Albuquerque Water Authority Help Desk: Pay, Call, Report or Fix a Bill
Pick the issue, use the official ABCWUA route, prepare the right account details, and avoid slow-payment, wrong-account, water-waste, or shutoff mistakes.
Quick Answer Board
| Need | Use this official route | Have ready | Critical detail |
|---|---|---|---|
| Pay one-time / guest pay | Guest Pay / Pay Now | 10-digit ABCWUA account number and 5-digit service ZIP code. | Use service ZIP, not mailing ZIP, if different. |
| Login, recurring payments, bill images | WA Portal / My Account | Email login, account number, profile details, payment method. | Portal can support bill images, profile setup, paperless email billing, and recurring payments. |
| Pay by phone | Call 505-842-WATR, choose Option 2. | Account number, amount, card/bank details. | For shutoff risk, choose Option 0 first and confirm posting/protection. |
| Billing, payment, trash/refuse line, general issue | Call 505-842-WATR, choose Option 0. | Account number, bill image, service address, payment proof. | Email: webcustomerservice@abcwua.org. |
| Water/sewer emergency | Call 505-842-WATR, choose Option 1. | Exact location, cross street, issue type, time noticed, hazard. | Option 1 is listed for water/sewer emergencies 24 hours a day. |
| Construction services | Call 505-842-WATR, choose Option 3. | Project address, permit/connection need, service size, contractor details. | Construction Services is listed Monday-Friday, 8:00 AM-5:00 PM. |
| Conservation, rebates, HomeConnect, outdoor use | Call 505-842-WATR, choose Option 4. | Service address, irrigation details, project cost, receipts/photos. | Check rebate rules before buying materials or starting work. |
| Report water waste | Online reporting form or Option 5. | Address, best observation day/time, source, photo/video if safe. | Fines are not assessed until warning and chance to correct. |
Same-day warning: if you received a turn-off notice, call Option 0 before using mail, bank bill pay, or a slow payment method. Ask what protects service today.
Official Contact, Address, Phone Menu and Mail
Customer Service Center
Address:
1441 Mission Ave. NE
Albuquerque, NM 87107
Executive/Admin Offices
Address:
One Civic Plaza NW, Room 5027
Albuquerque, NM 87102
Phone: 505-289-3000
Mailing addresses
General mail:
P.O. Box 568
Albuquerque, NM 87103-0568
Bill payments:
ABCWUA, PO Box 27226
Albuquerque NM 87125
| Phone option | Use for | Say this first |
|---|---|---|
| Option 0 | Call Center: billing, payments, general issues. | “I need help with my ABCWUA account at [service address].” |
| Option 1 | Water/sewer emergencies, 24 hours a day. | “I need to report a water/sewer emergency at [exact location].” |
| Option 2 | Make a payment by phone. | “I need to make a payment and confirm posting.” |
| Option 3 | Construction Services. | “I’m calling about a connection, service, permit or work order.” |
| Option 4 | Water conservation and rebates. | “I need rebate, irrigation, water saving, or HomeConnect help.” |
| Option 5 | Report water waste. | “Water is flowing or spraying into a street, storm drain, or adjacent property.” |
| Option 6 | Cockroach control. | “I need cockroach-control routing for my service area.” |
| Option 7 | Report concerns about Water Authority vehicle operation. | “I need to report a Water Authority vehicle concern.” |
Trash/refuse bill note: ABCWUA bills water, sewer and, for most customers, curbside refuse collection. For refuse-rate questions, call City Solid Waste at 505-761-8100. Bernalillo County Solid Waste is listed at 505-224-1639.
