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HRSD has been protecting public health and the waters of Hampton Roads by effectively treating wastewater in the Hampton Roads service area since 1940. For more information about HRSD click here. To view the water cycle and learn more click here.
HRSD bills customers for its wastewater treatment services. Some local Water Utilities utilize the HRSD billing system, and for these accounts, customers will receive one combined HRUBS bill which includes their local Water Utility and HRSD. Customers in cities that do not utilize our billing system will receive two separate bills for water-related services: one from HRSD and one from your locality’s Water Utility.
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HRUBS (Hampton Roads Utility Billing Service) is a cooperative and cost-effective billing service provided by HRSD to participating Water Utilities. Currently, Chesapeake, County and Town of Surry, James City County, King William County, Norfolk, Smithfield, Suffolk and Urbanna participate in HRUBS. Through HRUBS, customers receive one combined bill for water, wastewater and related public services rather than multiple bills.
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Our call center hours of operation are 8:00 am to 5:00 pm, Monday – Friday.
The cashiering lobby hours of operation are 8:00 am to 4:30 pm – Monday – Friday. -
HRSD does not provide testing of water for residents. Residents can contact their local Water Utilities to see if water testing service is offered there, contact the local extension service office, or seek private companies offering water testing for more information.
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No, you will need to create a new username and password to register and link your account with our My Account Portal. Note – please remove any old Invoice Cloud saved links as they are no longer valid.
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Username must be a minimum of 3 letters and/or numbers with no special characters. Do not use email address as username. Password must be a minimum of 12 characters, including: 1 uppercase letter; 1 lowercase letter; 1 number; 1 special character
(*Note - will not accept $ sign, + sign, = sign, ^ sign). -
Change the username to resolve this issue.
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Please contact HRSD at ask@hrsd.com or 757.460.2491. Agents are available Monday through Friday, 8:00a.m. – 5:00 p.m.
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You can use the same email and password for multiple accounts, but a unique username is needed for each account.
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Yes - log in and hover over the drop-down arrow to the right of your username in the top right-hand corner. Then click on User Profile and go to Customer Information to save a new email. Please note this will change where all email notifications go to moving forward.
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Please verify your username and password are correct and meet the minimum requirements. After 5 invalid attempts your account will be locked out. If you feel your account may be locked out or you are still unable to log in please contact HRSD at ask@hrsd.com or 757-460-2491. Agents are available Monday through Friday, 8:00a.m. – 5:00 p.m.
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Accounts can only be linked if the account names are an exact match. For accounts that are active under different account names, a separate portal login will need to be created. If you have additional questions regarding contact HRSD at ask@hrsd.com or 757-460-2491.
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Business and personal accounts should have separate portal logins for each. If you have additional questions regarding contact HRSD at ask@hrsd.com or 757-460-2491.
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Your account number can be located on the top of your most recent bill. If you do not get a paper bill, you can search your email account for e-bills from HRSD, then select the PDF in the e-bill to view your bill.
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- View a complete video tutorial for step-by-step instructions on the Customer Self-Service page.
- Log in to your account at My Account Portal. Under the Billing and Payments menu click Manage Autopay. Click on Stored Payment Methods to add a new payment method, then click on Add Payment Account. After entering payment information slick Save and Done. View the blue “click here to see full Terms and Conditions” box and then check next to “I agree to the terms and conditions.” Finally, click “Enroll” on the bottom left-hand side. A confirmation screen will display and if all is correct click “Continue” to finish and see AutoPay enrollment is complete.
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If you were enrolled in Autopay before 1/10/25 you may not need to re-enroll. Please register for the My Account Portal and verify your account information has already been transferred over to your account and to ensure we are able to deliver your payment notifications. Any Autopay enrollments or updates made between 1/10/25 – 1/24/25 will need to register for the My Account Portal and re-enroll in autopay.
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- View a complete video tutorial for step-by-step instructions on the Customer Self-Service page.
- My Account Portal Step-by-Step Instructions.
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An email is required to make a one-time payment through our My Account Portal. The email is needed to receive payment confirmation.
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You will not need to register to make one-time payments online. You are required to have a valid email address for payment confirmation, account number, and last name as it appears on the bill.
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A debit/credit card or a checking/savings account can be used to make payment with the new portal.
