Significant changes in customer payment preferences and the expansion of alternative payment methods resulted in the decision to permanently close the HRSD lobby at the 1434 Air Rail Avenue location in Virginia Beach.  

HRSD recently launched an online customer My Account portal and mobile app to expand customer payment options. In addition to making payments online or via mobile app, payments can also be made in person at over 80 different payment locations, by phone, or mail. HRSD remains committed to providing customers with convenient, accessible payment options and will continue to offer alternative methods to ensure timely payments.

Yes. The drop box at 1434 Air Rail Avenue will remain available to customers.

Customers can visit https://www.hrsd.com/payment-locations to locate the nearest available payment location from more than 80 different payment locations throughout the HRSD service area. 

Closure of the walk-in payment lobby will have no impact on mailed payments. HRSD will continue to process payments that are mailed to 1434 Air Rail Avenue, and will continue processing them daily to ensure they are promptly applied to customer accounts.

Posting times may vary depending on the payment location and the method of payment used, and can take anywhere from 1 to 5 days. Customers should allow sufficient time for the payment to be received and posted to their account, particularly when making a payment close to the due date.

A copy of the bill is recommended to help ensure faster and more efficient processing. If a copy of the bill is not available, customers should have their account number readily available when making a payment.

If a payment does not post to your account as expected, please contact the Customer Care Center at (757) 460-2491. A representative will review the account and assist with researching the issue. If additional research is needed, the representative will provide the information to the appropriate team for further investigation.

If you have a question or need assistance with your account, please contact our Customer Care Center at (757) 460-2491. A representative will be happy to assist you with your account questions and help resolve any issues.