Bernalillo County Water Utility Authority Help Desk: Pay, Login, Call or Restore Service
Use this page as a practical Water Authority counter: pay a bill, create My Account, view usage with HomeConnect, call the right phone option, report water or sewer emergencies, handle a turn-off warning, request assistance, check water waste rules, and find the Customer Service Center map.
Start Here: What Do You Need?
The official name is Albuquerque Bernalillo County Water Utility Authority. Many searchers type “Bernalillo County Water Utility Authority,” but the bill, portal, and official pages usually use Water Authority / ABCWUA.
| Searcher intent | Best official route | Prepare first | Important detail |
|---|---|---|---|
| Pay Water Authority bill online | Guest Pay / Make Payment | Account number, ZIP code, payment method, bill amount. | Guest Pay can also show bill images with account number and ZIP code. |
| Login or create profile | My Account / WA Portal | Water Authority account number and email. | Use profile login for bill images, paperless billing, recurring payments, and HomeConnect usage. |
| Pay by phone | 505-842-WATR (9287), Option 2 | Account number and payment method. | For shutoff restoration, call Customer Service after paying. |
| Billing, payment plan, general issue | 505-842-WATR, Option 0 | Account number, service address, notice, payment proof. | Call Center handles billing, payments and general issues. |
| Water or sewer emergency | 505-842-WATR, Option 1 | Address, cross street, issue type, time started, safety risk. | Dispatch Center is available 24 hours/day, 7 days/week. |
| Water off for non-payment | Pay, then call Option 0 | Full balance or 75% down in guaranteed funds plus Pay Plan. | Same-day restoration request must be completed by 2:00 PM MT. |
| Water waste report | Report Water Waste or Option 5 | Address, best day/time to observe, source of water if known. | Warning comes before fines; detailed reports help field inspection. |
| Trash bill question | City Solid Waste 505-761-8100 or Bernalillo County Solid Waste 505-224-1639 | Check whether trash charge is City or County. | Trash may appear on Water Authority bills for many customers, but trash questions go to solid waste agencies. |
Fast warning: if service is already off, do not turn it back on yourself. The Water Authority says only authorized personnel may restore service, and unauthorized turn-on can cause a violation and fee.
Official Phone, Address, Mailing and Local Service Context
Customer Service Center
Address:
1441 Mission Ave. NE
Albuquerque, NM 87107
Walk-in: Monday-Friday, 8:30 AM-4:30 PM.
Mailing Addresses
Payment mail:
ABCWUA
PO Box 27226
Albuquerque, NM 87125
General contact mail:
P.O. Box 568
Albuquerque, NM 87103-0568
| Phone option | Use for | Prepare |
|---|---|---|
| Option 0 | Call Center: billing, payments, payment plan, general issues. | Account number, notice, service address, payment proof. |
| Option 1 | Water/sewer emergencies 24 hours/day. | Address, cross street, active leak/backup details. |
| Option 2 | Make a payment over the phone. | Account number and payment method. |
| Option 3 | Construction Services / new construction fees. | Project address, permit/work order details. |
| Option 4 | Water conservation and rebates. | Account, landscape/rebate question, project status. |
| Option 5 | Report water waste. | Violation address, best day/time to observe, photos if available. |
| Option 6 | Cockroach control request. | Address and issue location. |
| Option 7 | Report Water Authority vehicle operation concerns. | Vehicle number/location/time if safe to record. |
Pay Bill, Login, Paperless Billing and HomeConnect
My Account
Use for bill images, recurring payments, and paperless billing.
Bank Draft
Bank Draft can debit your bank account monthly to pay the full bill.
HomeConnect
AMI-meter customers can view hour-by-hour water usage and spot possible leaks.
Start from the official Water Authority route
Use Guest Pay for a one-time payment or My Account for more options. Avoid ad-looking bill-pay sites that are not linked from abcwua.org.
Match your account
Confirm account number, ZIP code, service address, bill amount, due date, and any turn-off notice before paying.
Save proof
Keep confirmation number, payment amount, date/time, payment method, and screenshot. You need this if calling for same-day restoration.
Set up HomeConnect if your meter supports it
If your meter has AMI equipment, create My Account access, then use “View Water Usage” to see daily or hour-by-hour use and possible leak patterns.
| Payment method | Official detail | Best for |
|---|---|---|
| Online Guest Pay | One-time payment through e-Bill Express / Water Authority link. | Fast payment without profile setup. |
| My Account profile | Sign in or create profile for recurring payments, paperless billing, bill images, usage tools. | Ongoing account management. |
| Phone payment | 505-842-WATR, Option 2. | Users who prefer phone payment. |
| ABCWUA, PO Box 27226, Albuquerque NM 87125. | Normal payment with enough mailing time. | |
| Curbside dropbox | 1441 Mission Ave NE or 5th & Marquette by City Hall downtown. | After-hours check/money-order style payment. |
| Walk-in | Customer Service, 1441 Mission Ave NE; lobby hours 8:30 AM-4:30 PM Monday-Friday. | In-person account help. |
| Western Union | Water Authority links to Western Union locations; call ahead before visiting. | Customers using third-party walk-in payment location. |
Water Off, Turn-Off Warning or Delinquency Letter
Do not self-restore
Only authorized Water Authority personnel may turn water back on. Unauthorized turn-on can trigger a violation and fee.
