Frequently asked questions

Yes. PromisePay is working in partnership with HRSD. HRSD sent letters to all eligible customers to introduce PromisePay, and PromisePay is contacting eligible HRSD/HRUBS customers via text from either (757) 210-7525 or (757) 210-7558.
HRSD is partnering with PromisePay to offer flexible, interest free payment plans to help you repay your past due balance.
Once enrolled, payments are made electronically according to an automated schedule that works for you. PromisePay accepts all major credit/debit cards, electronic checks/ACH and Google Pay/Apple Pay. To enroll, look up your account here or call (757) 799-1617. It only requires 5 minutes to sign-up.
Yes. All new bills must be paid to HRSD to avoid fees and service interruption. Your payment plan payments will be processed by PromisePay. To verify the amount owed to HRSD and/or PromisePay, please look up your account here.

HRSD customers living in service areas not listed may enroll in an interest free, payment arrangement directly with HRSD, extending payment over as long as two years. Please contact us at ask@hrsd.com or (757) 460-2491.Residential HRSD/HRUBS customers of Gloucester, Hampton, Isle of Wight, James City County, Mathews County, Newport News, Poquoson, Portsmouth, Virginia Beach, Windsor, and York County with past due balances are eligible to participate in the PromisePay program.

HRSD customers living in service areas not listed may enroll in an interest free, payment arrangement with HRSD, extending payment over as long as two years. Please contact us at ask@hrsd.com or (757) 460-2491.

Sign up in minutes with these easy steps:

1. Look up your account or call (757) 799-1617

2. Choose a plan that works for you from a wide range of options

3. Make your first payment. PromisePay accepts all major credit/debit cards, electronic checks/ACH and Google Pay/Apple Pay.

4. Pay off your balance over time with no interest and no late fees. Automated monthly payments and reminders make it easy!

Your payment plan covers your total HRSD balance as of the date you sign up with PromisePay. You will continue to receive an HRSD/HRUBS bill for ongoing service and must pay all those bills to HRSD directly.
Your new bills must be paid to HRSD to avoid fees and service interruption. Your payment plan payments will be processed by PromisePay. PromisePay is here to help you pay off your past due balance. To verify the amount owed to HRSD and/or PromisePay, please look up your account here.
PromisePay is here to help you make it work. If you need an extension for your payment plan or need to make a change to your plan, contact PromisePay at (757) 799-1617. Agents are available Monday through Friday 8am–6pm.
To avoid delinquent fees and service interruptions you must keep current with all payments. Payment plan payments should be made to PromisePay and new invoice payments should be made to HRSD. To verify the amount owed to HRSD and/or PromisePay, look up your account here.
Yes. If you sign up for a payment plan with PromisePay you can still get any available community-based grants or other relief that you are otherwise qualified for.
Please contact HRSD at ask@hrsd.com or (757) 460-2491. Agents are available Monday through Friday 8am–6pm.
HRSD does not process name changes. You can only change account ownership by contacting your local water purveyor. Click here to locate their contact information.
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