Richmond Water Bill: Pay Online, MyHQ Login, AutoPay, Customer Care, PromisePay and High-Bill Help
Richmond utility customers usually need one of a few urgent answers: where to pay the water bill, how to log in to MyHQ, how to set up AutoPay, who to call about a high bill, or how to get a payment plan when the account is past due. This guide keeps the official City of Richmond Department of Public Utilities billing links, phone numbers, payment-plan resources, water quality reports and high-bill steps in one practical place.
Pay online
Use MyHQ Account for bill payment, eBill, AutoPay, wallet tools and up to 36 months of history.
Call DPU
Call 804-646-4646 for Richmond Department of Public Utilities customer care and utility needs.
Payment plan
Use PromisePay if your account has a past-due balance and you need flexible payment options.
Water quality
Use the Richmond Water Utility page for annual Drinking Water Quality Reports and water quality contacts.
Main Official Richmond Water Bill Links
How to Pay a Richmond Water Bill Online
The main official online route is the Richmond DPU MyHQ Account portal. MyHQ lets customers view and pay bills, see payment history, create a wallet, configure notifications and set up AutoPay.
| Payment route | Official detail | Practical action |
|---|---|---|
| MyHQ Account | View bills, payment history, AutoPay, notifications and wallet tools. | Open MyHQ and sign in or register. |
| One-time payment | KUBRA EZ-PAY one-time payment route is available for utility payments. | Use when you need a quick payment without full account setup. |
| AutoPay | MyHQ allows customers to set up automatic payments. | Enroll only after confirming account, payment method and due date. |
| Fee note | Richmond’s MyHQ information says customers can pay without a fee. | Use official DPU/MyHQ links to avoid unnecessary third-party fees. |
| Customer Care help | DPU Customer Care: 804-646-4646. | Call if your payment is urgent, account is past due or service is disconnected. |
MyHQ Account: Richmond eBill, AutoPay, Wallet and Payment History
MyHQ is useful if you manage the account every month. It gives more control than a one-time payment page and helps you track bills, history and notifications.
View bill history
MyHQ information says customers can view bills and payment history for up to 36 months.
Set up AutoPay
AutoPay can help avoid missed payments, late fees and repeated manual payment steps.
Configure notifications
Use notifications to get reminders and account alerts where available in the portal.
PromisePay Richmond: Payment Plans for Past-Due DPU Utility Bills
Richmond DPU partnered with PromisePay to provide flexible payment options for households and customers who are unable to pay past-due utility balances in full.
| Payment-plan need | Official detail | What to do |
|---|---|---|
| Past-due balance | PromisePay lets eligible Richmond DPU customers choose payment plan options. | Look up your account at Richmond PromisePay. |
| Automatic payments | PromisePay can support automatic payments and payment reminders. | Use this if you need structure to keep the plan current. |
| Cannot pay today | PromisePay help says signing up for a payment plan can help keep water on and avoid late fees. | Use the portal or call PromisePay plan support. |
| Disconnected service | PromisePay help says to call DPU directly at 804-646-4646 for service restoration. | Do not assume a payment plan alone restores service. |
| Payment-plan questions | PromisePay help lists 804-626-5420 for questions about enrolling in a payment plan. | Call this number for PromisePay enrollment questions. |
Why Your Richmond Water Bill May Be High
Richmond DPU says higher utility bills can happen for several reasons, including incomplete payments, service transfer balances, security deposits, late fees and water leaks. Before assuming the bill is wrong, check the simple items first.
| High-bill reason | What Richmond DPU explains | Practical action |
|---|---|---|
| Incomplete payments | Partial or missed payments can snowball with past-due balances and late fees. | Compare payment history and balance in MyHQ. |
| Transfer of service | Unpaid balances from old accounts can follow the account holder. | Ask DPU if a prior account balance moved to your current bill. |
| New account deposit | A new account may include a security deposit on the first bill. | Review first-bill line items carefully. |
| Water leaks | A leak can seriously affect the bill; DPU can inspect whether a leak is on the city side of the meter. | Close the main valve and observe the water meter as a quick leak check. |
| Customer-side leak | If a leak is on the customer side, billed charges are generally the account holder’s responsibility. | Repair customer-side leaks quickly and keep repair proof. |
Richmond Drinking Water Quality Report and Lead in Water Information
The Richmond Water Utility page provides annual Drinking Water Quality Reports and explains why water utilities report on drinking water quality. The report is a snapshot of the city’s drinking water quality over the past year.
Annual water report
Use the Water Utility page to access the 2024 Drinking Water Quality Report and previous annual reports.
Water quality questions
For more information about Richmond water quality, the city lists 804-646-8701.
Lead guidance
Richmond’s page includes lead in water guidance and suggests flushing taps after water has been sitting for several hours.
Richmond DPU Phone Number, Office Address, 311 and Customer Service
Use DPU Customer Care for utility account and billing issues. Use RVA 311 or city customer service for general city service routing. For gas leaks, the city says to leave the area and call 911.
DPU Customer Care
Phone: 804-646-4646
Address: City of Richmond Department of Public Utilities, 900 E. Broad Street, Room 115, Richmond, VA 23219
Use this for water bill, payment, utility account and DPU-specific service questions.