Restoration payment
Water-off accounts require balance paid in full or 75% down in guaranteed funds plus a Pay Plan for the remaining balance within 30 days.
2 PM deadline
Same-day service restoration action must be completed by 2:00 PM MT; after that, restoration is next business day.
| Notice type | What it means | What to do now |
|---|---|---|
| Water off for non-payment | Service already disconnected. | Pay full balance or arrange 75% down Pay Plan, then call Option 0 to confirm restoration request. |
| Turn-off notice / warning | Service is at risk. | Call 505-842-WATR Option 0 and ask whether payment in full or Pay Plan is required. |
| Delinquency letter | Not immediate shutoff danger, but balance should be reduced. | Add extra to payment or call before balance moves toward turn-off status. |
| Guaranteed funds | Cash, cashier’s/certified check, money orders, debit cards, credit cards. | Ask which payment method is acceptable for your account status today. |
Report Water or Sewer Emergency
Water main / emergency shutoff
Report broken mains, urgent leaks, no water, or need for emergency water turn-off.
Sewer overflow / backup
Report sewer overflows, backups, and urgent sewer trouble through dispatch.
| Problem | What to say | Prepare |
|---|---|---|
| Broken water main | “Water is flowing/bubbling at [address/cross street].” | Nearest address, direction of flow, time started, photos only if safe. |
| No water / low pressure | “My property has no water/low pressure; neighbors [are/are not] affected.” | Address, all taps vs one tap, any nearby work. |
| Sewer backup | “Wastewater is backing up at [fixture/location].” | Stop using water; keep children/pets away; note whether neighbors affected. |
| Emergency water turn-off | “There is an active leak and I need emergency water turn-off.” | Address, leak location, property access notes. |
New Service, Tenants, Owners, Selling or Title Company Payoff
Property-based utility: the Water Authority says it does not start, stop, or transfer service like a person-based account. It bills the property, and the property owner of record has account control and responsibility.
Tenants
For prorated/final bills or missing bills, contact the owner, landlord, or property manager.
Owners
Owners may request mailing-address changes, budget billing, profile account removal, or meter placement/removal.
Property managers
With owner permission, property managers may add or change mailing addresses by calling Option 0.
Title companies
Use the official title-company payoff route for accurate closing balance and account history.
Understand the Bill, Meter Usage and Leak Checks
Bill includes
Water, sewer, and for many customers curbside refuse collection billed on behalf of the City of Albuquerque.
Meter unit
1 unit = 100 cubic feet = 748 gallons. 1 cubic foot = 7.48 gallons.
Leak triangle
If no water is being used and the meter triangle is turning, you may have an undiscovered leak.
| Bill / meter item | Plain-English meaning | User action |
|---|---|---|
| Water fixed monthly charge | Recovers fixed facility costs: pump stations, reservoirs, transmission lines, wells. | Appears even when little water is used. |
| Water commodity charge | Cost of pumping, treating, and delivering water. | Changes with usage. |
| Water state surcharge | Pass-through state cost for water quality testing. | Not a local optional fee. |
| Sewer fixed monthly charge | Fixed sewer system costs like lift stations, odor control stations, interceptor lines. | May remain even with low wastewater flow. |
| Sewer commodity charge | Cost of collecting, treating, and disposing of wastewater. | Usually related to billed water usage. |
| Facility rehabilitation charge | Funds repair/replacement of aging water and sewer lines. | System infrastructure charge. |
| HomeConnect / AMI | AMI-meter customers can see hour-by-hour water use. | Use for leak and irrigation troubleshooting. |
| Trash/refuse charge | Billed for many customers on behalf of City of Albuquerque. | Trash-rate questions go to Solid Waste at 505-761-8100. |
Low-Income Credit and Water Assistance Fund
Low Income Credit
For homeowners only. Monthly utility credit up to $33.05 for water, wastewater, and solid waste.
Renewal is required annually.
Water Assistance Fund
One-time emergency help for low-income homeowners or tenants who pay Water Authority water/sewer bills.
Approved applications may receive up to $200 toward the bill.
