Water Authority Fast Desk: Pay, Log In, Call, Report or Stop a Turn-Off
Use this guide like a customer-service counter. Pick the task, open the official route, prepare the right account details, and avoid payment, reconnection, emergency, or water-waste mistakes.
Quick Answer Board
| Need | Official route | Have ready | Do not miss |
|---|---|---|---|
| One-time payment | E-Bill Express ABCWUA Pay Now | 10-digit ABCWUA account number and 5-digit service ZIP code. | Guest Pay is for quick payment; save confirmation before closing. |
| Account login / recurring pay | Water Authority My Account | Email/login, password, account number, secure device. | Portal supports account balance/payment history, saved banking, recurring payments, and multiple accounts. |
| Pay by phone | Call 505-842-WATR, Option 2. | Account number, payment method, amount due. | Use Option 0 instead for billing dispute, turn-off, or pay-plan help. |
| Billing / general issue | Call 505-842-WATR, Option 0. | Account number, service address, bill copy, notice, payment proof. | Call center regular business hours are listed as Monday-Friday, 8:00 AM-5:00 PM. |
| Water/sewer emergency | Call 505-842-WATR, Option 1. | Exact location, cross street, type of issue, safety risk, time started. | Dispatch Center is available 24/7 for water and sewer emergencies. |
| Water off / turn-off notice | Call 505-842-WATR, Option 0. | Turn-off notice, account balance, guaranteed funds/payment ability. | Same-day restore action must be completed by 2:00 PM MT. |
| Low-income help | Help for Low Income Customers | Income proof, account bill, turn-off notice if applying for WAF. | LIC is for homeowners; WAF is emergency help for homeowners or tenants with a turn-off notice. |
| Water waste / overspray | Call 505-842-WATR, Option 5. | Address, date/time, photo/video if safe, type of waste. | Equipment malfunctions must be repaired or turned off within 48 hours after notification. |
Fast safety note: never turn water back on yourself after a non-payment shutoff. ABCWUA says only authorized Water Authority personnel may turn it back on.
Official Address, Offices and Locality
Customer Service Center
1441 Mission Ave. NE
Albuquerque, NM 87107
Lobby: Monday-Friday, 8:30 AM-4:30 PM
Administrative office
One Civic Plaza NW, Room 5027
Albuquerque, NM 87102
Executive/Admin: 505-289-3000
| Local area / district | Why it matters | User action |
|---|---|---|
| City of Albuquerque | ABCWUA handles water and wastewater utility service; City trash appears on some utility bills. | For trash bill questions, call City Solid Waste at 505-761-8100. |
| Bernalillo County | The Water Authority serves about 95% of Bernalillo County residents and about one-third of unincorporated county water customers. | Confirm provider by bill/account before paying. |
| Village of Los Ranchos | Represented on the Water Authority board as a non-voting member. | Use ABCWUA account if the property bill is from the Water Authority. |
| Downtown Albuquerque | Curbside drop box is listed at 5th & Marquette by City Hall. | Use for drop-box payment, but keep proof and avoid cash. |
| Construction / development areas | Connection permits, work-order fees, maps, records and availability requests route through construction/services contacts. | Call 505-842-WATR Option 3 before submitting development paperwork. |
Pay Bill or Login: Exact Steps
Choose the official route
Use E-Bill Express for Pay Now/Guest Pay or Water Authority My Account for profile, recurring payments and account history.
Enter the account correctly
Pay Now asks for the 10-digit ABCWUA account number and 5-digit service ZIP code.
Pick payment type
ABCWUA lists bank draft, online guest pay, portal login, phone payment, mail, curbside drop boxes, walk-in and Western Union.
Save proof
Keep confirmation number, date/time, amount, payment method, account number and screenshot.
