Albuquerque Water Utility Help: Pay, Restore, Report or Reduce a High Bill
Use this page like a fast customer-service desk: choose the problem, use the official ABCWUA route, prepare the exact account details, and avoid wrong payments, missed turn-off deadlines, water-waste fines, and high-bill guesswork.
Quick Action Board
| What you need | Best official route | Prepare before clicking/calling | Important Albuquerque detail |
|---|---|---|---|
| Pay once without profile | Guest Pay | Water Authority account number, ZIP, payment method, bill amount. | Use Guest Pay for quick payment; sign in/create profile for recurring options. |
| Login / recurring payments | My Account portal | Email/password or account number if creating access. | HomeConnect/AMI customers can view usage under “View Water Usage.” |
| Pay by phone | Call 505-842-WATR, Option 2 | Account number, balance, payment method. | Option 2 is the official phone-payment route. |
| Billing, payment, general issue | Call 505-842-WATR, Option 0 | Account number, service address, notice, payment confirmation. | Call center handles billing, payments and general issues. |
| Water/sewer emergency | Call 505-842-WATR, Option 1 | Address, cross street, issue type, danger, 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, guaranteed funds, amount you can pay today. | Same-day restore requires action by 2:00 PM MT. |
| Water conservation / rebates | Call Option 4 or use Conservation & Rebates | Account number, receipt, installation address, product details. | Many rebates require application within 90 days of purchase. |
| Report water waste | Call Option 5 or use Report Water Waste | Address, date/time, photo/video if safe, what water is doing. | Warnings are issued before fines. |
Fast rule: if your water is already off, do not turn it back on yourself. ABCWUA says only authorized Water Authority personnel may restore service.
Official ABCWUA Contact Details
Customer Service
Phone: 505-842-9287 / 505-842-WATR
Email: webcustomerservice@abcwua.org
Billing/Payments: Option 0
Phone payment: Option 2
Customer Service Center
Address:
1441 Mission Ave. NE
Albuquerque, NM 87107
Walk-in lobby: Monday-Friday, 8:30 AM-4:30 PM
Mailing Addresses
General contact:
P.O. Box 568
Albuquerque, NM 87103-0568
Bill payment mail:
ABCWUA, P.O. Box 27226
Albuquerque, NM 87125
| Phone menu | Use for | Best question to ask |
|---|---|---|
| Option 0 | Billing, payments, general account issues. | “What is the exact amount and fastest route for my account today?” |
| Option 1 | Water/sewer emergencies, 24 hours a day. | “Is this a dispatch emergency, and do you need to turn water off?” |
| Option 2 | Make a payment over the phone. | “Can I pay now and get a confirmation number?” |
| Option 3 | Construction Services. | “Which permit, work order, or connection fee applies?” |
| Option 4 | Water Conservation and Rebates. | “Does this product/project qualify before I purchase or install?” |
| Option 5 | Report Water Waste. | “Can I report water flowing into street, storm drain, or neighboring property?” |
| Option 6 | Cockroach Control. | “Is this a sewer-related cockroach-control request?” |
| Option 7 | Report Water Authority vehicle operation concern. | “I need to report vehicle behavior at [location/time].” |
Pay Your ABCWUA Water, Sewer or Trash Bill
| Payment method | Official detail | Use when | Avoid this mistake |
|---|---|---|---|
| Guest Pay | One-time payment through official e-Bill Express link. | You need a quick online payment. | Do not use ad-looking bill-pay pages that are not official. |
| Sign In / Create Profile | More options including recurring payments. | You want saved access and bill/usage tools. | Use the correct account number and email. |
| Phone payment | Call 842-WATR (9287), select Option 2. | You want to pay by phone and get a confirmation. | Write down confirmation number before hanging up. |
| ABCWUA, P.O. Box 27226, Albuquerque NM 87125. | Normal bills with enough time before due date. | Do not mail near shutoff or restoration deadline. | |
| Curbside dropbox | 1441 Mission Ave NE or 5th & Marquette by City Hall downtown. | Check/money order drop-off. | Do not put cash in a dropbox. |
| Walk-in | Customer Service, 1441 Mission Ave NE; lobby 8:30 AM-4:30 PM, Monday-Friday. | In-person account help or payment issue. | Bring bill, account number, ID, notice, and proof of payment. |
