Frequently asked questions

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.

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.

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.

Help