2026 WAF eligibility
Effective January 1, 2026, a Water Authority Turn-Off Notice must be issued or mailed for WAF grant eligibility.
| Agency | Phone | Use for |
|---|---|---|
| The Storehouse | 505-842-6491 | Low Income Credit and Water Assistance Fund administration. |
| Rio Grande Food Project | 505-967-8983 | Low Income Credit and Water Assistance Fund administration. |
| Water Authority Customer Service | 505-842-9287, Option 0 | Confirm account status, turn-off notice, balance, and Pay Plan options. |
Water Waste Rules, Rebates and Xeriscape Help
Water waste
Water flowing or spraying into public right-of-way, storm drain, or adjacent private property.
Spray irrigation
Spray irrigation between 11 AM and 7 PM from April 1-Oct. 31 is water waste.
Report route
Use the online report form or call Option 5.
Conservation goal
Water Authority plan targets 110 gallons per capita per day by 2037.
| Program / rule | Official detail | Best next step |
|---|---|---|
| Water waste report | Reports can trigger warning notice or field inspection. Fines are not assessed until warning and opportunity to correct. | Provide address, source, best day/time to observe. |
| Xeriscape rebate | Do not start turf removal before applying and receiving Notice to Proceed. | Apply through Conservation Rebate Application Portal. |
| Xeriscape amount | Residential and commercial qualifying landscapes may receive up to $3.00 per square foot of high-water-use turf converted. | Call 842-9287 Option 4 for questions. |
| Initial inspection | Call 505-289-3026 after setting up online application; initial inspections occur 8 AM-2 PM Monday-Friday. | Allow one to two weeks, longer in busy season. |
| Project deadline | After approval, customers have six months to complete project; extensions may be possible if funds remain. | Save receipts and contractor final paid invoice. |
| Requirements | 50% plant coverage at maturity, no spray irrigation in rebate area, drip/bubbler conversion, minimum 3 inches mulch. | Use Xeriscaping Guide plant list and plant points. |
Water Source, Water Quality and Sewer System
Drinking water source
Albuquerque and Bernalillo County rely on groundwater from the Santa Fe Group Aquifer and surface water from the San Juan-Chama Drinking Water Project.
Annual supply
Groundwater wells and San Juan-Chama project together produce about 32 billion gallons of drinking water for the service area each year.
Water quality concern
Email the Water Authority through official channels or call 842-WATR, Option 1, to speak with Communication Center staff.
| System fact | Official detail | Why it matters |
|---|---|---|
| Water Quality Report | Annual report is mailed to customers and available online in English and Spanish. | Use for contaminant/testing data. |
| Long-term reliability | Strategy centers on conservation, aquifer storage/recovery, reuse, and San Juan-Chama project. | Explains drought and supply planning. |
| Sewer lines | Water Authority maintains about 2,400 miles of sewer line. | System size and backup/overflow response context. |
| Southside Water Reclamation Plant | Capacity of 76 million gallons per day; largest sewage treatment facility in New Mexico. | Wastewater treatment scale. |
| Regulators | Plant operation regulated by EPA and New Mexico Environment Department. | Trust and compliance context. |
Builders, Maps, Records and Connection Fees
Maps & Records
Engineering review
Work-order engineering review fees are based on 3.25% of infrastructure cost that becomes a Water Authority asset.
| Connection / permit item | Official amount shown | Who should verify |
|---|---|---|
| Small water services, 2 inches or smaller | $50 per service. | Designer, contractor, or property owner. |
| Sanitary sewer services | $50 per service. | Designer, contractor, or property owner. |
| Public hydrant, public manhole, fire lines, AirVac pit, large water services/meter vaults 3 inches or larger | $150 per item. | Designer, contractor, or property owner. |
| Pro Rata fees | May be due when previous development benefits the project property. | New Construction / Construction Services. |
Wrong Provider Check: ABCWUA vs City / County / Village / Private Billing
Use this guide if your bill says…
- Albuquerque Bernalillo County Water Utility Authority.
- Water Authority or ABCWUA.
- Customer Service Center at 1441 Mission Ave. NE.
- Phone 505-842-WATR / 505-842-9287.
- My Account at account.abcwua.org.
Double-check before paying if…
- Your bill is only from City Solid Waste or Bernalillo County Solid Waste.
- You live in Rio Rancho, Los Lunas, Corrales, or outside the Water Authority service area.
- You pay a landlord, apartment manager, HOA, or private submeter company.
- You need development/planning service through City DHO/DFT, County CDRA, Village of Los Ranchos, or construction-review route.