| Western Union | ABCWUA says to call ahead before visiting because hours/availability can change. | Cash-payment alternative. | Confirm location accepts the payment before traveling. |
Water Off, Turn-Off Notice or Delinquency Letter
| Term | Official meaning | User action |
|---|---|---|
| Guaranteed funds | Cash, cashier’s/certified check, money order, debit card, or credit card. | Use guaranteed funds if water is off or same-day restore is needed. |
| Pay in full | One official option to keep water on or restore service. | Ask for today’s exact payoff amount. |
| Pay Plan | Official option for outstanding balance when eligible. | Ask how much is required today and when remaining balance is due. |
| Unauthorized turn-on | ABCWUA says the account receives a violation and fee if anyone else turns water on. | Wait for authorized personnel after completing official action. |
| Office visit | Customer Service office: 1441 Mission Ave NE, 8:30 AM-4:30 PM weekdays. | Bring notice, account number, ID, and guaranteed funds. |
Critical: same-day restoration depends on timing. Call Option 0 before paying if it is close to 2:00 PM MT or if the account is already off.
Water or Sewer Emergency: 24/7 Dispatch
Water emergency
Broken water main, active street leak, no water from public issue, emergency water turn-off.
Sewer emergency
Sewer overflow, sewer backup, wastewater issue, urgent sewer trouble.
| Problem | Say this first | What to collect safely |
|---|---|---|
| Broken water main | “Water is flowing/bubbling at [address/cross street]. It started at [time].” | Photos from safe distance, traffic risk, sinkhole/pavement damage. |
| Sewer overflow or backup | “Sewage is backing up/overflowing at [location]. I stopped using water.” | Fixture/location, whether neighbors affected, keep people/pets away. |
| Emergency water turn-off | “I need emergency water turn-off at [address] because [reason].” | Property access info, safety issue, plumber ETA if any. |
| No water | “No water at [address]. Neighbors [are/are not] affected.” | Check shutoff notice/non-payment before treating as system outage. |
| Bad smell / sewer odor | “Sewer odor at [location], indoor/outdoor, started [time].” | Do not open cleanouts or enter confined spaces. |
During repairs: ABCWUA says water service may be temporarily shut off while emergency repairs are made.
Understand the Bill, Meter and High Usage
Monthly bill includes
Water, sewer and—for most customers—curbside refuse collection billed on behalf of the City of Albuquerque.
Meter math
1 cubic foot = 7.48 gallons. 1 billing unit = 100 cubic feet = 748 gallons.
| Bill / meter item | Official detail | What user should do |
|---|---|---|
| Metered Usage box | ABCWUA reads complete units for billing; one unit equals 100 cubic feet / 748 gallons. | Compare this month to previous month before calling it a leak. |
| White dials | Meter readers only record the white dials with black letters for billing units. | Use meter photo if asking for help. |
| Leak detector triangle | Triangle rotates if water is passing through the meter. | If no water is being used and it turns, suspect a leak. |
| AMI meter | AMI customers can use My Account to see usage analytics. | Check daily/hourly usage before waiting for next bill. |
| HomeConnect | AMI-equipped customers can view hour-by-hour usage and spot unusual patterns. | Look for spikes from toilets, irrigation, evaporative coolers or ice makers. |
| Water-Fixed Monthly Charge | Recovers fixed service costs such as pump stations, reservoirs, transmission lines and wells. | Fixed costs appear even when usage is low. |
| Water-Commodity Charge | Represents unit cost of pumping, treating and delivering water. | This is the usage-sensitive part of the water bill. |
| Sewer-Fixed / Sewer-Commodity | Fixed sewer infrastructure and wastewater collection/treatment/disposal costs. | Ask about sewer charge separately if water usage caused a higher sewer line. |
| Facility Rehabilitation Charge | Funds repair or replacement of aging water and sewer lines. | Do not confuse it with a leak or penalty. |
High Bill Leak Test: Albuquerque-Specific Steps
1. Write reading
Write meter reading to two decimal places before the test.