| Payment method | Official detail | Best for | Do not miss |
|---|---|---|---|
| Guest Pay / Pay Now | E-Bill Express Pay Now | Quick one-time payment. | Requires 10-digit account number and service ZIP. |
| My Account portal | account.abcwua.org | Saved banking, recurring payments, multiple accounts, balance and payment history. | Use secure device and correct email/login. |
| Phone payment | Call 505-842-WATR, Option 2. | Payment when you prefer phone route. | Option 2 is payment; Option 0 is account help. |
| Bank draft | ABCWUA says it can debit your bank account each month to pay the bill in full. | Customers who want automatic full payment. | Confirm enrollment before relying on it. |
| ABCWUA, P.O. Box 27226, Albuquerque, NM 87125. | Normal payments with enough time before due date. | Not safe near a turn-off deadline. | |
| Curbside drop box | 1441 Mission Ave NE; 5th & Marquette by City Hall downtown. | After-hours physical drop. | Use check/money order style proof; do not rely on drop box near shutoff without calling. |
| Walk-in | Customer Service, 1441 Mission Ave NE; lobby 8:30 AM-4:30 PM, Monday-Friday. | Account help, payment issue, notice review. | Bring bill, ID if needed, notice and payment proof. |
| Western Union | ABCWUA links to Western Union locations and says to call ahead because hours/availability may change. | Customers using cash-like offsite payment options. | Keep receipt and confirm posting if urgent. |
Water Off, Turn-Off Notice or Delinquency Letter
Water already off
- Do not turn water back on yourself.
- Call 505-842-WATR, Option 0.
- Pay full balance or 75% down in guaranteed funds plus Pay Plan.
- Action must be completed by 2:00 PM MT for same-day restore.
Turn-off notice
- Call immediately.
- Ask exact amount needed to keep water on.
- Ask if Pay Plan is available.
- Use guaranteed funds if instructed.
Delinquency letter
- Not immediate shutoff yet.
- Add extra payment if possible.
- Do not wait for a turn-off notice.
- Check eligibility for assistance early.
| Situation | ABCWUA rule / route | Best next action |
|---|---|---|
| Water off for non-payment | Balance paid in full OR 75% down in guaranteed funds plus Pay Plan for remaining balance in 30 days. | Call Option 0 immediately and confirm exact required amount. |
| Same-day restore | Required action must be completed by 2:00 PM MT. | Do not assume online payment alone schedules reconnection. |
| Guaranteed funds | Cash, cashier’s/certified check, money order, debit or credit card. | Ask which method ABCWUA accepts for your account today. |
| Someone turned water back on | ABCWUA warns a violation and fee can apply if anyone except authorized personnel turns water on. | Stop, call Option 0, and follow official restoration process. |
Water or Sewer Emergency: Dispatch Is 24/7
Emergency line
505-842-WATR, Option 1
Use for sewer overflows/backups, broken water mains, and emergency water turn-offs.
What to report
Exact address, nearest cross street, issue type, time started, whether water is entering property, and safety risk.
After calling
Write down time, call-back number, reference/ticket if given, and whether service may be temporarily shut off during repairs.
| Emergency | Say this first | Do next |
|---|---|---|
| Broken water main | “Water is flowing/bubbling at [exact location].” | Keep away from flooded roads, erosion, and utility markings. |
| Sewer backup/overflow | “Sewer is backing up/overflowing at [fixture/location].” | Stop using water, avoid contact, keep children/pets away. |
| No water / emergency shut-off | “I need emergency water turn-off at [address].” | Explain visible leak, property damage risk, and access details. |
| Contractor damage | “A water/sewer facility may have been damaged during work at [location].” | Stop work, call emergency dispatch, call 811 if underground facility damage applies. |
Bill Images, Paperless Billing and Common Account Issues
View bill image
Use Guest Pay with account number and ZIP or enroll in the WA Portal to view bill images for accounts you set up.
Paperless email
Enroll in the WA Portal and choose “Paperless by Email” under Bill Statement Delivery to stop mailed paper bills.
Requests & feedback
Use the Customer Request & Feedback form for account questions, comments or non-emergency concerns. Emergencies must be called in.
| Problem | Ask this | Prepare |
|---|---|---|
| Payment not showing | “Has this confirmation posted?” | Confirmation, date/time, amount, method, account number. |
| Bill image needed | “Can I view my bill image through Guest Pay or portal?” | 10-digit account number and ZIP. |
| Paper bill stopped | “Is my Bill Statement Delivery set to Paperless by Email?” | Portal login and email address. |
| Trash charge question | “Is this trash charge from City or County solid waste?” | City Solid Waste: 505-761-8100; Bernalillo County Solid Waste: 505-224-1639. |
| Title company payoff | “Where do I request accurate payoff balance for closing?” | Property address, closing date, title company info. |
New Service, Moving, Selling or Buying
Tenant / owner service
- Confirm ABCWUA is the provider for the address.
- Have 10-digit account number if already assigned.
- Use official new service/moving page.
- Call Option 0 for customer account setup questions.
Selling / title company
- Request accurate payoff for closing.
- Email bill/financial history requests to webcustomerservice@abcwua.org.