Water Authority Customer Service Center Map
Use this map for walk-in customer service and Mission Avenue dropbox. Downtown 5th & Marquette dropbox is separate.
| Location | Address | Use for |
|---|---|---|
| Customer Service Center | 1441 Mission Ave. NE, Albuquerque, NM 87107 | Walk-in customer service, payment help, account questions, curbside dropbox. |
| Downtown dropbox | 5th & Marquette, by City Hall, downtown Albuquerque | Curbside payment dropbox. |
| Payment mail | ABCWUA, PO Box 27226, Albuquerque NM 87125 | Mail water/sewer/trash collection bill payment. |
| General mail | P.O. Box 568, Albuquerque, NM 87103-0568 | General Water Authority correspondence. |
| Utility Development / Plaza Del Sol | 600 2nd Street NW, Suite 201, Albuquerque, NM 87102 | Development, availability, connection permits, planning/process coordination. |
Bernalillo County Water Utility Authority FAQ
What is the official name of Bernalillo County Water Utility Authority?
The official entity is Albuquerque Bernalillo County Water Utility Authority, often called the Water Authority or ABCWUA.
What is the Water Authority phone number?
Call 505-842-WATR or 505-842-9287. Option 0 is billing/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, and Option 5 is water waste.
Where is the Water Authority Customer Service Center?
The Customer Service Center is at 1441 Mission Ave. NE, Albuquerque, NM 87107. Walk-in lobby hours are Monday-Friday, 8:30 AM-4:30 PM.
How do I pay my Water Authority bill online?
Use the official Make a Payment / Guest Pay route through e-Bill Express or create a profile through My Account at account.abcwua.org.
How do I view my bill online?
Guest Pay can show bill images using account number and ZIP code. My Account / WA Portal can show bill images for accounts added to your profile.
How do I get paperless bills?
Enroll in the WA Portal and choose the Paperless by Email option under Bill Statement Delivery.
What is HomeConnect?
HomeConnect is available for AMI-equipped meters and lets customers track hour-by-hour or daily water use, helping find leaks or unusual spikes before the monthly bill arrives.
How do I pay by phone?
Call 505-842-WATR / 505-842-9287 and choose Option 2.
What should I do if my water is turned off for non-payment?
Do not turn it on yourself. Pay the required amount or set up a Pay Plan, then call Customer Service at Option 0. Same-day restoration requests must be completed by 2:00 PM MT.
How much must I pay if water is off for non-payment?
The Water Authority says an account with water off requires the balance paid in full or 75% down in guaranteed funds plus a Pay Plan for the remaining balance within 30 days.
What number reports water or sewer emergencies?
Call 505-842-WATR / 505-842-9287, Option 1. Dispatch is available 24/7 for water and sewer emergencies, including broken water mains, sewer overflows, backups, and emergency water turn-offs.
What counts as water waste?
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 water waste.
Who handles trash bill questions?
Questions about trash bills should go to City Solid Waste at 505-761-8100 or Bernalillo County Solid Waste at 505-224-1639, depending on the charge/provider.
Does the Water Authority start, stop, or transfer service for tenants?
The Water Authority says it is a property-based utility and bills the property, not the person. Tenants should contact the owner, landlord, or property manager for prorated/final bills or mailing issues.
What is the Low Income Credit?
The Low Income Credit can provide eligible low-income homeowners a monthly utility credit up to $33.05 for water, wastewater, and solid waste. It must be renewed annually.
What is the Water Assistance Fund?
The Water Assistance Fund can provide one-time emergency help up to $200 for eligible homeowners or tenants who pay Water Authority water and sewer bills. Effective January 1, 2026, a Turn-Off Notice must be issued or mailed.
Where does Albuquerque/Bernalillo County drinking water come from?
The Water Authority uses groundwater from the Santa Fe Group Aquifer and surface water from the San Juan-Chama Drinking Water Project.
How much is one water-bill unit?
One billing unit equals 100 cubic feet, or 748 gallons. One cubic foot equals 7.48 gallons.
How do I check for a leak with the meter?
Do not use water during the test. If the leak detector triangle turns when no water is being used, there may be a leak. You can also compare two readings and multiply cubic feet used by 7.48 to estimate gallons.
Is this the official Water Authority website?
No. This is an informational guide. Confirm live balances, payment posting, service restoration, fees, notices, rates, and emergency instructions with official ABCWUA sources.
30-Second ABCWUA Checklist
Pay/login: Guest Pay for one-time payment; My Account for bill images, recurring payments, paperless billing, and HomeConnect.
Call: 505-842-WATR / 505-842-9287. Option 0 billing, Option 1 emergency, Option 2 payment, Option 4 rebates, Option 5 water waste.
Visit: 1441 Mission Ave. NE, Albuquerque, NM 87107. Lobby Monday-Friday, 8:30 AM-4:30 PM.
Water off: do not self-restore; pay or set Pay Plan; same-day restoration request before 2 PM MT.
Leaks: My Account/HomeConnect if AMI meter; 1 unit = 748 gallons; moving triangle with no water use suggests leak.
Assistance: Low Income Credit up to $33.05 monthly for homeowners; WAF up to $200 emergency help if eligible.