City of Richmond Water Bill: Pay Online, MyHQ Login, Phone Number, Mail, Payment Plans and Leak Help
Richmond DPU customers often need more than one payment link. You may need to log in to MyHQ, make a one-time payment, call customer service, mail a check, request a payment plan, ask about MetroCare assistance, or understand a high water bill after a leak. This guide keeps the official City of Richmond Department of Public Utilities billing resources in one practical place.
Pay online
Use MyHQ Account for bill history, AutoPay, notifications, wallet tools and fee-free payment features.
Phone payment
Call 804-646-4646 and select option 2 for utility payment, according to the City payment page.
Mail payment
Mail DPU payments to City of Richmond, Department of Public Utilities, P.O. Box 70621, Philadelphia, PA 19176-0621.
Payment help
Use PromisePay for payment plan questions and MetroCare for eligible water assistance and conservation help.
Main Official Richmond Water Bill Links
How to Pay Your City of Richmond Water Bill Online, by Phone or Mail
Richmond DPU customers can pay online through MyHQ or one-time payment, call the utility payment phone route, or mail payment to the DPU remittance address listed by the City.
| Payment method | Official detail | Practical action |
|---|---|---|
| MyHQ Account | View bills and payment history, pay without a fee, set up AutoPay, configure notifications and create a wallet. | Log in or register with MyHQ. |
| One-time online payment | City-linked one-time payment route through KUBRA EZ-PAY / MyHQ payment service. | Open one-time payment and confirm the account details. |
| Phone payment | City payment page says call 804-646-4646 and select option 2. | Call 804-646-4646, choose option 2 and keep your utility account information ready. |
| Mail payment | City of Richmond, Department of Public Utilities, P.O. Box 70621, Philadelphia, PA 19176-0621. | Include your account number and mail early enough for processing. |
| Walk-in help | DPU walk-in service is listed at City Hall, 900 E. Broad St., and East District Initiative, 701 N. 25th St. | Use walk-in help for account questions, documents, payment concerns or service review. |
What You Can Do Inside Richmond MyHQ Account
MyHQ is useful if you want more than a simple one-time payment. It helps Richmond utility customers manage bills, payment history, AutoPay and notifications from one account area.
View bills and payment history
MyHQ lets customers view bills and payment history. City messaging says bill and payment history may go up to 36 months.
Pay without a fee
The MyHQ announcement states customers can pay without a fee through the platform.
Set up AutoPay
AutoPay is helpful for customers who want recurring payment convenience and fewer missed due dates.
Configure notifications
Notifications can help you track bills, due dates and payment activity before an account becomes late.
Create a wallet
Wallet tools can reduce repeated payment entry and help keep payment methods organized.
Replace older payment habits
MyHQ replaced MyCheckFree for Richmond utility billing, so customers should use current official links.
Richmond DPU Payment Plans, MetroCare and Utility Assistance
If you cannot pay the full Richmond DPU bill, do not wait until the balance becomes urgent. Richmond DPU points customers to payment plan options and MetroCare water assistance/conservation programs.
| Help option | Official detail | Best next step |
|---|---|---|
| PromisePay payment plan | PromisePay lists 804-626-5420 for questions about enrolling in a payment plan. | Call 804-626-5420 and ask about payment plan enrollment. |
| DPU account questions | PromisePay says other DPU account questions should go to City of Richmond DPU at 804-646-4646. | Call 804-646-4646 for account-specific billing help. |
| MetroCare Water Assistance | DPU says MetroCare may help qualified customers with paying water bills. | Visit the DPU Billing page or call DPU to ask about eligibility. |
| MetroCare Conservation | Approved applicants may receive assistance with plumbing repairs or replacement of water-inefficient appliances. | Ask whether a leak or old fixture could qualify for conservation support. |
What to Do If Your Richmond Water Bill Is Higher Than Normal
Richmond DPU says high utility bills can happen for several reasons. Before assuming the bill is wrong, check incomplete payments, usage changes, leaks, meter concerns and whether a prior balance or payment arrangement affected the account.
| High-bill clue | Possible cause | What to do first |
|---|---|---|
| Bill suddenly increased | Leak, running toilet, irrigation, extra usage or old balance. | Check usage history, payment history and visible leaks before calling. |
| Leak repaired | Water loss happened before the repair. | Save repair receipts and submit them to DPU for possible account adjustment review. |
| No leak found | Meter read issue, usage pattern change or billing issue. | Contact DPU and ask if a meter read review or field support is needed. |
| Payment did not reduce balance | Incomplete payment, wrong account, timing issue or prior balance. | Check MyHQ payment history and call DPU with confirmation number. |
Richmond Water Quality Reports, Water Questions and RVA 311
Richmond DPU’s Water Utility page links drinking water quality reports and water quality contact information. For general city service requests, customers can also use RVA 311.