Pay or View an ABCWUA Bill
| Payment method | Official detail | Best for | Risk to avoid |
|---|---|---|---|
| Guest Pay | One-time E-Bill Express payment. | Fast payment without profile. | Wrong account number or wrong service ZIP. |
| WA Portal profile | Sign in/create profile for more options, including recurring payments. | Ongoing account management. | Old profile after property sale or move. |
| Paperless by email | WA Portal lets users select “Paperless by Email” under Bill Statement Delivery. | Users who want bills by email. | Email option stops paper bills unless changed back. |
| Bank draft | ABCWUA debits your bank account monthly to pay the bill in full. | Regular accounts avoiding missed due dates. | Confirm first draft date; it may not solve existing past-due amount. |
| By phone | Call 842-WATR and select Option 2. | Users who cannot use portal. | Do not assume it stops shutoff unless Option 0 confirms. |
| By mail | ABCWUA, PO Box 27226, Albuquerque NM 87125. | Routine non-urgent payments. | Too slow for same-day shutoff protection. |
| Curbside drop box | 1441 Mission Ave NE; 5th & Marquette by City Hall. | After-hours physical drop. | Do not drop cash; keep a record. |
| Walk-in | Customer Service, 1441 Mission Ave NE; lobby hours listed 8:30 AM-4:30 PM, Monday-Friday. | In-person payment/account help. | Confirm holidays or closures before driving. |
| Western Union | ABCWUA says call ahead because hours/availability may change. | Retail payment option. | Retail availability and posting timing. |
Emergency, No Water, Main Break or Sewer Backup
Water emergencies
Broken main, no water, major leak, hydrant hazard, urgent turn-off.
Sewer emergencies
Sewer overflow, sewer backup, wastewater in street, urgent sewer trouble.
| Problem | Say this | Have ready |
|---|---|---|
| Street leak / main break | “Water is flowing/bubbling at [address/cross street].” | Nearest address, cross street, flow direction, time noticed, safety hazard. |
| No water / low pressure | “No water or low pressure at [address]. All taps/some taps affected.” | Neighbors affected, start time, shutoff notice status, nearby work. |
| Sewer backup | “Sewer is backing up at [fixture/location]. I stopped using water.” | Basement/toilet/floor drain, plumber status, neighbors affected. |
| Emergency turn-off | “I need emergency water turn-off at [address] due to [leak/break/flood].” | Access details, hazard, owner/tenant status, contact phone. |
| Hydrant/meter hazard | “There is damage to a hydrant/meter/utility asset near [location].” | Photos only if safe, traffic risk, exact location. |
Safety note: keep people away from wastewater, moving water, missing covers, sinkholes, flooded roads, damaged pavement and utility equipment. Do not attempt utility repairs yourself.
Turn-Off Notice, Low-Income Credit and Water Assistance Fund
Before paying past due
- Call Option 0 first.
- Ask exact amount needed today.
- Ask which payment method posts fast enough.
- Ask whether you must call back after payment.
Low Income Credit
- Homeowners only.
- Monthly utility credit up to $33.05.
- Must be renewed annually.
- Administered by The Storehouse and Rio Grande Food Project.
Water Assistance Fund
- For homeowners or tenants paying ABCWUA water/sewer bills.
- Turn-Off Notice required effective Jan. 1, 2026.
- Approved applications may receive up to $200.
- Only Rio Grande Food Project and The Storehouse administer it.
| Help route | Contact | Use when |
|---|---|---|
| ABCWUA customer service | 505-842-WATR, Option 0 | Confirm amount, deadline, shutoff status, payment posting, account notes. |
| Rio Grande Food Project | 505-967-8983 • water@rgfp.org | Low Income Credit / Water Assistance Fund application route. |
| The Storehouse | 505-842-6491 • water@thestorehouseabq.org | Low Income Credit / Water Assistance Fund application route. |
View Bill, Trash Line, Charges and Meter Clues
By mail
Paper bills normally go to the service address; owner may request additional copies to other addresses.
Online
Guest Pay can show bill images with account number + ZIP; WA Portal shows bill images for accounts you set up.