*Note – American Express is not accepted* -
Log in to your account at My Account Portal. Under the Billing and Payments menu click Make a Payment. Choose the amount you want to pay and click “confirm payment”. Click in the field next to “Select Payment Date” to display the calendar and click on the future date you want your payment to be scheduled for. Click the box next to “choose payment account or manage payment methods listed below” and choose the payment account you want the scheduled payment to apply to. View the blue “click here to see full Terms and Conditions” box and then check next to “I agree to the terms and conditions.” Click submit payment. A confirmation screen will display showing a pending scheduled payment.
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To request a payment extension please log into your account at My Account Portal. From the Billing & Payments dropdown or Enrollment Quick View select Payment Extension.
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My Account Portal Payment Extension Step-by-Step Instructions
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Help 2 Others (H2O) is a community-based program that assists people in crisis through the generosity of donations. Through H2O, families or individuals in danger of losing residential water service because of a family crisis can receive one-time assistance to pay their local public utility and/or HRSD bill. View step-by-step instructions on how to make a donation here.
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Log in to your account at My Account Portal. Under the Billing and Payments menu click go paperless. Confirm email address and click enroll.
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You will still get email notices without registering. If you need to make any adjustments to your enrollment or the email address on file you will need to register for the new My Account Portal and review Go Paperless.
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If you receive your bill through your bank bill pay, your service will continue after your first bill has been generated on our new system.
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After logging into your My Account Portal, from the Dashboard select the Billing & Payments dropdown menu and click My Bills. From here you can download PDF versions of your bills for the past 24 months.
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Yes. To enter your submeter reading please go to https://myaccount.hrsd.com/ and select Submit a Submeter Read. View step-by-step instructions here.
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No, a submeter reading can be entered without being registered from My Account Portal located https://myaccount.hrsd.com/.
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Yes, after logging into your account you can view your Water Usage from the Home screen. There is a more detailed look from My usage on the Home screen as well.
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When making a payment from https://myaccount.hrsd.com/ as a one-time user or while logged in, the option to make a donation will display.
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Once you have logged into My Account Portal, from the Home Screen scroll to the very bottom to view helpful water saving tips.
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For most customers, HRSD's wastewater treatment charge is based on the amount of water used per billing period. For each billing period, the Water Utility reads the water meter and provides HRSD with the total amount of water consumed for that period. To view the water cycle and learn more click here.
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HRSD wastewater rates are assessed annually by the commission. All rate changes are effective on July 1st of each year. You can view our current rate schedule here.
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In the absence of a water meter, a flat rate is billed.
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Accounts without water meters are billed a flat daily rate based on the number of days in the billing period. Customers who use large quantities of water that is not discharged to the sanitary sewer (water used for irrigation, swimming pools, etc.) may also choose to sign up for flat rate billing.
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Wastewater facility charges cover the cost of treatment and conveyance capacity consumed by new development or redevelopment, which results in increased wastewater volume or higher strength waste. Facility charges are applied to any sewer or sewer system discharging into HRSD facilities and any increase to existing service. For development occurring at a property previously connected to an existing sanitary sewer tap, the applicable facility charge will be waived for equivalent flow capacity. If a property previously served by a septic tank is connected to the sewer system, the applicable facility charge will be waived for equivalent flow capacity. For more information and pricing please see our rate schedule.
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The HRSD/HRUBS bill includes wastewater treatment charges from HRSD. Sewer services are also assessed by your city/county for Municipal (City/County) sewer maintenance charges. These fees are collected to recover the costs of operating and maintaining the sanitary sewer. The sanitary sewer system transports wastewater (used tap water) through municipal-owned pipes to larger HRSD interceptor pipes. HRSD pipes then transport wastewater to individual HRSD treatment plants. With nine major treatment plants in Hampton Roads, HRSD charges to treat, or clean, the wastewater. To view the water cycle and learn more click here.
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HRSD’s billing frequency, in most cases, will match the water meter read schedule and can be monthly, bi-monthly, or quarterly depending on the frequency of your city/county’s water billing cycle. Your meter read schedule can be obtained from your local Water Utility provider.
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If you did not receive your regularly scheduled HRSD/HRUBS bill, your account may have been flagged due to an irregularity detected with your account. Examples include an unusually large bill, which could indicate a possible leak; new meter installation or replacement; new accounts or meter reading corrections. Accounts in good standing that are flagged for further review will not incur late fees or service shut off while the account is under review (customers owing late fees incurred prior to the account being flagged are still responsible for any outstanding balances). If you have concerns about your HRSD/HRUBS bill, please contact us directly at ask@hrsd.com or 757.460.2491.