Water quality reports
Richmond DPU lists annual drinking water quality reports, including recent Consumer Confidence Reports.
Water quality questions
The Water Utility page lists water quality contact guidance, including phone resources for more information.
RVA 311
Use RVA 311 for non-billing city service requests, local issues and trackable city contact routes.
Richmond Water Bill Phone Number, Email, Walk-In Centers, Mail Address and Map
Use these official details for Richmond DPU payment questions, MyHQ login issues, account service, payment plans, high-bill help, leak adjustment questions and water quality resources.
DPU Customer Care
Phone: 804-646-4646
Email: dpucustserv@rva.gov
City Hall DPU address: 900 E. Broad St., Room 115, Richmond, VA 23219
Walk-in guidance: City Hall and East District Initiative, 701 N. 25th St., are listed as DPU walk-in service centers.
Payment and mailing
Phone payment: 804-646-4646, option 2
Payment plan help: 804-626-5420
Mail payment:
City of Richmond
Department of Public Utilities
P.O. Box 70621
Philadelphia, PA 19176-0621
Map shows Richmond City Hall / DPU customer service address at 900 E. Broad St., Richmond, VA 23219. For bill payment, start with MyHQ or the official DPU Billing page.
Common Richmond Water Bill Mistakes That Cause Delays or Account Stress
Most problems can be avoided by using official payment links, saving confirmation numbers, checking MyHQ account history and asking for payment help before the account becomes urgent.
| Mistake | Why it creates trouble | Better action |
|---|---|---|
| Using unofficial payment pages | Payment may be delayed, misdirected or connected to unnecessary third-party confusion. | Start from RVA.gov, DPU Billing or the official MyHQ payment link. |
| Not using MyHQ history | You may miss prior bills, posted payments or balance changes. | Check MyHQ bills and payment history before calling. |
| Waiting on a high bill | Leak adjustment review may require repair receipts and timely action. | Check for leaks, repair quickly and keep documentation. |
| Ignoring payment plan options | Balances can become harder to resolve if you wait too long. | Call PromisePay or DPU early if you cannot pay in full. |
| Mailing without account details | Payment processing may be delayed. | Include your DPU account number and mail before the due date. |
City of Richmond Water Bill FAQs
These answers cover common searches about Richmond DPU water bill payment, MyHQ login, phone number, mail address, payment plans, high bills, leak adjustment and water quality reports.
QHow do I pay my City of Richmond water bill online?
Use the official City of Richmond DPU Billing page or Online Payments page. Richmond links customers to MyHQ Account for online utility bill payment and account management.
QWhat is MyHQ for Richmond DPU bills?
MyHQ Account lets customers view bills and payment history, pay without a fee, set up AutoPay, configure notifications and create a wallet.
QCan I make a one-time Richmond water bill payment?
Yes. The City-linked one-time payment route lets customers pay through the KUBRA EZ-PAY / MyHQ payment service without using the full account login workflow.
QWhat is the Richmond DPU customer service phone number?
Call Richmond Department of Public Utilities Customer Care at 804-646-4646.
QCan I pay my Richmond utility bill by phone?
Yes. The City Online Payments page says customers can call 804-646-4646 and select option 2 for utility payment.
QWhere do I mail a Richmond DPU payment?
Mail payment to City of Richmond, Department of Public Utilities, P.O. Box 70621, Philadelphia, PA 19176-0621.
QWhat is the Richmond DPU email address?
Richmond DPU lists dpucustserv@rva.gov for customer service email. Email requests may require time for research and response.
QWhere is Richmond DPU located?
The City lists DPU at 900 E. Broad St., Room 115, Richmond, VA 23219. Recent DPU guidance also lists East District Initiative at 701 N. 25th St. as a walk-in customer service location.
QCan I get a payment plan for a Richmond water bill?
Yes. The City-linked PromisePay help page lists 804-626-5420 for questions about enrolling in a payment plan. For other DPU account questions, call 804-646-4646.
QDoes Richmond offer water bill assistance?
