Anchorage Water & Wastewater Help Desk: Pay, Call, Report or Fix a Service Problem
Use this page like a practical AWWU desk. Pick the problem, use the official route, prepare the correct proof, and avoid slow-payment, frozen-line, sewer-backup, high-bill, and emergency-routing mistakes.
Start Here: What Do You Need?
| User need | Official route | Have ready | Critical Anchorage detail |
|---|---|---|---|
| Pay bill / login | AWWU Pay/Login portal | Account number, service address, balance, payment method, confirmation email. | The portal offers My Account, sign-up, and Pay Now. Match account/address before paying. |
| Payment/billing help | 907-564-2700 or 866-650-2700 | Account number, service address, bill date, payment proof. | AWWU says account balance and payment info can be obtained by calling 907-564-2700. |
| Emergency water/sewer issue | 907-564-2762 | Exact address/cross street, issue type, time noticed, photos only if safe. | AWWU lists this as its 24-hour emergency phone number. |
| Start or stop service | Start / Stop Service | Valid driver’s license or state ID, service address, mailing address, lease/ownership proof if requested. | A Customer Service Representative may contact applicants within two business days. |
| Metered final read / discontinue | Call 907-564-2700 | Stop date, forwarding address, account number, service address. | AWWU says metered-service disconnects require calling Customer Service for a final meter read. |
| Water quality question | 907-751-2212 or CustomerService@awwu.biz | Address, hot/cold/all taps, color/odor/taste, time started, neighbors affected. | Use “Water Quality Report” in the email subject if asking about the CCR. |
| Paper water-quality report | 907-786-5636 | Mailing address and whether you need Anchorage or Girdwood report. | AWWU’s report page says printed copies can be requested by phone. |
| Call before digging | 811 / Alaska Digline 811 | Address, work area, project date, site-meet availability. | AWWU locate requests require scheduled site meet windows Monday-Friday, 9:30 AM-4:00 PM. |
Fast safety rule: for a water main break, sewer overflow, no-water emergency, or urgent after-hours utility problem, call 907-564-2762. Do not use email or routine forms for active emergencies.
Official AWWU Info Box
Office and mail
Office:
3000 Arctic Boulevard
Anchorage, AK 99503-3813
Mail:
AWWU, PO Box 196626
Anchorage, AK 99519-6626
Contact routes
Customer Service: 907-564-2700
Toll-free: 866-650-2700
Emergency: 907-564-2762
Email: CustomerService@awwu.biz
Fax: 907-562-0702
TTY/relay: 711 / Alaska Relay
Office hours
Regular: Monday-Friday, 8:30 AM-4:30 PM
Delayed opening: Wednesdays 9:00 AM
Who they serve: Anchorage, Eagle River, Chugiak, Peters Creek and Girdwood customers with water/sewer needs.
| AWWU area / topic | What it means | Best action |
|---|---|---|
| Water service | Drinking water, water bill, meter, pressure, water quality, main break, service line. | Use AWWU Customer Service or emergency route. |
| Wastewater / sewer service | Wastewater billing, sewer backup, sewer blockage, FOG/wipes, treatment/discharge. | Use AWWU for utility sewer questions and emergency route for urgent backups/overflows. |
| Single-family residence | AWWU says single-family residential accounts are normally unmetered and billed monthly at recurring service rates. | Use flat-rate table, not gallons usage, unless your service is metered. |
| Multi-family / commercial | Billed monthly based on metered commercial water and wastewater recurring service rates. | Use meter, usage, wastewater strength class and meter-size details. |
| RCA regulation | Water/wastewater tariffs and rate changes go through Regulatory Commission of Alaska approval. | Use official tariff/rates page for final rule details. |
Pay Your AWWU Bill Without Guessing
Pay Now
Use the Pay Now route from the official AWWU portal for one-time payment.
Confirm the account and address first.
Bank draft
AWWU’s FAQ says electronic bank transfer is available through a Bank Draft Agreement.
Confirm first-draft date before relying on it.
Phone / office
Use when payment is urgent, online login fails, or account status is unclear.
Start from the official AWWU portal
Use AWWU Pay/Login or the official AWWU site. Avoid generic “pay any bill” pages that are not linked by AWWU.