By email
Enroll in WA Portal and select “Paperless by Email” under Bill Statement Delivery.
| Bill item | What it means | What to do |
|---|---|---|
| Water | Usage and water service charges. | Compare current usage with past months and same month last year. |
| Sewer | Wastewater-related charges. | Ask if sewer review applies when a verified leak did not enter sewer. |
| Trash/refuse | For most customers, curbside refuse collection is billed on behalf of City of Albuquerque. | For trash/refuse rates, call 505-761-8100. |
| Water waste | May appear after violation process. | Review water waste notice and correction deadline. |
| Extra cart | Possible solid-waste charge. | Contact Solid Waste, not water billing, if the issue is cart service. |
| Adjustment | Correction, credit, debit, or account change. | Ask which date and reason generated the adjustment. |
| Meter/use data | Usage clue for leaks and continuous use. | Use HomeConnect if your meter has AMI and the feature is available. |
HomeConnect: Catch Leaks Before the Next Bill
What it does
HomeConnect can track hour-by-hour water use for accounts with AMI meters.
How to start
Create or sign in to your Water Authority online account, then use My Account tools.
Why it matters
Daily/hourly use can show toilets, irrigation, evaporative coolers, pool fill or hidden leaks before the monthly bill arrives.
Start, Stop, Transfer, Tenants, Owners and Title Companies
Important ABCWUA rule: the Water Authority is property-based. It bills the property, not just the person. Owner/landlord/property-manager control matters more than a normal “start/stop” utility request.
| User type | Official-style rule | Action |
|---|---|---|
| Tenant/renter | If renting and you need a prorated/final bill, contact owner/landlord/property manager. | Ask who holds the ABCWUA account and how water is billed. |
| Tenant wants bill mailed | Contact owner/landlord/property manager if not receiving a bill and you want it mailed. | Do not assume ABCWUA can change account control without owner involvement. |
| Property owner selling | Final bill for sold property should be prorated/paid through title company or negotiated with buyer. | Coordinate before closing date. |
| Owner of record | May request mailing address change, Budget Billing, online profile removal, or meter placement/removal. | Call Option 0 and ask what documents are needed. |
| Property manager | May handle mailing/account changes with owner permission. | Have owner authorization, service address and account details. |
| Title company | Use payoff/final-bill process before closing. | Email/request account history and payoff per official instructions. |
High Bill: Find the Cause Before Disputing
Line item first
Check if the increase is water, sewer, trash/refuse, extra cart, water waste or adjustment.
Indoor leak
Check toilets, softeners, reverse-osmosis systems, humidifiers and supply lines.
Outdoor leak
Check irrigation valves, drip lines, emitters, hose bibs, pool fill and wet spots.
Proof packet
Keep bill images, photos, repair receipts, meter notes, HomeConnect usage and dates.
| Check | Action | Why it matters |
|---|---|---|
| Bill images | Use Guest Pay or WA Portal to compare bills. | Shows whether usage or another line item changed. |
| Continuous usage | Ask if usage appears continuous overnight. | Often points to toilet, irrigation, cooler, pool fill or hidden leak. |
| HomeConnect | Use hourly use data if your meter/account supports it. | Finds leaks faster than waiting for next monthly bill. |
| Toilet dye test | Add dye to tank, wait, do not flush, check bowl. | Silent toilet leaks are common and costly. |
| Irrigation | Run zones briefly and check overspray, broken heads, timer and emitters. | Can cause high bill and water-waste risk. |
| Repair proof | Keep plumber invoice, receipts, before/after photos and repair date. | Useful if account review is available. |
Water Waste Rules: What Counts and How to Report
Legal definition
Water, other than natural precipitation, flowing or spraying into a public right-of-way, municipal storm drain or adjacent private property.
Restricted spray irrigation
Spray irrigation between 11:00 AM and 7:00 PM from April 1 through October 31 is considered water waste.
Before fines
Reports lead to warning notice or scheduled field inspection; fines are not assessed until warning and chance to correct.
| Situation | Risk? | Action |
|---|---|---|
| Extra-long shower | Not legal “water waste” for reporting purpose. | Conserve, but do not report as ordinance waste. |
| Water running into street/storm drain | Water waste risk. | Fix or report with address and observation time. |
| Irrigation overspray onto sidewalk/street | Water waste risk. | Adjust heads, repair emitters and timers. |
| Spray irrigation 11 AM-7 PM, Apr. 1-Oct. 31 | Water waste risk. | Water outside restricted hours or apply for exemption if eligible. |
| Need time to fix issue | Variance may help. | Call 842-WATR or use variance/exemption forms. |
Better report: include exact address, source of water, best day/time to observe, and photos/video only if safe and lawful.
