Bernalillo Water Utility Authority Help Desk: Pay, Login, Call or Fix a Bill
The official utility is the Albuquerque Bernalillo County Water Utility Authority, often called ABCWUA or the Water Authority. Use this page to pay a bill, open My Account, call the right phone-menu option, report water or sewer emergencies, handle a turn-off notice, check usage, understand charges, and find the customer service map.
For live balance, payment confirmation, shutoff status, account access and service restoration, always use the official Water Authority portal or call 505-842-WATR / 505-842-9287.
Fast Answer Board
| Need | Official route | Prepare first | Do not miss |
|---|---|---|---|
| Pay without logging in | ABCWUA Guest Pay / Pay Now | 10-digit ABCWUA account number and 5-digit service ZIP code. | Guest Pay is best for one-time payment. Save the confirmation number. |
| Login / recurring payment | ABCWUA My Account / WA Portal | Online profile, account number, service address, email. | Portal supports more options, including recurring payments and bill images. |
| Pay by phone | 505-842-WATR / 505-842-9287, option 2 | Account number, amount, payment method. | Use phone pay if portal fails or you prefer IVR. |
| Billing / general help | 505-842-WATR, option 0 | Bill copy, account number, service address, receipt, notice date. | Option 0 handles billing, payments and general issues. |
| Water/sewer emergency | 505-842-WATR, option 1 | Address, cross street, issue type, safety risk, time started. | Dispatch is available 24 hours a day, 7 days a week. |
| Turn-off notice / water off | 505-842-WATR, option 0 after payment | Amount due, payment proof, guaranteed funds, pay plan readiness. | Same-day restoration action must be completed by 2:00 PM MT. |
| Trash bill question | City Solid Waste 505-761-8100 or Bernalillo County Solid Waste 505-224-1639 | Address, refuse charge, bill page. | ABCWUA bill may include curbside refuse collection for many customers. |
Most important: if water is off for non-payment, do not turn it back on yourself. ABCWUA says only authorized Water Authority personnel may turn water back on.
Official Phone, Address, Hours and Phone Menu
ABCWUA uses one main phone number with options. The phone menu matters because payment, emergency, construction, conservation and water-waste calls route differently.
Customer Service Center
1441 Mission Ave. NE
Albuquerque, NM 87107
Walk-in lobby: Monday-Friday, 8:30 a.m.-4:30 p.m.
Main phone
505-842-WATR
505-842-9287
Call center: Monday-Friday, 8:00 a.m.-5:00 p.m. for regular customer service.
Mailing addresses
Contact mail:
P.O. Box 568
Albuquerque, NM 87103-0568
Payment mail:
ABCWUA, P.O. Box 27226
Albuquerque, NM 87125
| Phone option | Use for | What to have ready |
|---|---|---|
| Option 0 | Call Center: billing, payments and general issues. | Account number, bill, service address, payment proof. |
| Option 1 | Water/sewer emergencies, 24 hours a day. | Exact location, backup/leak description, safety risk. |
| Option 2 | Make a payment over the phone. | Account number and payment method. |
| Option 3 | Construction Services. | Project address, permit/work-order question. |
| Option 4 | Water conservation and rebates. | Address, rebate/conservation question, leak/sprinkler issue. |
| Option 5 | Report water waste. | Address, best observation time, source of water if known. |
| Option 6 | Cockroach control. | Location and request details. |
| Option 7 | Concerns about Water Authority vehicle operation. | Vehicle details, location, time, concern. |
Bill Pay and Login: Best Method by Situation
My Account
Use for account profile, bill images, paperless email, usage and recurring payment options.
Bank draft
ABCWUA lists bank draft as a monthly full-bill debit from your bank account.
Useful for customers who do not want to miss monthly due dates.
| Payment method | Official detail | Best for | Common mistake |
|---|---|---|---|
| Guest Pay / Pay Now | ABCWUA E-Bill Express page asks for 10-digit account number and service ZIP code. | One-time payment without full portal setup. | Typing an old account number or wrong service ZIP code. |
| My Account / WA Portal | Sign in or create profile for more options, including recurring payments. | Long-term account management, bill images, HomeConnect usage. | Assuming Guest Pay gives all portal features. |
| By phone | Call 842-WATR / 505-842-9287 and select option 2. | Phone payment and confirmation. | Hanging up before recording the confirmation number. |
| By mail | ABCWUA, P.O. Box 27226, Albuquerque NM 87125. | Normal payments with enough time before due date. | Using mail when water is already off or near turn-off. |
| Curbside drop box | 1441 Mission Ave NE; 5th & Marquette by City Hall downtown. | After-hours check/money order drop. | Putting cash or no account info in drop box. |
| Walk-in | Customer Service, 1441 Mission Ave NE; lobby 8:30 a.m.-4:30 p.m. Monday-Friday. | In-person account/payment help. | Arriving after lobby hours. |
| Western Union | ABCWUA lists Western Union as a payment option and says to call ahead because hours and availability may change. | Customers who need a retail payment location. | Not confirming availability before visiting. |
Water Off, Turn-Off Notice or Delinquency Letter
This is where searchers need exact action, not paragraphs. ABCWUA separates “delinquency letter,” “turn-off notice,” and “water already off.”