City service contact
RVA 311: Call 3-1-1 or 804-646-7000.
Water quality information: 804-646-8701.
Gas leak warning: Leave the area and call 911.
Map shows Richmond City Hall / DPU address area at 900 E. Broad Street, Richmond, VA 23219. For bill payment, use the official MyHQ/DPU bill portal.
Common Richmond Water Bill Mistakes That Cause Delays or Disconnection Risk
Most problems can be avoided by using official links, checking payment history, acting early on past-due balances and investigating leaks before they become expensive.
| Mistake | Why it creates trouble | Better action |
|---|---|---|
| Using unofficial payment links | Payments may be delayed, misdirected or charged unnecessary fees. | Start from rva.gov or dpubillpay.idoxs.net. |
| Ignoring partial payment balances | Past-due balances and late fees can accumulate. | Check MyHQ history and pay the full required amount when possible. |
| Waiting until disconnection | Service restoration requires direct DPU action. | Use PromisePay or call DPU before service is disconnected. |
| Starting PromisePay after disconnection only | PromisePay help says a plan alone will not restore service. | Call 804-646-4646 for restoration guidance. |
| Ignoring a possible leak | Water leaks can quickly increase the bill. | Check meter movement and repair customer-side leaks quickly. |
| Not saving proof | It is harder to resolve posting or account disputes later. | Save receipt, confirmation number and screenshots. |
Richmond Water Bill FAQs
These answers cover common searches about Richmond water bill payment, MyHQ login, AutoPay, PromisePay, DPU phone number, high bills, leaks and water quality reports.
QHow do I pay my Richmond water bill online?
Use the official City of Richmond DPU bill portal, MyHQ Account or the one-time payment page linked by Richmond DPU.
QWhat is MyHQ for Richmond utility bills?
MyHQ Account is Richmond’s utility account platform where customers can view bills and payment history, pay without a fee, set up AutoPay, configure notifications and create a wallet.
QCan I see old Richmond utility bills online?
Yes. Richmond’s MyHQ information says customers can view bills and payment history for up to 36 months.
QCan I set up AutoPay for my Richmond water bill?
Yes. MyHQ Account supports AutoPay, notifications and wallet features for Richmond utility customers.
QWhat is the Richmond DPU Customer Care phone number?
Call 804-646-4646 for City of Richmond Department of Public Utilities customer care and utility account needs.
QWhere is Richmond DPU located?
The City of Richmond Department of Public Utilities lists 900 E. Broad Street, Room 115, Richmond, VA 23219.
QWhat is PromisePay for Richmond DPU bills?
PromisePay is a payment-plan portal for Richmond DPU customers with past-due utility balances. It allows eligible customers to select payment plan options and set reminders.
QWho do I call for PromisePay enrollment questions?
PromisePay help lists 804-626-5420 for questions about enrolling in a payment plan.
QWhat should I do if my Richmond water service is disconnected?
PromisePay help says to call City of Richmond DPU directly at 804-646-4646 to have service restored. Starting a payment plan alone will not restore service.
QWhy is my Richmond water bill so high?
Common reasons include incomplete payments, past-due balances, late fees, transfer balances, a new account security deposit or water leaks.
QHow do I check for a Richmond water leak?
Richmond DPU suggests closing the main valve to your home and observing the water meter that services your property as a quick way to determine if you have a leak.
QWhere can I find Richmond drinking water quality reports?
Use the official Richmond Water Utility page to access the 2024 Drinking Water Quality Report and previous annual reports.
QWho do I call about Richmond water quality?
For more information about Richmond water quality, the city lists 804-646-8701. For additional Water Quality Report copies, Richmond DPU can also be contacted at 804-646-4646.
QWhat should I do for a gas leak in Richmond?
Richmond DPU contact guidance says for gas leaks, leave the area and call 911.
QIs Water-Department.org the official City of Richmond website?
No. This is an independent guide. Official payments, account decisions, service restoration, payment plans and water quality questions must be handled through the City of Richmond and official DPU resources.
Official Sources for Richmond Water Bill Customers
Use these official resources for final confirmation before paying, logging in, setting AutoPay, asking for a payment plan, checking a high bill or reviewing water quality information.
| Official source | Use it for | Open |
|---|---|---|
| Richmond DPU Billing | Main billing resources and DPU utility bill guidance. | Open billing page |
| MyHQ Account | Bill payment, account login, payment history, AutoPay, wallet and eBill tools. | Open MyHQ |
| One-Time Payment | Quick utility payment without full account management. | Open one-time payment |
| MyHQ eBill Information | AutoPay, notifications, wallet and 36-month bill/payment history details. | Open MyHQ details |
| DPU Contact | DPU address, Customer Care phone number and utility contact details. | Open DPU contact |
| Richmond Water Utility | Water quality reports, lead information, water conservation and drinking water resources. | Open water utility |
| Understanding High Utility Bills | High-bill causes including incomplete payments, service transfers and leaks. | Open high-bill guide |
| PromisePay Richmond | Past-due utility bill payment plans and reminders. | Open PromisePay |
| PromisePay Help | Payment-plan help, disconnected service guidance and PromisePay support number. | Open PromisePay help |
| RVA 311 | General city service requests and non-DPU city routing. | Open RVA 311 |