- Use the title company payoff route.
- Keep final payment proof.
Builders / new construction
- Call 505-842-WATR Option 3.
- Work-order fees must be paid before work order is issued.
- Connection permit fees must be paid before release.
- Maps & Records: 505-289-3242 or 505-289-3248.
| Construction / permit item | Official fee detail | Route |
|---|---|---|
| Engineering review fees | Based on 3.25% of infrastructure cost that becomes a Water Authority asset. | New Construction / Option 3. |
| Small water services | Two-inch or smaller: $50 per service. | Connection permit payment before release. |
| Sanitary sewer services | $50 per service. | Connection permit payment before release. |
| Public hydrant, public manhole, fire lines, AirVac pit, large water/meter vaults | Three-inch or larger items: $150 per item. | Connection permit payment before release. |
| Maps & Records | 505-289-3242 or 505-289-3248. | Use for utility maps/records inquiries. |
Low-Income Credit, Water Assistance Fund and Agencies
Low Income Credit
For homeowners only. ABCWUA says LIC provides a monthly utility credit up to $33.05 for water, wastewater and solid waste.
Participation must be renewed annually.
Water Assistance Fund
For low-income homeowners or tenants who pay Water Authority water/sewer bills and have a Water Authority turn-off notice.
Approved applications may receive up to $200 toward the bill.
Conservation, Rebates, Water Waste and High-Use Clues
Rebates
Use ABCWUA Conservation & Rebates or 505Outside for xeriscape, outdoor, indoor, tree and equipment-related rebate routes.
Water waste hotline
Call 505-842-WATR, Option 5, or use official water waste forms.
Conservation surcharge
From May through November, the Rate Ordinance applies surcharge logic when usage exceeds 200%, 300% and/or 400% of conservation average.
| Issue | Official detail | What to do |
|---|---|---|
| Sprinkler/A-C leak/equipment malfunction | Must be repaired or flow turned off within 48 hours of notification. | Fix or shut off immediately; request inspector/video info if needed. |
| Water waste violation | Malfunctions may be documented on video. | Use water waste form or call Option 5. |
| Overspray/time-of-day issue | Can be reported online or by phone. | Record address, day/time and visible water waste. |
| High summer bill | May be usage, leaks, irrigation, conservation surcharge, or watering schedule. | Check HomeConnect, meter/bill images, leak signs and watering rules. |
| Dry Rio Grande / summer saving | ABCWUA news points users to 505Outside for water-saving tips and lawn-to-xeriscape rebates. | Use 505Outside before changing landscaping or irrigation. |
Water Quality, Source Planning and Sewer System
2024 Water Quality Report
ABCWUA posted the 2024 Water Quality Report notice on its official site. Use the current report for official drinking-water test results.
Water 2120 planning
Water 2120 is the Water Authority’s long-range water supply plan for a safe, sustainable and resilient supply for the next 100 years.
Sewer collection
The sewer collection section operates about 2,400 miles of pipes plus pump/vacuum and odor-control facilities.
| Concern | Where to check | What to ask |
|---|---|---|
| Water quality report | ABCWUA news / drinking water pages. | “Where is the current Consumer Confidence / Water Quality Report for my service area?” |
| Taste, odor, color | Call customer service or emergency if sudden/severe. | Tap affected, hot/cold, time started, neighbors affected, recent work nearby. |
| Sewer odor | Customer Requests & Feedback / sewer odor route. | Exact location, indoor/outdoor odor, time pattern, sewer backup signs. |
| Sewer backup | Emergency Option 1. | Stop using water and report immediately. |
| Long-term water supply | Water 2120 / conservation pages. | Check conservation guidance before high summer irrigation. |
Before Digging, Landscaping, Fencing or Utility Work
1. Call 811
Use New Mexico 811 before digging.
2. Mark area
Clearly mark the excavation area before locate request.
3. Wait for marks
Respect paint/flags and utility response requirements.
4. Call damage in
If ABCWUA water/sewer infrastructure is damaged, emergency response starts with Dispatch at 842-9287.
Contractor note: construction notes warn that if an underground facility is damaged, stop construction, call 911 if appropriate, notify the underground facility operator, and call 811 to report the damage.