Conservation, Rebates, 505Outside and WaterSmart Help
Conservation goal
ABCWUA’s long-term conservation plan targets 110 gallons per capita per day by 2037.
Rebate program
ABCWUA says it returns more than $1 million each year through water-saving rebates.
Customized Performance Rebate
$10 per unit of water saved; can cover 50% of project cost or up to $50,000, whichever is lower.
| Program | Helps with | Before applying |
|---|---|---|
| Water-efficient washing machines | Indoor water savings. | Check eligible models and receipt rules. |
| Treebates | Low/medium-water-use trees and tree care. | Use current eligible plant/tree list. |
| Rainwater harvesting | Rain barrels/cistern-type capture. | Check size, install and safety rules. |
| Xeriscaping | Replacing high-water turf with desert-friendly landscape. | Do not start before pre-approval if required. |
| Irrigation efficiency | Controllers, repairs and system improvements. | Keep before/after photos and invoices. |
| CPR / commercial custom projects | Large/custom water-saving upgrades. | Pre-project review and 12 billing-cycle savings verification may apply. |
| WaterSmart workshops | Education/classes. | Check current class rebate and attendance rules. |
Builders, Contractors, Connections, Work Orders and Maps
Maps & Records
Phone: 505-289-3242 or 505-289-3248
Utility Development
Use for availability, connection permits, pressure/flow inquiries, work orders and closeout packages.
| Fee / requirement | Official detail | User warning |
|---|---|---|
| Work order fees | Engineering review fees based on 3.25% of infrastructure cost that becomes an ABCWUA asset; pro rata fees may also apply. | Fees must be paid before Water Authority work order is issued. |
| Small water services | Two-inch or smaller: $50 per service. | Confirm current fee before budgeting. |
| Sanitary sewer services | $50 per service. | Permit fees are paid before connection permit release. |
| Hydrant/manhole/fire/large services | Public hydrant, public manhole, fire lines, AirVac pit, and large water services/meter vaults: $150 per item. | Do not use a homeowner guide as construction approval. |
| New account setup after construction | Account setup happens only after project closeout and acceptance. | Coordinate timing before occupancy or closing. |
Water Quality, Brown Water, Pressure, Odor and Reports
2024 Water Quality Report
ABCWUA news says the annual water quality report is posted in English and Spanish.
Report a problem
For water-quality concerns, document the tap, hot/cold water, time started and whether neighbors are affected.
Use Option 1 when urgent
If the issue is connected to no water, main break, sewer overflow or safety risk, use emergency Option 1.
| Symptom | Capture first | Call route |
|---|---|---|
| Brown/rusty water | Photo in clear glass, hot/cold tap, one tap or whole home, nearby work. | Option 0 routine; Option 1 if tied to main break. |
| Odor/taste | One tap/whole home, filter/softener status, time pattern. | Customer service and water-quality routing. |
| No water | All fixtures, neighbor check, shutoff notice status. | Option 1 if urgent/no-water emergency. |
| Sewer odor | Indoor/outdoor location, drains affected, time pattern. | Official sewer/utility route. |
| Lead/community concern | Official water report and ABCWUA notices. | Use current ABCWUA water-quality report and notices. |
Map: ABCWUA Customer Service Center
| Location | Address / phone | Use for |
|---|---|---|
| Customer Service Center | 1441 Mission Ave. NE, Albuquerque, NM 87107 • 505-842-WATR | Walk-in payment, account help, drop box, billing questions. |
| Downtown drop box | 5th & Marquette, by City Hall, downtown Albuquerque. | Curbside drop box listed by ABCWUA. |
| Executive/Admin Offices | One Civic Plaza NW, Room 5027, Albuquerque, NM 87102 • 505-289-3000 | Administrative authority office, not normal bill-pay counter. |
| General mailing | P.O. Box 568, Albuquerque, NM 87103-0568 | General ABCWUA mail route. |
| Bill-payment mail | ABCWUA, PO Box 27226, Albuquerque NM 87125 | Mailing bill payments when official instructions allow. |
| Rio Grande Food Project | 505-967-8983 | WAF / Low Income Credit partner agency. |
| The Storehouse | 505-842-6491 | WAF / Low Income Credit partner agency. |
Albuquerque Water Utility Authority FAQ
What is the Albuquerque Water Utility Authority phone number?