Match the account
Check account number, service address, name, current amount, previous balance, and whether the bill includes water, wastewater, deposits, late fees, or special assessments.
Do not rely on slow payment near shutoff
If the account is past due, at risk of disconnection, or already disconnected, call Customer Service before using bank bill pay, mail, or any payment method with delayed posting.
Save proof
Keep payment confirmation number, screenshot/email receipt, date/time, amount, payment method, last four digits, and any staff instructions.
| Payment / account method | Best for | Ask / verify first | Proof to save |
|---|---|---|---|
| My Account login | Routine bill, history, notifications, online payments. | Correct email, password, service address, current balance. | Receipt screenshot and confirmation number. |
| Pay Now | One-time payment. | Account number and address match. | Payment confirmation and date/time. |
| Phone payment / account help | Urgent account status, portal issue, duplicate charge, shutoff question. | Use 907-564-2700 or 866-650-2700. | Agent name, time, instructions. |
| Bank draft | Long-term autopay. | Enrollment date, first draft date, whether old balance is included. | Bank Draft Agreement copy and confirmation. |
| Routine non-urgent payment. | Use official mailing/payment instructions on current bill. | Check image, mailing proof if needed. | |
| Office visit | Document/account help, complex move/service problem. | Office hours and weather/holiday delays. | Printed receipt and staff notes. |
Past-Due Bill, Deposit, Shutoff or Payment Arrangement
Missed bill warning
AWWU says failure to receive a monthly bill does not remove the obligation to pay and does not prevent discontinuance for non-payment.
Deposits
Service deposits may be required at application or later when payment history is unsatisfactory. The deposit may equal two times the estimated average monthly bill.
Life Support Alert
AWWU lists a Life Support Alert Program that may extend time to correct payment delinquency when eligibility is confirmed by a medical professional.
| Situation | Call / ask | Have ready |
|---|---|---|
| Past due but service active | “What exact amount protects service today?” | Notice, account number, amount you can pay. |
| Disconnection notice | “Which payment method posts in time, and do I need to call back?” | Deadline, payment method, confirmation number. |
| Already disconnected | “What full amount and steps are required to restore service?” | Balance, deposit, service address, access details. |
| Deposit required | “What deposit amount applies and when can it be refunded?” | Payment history, account type, application details. |
| Medical/life-support concern | “How do I submit the Life Support Alert form?” | Form completed by medical professional; account/service address. |
2026 AWWU Rates: What Most Customers Need to Know
AWWU’s 2026 rate page says single-family residential accounts are billed monthly using unmetered recurring water and wastewater rates. Multi-family residential and commercial accounts use metered rates.
Single-family water
$68.74/month
Total monthly water charge shown on AWWU rate page.
Single-family wastewater
$60.61/month
Total monthly wastewater charge shown on AWWU rate page.
RCC
0.569%
Regulatory Cost Charge, effective July 1, 2026.
Rate change basis
Interim & refundable
Effective Feb. 13, 2026.
| 2026 rate item | Water | Wastewater | Why it matters |
|---|---|---|---|
| Single-family residential customer charge | $11.68 | $11.51 | Base customer charge for unmetered single-family accounts. |
| Single-family residential usage charge | $54.98 | $48.75 | Flat recurring monthly usage component for unmetered single-family. |
| Fire protection charge | $1.69 | Not applicable | Water-only charge for fire protection facilities/flow requirements. |
| RCC | $0.39 | $0.35 | Regulatory Cost Charge applied to customer billings. |
| PRISM | $0.00 | $0.00 | Capital-cost recovery surcharge shown as zero on this schedule. |
| Total monthly charges | $68.74 | $60.61 | Fast monthly reference for single-family customers. |
| Multi-family usage per 1,000 gallons | $6.32 | $7.63 | Buildings with four or more units. |
| Commercial usage per 1,000 gallons | $7.66 | $6.71 low / $8.91 medium / $10.40 high | Wastewater strength affects commercial sewer usage rate. |
Rate note: AWWU says water rates reflect a 5.50% increase for all water customers and wastewater rates reflect a 3.25% increase for all sewer customers, granted by the RCA on an interim and refundable basis effective February 13, 2026.
Official rate links:
Start, Stop or Transfer AWWU Service
Residential start service
- Valid driver’s license or state-issued ID.
