We’re still here to help with your water bill.
More people than ever need help.
Apply for assistance:
Submit your application, and you’ll be protected from shutoff while we process it.
Visit phila.gov/water-bill-help for eligibility & details.
Customers may experience longer application processing times while some of our staff continue to work remotely.
No scanner? No problem!
Use your phone to snap a clear picture of any required documentation.
Lost your job or other difficulties?
All about Special Hardships:
We offer this option for people whose income is too high to qualify for assistance, but can show that they are experiencing extraordinary circumstances, like:
- Household grew
- Lost your job
- Serious illness
- Loss of family member
- Domestic violence
One form for every discount we offer! Apply for a Special Hardship discount using “Attachment C” of our Customer Assistance Application.
The documentation you attach to your application must show a date from the past 12 months!
If you can,
pay your water bill.
Bill payments fund all our operations, and keep clean water flowing throughout our city.
We’re doing all we can to help, even though COVID-19 has caused serious setbacks.
You can also pay by mail or over the phone.
Pay online with MyPhillyWaterBill
Free of charge with a checking or savings account.
Fees apply for credit or debit card payments.
- You’ll need your 9-digit access code from your water bill.
- Write down your credentials. (See bottom for quick reference card to print!)
Other options for help
Can’t afford the full amount, or have a large bill? Setting up a Payment Agreement can prevent a water shutoff.
→ Call (215) 685-6300
Don’t qualify for assistance?
We’re working with customers on an individual basis. Be prepared for longer wait times.
Email firstname.lastname@example.org, and we’ll do our best to find a solution.
We delayed shutoffs during the City’s response to COVID‑19.
But shutoffs for nonpayment are going to resume. And, if your property has a defect that endangers the health of others on your block, we must shut off the water.
The moratorium on shutoffs for nonpayment is currently scheduled to end March 31, 2021. Please keep this date in mind!
How we notify our customers about shutoffs:
Shut off bill in the mail
Customers will receive one shutoff notice. This is the only notification you will receive, so do not ignore it!
If you have a MyPhillyWaterBill account, you will also see an alert when you log on.
When our crews come to turn your service off at the curb, they deliver this notice.
Resolving a shutoff.
We know dealing with a shutoff can be stressful.
The fastest way to restore your water is to pay online or in person.
To restore your water:
- Pay the amount due.
- Call (215) 685-6300 to verify your payment.
OR: Set up a payment agreement by calling (215) 685-6300
Avoid the hassle of emailing us to reset your password.
Keep this info handy!
For security reasons, please keep this information private.
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Photography: Sahar Coston-Hardy © Philadelphia Water Department