2. Stop all water
No faucets, toilets, irrigation, ice makers or evaporative coolers during test.
3. Re-read later
After one hour or more, read meter again and record time.
4. Convert gallons
Difference × 7.48 = gallons used during test.
| Leak clue | Official meter logic | What to do next |
|---|---|---|
| Triangle turns while all water is off | Water is moving through the meter. | Check toilets, irrigation, evaporative cooler, ice maker, softener, outdoor hose. |
| Small leak calculation | ABCWUA example: 0.094 gallons/minute can equal over 4,128 gallons/month. | Fix small leaks quickly; they become large bill increases. |
| Irrigation spike | Measure sprinkler gallons per minute by timing a zone and comparing readings. | Check broken heads, stuck valves, timer resets, overspray. |
| AMI usage spike | HomeConnect lets equipped customers see hour-by-hour usage. | Match spikes to laundry, irrigation, toilet running, overnight usage. |
| Trash/refuse line high | Trash billing questions go to City or County solid waste numbers. | Do not ask ABCWUA billing to explain trash cart/rate issue only. |
Simple math: gallons per minute × 1,440 = gallons per day. Gallons per minute × 43,920 = estimated gallons per month.
Moving, Renting, Buying or Selling
Tenants / renters
- For prorated or final bill, contact owner, landlord or property manager.
- Contact them if you are not receiving a bill and want it mailed.
- You may set up bank draft from checking/savings account if allowed.
- Confirm whether bill is in owner name or tenant name.
Owners buying/selling
- Final bill for sold property should be prorated and paid through title company or negotiated with buyer.
- Owner of record can add/change mailing address.
- Owner of record can enroll in Budget Billing.
- Owner can request remove account from online payment site profile.
Meter / account changes
- Owner of record may request place/remove a meter.
- Construction Services: 505-842-WATR, Option 3.
- New construction fees may apply before work orders/permits release.
Low-Income Credit, Water Assistance Fund and Shutoff Help
Low Income Credit
For homeowners only.
Monthly utility credit up to $33.05 for water, wastewater and solid waste.
Must renew annually.
Water Assistance Fund
For homeowners or tenants who pay ABCWUA water/sewer bills.
One-time emergency help up to $200.
Requires a Water Authority turn-off notice issued/mailed.
| Program | Who can use it | Best next step |
|---|---|---|
| Low Income Credit Program | Low-income homeowners. | Contact The Storehouse or Rio Grande Food Project; renew annually. |
| Water Assistance Fund Grant | Low-income homeowners or tenants with upcoming service disconnection due to past-due balance. | Use only after a turn-off notice is issued/mailed; ask agency about proof needed. |
| Payment plan with ABCWUA | Customers with outstanding balance who need repayment option. | Call 505-842-WATR, Option 0 before shutoff. |
| Delinquency letter | Customers not yet in immediate shutoff danger. | Add extra payment if possible and call if balance is growing. |
Water Waste, Watering Rules and Variances
Water waste definition
Water waste includes water, other than natural precipitation, flowing or spraying into public right-of-way, storm drain, or adjacent private property.
Time-of-day rule
Spray irrigation between 11 AM and 7 PM from April 1 through October 31 is also considered water waste.