- Service location address.
- Mailing address.
- Lease/rental agreement or proof of ownership may be required.
- AWWU may need up to one workday before service can be turned on.
Commercial start service
- Business/property service address.
- Active business license if conducting business in Alaska.
- Lease/rental agreement or ownership proof may be required.
- Customer Service Representative may contact you within two business days.
Discontinue service
- Provide account details.
- Provide forwarding mailing address.
- Future disconnect date only.
- Metered service: call 907-564-2700 for final meter read.
- Cancel bank draft/autopay if needed.
| Form / service | Use when… | Practical note |
|---|---|---|
| Residential Application | Single-family, duplex/triplex, four-plex or multi-unit residential account. | Have ID, service address, mailing address and lease/ownership proof ready. |
| Commercial Application | Business, nonprofit, HOA, LLC, corporation or similar account. | Business license may be needed if operating in Alaska. |
| Agent/Broker Application | Temporary service for real estate agents, brokers or foreclosure specialists. | Signed authorization or contract may be required. |
| Septage / Liquid Waste Hauler | Commercial operators discharging liquid waste into public sewer system. | Allow two business days for processing; deposit may be required. |
| Automatic Landlord / Property Manager Agreement | Continuous landlord/property manager service between tenants. | Useful for rentals to avoid service gaps. |
| Life Support Alert Program | Payment delinquency where water service supports life-support systems/equipment. | Medical professional completes eligibility form; diagnosis not required. |
Official service links:
No Water, Sewer Backup, Main Break or Emergency
24-hour emergency
Use for urgent water or sewer problems that cannot wait for office hours.
Business-hours customer service
Use for bills, account balance, service start/stop, deposits, and billing issues.
Winter / frozen service risk
No water during cold weather can be a frozen service line, private-side plumbing, shutoff/keybox issue, or utility-side problem. Call if unsure.
| Problem | Call / route | Say this first | Safety note |
|---|---|---|---|
| Water main break / street leak | 907-564-2762 | “Water is flowing at [street/cross street]. It started [time].” | Stay away from washouts, ice, traffic, and unstable ground. |
| No water | Emergency if urgent; otherwise Customer Service. | “No water at [address]. Neighbors [are/are not] affected.” | During winter, mention temperature, heating status, and possible frozen service. |
| Sewer backup / overflow | 907-564-2762 | “Wastewater is backing up at [fixture/location].” | Avoid contact; keep children and pets away. |
| Water quality concern | 907-751-2212 or Customer Service. | “Issue affects [hot/cold/all taps] at [address] since [time].” | Follow official notices if boil-water or emergency guidance is issued. |
| Frozen line / keybox turnoff | Call 907-564-2700 or emergency route if urgent. | “I may have a frozen service line/keybox issue at [address].” | Protect heat and plumbing; consult a plumber for private-side issues. |
| Emergency disinfection need | Use official emergency drinking-water guidance. | “Is there a boil/disinfection order for my address?” | AWWU FAQ says vigorous boiling for one minute makes water safe to drink in emergency treatment guidance. |
Anchorage Winter Water Problems: Frozen Lines, Keybox and Shutoff Valve
Inside shutoff valve
AWWU says the inside shutoff valve is where the water service line enters the building, typically about three feet above the floor. It may also be near the water heater, garage, mechanical room or basement.
Owner responsibility
AWWU maintains water service mains and repairs from the water main to the property line. Homeowners are responsible from the property line to the house, including the inside shutoff valve.
Broken private line clue
If AWWU turns off the keybox and the water stops, AWWU says that indicates a break in the homeowner’s service lines and is the homeowner’s responsibility to repair.
| Winter / line question | Official-useful detail | What to do |
|---|---|---|
| Leave home unattended? | AWWU notes risks when heat is turned down to 50°F or colder; pipe areas may be colder than thermostat area. | Ask a plumber about your setup; consider weekly checks if water/heat remain on. |
| Turn off inside valves? | AWWU says only if you do not have a boiler that needs make-up water. | Confirm heating system type before shutting water off. |
| AWWU turns off service line? | AWWU says open faucets/showerheads to relieve pressure if AWWU turns off service line. | This allows some expansion if lines freeze. |
| Thaw wire | A thaw wire may protrude from ground with the keybox or be in another property area. | If you cannot find it, call 907-564-2700 to discuss options. |
| Average water temperature | AWWU FAQ lists winter water at 41°F and summer water at 46°F. | Cold tap water is normal; no-water is not. |
| Emergency water treatment | AWWU FAQ says vigorous boiling for one minute kills disease-causing microorganisms. | Follow official advisory instructions if a notice is issued. |
Alaska-specific tip: do not treat no-water in winter as only a billing problem. Mention frozen service line, heat status, thaw wire, neighbor status, and whether water is off at all fixtures.