Richmond DPU lists MetroCare Water Assistance and Conservation programs that may help qualified customers with paying water bills and water conservation repairs or replacements.
QWhy is my Richmond water bill high?
Possible reasons include increased usage, incomplete payments, a prior balance, running toilet, plumbing leak, meter issue or seasonal usage. Check MyHQ bill history, inspect leaks and contact DPU if the bill still seems wrong.
QCan Richmond DPU adjust a high bill after a leak?
Richmond high water bill guidance says customers may submit repair receipts for possible account adjustment after related repairs are made. The FAQ says customers are eligible for one leak adjustment every 12 months.
QWhere can I find Richmond water quality reports?
Use the official Richmond Water Utility page. It links annual drinking water quality reports, including current and archived reports.
QWho do I call for Richmond water quality questions?
The Richmond Water Utility page lists DPU phone resources for water quality information. Start with DPU Customer Care at 804-646-4646 if you need help routing the question.
QIs Water-Department.org the official City of Richmond website?
No. This is an independent guide. Official payments, account decisions, payment plans, leak adjustments, assistance decisions and water service support must be handled through the City of Richmond Department of Public Utilities and official City-linked resources.
Official Sources for City of Richmond Water Bill Customers
Use these official Richmond resources for final confirmation before paying, setting up AutoPay, requesting a payment plan, asking for MetroCare help, checking a high bill or reviewing water quality reports.
| Official source | Use it for | Open |
|---|---|---|
| DPU Billing | Billing help, account support, payment plans, affordability programs and self-service resources. | Open DPU Billing |
| Online Payments | Official City payment instructions, MyHQ, phone payment and mail address. | Open online payments |
| MyHQ Account Login | Bill history, payment history, AutoPay, fee-free payment, notifications and wallet tools. | Open MyHQ login |
| One-Time Utility Payment | Fast one-time utility payment without full account management setup. | Open one-time payment |
| DPU Contact | Customer service phone, email, address and DPU contact details. | Open DPU contact |
| High Water Bill FAQs | Leak adjustment guidance, repair receipt information and high-bill questions. | Open high bill PDF |
| Water Utility | Water quality reports, drinking water information and water utility contact resources. | Open water utility |
| PromisePay Help | Payment plan enrollment questions and payment arrangement help. | Open PromisePay help |
Pay Smarter, Check High Bills, Start Service, Avoid Shutoff and Find Official Water Department Links
Use this free tool before paying a water bill, setting up autopay, starting or stopping service, checking a high bill, requesting leak help, or looking for the official water department portal. It gives practical next steps without collecting your account number or personal details.
What water bill or service problem do you need to solve?
Choose your situation. The tool will suggest the safest next step, what to prepare, and which official page to check first.
Start from the official water department, city, county or utility website before entering account details. Avoid random payment ads and look-alike bill pay sites.
Before paying a very unusual bill, check meter reads, toilet leaks, irrigation use, estimated bills, late fees, and whether your utility offers a leak adjustment.
Water Bill Payment Route Helper
Choose how you want to pay. The tool will tell you what to prepare and the safest payment path.
High Water Bill Checker
Compare your normal bill with the new bill and get a practical investigation path before calling customer service.
Leak Check and Adjustment Checklist
Use this before requesting a leak adjustment, disputing a bill, or calling the water department about high usage.
Start, Stop or Transfer Water Service Helper
Use this before moving, opening a new account, closing an old account, or transferring service to another address.
Past Due, Shutoff and Reconnection Helper
Use this if your account is late, disconnected, at risk of shutoff, or you need a payment plan or assistance program.
Simple Water Usage Cost Estimator
Estimate a rough bill from base charge, usage units, rate per unit, sewer charge, stormwater fee and service fees. Official tiered rates may be different.
Official Water Department Resource Finder
Enter city/utility and state to create safe searches for the official water bill portal, phone number, outage page, assistance, start service, leak adjustment, and Water-Department.org guide.
Water Department vs Payment Processor
- Water department: account help, service start/stop, leaks, repairs, shutoff, assistance.
- Payment processor: card/eCheck payment screen, payment fee, confirmation number, posting time.
Best sitewide placement
Add this tool after the main payment section or before FAQs. It helps users solve the next problem after reading the article.
Important safety note
This tool gives educational guidance only. Always confirm payment portals, phone numbers, account balance, assistance rules and reconnection steps with the official water department or utility.