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Your account is both established and terminated through your local Water Utility. Your Water Utility will update your account information and then provide it to HRSD. HRSD works hand-in-hand with your local Water Utility. Your HRSD or HRUBS account is automatically opened when you request water service through your local Water Utility and is mandatory for any property with an open water account that is connected to city sewer lines.
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Please contact our Customer Care team for assistance via email at ask@hrsd.com or by phone at 757.460.2491 between the hours of 8:00 a.m. - 5:00 p.m., Monday through Friday.
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We do not make adjustments for maintaining/filling swimming pools. We recommend that customers with swimming pools enroll in our Flat Rate Program. This offers the advantage of allowing you to precisely budget your HRSD expenditures for the year. This rate is based on average residential water consumption rates for single family homes and does not consider water used for pools and irrigation. To see the current flat rate amount please view our current rate schedule.
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HRSD does not process name changes. You can only change account ownership by contacting your local Water Utility.
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If you are having trouble logging in, you can reach us directly at 757.460.2491 between the hours of 8:00am-5:00pm, Monday through Friday, or email us for assistance at ask@hrsd.com.
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Your account is both established and terminated through your local Water Utility. Your Water Utility will update your account information and then provide it to HRSD. You will receive a final bill sent to your forwarding address. If you are relocating within the HRSD service location and require water service, a new account will be established for the new service address. You will receive a separate bill. Any previous outstanding balances may be transferred to the new account.
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Only the primary customer can add an authorized third party to the account. The authorized third party is able to make payments and request billing information. An authorized third party is not financially responsible for the bill.
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Please contact your local Water Utility to obtain your meter read schedule.
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All disputes regarding water usage should be directed to your Water Utility.
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If your residence or business does not have a private water shutoff valve, contact your local Water Utility to have service shut off at the water meter.
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HRSD charges per 100 cubic feet of water or a minimum daily rate charge (whichever is greater). For additional information please see our rate schedule.
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Customers may pay HRSD/HRUBS bills by electronic payment, mail, bill pay services from your private bank, by phone or in person. For detailed information please see Payment Methods.
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You can enroll in automatic payments through our My Account Portal.
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A fee of $25.00 will be charged each time a financial institution returns a customer’s payment.
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Yes, online bill pay service can be accessed through My Account Portal. My Account Portal will allow you to view invoices, make payments, and enroll in auto pay and paperless billing, and view payment history.
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Please see Payment Locations.
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No, HRSD is not affiliated with the third party payment provider DOXO.
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HRSD is affiliated with a variety of retail stores' bill pay services. Visit our official Payment Locations page to find a location near you.
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If you are experiencing a financial hardship you may be eligible for a payment extension. The guidelines are:
- Payment is required for balances over 60 days past due
- No returned payments within 12 months
- No broken payment extensions in the last 180 days
Payment extensions can be setup online or by calling at 757.460.2491 and selecting option 3. Payment extensions are for exactly two weeks from the date of request.
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Yes. There are many organizations that assist with paying utility bills. You can start by dialing #211 on your mobile device or contact one of the local organizations listed below.
Salvation Army Help to Others (H2O) Norfolk, Chesapeake, Virginia Beach 757-543-8100 ext.64247 Williamsburg 757-229-6651 Suffolk 757-539-5201 Newport News/Hampton 757-838-4875 Portsmouth 757-393-2157 Gloucester 804-642-3960 Community Organizations Catholic Charities 757-467-7707 Church of the Holy Ascension 757-495-1886 Church of the Holy Family 757-481-5702 Friends of the Elderly 757-424-8800 Ghent Area Ministries 757-622-0438 Holy Spirit Catholic Church 757-468-3600 ext.111 Human Warmth and Care 757-727-3331 LIHEAP 800-230-6977 Office to end Homelessness 757-664-4488 Single Mothers 888-774-7282 Star of the Sea Catholic Church 757-428-1244 Potters House 757-428-7727 The Stop Organization 757-858-1360 -
You can absolutely have a friend or family member pay your account. The information they will need to provide in order to make a payment on your behalf is: Account Name, Account Number, or Service Address. For privacy reasons we do not provide detailed account information to any unauthorized third party.
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HRSD customers who have a serious medical condition or who share a residence with a family member with a serious medical condition may be eligible for assistance from HRSD through its medical program. Please visit our Serious Medical Condition section for more information. If you need immediate assistance due to a pending disconnection please contact our office at 757.460.2491.