High Bill, Leak, Meter Read or Wastewater Charge
Meter movement test
AWWU’s FAQ says if the meter dial is moving while you are not using water, it is possible you have a leak.
Private-side leak checks
- Toilet flapper / fill valve.
- Water heater or boiler make-up water.
- Water softener or treatment system.
- Humidifier, crawlspace, basement or garage line.
- Outdoor hose or freeze-damaged pipe.
Bill-read clues
- Actual vs estimated read.
- Unmetered vs metered account.
- Water vs wastewater line item.
- Deposits, RCC, fire protection, PRISM.
- Meter-charge and meter-size items for metered accounts.
| Check | Official/useful detail | Proof to collect |
|---|---|---|
| Estimated bill | AWWU says estimates can happen when meter/remote device is inoperable, inaccessible, or adverse weather prevents a meter read. | Current meter photo if safe, access notes, bill copy. |
| Metered vs unmetered | Single-family residences are normally unmetered; multi-family/commercial are metered. | Account class from bill. |
| Meter dial movement | If meter dial moves while no water is in use, suspect leak. | Date/time, fixture-off test, photo/video if safe. |
| Property-line responsibility | Homeowner is responsible from property line to house; AWWU handles main to property line. | Location of leak, keybox result, plumber/contractor note. |
| Winter freeze damage | Freeze/thaw can reveal broken private lines, boiler makeup problems, or service-line issues. | Weather timeline, heat setting, repair receipt. |
| Wastewater strength / commercial | Commercial wastewater usage rate depends on low, medium or high wastewater strength. | Business type, wastewater class, meter data. |
Water Quality, CCR, Sources, Fluoride and Lead
2025 CCR / 2026 publication
The 2025 Consumer Confidence Report for publication in 2026 lists PWS# AK2210906 and says AWWU water met state and federal drinking-water standards for 2025.
Water quality contact
Water Quality Section: 907-751-2212
Email: CustomerService@awwu.biz with “Water Quality Report” in the subject.
Paper report
Request a written report by mail at 907-786-5636.
Reports are available for Anchorage and Girdwood.
| Water-quality topic | Official-useful detail | Action |
|---|---|---|
| Where water comes from | Anchorage system source waters include Eklutna Lake, Ship Creek and six active wells in the Anchorage Bowl. | Use the CCR for system-specific data. |
| Main source | AWWU water-quality page says Eklutna Lake provides almost 90% of the Municipality of Anchorage’s water. | Check whether your area is Anchorage, Eagle River or Girdwood. |
| Testing | AWWU says more than 3,000 water samples are collected/tested annually; the CCR says samples are collected from sources, homes and distribution points. | Call Water Quality Section for specific concerns. |
| Treatment | Water is treated by filtration and disinfection. Eklutna and Ship Creek plants use treatment steps that remove glacial particulate matter, then disinfect. | Use CCR/treatment pages for details. |
| Fluoride | AWWU says fluoride is added at a level not exceeding the nationally recognized 0.7 mg/L recommendation at Eklutna and Ship Creek plants and Girdwood wells. | Review CCR or call AWWU if you need current values. |
| Crypto/Giardia | AWWU says no viable indication of either pathogen has been detected in treated drinking water. | Immunocompromised users should consult healthcare guidance and CCR precautions. |
| Lead service lines | CCR says there are no known lead service lines in the Municipality of Anchorage Water System, but unknown-composition lines have been identified. | Use AWWU lead inventory/survey or call 907-751-2212. |
| Lead testing contact | CCR lists 907-751-2212 or paul.smith@awwu.biz for lead testing concerns. | Flush pipes, use cold water, and use certified filter if needed. |
Official water-quality links:
Wastewater, Sewer Backup, FOG and Treatment Context
Three systems
AWWU’s overview says sewage is collected, treated and discharged through three distinct collection systems: Anchorage Bowl, Eagle River and Girdwood.