Google Map: ABCWUA Customer Service Center
Use this map for the Customer Service Center at 1441 Mission Ave. NE. Executive/Administrative offices are at One Civic Plaza NW, Room 5027.
| Location | Address | Use for |
|---|---|---|
| Customer Service Center | 1441 Mission Ave. NE, Albuquerque, NM 87107 | Walk-in customer service, bill/account help, drop box location. |
| Downtown drop box | 5th & Marquette, by City Hall downtown | Curbside drop-box payment location. |
| Mailing address | P.O. Box 568, Albuquerque, NM 87103-0568 | General Water Authority mail/contact address. |
| Payment mail address | ABCWUA, P.O. Box 27226, Albuquerque, NM 87125 | Mail bill payments with enough processing time. |
| Executive/Admin Offices | One Civic Plaza NW, Room 5027, Albuquerque, NM 87102 | Administrative reference; billing customers should use Customer Service. |
| Plaza Del Sol development contact | 600 2nd Street NW, Suite 201, Albuquerque, NM 87102 | Development, forms, requests for availability, connection permit-related contacts. |
Albuquerque Bernalillo County Water Utility Authority FAQ
What is the ABCWUA phone number?
Call 505-842-WATR or 505-842-9287. Use Option 0 for billing/general issues, Option 1 for 24-hour water/sewer emergencies, Option 2 for phone payment, Option 4 for conservation/rebates, and Option 5 for water waste.
Where is the ABCWUA customer service center?
The Customer Service Center is at 1441 Mission Ave. NE, Albuquerque, NM 87107. Walk-in lobby hours are listed as Monday-Friday, 8:30 AM-4:30 PM.
Where do I pay my Water Authority bill online?
Use the official E-Bill Express ABCWUA Pay Now page for one-time payment or account.abcwua.org for My Account login and recurring/payment-history features.
What do I need for guest payment?
The Pay Now page asks for your 10-digit ABCWUA account number and 5-digit service ZIP code.
How do I pay by phone?
Call 505-842-WATR and select Option 2 to make a payment over the phone.
Where do I mail a payment?
ABCWUA lists bill-payment mail to ABCWUA, P.O. Box 27226, Albuquerque, NM 87125.
What is the emergency number for broken water main or sewer backup?
Call 505-842-WATR, Option 1. The Dispatch Center is available 24 hours a day, seven days a week for water and sewer emergencies.
What if my water is off for non-payment?
Do not attempt to turn water back on yourself. Call 505-842-WATR, Option 0. ABCWUA says water-off accounts require balance paid in full or 75% down in guaranteed funds plus a Pay Plan for the remaining balance.
Can I get same-day water restoration?
ABCWUA says one of the required actions for water-off accounts must be completed by 2:00 PM MT to restore water service the same day.
Does ABCWUA have low-income bill help?
Yes. The Low Income Credit program provides a monthly utility credit up to $33.05 for eligible low-income homeowners. The Water Assistance Fund can provide emergency help up to $200 for eligible homeowners or tenants with a Water Authority turn-off notice.
Who administers the Low Income Credit and Water Assistance Fund?
ABCWUA lists The Storehouse at 505-842-6491 and Rio Grande Food Project at 505-967-8983.
How do I report water waste?
Call 505-842-WATR, Option 5, or use the official water waste forms. ABCWUA says equipment malfunctions must be repaired or flow turned off within 48 hours after notification.
Why is my summer bill high?
Possible causes include irrigation, leaks, conservation surcharge, water waste, seasonal use, or billing/account issues. Review usage through HomeConnect/My Account and call customer service if usage looks wrong.
What is the conservation surcharge?
The Water and Sewer Rate Ordinance says from May through November a conservation surcharge is billed when customers exceed determined percentages of their conservation average.
Who handles trash bill questions?
ABCWUA says City trash bill questions should go to City Solid Waste at 505-761-8100, and Bernalillo County Solid Waste questions to 505-224-1639.
Is this the official ABCWUA website?
No. This is an independent utility guide. Confirm live balance, shutoff status, deadlines, payment posting, assistance eligibility, rates, notices, and emergencies with official ABCWUA sources.
30-Second ABCWUA Checklist
Paying: E-Bill Express Pay Now → 10-digit account number + 5-digit ZIP → save confirmation.
Logging in: account.abcwua.org → view balance, history, recurring payments, multiple accounts.
Emergency: 505-842-WATR Option 1 → sewer backup, broken main, emergency turn-off.
Water off: do not turn on yourself → Option 0 → full balance or 75% down + Pay Plan → 2:00 PM MT matters.
Assistance: LIC up to $33.05/month for eligible homeowners; WAF up to $200 emergency help with turn-off notice.