Payment channels

Pay City of Richmond Department of Public Utilities – Water and Wastewater Services

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 EZ-PAY is hosted through secure8.i-doxs.net and the enrolled no-fee account experience is branded MyHQ; Richmond's current public pages do not identify the MyHQ vendor separately. Promise Network Inc. operates the Richmond.promise-pay.com delinquency payment-plan portal.. Never enter account credentials into a lookalike site reached through an unsolicited message.

Open payment portal ↗

Telephone payment

Phone IVR

(804) 646-4646 accepts telephone credit-card payments during Monday-Friday 8:00 a.m.-5:00 p.m. customer-service hours. The same number has a 24-hour, seven-day self-service payment option; press option 2. Richmond's general city service/emergency route is 311 or (804) 646-7000.

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

Richmond DPU does not publish a direct utility text-to-pay keyword. Customers enrolled in Richmond PromisePay may provide contact information for payment reminders and other account notifications through text messaging; enrollment is at https://richmond.promise-pay.com and is for a past-due payment arrangement rather than ordinary bill payment. MyHQ provides electronic bills, ACH payments, and AutoPay through the account portal.

Mail-in address

City of Richmond Department of Public Utilities, P.O. Box 70621, Philadelphia, PA 19176-0621. Make checks payable to City of Richmond Department of Public Utilities and include the DPU account number/payment stub; do not put cash in a drop box or mail cash.

Counters, drop boxes, and office hours

Payments may be made at City Hall Finance Office, Room 102, 900 E. Broad Street, Richmond, VA 23219, Monday-Friday 8:00 a.m.-5:00 p.m. A City Hall drop box on the 10th Street side accepts checks and money orders only, and an East District Center drop box also accepts checks and money orders only; neither should receive cash. The Southside Community Service Center, 4100 Hull Street, is open Monday-Friday 8:00 a.m.-5:00 p.m. for utility transactions. Customers should confirm any temporary service changes during the 2026 billing-system transition through DPU at (804) 646-4646.

Accepted digital instruments

What you can use online

MyHQ supports ACH payments, electronic billing, and AutoPay from a bank account without a convenience fee. EZ-PAY accepts debit cards, Visa, Mastercard, Discover, checking, savings, and money-market accounts; credit-card payments are limited to $1,000 per transaction and ACH payments to $100,000. DPU's phone option accepts credit cards, and Richmond PromisePay offers automatic payments and text reminders for enrolled plans.

2026 transaction pricing

Convenience fees

MyHQ enrolled-account ACH payments and AutoPay are advertised with no convenience fee. The current Richmond pages do not state a separate EZ-PAY card fee or percentage surcharge in the reviewed 2026 text; customers should review the transaction screen before submitting a debit/credit payment. PromisePay payment plans are described as flexible, and no transaction fee is charged for the plan service in DPU's landlord-payment-plan material.

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 Richmond Department of Public Utilities – Water and Wastewater Services 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 →