Anchorage Bowl treatment
Wastewater from the Anchorage Bowl, including JBER, is treated at the John M. Asplund Wastewater Treatment Facility at Point Woronzof before discharge to Cook Inlet.
FOG and wipes
Fats, oils, grease, wipes, medications and improper drain disposal can contribute to sewer blockages and treatment problems.
| Issue | Best route | Action |
|---|---|---|
| Sewer backup now | Call 907-564-2762. | Stop using water fixtures if possible; avoid contact with wastewater. |
| Recurring slow drains | Plumber + AWWU if utility-side issue suspected. | Document affected fixtures and plumber findings. |
| FOG disposal | Use AWWU Fats/Oil/Grease guidance. | Cool, contain and trash grease; do not pour down drains. |
| Commercial discharge | AWWU industrial/septage permit pages. | Check permit/hauler requirements. |
| Wastewater charge question | Customer Service at 907-564-2700. | Ask whether account is flat-rate or metered and how sewer is calculated. |
Official wastewater links:
Need Help Paying an AWWU Bill?
Call AWWU first
- Ask exact amount due today.
- Ask payment arrangement options.
- Ask deposit/disconnection status.
- Ask if Life Support Alert applies.
Coins Can Count
AWWU’s voluntary Coins Can Count program helps community members facing financial crisis who cannot pay water and/or wastewater bills.
Anchorage Health Department
AWWU says AHD determines eligibility for Coins Can Count assistance.
Call: 907-343-7770
| Assistance route | Who / what it helps | Prepare |
|---|---|---|
| AWWU payment arrangement | Past due, shutoff risk, deposit, account hardship. | Bill, notice, account number, income timing, amount you can pay today. |
| Coins Can Count | Single-family residential AWWU customers facing financial crisis. | Call AHD at 907-343-7770 for eligibility/application process. |
| Coins Can Count limits | Funds may only pay water/wastewater bills in AWWU service area. | Sewer-only customers are not eligible. |
| Life Support Alert Program | May extend time to correct payment delinquency when a person depends on water for life-support systems/equipment. | Medical professional form; diagnosis not required. |
| 2-1-1 / local help | Local nonprofit, emergency, housing and utility referrals. | ZIP code, shutoff notice, ID, bill and household information. |
Official assistance links:
Before Digging: Alaska 811 and AWWU Site Meet Rules
Call 811
Call 811 or use Alaska Digline 811.
Timing
AWWU says call 811 at least 2 business days before starting a digging project.
AWWU site meet
All AWWU locate requests require a scheduled site meet. Site meetings must be arranged in advance.
| Digging project | Use 811? | AWWU-specific note |
|---|---|---|
| Fence, deck, tree, landscaping, trenching, driveway or posts | Yes | Call before each project, even if small. |
| Water/sewer service line repair | Yes | Ask about permits, inspection and line responsibility. |
| AWWU locate request | Yes | Site meet window: Monday-Friday, 9:30 AM-4:00 PM. No weekends/holidays. |
| Private-side line work | Yes, plus private/plumber guidance may be needed. | Confirm where AWWU responsibility ends and property-owner responsibility begins. |
Damage-prevention note: 811 is free and helps prevent injury, utility damage, service disruptions, fines and repair costs. Build your schedule around the required advance notice and AWWU site-meet window.
Map: AWWU Office and Customer Service
| Location / route | Details | Use for |
|---|---|---|
| AWWU office | 3000 Arctic Boulevard, Anchorage, AK 99503-3813 | In-person customer service during office hours. |
| AWWU mail | PO Box 196626, Anchorage, AK 99519-6626 | Official mail correspondence. |
| Customer Service | 907-564-2700 / 866-650-2700 | Billing, payment, start/stop, account, balance and service questions. |
| 24-hour emergency | 907-564-2762 | Water/sewer emergency, no-water, main break, sewer backup or urgent issue. |
| Water Quality Section | 907-751-2212 | CCR, water quality concerns, lead/testing questions. |
| Alaska Digline 811 | 811 | Locate request before digging or water/sewer line work. |
Anchorage Water and Wastewater Utility FAQ
What is the AWWU customer service phone number?
