FAQs

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Waterworks - Payments

1. What types of online payment are accepted?: You can make payments using a credit or debit card, or you can pay from your checking or savings account.

Note: Only MasterCard, Visa, and Discover are accepted.

2. Is there an additional fee to pay my water bill with a credit or debit card?: No. We do not charge additional fees for using a credit or debit card to pay your water bill.

3. How do I make a payment?: Once enrolled online, simply sign in, and you will see a summary of your current bills. You can then click “Pay.” Select the method of payment, the amount you want to pay, and the date you want to pay your bill. Then click “Submit,” and you're done!

You can even pay your bills without registering. Simply navigate to the “Pay Bill” option on the login screen.

4. When is my payment credited to my account?: Your payment will be credited to your Waterworks account immediately. However, it may not appear in the online portal until the next business day.

5. How can I confirm if my payment has been processed?: You will see a message on your computer screen confirming your payment with a confirmation code. You can also check your payment status by going to the navigation menu, and selecting “Payments.”

6. Can I establish regularly scheduled (automatic) payments?: Yes! Simply click on the “Billing” tab and navigate to “Auto Pay” . You can setup automatic monthly payments using either your credit/debit card or your bank account.

7. Can I cancel a scheduled payment?: You may cancel a payment as long as has not yet been processed; to do this, click “Payments” in the top menu and select “Payment History.” A “Cancel” button will be available for any payments that you can cancel online. If you need to cancel payments that have already been processed, call 757-926-1000 for assistance.

8. What happens to scheduled payments if I delete the payment account that was used to set up the payment?: All scheduled payments using the deleted payment account will be cancelled if the payments have not already been processed.

9. What happens to scheduled payments if I delete that account from my enrollment?: Scheduled payments will still be processed. If you do not want this to happen, you should cancel any scheduled payments prior to canceling your enrollment.

10. What happens to scheduled payments if I cancel my enrollment?: Scheduled payments will still be processed. If you do not want this to happen, you should cancel any scheduled payments prior to canceling your enrollment.

11. My payment is due today and it is after business hours. How can I pay my bill?: You can use our online account management system to pay by credit card or bank transfer. You can also make your payment very easily over the phone. With your Waterworks account number handy, call 757-926-1000 and press 2.

12. I cannot make a payment by the due date. Can I get a payment extension?: You cannot arrange payment extensions online. However, you may qualify for a payment extension if your account is in good standing (no past due amounts, no frequent late payments, etc.). If so, you can set your own payment extension by using our automated phone system, just call 757-926-1000, then press 1. Or press 4 and speak with a Customer Service Representative during business hours.

13. Do you offer budget billing?: We do. Budget billing is a convenient plan that lets you even out your payments across the year, saving you from unpredictable changes in your water bill. To sign up, call Customer Service at 757-926-1000 and press 4 to speak to a representative, or stop by our walk-in service center at City Center Oyster Point (700 Town Center Drive, Newport News, 1st floor). Please note: New customers do not qualify for budget billing because we need 12 billing cycles (2 years for residential customers) to determine an appropriate water history. Please note: New customers do not qualify for budget billing because we need 12 billing cycles (2 years for residential customers) to determine an appropriate water history.

14. When will my payment be processed by my bank or Credit Card Company?: For payments made from bank accounts * The system will credit your Waterworks account on the business day following the payment date. * Your payment may be withdrawn from your bank account on or after your payment date. * Payments scheduled for a holiday may be withdrawn from your bank account on the business day after to the holiday. For payments made from credit/debit cards * A credit/debit card payment is a “real-time” transaction, meaning that the payment process will begin immediately after you enter your card number and click “submit.” * A credit card payment initiated before 8pm Eastern Time on a business day will be credited to your Waterworks account on the following business day. * A credit card payment made after 8pm Eastern Time or on a weekend or holiday will be credited to your Waterworks account within two business days. Timing of Credit Card Payments If you make your Credit Card payment before 8pm ET on... Your account will be credited on... Monday Tuesday Tuesday Wednesday Wednesday Thursday Thursday Friday Friday The following Monday Saturday The following Tuesday Sunday The following Tuesday Holidays (Based on the Federal Reserve calendar) New Year's Day Birthday of Martin Luther King Jr. Washington's Birthday Memorial Day Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day

15. How do I know which payments I've scheduled or completed?: To view your payment history, click “Payments” from the top menu and click “Payment History.”
Before the scheduled payment date, your history page will show the payment as “scheduled.” When the scheduled payment is submitted to the payment processor, your history page will show the payment as “pending.” After the response is received, your history page will show the payment as “approved” or “rejected.”
Your payment history will be displayed for up to 3 years.

16. Can I pay my balance in full or extend the payment due date?: You can pay your balance in full at any time from your checking account or credit card. You can only arrange a payment extension by calling Waterworks Customer Service at 757-926-1000. To use the automated phone system, press 1. To speak to a Customer Service Representative, press 4. Helpful Hint: Payments should be scheduled at least one business day prior to the Due Date in order to avoid any late fees.

17. How often do I get a Waterworks bill?: Waterworks customers (residential and commercial) will be billed monthly.

18. Where can I pay my water bill?: Bills can be paid online using the online account management system. Go to nnva.gov/waterworks and click “Pay Water Bill.” You can also pay by phone. Simply dial 757-926-1000 and press 2. Bills can be paid in person at City Center (700 Town Center Dr., Newport News, 1st floor) or in the Treasurer's Office at City Hall in downtown Newport News (2400 Washington Avenue). Please be aware that there are different hours of operation at the Treasurer’s Office: 8 AM to 4 PM.

19. I’d like to go paperless. Is there a way to stop getting a paper bill and get a bill emailed to me?: YES! Just sign up for our online account management system. When you complete the enrollment form, you can select your preferred notification options. It’s fast, it’s simple, and it’s the green thing to do.
If you choose to go paperless AFTER your original enrollment, you can do so by clicking “Settings” in the top menu and selecting “View Enrolled Accounts.”