Before fines
Property owners receive at least one warning notice and an opportunity to correct the problem before receiving a fine.
| Issue | Official route | Prepare |
|---|---|---|
| Report water waste | Online report form or 505-842-WATR Option 5. | Address, date/time, description, photo/video if safe. |
| Problem with form | Call 505-842-WATR Option 5 or email waterwaste@abcwua.org. | Same information requested on reporting form. |
| Need temporary relief from fines | Water Waste Variance / Exemptions. | Proof you are correcting problem and need time. |
| Landscape / irrigation question | 505Outside or AskAnExpert@abcwua.org. | Photos, plant type, irrigation schedule, zone issue. |
Long-term goal: ABCWUA’s conservation plan sets a 110 gallons-per-capita-per-day goal by 2037 as part of the WATER 2120 long-term strategy.
Rebates That Actually Matter
Washing machine rebate
$100 rebate for most efficient washing machines with IWF 3.0 or less.
Apply within 90 days of purchase.
Irrigation efficiency
Residential: 25% or up to $100 for smart controllers, flow sensors and pressure regulators.
Commercial: 25% or up to $500.
Commercial CPR rebate
$10 per unit of water saved in 12 months; can cover 50% of project cost or up to $50,000, whichever is lower.
| Rebate | Key requirements | Timing / payout |
|---|---|---|
| Water Efficient Washing Machine | Current water-service customer; IWF 3.0 or less; paid-in-full itemized receipt; account number; washer stays at original address at least one year. | Apply within 90 days. Credit issued to service installation address within 1-2 billing cycles or up to 90 days. |
| Irrigation Efficiency | Current water-service customer; paid-in-full receipt; apply within 90 days; account number. | Credits issued to service installation address within 1-2 billing cycles or up to 90 days; eligible per fiscal year July 1-June 30. |
| Pressure regulating spray bodies | Part of irrigation efficiency rebate list. | $4 per qualifying body; no limit listed. |
| High-efficiency rotating nozzles | Part of irrigation efficiency rebate list. | $2 per qualifying nozzle; no limit listed. |
| Customized Performance Rebate | Commercial/industrial/institutional projects; pre-qualified; minimum 100,000 gallons annual savings; pre- and post-inspections. | Final credit based on savings after 12 monthly billing cycles. |
Builders, Permits, Maps and Construction Services
Work order fees
Engineering review fees can be based on 3.25% of infrastructure cost that becomes a Water Authority asset.
Pro Rata fees may also apply.
Connection permit fees
Small water services: $50 per service. Sanitary sewer services: $50 per service. Public hydrant/manhole/fire lines/large services: $150 per item.
| Construction need | Official contact / route | Best prep |
|---|---|---|
| Payment before work order | New Construction, 505-842-WATR Option 3. | Project address, work order, invoice, permit type, designer/contractor/property owner info. |
| Maps & Records | 505-289-3242 or 505-289-3248. | Address, legal description, project limits, requested records. |
| Requests for availability / connection permits | Utility Development Section / ABCWUA listed staff contacts. | Site plan, meter/service size, development scope, pressure/flow inquiry. |
| Village of Los Ranchos plats / City/County forms | Utility Development contacts listed by ABCWUA. | Jurisdiction, form type, DRC/DFT/CPC/EPC path. |
Water Quality and Annual Report
Annual report
ABCWUA posted its 2024 annual water quality report, with English and Spanish versions available.
EPA requirement
The report is the annual water quality / consumer confidence report required for public water systems.
When to call
Call customer service if you have a tap-specific issue, unusual color, odor, taste, or suspected system problem.
