Where to pay your City of Richmond utilities bill
The City of Richmond Department of Public Utilities accepts payments through several channels. You can pay online at richmondgov.com/utilities, by phone at 804-646-5050, by mail, or in person at the customer service office located at 900 East Broad Street, Richmond, VA 23219.
Online payment is the fastest option and lets you set up a one-time payment or recurring automatic payments. You will need your account number, which appears on your bill. Phone payments also process immediately, though you may wait on hold during peak hours. Mail payments take 7 to 10 business days to reach the city and post to your account, so send them early if your due date is approaching.
In-person payments at the customer service office are processed the same day. The office is open Monday through Friday, 8 a.m. to 5 p.m., and closed on city holidays. Bring your bill or account number and a form of payment — cash, check, or debit card.
Key Takeaways
- Online payment at richmondgov.com/utilities is the fastest method and allows you to schedule automatic recurring payments.
- Phone payments at 804-646-5050 process immediately but may have wait times during busy periods.
- Mail payments take 7 to 10 business days, so send them well before your due date to avoid late fees.
- The customer service office at 900 East Broad Street processes in-person payments same-day, Monday through Friday, 8 a.m. to 5 p.m.
- Your account number on your bill is required for all payment methods except in-person cash payments.
Setting up automatic payments to avoid missed due dates
Automatic payments remove the risk of forgetting a bill. Log into your account at richmondgov.com/utilities, select the payment option, and choose "recurring" or "autopay." You can set the payment to occur on a date you choose each month, typically a few days before the due date shown on your bill.
Automatic payments draw from a bank account or debit card you provide. The city will send you a confirmation email after you set it up, and you will receive a receipt each time a payment processes. You can change or cancel automatic payments anytime through your online account, so there is no long-term commitment.
If you want to pause payments temporarily — for example, if you are disputing a charge or waiting for a billing correction — you can suspend autopay without canceling it entirely. Contact customer service at 804-646-5050 to discuss a temporary hold.
Understanding your bill and due date
Your City of Richmond utilities bill shows charges for water, sewer, and stormwater services. The bill lists your account number, the billing period, the amount due, and the due date. Most bills are due within 20 days of the billing date, though this can vary.
Late fees apply if payment is not received by the due date. The city typically charges a percentage of the unpaid balance as a late fee, and interest accrues on overdue amounts. If you cannot pay by the due date, contact customer service immediately — the city may offer a payment plan or discuss your options before late fees are added.
Your bill also shows your water usage in gallons. If your usage spikes unexpectedly, it may indicate a leak. Check for running toilets, dripping faucets, or water in your yard. A leak can double or triple your bill, so addressing it quickly saves money.
What to do if you cannot pay on time
If you are struggling to pay your bill, contact the City of Richmond Department of Public Utilities customer service at 804-646-5050 before the due date. Explain your situation — the city may be able to set up a payment plan that breaks your bill into smaller installments over several months.
Payment plans typically require you to pay a portion of the overdue balance immediately and the remainder in equal monthly payments. The city may also discuss whether you are may be able to access for any assistance programs, though availability varies. Having a payment plan in place prevents service disconnection and stops late fees from accumulating.
If you are a low-income household, ask about the city's utility assistance programs when you call. Some local nonprofits and government agencies offer grants or bill payment help to may have access to households. Customer service can point you toward resources in your area.
Checking your account balance and payment history
Log into your account at richmondgov.com/utilities to view your current balance, recent payments, and billing history. The online portal shows the date each payment was received and posted, which is useful if you are tracking a mailed check or confirming an automatic payment went through.
If you notice a payment is missing from your history, check the payment method you used. Online and phone payments typically post within one business day. Mailed checks can take 7 to 10 days. If more than 10 days have passed since you mailed a payment and it still does not appear, call customer service with the check number and amount.
Your account history also shows your usage over time. Comparing months can help you spot unusual spikes that might indicate a leak or a change in your household water use.
Handling billing disputes and errors
If you believe your bill is incorrect — for example, if you were charged for a period when you did not live at the address or if the usage seems unusually high — contact customer service at 804-646-5050 with your account number and the specific charge you are questioning.
The city will review your account and may send a representative to check your meter or investigate a potential leak. This process typically takes 10 to 15 business days. While a dispute is being reviewed, you are still responsible for paying the undisputed portion of your bill to avoid late fees. Pay what you know is correct and note on your payment that you are disputing the remainder.
If the city finds an error in your favor, they will issue a credit to your account. If the investigation confirms the bill is correct, you will owe the full amount plus any late fees that accrued while the dispute was pending.
Frequently Asked Questions
Can I pay my bill with a credit card?
The City of Richmond accepts debit cards and bank account payments online and by phone. Credit card payments are not listed as an option on the city's payment page. If you want to use a credit card, call customer service at 804-646-5050 to ask whether they can process it over the phone, though a fee may apply.
What happens if my water service is shut off?
The city disconnects service for non-payment, typically after an account is 60 days overdue. Before disconnection, you will receive a notice. Contact customer service immediately if you receive a disconnection notice — paying the full amount due or setting up a payment plan can stop the disconnection. Reconnection fees apply if service is shut off.
How do I report a water leak or damaged meter?
Call the City of Richmond Department of Public Utilities at 804-646-5050 to report a leak, damaged meter, or other service issues. You can also submit a report online at richmondgov.com/utilities. Provide your account number and a description of the problem. A technician will be sent to investigate.
Can I set up a payment plan if I owe multiple months of bills?
Yes. Contact customer service at 804-646-5050 to discuss a payment plan for past-due amounts. The city typically requires a down payment and then spreads the remainder over several months. Payment plans help you avoid service disconnection and stop additional late fees from building up.
Is there a discount for seniors or low-income households?
The City of Richmond may offer assistance programs for may have access to households. Ask customer service at 804-646-5050 about programs in your area. may be able to access and program details vary, so speaking with a representative is the best way to learn what might be available to you.