What PWD Bill Pay Is and How It Works
PWD Bill Pay is the online payment system run by the Philadelphia Water Department. It lets you pay your water, sewer, and stormwater bills from your computer or phone without writing a check or visiting an office. You can set up a one-time payment, schedule payments in advance, or arrange automatic monthly withdrawals from your bank account.
The system accepts payments from a bank account (ACH transfer) or debit card. Credit card payments are not accepted. Payments typically post to your account within one to two business days, though the exact timing depends on your bank and the payment method you choose.
Key Takeaways
- PWD Bill Pay lets you pay online, by phone, or by mail — you do not have to visit a payment center in person.
- You need your PWD account number (found on your bill) and either a bank account or debit card to pay online.
- Automatic payments can be set up to withdraw money on the same date each month, which prevents missed payments.
- If you cannot afford your bill, PWD offers a hardship program that can lower your monthly payment based on your household income.
- Payments made online are free, but paying by phone with a representative costs a fee.
How to Set Up an Online Account and Make Your First Payment
Go to pwd.org and click on "Bill Pay" or "Pay My Bill" in the top menu. You will be asked to create a login using your email address and a password you choose. You will also need your PWD account number, which appears at the top of your paper bill or in any recent notice from the Water Department.
Once you are logged in, select "Make a Payment" and enter the amount you want to pay. Choose your payment method — bank account (ACH) or debit card — and provide the required information. Review the details carefully before confirming. The system will show you the date the payment will be processed and when it should reach PWD.
If you do not have an online account yet, you can also pay without logging in by visiting the "Pay Without Login" option on the PWD website. This works for one-time payments but does not let you set up automatic payments or view your payment history.
Setting Up Automatic Monthly Payments
Automatic payments remove the risk of forgetting to pay and help you avoid late fees. Log into your PWD Bill Pay account, go to "Manage Autopay," and select "Enroll in Autopay." Choose the date each month when you want the payment to be withdrawn — most people pick a date shortly after payday or when they know funds will be in their account.
You can change the payment amount, pause autopay temporarily, or cancel it entirely at any time through your account. If you need to stop a payment before it processes, you must contact PWD at least one business day before the scheduled withdrawal date. The phone number for customer service is 215-685-6300.
Automatic payments are deducted from your bank account on the date you choose each month. This is different from a bill due date — you control when the money leaves your account, so you can align it with when you receive income.
Payment Methods, Fees, and Processing Times
PWD Bill Pay accepts two payment methods online: ACH transfers (direct withdrawal from your bank account) and debit cards. Both are free when you pay through the website. Credit cards are not accepted. If you pay by phone with a PWD representative, there is a fee — check the PWD website or call customer service for the current amount.
ACH payments typically take one to two business days to post to your account after you submit them. Debit card payments may post the same day or within one business day. If you are paying a bill that is already late, paying online does not stop a late fee that has already been added — it only prevents future late fees from accruing.
If you mail a check, PWD recommends sending it at least 10 days before the due date to account for postal delays. Mailed payments are processed when they arrive at the Water Department office, which can take longer than online payments.
What to Do If You Cannot Afford Your Bill
PWD runs a Hardship Program that can reduce your monthly bill if your household income is below a certain threshold. The program is based on your income and household size, not on whether you are behind on payments. You can apply even if your bill is current.
To learn about the Hardship Program, call PWD customer service at 215-685-6300 or visit pwd.org and search for "hardship." You will need to provide proof of your household income — recent pay stubs, tax returns, or a letter from your employer are typical documents. The process usually takes a few weeks.
If you are behind on your bill and cannot catch up, contact PWD before your account is referred to a collection agency. The Water Department may be able to work out a payment plan that spreads your arrears over several months, making the payments more manageable.
Troubleshooting Common Payment Problems
If your payment was rejected, the most common reasons are an incorrect bank account number, insufficient funds, or a mismatch between the name on your account and the name on your bank account. Check that all the information you entered matches your bank records exactly. If the problem persists, contact your bank to confirm the account is active and has no restrictions on ACH transfers.
If you do not see your payment reflected in your account balance after two business days, log back into PWD Bill Pay and check the payment status. The system will show whether the payment is pending, processed, or failed. If it shows as processed but your balance has not updated, wait one more business day — the Water Department's billing system sometimes lags behind the payment system.
If you need to cancel a payment you just made, contact PWD customer service immediately. They can stop a payment only if it has not yet been processed by your bank, which is usually within 24 hours of submission.
Other Ways to Pay If You Cannot Use PWD Bill Pay
If you do not have internet access or prefer not to pay online, PWD accepts payments by phone, mail, and in person. To pay by phone, call 215-685-6300 and speak with a representative — this method charges a fee. To pay by mail, send a check or money order to the address on your bill; include your account number on the check.
PWD also accepts payments at authorized payment centers throughout Philadelphia. These are typically located at libraries, community centers, and some retail locations. Hours and locations change, so check pwd.org or call customer service to find a center near you.
If you are enrolled in automatic payments through PWD Bill Pay, you do not need to use any other payment method unless you want to make an extra payment or change your payment date.
Frequently Asked Questions
Can I pay my PWD bill with a credit card?
No. PWD Bill Pay accepts only bank account transfers (ACH) and debit cards. If you want to use a credit card, you would need to pay by phone with a representative, which includes a fee. Check the PWD website for the current phone payment fee.
What happens if I miss a payment?
A late fee is added to your bill if payment is not received by the due date. If your account remains unpaid for several months, PWD may shut off your water service and refer your account to a collection agency. Contact PWD immediately if you cannot pay — they may offer a payment plan or direct you to the Hardship Program.
How do I know if my automatic payment went through?
Log into your PWD Bill Pay account and check your payment history, which shows all payments submitted and their status. You can also check your bank account to confirm the withdrawal. If you do not see the payment after two business days, contact PWD customer service.
Can I change the amount of my automatic payment each month?
Yes. Log into your account, go to "Manage Autopay," and adjust the amount. The new amount will apply to your next scheduled payment. If your bill varies significantly month to month, you may prefer to make manual payments instead so you can pay the exact amount due.
What if I move or change my address?
Update your address with PWD before you move so your bills go to the correct location. You can update your address through PWD Bill Pay, by calling customer service, or by mail. Your online account login will remain the same as long as you use the same email address.