| Concern | What to check first | Useful details to provide |
|---|---|---|
| Cloudy water | One tap vs all taps; hot only vs cold only. | Address, time started, affected fixtures, photo in clear glass. |
| Odor | Drain odor vs tap water odor. | Does smell appear after flushing drain? Hot/cold? One room or whole home? |
| Discoloration | Nearby work, main repair, hydrant use, internal plumbing. | Time, duration, color, whether neighbors affected. |
| Boil/advisory concern | ABCWUA notices and emergency guidance. | Follow official notices, not social media rumors. |
Map, Visit Address and Payment Drop Points
| Location | Address / contact | Use for |
|---|---|---|
| Customer Service Center | 1441 Mission Ave. NE, Albuquerque, NM 87107 | Walk-in customer service, bill/payment help, dropbox, account questions. |
| Curbside dropbox | 1441 Mission Ave NE | Payment drop-off. Do not place cash in dropbox. |
| Downtown dropbox | 5th & Marquette, by City Hall downtown | Payment drop-off for customers downtown. |
| Executive / Administrative Offices | One Civic Plaza NW, Room 5027, Albuquerque, NM 87102; phone 505-289-3000 | Administrative/executive office, not the first route for billing. |
| Payment mailing address | ABCWUA, P.O. Box 27226, Albuquerque NM 87125 | Mail bill payment when not close to deadline. |
| General mailing address | P.O. Box 568, Albuquerque, NM 87103-0568 | General correspondence. |
Albuquerque Water Utility Authority FAQ
What is the Albuquerque Water Utility Authority phone number?
Call 505-842-9287, also written as 505-842-WATR. Use Option 0 for billing, payments and general issues; Option 1 for 24-hour water/sewer emergencies; Option 2 for phone payment.
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 Monday-Friday, 8:30 AM-4:30 PM.
How do I pay my ABCWUA bill online?
Use Guest Pay for one-time online payment or My Account to sign in/create a profile for more options including recurring payments.
Where do I mail an ABCWUA payment?
Mail bill payments to ABCWUA, P.O. Box 27226, Albuquerque NM 87125. Do not use mail for urgent turn-off or same-day restoration needs.
What option do I press for water or sewer emergency?
Call 505-842-WATR and select Option 1. ABCWUA’s Dispatch Center is available 24/7 for water and sewer emergencies and emergency water turn-offs.
What if my water is off for non-payment?
Do not turn it back on yourself. Call 505-842-WATR Option 0. ABCWUA says payment in full or a Pay Plan action must be completed by 2:00 PM MT to restore water service same day.
What is required if water is already off?
ABCWUA says an account with water off may require balance paid in full or 75% down in guaranteed funds plus a Pay Plan for the remaining balance in 30 days.
What does one unit mean on my ABCWUA bill?
One billing unit equals 100 cubic feet, which equals 748 gallons. One cubic foot equals 7.48 gallons.
How do I check if I have a leak?
Turn off all water use and watch the meter’s leak detector triangle. If it rotates while no water is being used, you may have a leak. You can also compare two meter readings and multiply the difference by 7.48 to estimate gallons.
Can ABCWUA help low-income customers?
Yes. The Low Income Credit Program offers a monthly utility credit up to $33.05 for qualifying homeowners, and the Water Assistance Fund can provide one-time emergency help up to $200 for eligible homeowners or tenants with a turn-off notice.
Who administers ABCWUA low-income help?
The Storehouse at 505-842-6491 and Rio Grande Food Project at 505-967-8983 administer listed low-income help programs.
What is considered water waste in Albuquerque?
Water flowing or spraying into public right-of-way, storm drain or adjacent private property is water waste. 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 Report Water Waste form, call 505-842-WATR Option 5, or email waterwaste@abcwua.org with the requested details.
Does ABCWUA offer rebates?
Yes. Rebates include washing machine rebates, irrigation efficiency rebates, tree/rainwater/xeriscape-related programs, and commercial customized performance rebates. Requirements and amounts vary by program.
Is this the official ABCWUA website?
No. This is an informational guide. Confirm live balance, payment deadlines, service status, fees, emergency instructions, and program eligibility through official ABCWUA sources.
30-Second ABCWUA Checklist
Paying: Guest Pay or My Account → verify account number → save confirmation → call Option 0 if near shutoff.
Water off: do not turn it on yourself → call Option 0 → pay in full or Pay Plan → complete action by 2:00 PM MT for same-day restore.
Emergency: call 505-842-WATR Option 1 for 24/7 water/sewer dispatch.
High bill: 1 unit = 748 gallons → check leak triangle → use HomeConnect if AMI → calculate gallons → document repairs.
Water waste/rebates: Option 5 for water waste; Option 4 for conservation and rebates.