Call 505-842-9287, also written as 505-842-WATR. Option 0 is billing/payments/general issues; Option 1 is 24/7 water/sewer emergencies; Option 2 is phone payment; Option 3 is Construction Services; Option 4 is conservation/rebates; Option 5 is water waste.
Where is the ABCWUA Customer Service Center?
The Customer Service Center is listed at 1441 Mission Ave. NE, Albuquerque, NM 87107.
How do I pay my ABCWUA bill online?
Use ABCWUA Guest Pay through E-Bill Express for one-time payment, or use the WA Portal at account.abcwua.org for profile, bill images and recurring payment options.
What information do I need for Guest Pay?
You need the 10-digit ABCWUA account number and 5-digit service ZIP code.
Can I pay by phone?
Yes. Call 505-842-WATR and choose Option 2 to make a payment by phone.
Where do I mail an ABCWUA bill payment?
The bill-payment mailing address listed by ABCWUA is ABCWUA, PO Box 27226, Albuquerque NM 87125.
What number do I call for a broken water main or sewer backup?
Call 505-842-WATR and choose Option 1. Option 1 is listed for 24-hour water/sewer emergencies.
Does ABCWUA start, stop or transfer service like a normal utility?
ABCWUA is property-based. Renters and sellers often need landlord, property manager, title company or owner coordination rather than a simple person-based start/stop request.
Why does my ABCWUA bill include trash?
The bill may include water, sewer and, for most customers, curbside refuse collection billed on behalf of the City of Albuquerque. For refuse rates, call City Solid Waste at 505-761-8100.
What counts as water waste in Albuquerque?
Water waste includes water, other than natural precipitation, flowing or spraying into a public right-of-way, municipal storm drain or adjacent private property. Spray irrigation between 11 AM and 7 PM from April 1 through October 31 is also considered water waste.
How do I report water waste?
Use ABCWUA’s online water-waste form or call 505-842-WATR, Option 5. Include the address, source of water if known, and best day/time to observe.
Is there help for low-income customers?
ABCWUA lists a homeowner-only Low Income Credit up to $33.05 monthly and Water Assistance Fund emergency help up to $200 for eligible homeowners or tenants with a turn-off notice.
Who administers ABCWUA assistance programs?
ABCWUA lists Rio Grande Food Project at 505-967-8983 and The Storehouse at 505-842-6491 for Low Income Credit and Water Assistance Fund routes.
What is HomeConnect?
HomeConnect is an online usage-tracking tool for accounts with compatible AMI meters. It can help customers see water use close to real time and identify possible leaks or malfunctions.
Is this the official ABCWUA website?
No. This is an informational guide. Confirm live account balance, payment posting, turn-off status, fees, emergency instructions, rebate funding and forms with official ABCWUA sources.
30-Second Albuquerque Water Checklist
Paying? Use Guest Pay with 10-digit account number + 5-digit service ZIP, or WA Portal for profile, bill images and recurring payments.
Calling? Dial 505-842-WATR. Option 0 billing, Option 1 emergency, Option 2 payment, Option 3 construction, Option 4 rebates, Option 5 water waste.
Emergency? Option 1 is the 24-hour route for water/sewer emergencies.
Moving/renting? ABCWUA is property-based. Renters should route prorated/final bill questions through landlord/property manager.
High bill? Compare line items, use bill images/HomeConnect if available, check toilets and irrigation, then call with proof.