do not publish a current flat or percentage convenience-fee schedule. The payment confirmation page should be reviewed before submission; checks, money orders, and the customer-care payment window remain available alternatives.

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 City of Norfolk Department of Utilities – 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.

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