Call 907-564-2700 or toll-free 866-650-2700 for billing, payment, start/stop service, account balance, meter requirements and routine service questions.
What is the AWWU 24-hour emergency number?
AWWU lists its 24-hour emergency phone number as 907-564-2762. Use it for urgent water or sewer emergencies, not routine billing questions.
Where is the AWWU office?
AWWU’s office is at 3000 Arctic Boulevard, Anchorage, Alaska 99503-3813. Regular office hours are Monday-Friday, 8:30 AM-4:30 PM, with Wednesday delayed opening at 9:00 AM.
How do I pay my Anchorage Water and Wastewater Utility bill online?
Use the official AWWU Pay/Login portal at awwuaccount.idoxs.net. It provides My Account, sign-up and Pay Now routes. Match your account number and service address before paying.
How do I get my AWWU account balance?
AWWU’s billing FAQ says to call 907-564-2700 for account balance and payment information.
Does AWWU offer bank draft?
Yes. AWWU’s FAQ says electronic bank transfer is available by printing, completing and submitting the Bank Draft Agreement to Customer Service.
What happens if I do not receive a bill?
AWWU says failure to receive a monthly bill does not remove the obligation to pay and does not prevent service from being discontinued for non-payment.
How much is the 2026 single-family water charge?
AWWU’s 2026 rates page lists single-family residential total monthly water charges at $68.74 and wastewater total monthly charges at $60.61.
Are single-family homes metered by AWWU?
AWWU says single-family residential accounts are billed monthly based on unmetered residential recurring service rates, and the Utility does not provide metered service to residences with only one dwelling unit.
How do I start AWWU service?
Use the Start/Stop Service page. Have a valid driver’s license or state-issued ID, service location address and mailing address ready. Lease or ownership proof may be required.
How do I discontinue AWWU service?
Submit a disconnect request for non-metered service, or call 907-564-2700 if you have metered service and need a final meter read. Provide a future disconnect date and forwarding address.
Who is responsible for the water line to my house?
AWWU says it maintains water service mains and is responsible from the water main to the property line. Homeowners are responsible from the property line to the house, including the inside shutoff valve. The exception is the water meter, which is owned and maintained by the Utility.
Where does Anchorage drinking water come from?
AWWU sources include Eklutna Lake, Ship Creek and active wells. AWWU says Eklutna Lake provides almost 90% of the Municipality of Anchorage’s water.
Who do I call for water-quality questions?
Call AWWU’s Water Quality Section at 907-751-2212, email CustomerService@awwu.biz with “Water Quality Report” in the subject, or request a paper report by calling 907-786-5636.
Does Anchorage have known lead service lines?
The 2025 CCR says there are no known lead service lines in the Municipality of Anchorage Water System, but lines of unknown composition have been identified. For testing concerns, call 907-751-2212.
Who can apply for Coins Can Count assistance?
AWWU says only single-family residential customers may apply, AHD determines eligibility, funds may only pay water/wastewater bills in the AWWU service area, and sewer-only customers are not eligible. Call 907-343-7770 for eligibility details.
Who do I call before digging?
Call 811 at least 2 business days before digging. AWWU locate requests require a scheduled site meet Monday-Friday between 9:30 AM and 4:00 PM.
Is this the official AWWU website?
No. This is an informational guide. Confirm live balances, deadlines, fees, emergency notices, service rules and account-specific instructions with official AWWU sources or your latest bill.
30-Second AWWU Checklist
Paying: use AWWU Pay/Login; save confirmation proof; call first if there is disconnection risk.
Emergency: call 907-564-2762 for urgent water or sewer issues.
Customer service: 907-564-2700 / 866-650-2700, office at 3000 Arctic Boulevard.
Rates: 2026 single-family total monthly charges: water $68.74, wastewater $60.61.
Winter/no water: mention frozen service risk, heat status, thaw wire, keybox and neighbor status.
Water quality: 2025 CCR / 2026 publication; Water Quality Section 907-751-2212; paper copy 907-786-5636.
Digging: call 811 at least 2 business days before digging; AWWU locate requires a scheduled site meet.