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To have water service turned on, past due charges must be paid in full, including any delinquent service charges by 4:00 p.m.* Payments can be made online at My Account Portal, by phone at 1.888.430.4385, or in person. Please check Payment Locations for more information. Payments received after 4:00 p.m. will be scheduled for water service turn-on no later than 5:00 p.m. the next business day. No appointments are allowed, and a responsible adult must be present at the property for turn-on. For more information regarding specific locality disconnection policies contact your local water provider.
*Newport News Waterworks (NNWW) customers will need to have payments made in full by 2:00 p.m. to have water service turned on the same day.*
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All water service turn-ons are processed the same day for payments received by 4:00 p.m.* Payments received after 4:00 p.m. will be scheduled for water service turn-on no later than 5:00 p.m. the next business day.
*Newport News Waterworks (NNWW) customers will need to have payments made in full by 2:00 p.m. to have water service turned on the same day.*
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There is no grace period. All bills are due and payable when presented. When full payment is not posted to an account by the due date, a late payment fee of 1.5% of the past due amount will be applied.
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Each customer shall be assessed a delinquent fee of $15.00 when we are required to notify you of an impending service interruption or actual interruption due to delinquency balance. When the service trip to the customer’s meter location is performed by the Water Utility on behalf of HRSD, an additional fee will be applied to defray the fee imposed by the Water Utility.
*In early 2026, HRSD will transition to mailing shut-off notices to the service address instead of delivering delinquent warning tag notices to the property. As a result, a delinquent tag fee will no longer apply once the transition is completed. Please make sure your mailing address is updated with your water provider and HRSD. If service is interrupted a $15.00 cutoff fee will still apply.*
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Our field services crew is not allowed to accept payments of any kind from customers. All payments must be made using our authorized Payment Methods.
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Flexible pay plans and payment arrangements may be available for HRSD and HRUBS bills. Please contact HRSD at 757.460.2491. Agents are available Monday through Friday, 8:00 a.m. - 5:00 p.m. You may also email us at ask@hrsd.com.
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HRSD will send text message notifications to HRSD account customers with a valid primary cell phone number on file. Text messages may be sent once an account becomes past due to request payment to avoid late fees and water shut-off. The phone number displayed on text messages from HRSD is 757.600.0484. HRSD will never request any personal or account information from you.
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If you would like to begin receiving text messages if your account becomes past due prior to water shut off, please contact our Customer Care team to ensure we have a valid primary cell phone number on file that can receive text messages. Message and data rates may apply. Visit our self-service customer portal at https://myaccount.hrsd.com to register and provide up to date contact information including cell phone number and email address. You may also email us at ask@hrsd.com or call us directly at 757.460.2491 to update your contact information.
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HRSD discontinued delivering delinquent warning tag notices to improve communication with our customers in a more consistent and private manner. Please make sure your mailing address is up to date with your water provider and HRSD as notices will be sent to the mailing address on your account. Customers will continue to receive regular billing statements, reminder and delinquency notices by mail, and all account information remains available through our online customer portal. *Customers may also receive text message reminders prior to water being scheduled for shut-off where possible.
*See the FAQ above, "Can I get a text message reminder prior to my water being scheduled for shut-off?" *
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Customer communications include billing statements, reminder and delinquency notices by mail, in addition to text message reminders where possible. Beginning early 2026, shut-off notices will be mailed to the mailing address on file. Please make sure your mailing address and valid cell phone/contact number is updated with your water provider and HRSD. Visit our self-service customer portal at https://myaccount.hrsd.com to register and provide up to date contact information and review account information. You may also email us at ask@hrsd.com or call us directly at 757.460.2491.
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No, your local public works department, or private service, provides trash collection.
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Please click here to search for sewage disposal sites for recreational vehicles.
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Water overflows in the majority of the HRSD/HRUBS service area are handled directly by the city in which you reside. Please contact your locality.
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Please view the notification letter from HRSD mailed to customers in the affected zip codes 23185 & 23188.
You may also view more information on the City of Williamsburg’s website at https://www.williamsburgva.gov/229/Water-Services.
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HRSD introduced our new mobile app 6/2026, designed to give you faster access and visibility into your account. To get started, download from the App or Google Play store to your mobile device. Next, log in using your existing my account portal information (or create a new one - have your account number ready). Begin managing your account.
Revised June 2026