Water already off
- Do not turn the water back on yourself.
- Call 505-842-WATR, option 0.
- Ask for repayment/restoration steps.
- Complete same-day request before 2:00 PM MT.
Turn-off notice
- Call option 0 immediately.
- Ask whether full payment or Pay Plan is available.
- Confirm guaranteed funds requirement.
- Save payment proof.
Delinquency letter
- You may not be in immediate turn-off danger.
- Reduce balance as soon as possible.
- Call option 0 if you cannot pay in full.
- Ask before the account becomes a turn-off notice.
| Status | Official rule / action | What to ask |
|---|---|---|
| Water off for non-payment | Balance paid in full, or 75% down in guaranteed funds plus Pay Plan for the remaining balance in 30 days. | “What exact amount and payment method restores service today?” |
| Same-day restoration | Action must be completed by 2:00 PM MT for same-day service restoration. | “After I pay, do I need to call again to confirm the turn-on request?” |
| Guaranteed funds | Cash, cashier’s/certified check, money order, debit card or credit card. | “Is my payment method considered guaranteed funds?” |
| Turn-off notice received | Call option 0 to discuss payment in full or Pay Plan. | “Is my account already scheduled for disconnection?” |
| Do-it-yourself turn-on | ABCWUA says only authorized Water Authority personnel may turn water back on. | “When will authorized personnel restore the service?” |
Do not skip the call: ABCWUA’s notice says if water service is turned off due to non-payment, make the payment and call Customer Service to notify them and confirm the turn-on request.
New Service, Renting, Buying, Selling and Title Payoff
ABCWUA is different from many utilities: it is property-based. The Water Authority says it bills the property, not the person, and does not start, stop or transfer service in the usual “move-in/move-out” way.
| Situation | What ABCWUA says | Best action |
|---|---|---|
| Tenant / renter | If renting and you need a prorated or final bill, contact the owner, landlord or property manager. | Ask landlord/property manager how the water bill is handled and whether bill copies can be mailed to you. |
| Property owner | Owner of record controls and is responsible for the water account. | Call option 0 to add/change mailing address, enroll in budget billing, remove online profile account or place/remove meter. |
| Buying/selling property | Final bill for sold property should be prorated and paid through title company or negotiated between buyer and seller. | Coordinate payoff through the title company before closing. |
| Property manager | With owner permission, property manager may add/change mailing addresses by calling option 0. | Have owner permission and property/account details ready. |
| Title company | Title companies may request bill and financial history / payoff balance. | Use ABCWUA’s title payoff instructions from the customer service page. |
Tenant tip: If you search “start Bernalillo water service” because you moved into a rental, the fastest route is usually your landlord/property manager first, then ABCWUA option 0 if bill-copy or account-mailing questions remain.
Understand Your ABCWUA Bill and Charges
Bill includes
Monthly Water Authority bills include water, sewer and, for most customers, curbside refuse collection billed on behalf of the City of Albuquerque.
Online bill image
Use Guest Pay with account number and ZIP code, or enroll in the WA Portal to view bill images for added accounts.
Paperless email
Enroll in the WA Portal and choose “Paperless by Email” under Bill Statement Delivery to receive bills by email and stop paper statements.
| Charge / bill item | What it means | Who to contact |
|---|---|---|
| Water fixed monthly charge | Recovers fixed service costs such as pump stations, reservoirs, transmission lines and wells. | ABCWUA Customer Service option 0. |
| Water commodity charge | Unit cost of pumping, treating and delivering the water commodity. | ABCWUA Customer Service option 0. |
| Water state surcharge | Pass-through state cost for water quality testing. | ABCWUA Customer Service option 0. |
| Sewer fixed monthly charge | Fixed cost of sewer service such as lift stations, odor control and interceptor lines. | ABCWUA Customer Service option 0. |
| Sewer commodity charge | Unit cost of collecting, treating and disposing of wastewater. | ABCWUA Customer Service option 0. |
| Facility rehabilitation charge | Funds repair or replacement of aging water and sewer lines. | ABCWUA Customer Service option 0. |
| Refuse / trash charge | Trash/refuse may appear on many bills. | City Solid Waste 505-761-8100 or Bernalillo County Solid Waste 505-224-1639. |
| Water waste / adjustments / extra carts | Additional charges may appear depending on account activity. | Use phone menu based on issue: option 0 billing, option 5 water waste, trash agency for refuse. |
High Bill, HomeConnect, Meter Reading and Leak Checks
ABCWUA gives enough detail to help customers troubleshoot before calling. This section turns that official detail into a checklist.
HomeConnect / AMI
If your meter has AMI, set up HomeConnect through My Account to see hour-by-hour usage, daily water use and possible leak patterns.
Meter math
One cubic foot equals 7.48 gallons. One billing unit equals 100 cubic feet, or 748 gallons.
Leak detector
The triangle on the meter is a leak detector. If no one is using water and it turns, there may be an undiscovered leak.
| Check | Official clue | What to do |
|---|---|---|
| AMI usage spike | HomeConnect can show close-to-real-time / hour-by-hour usage for AMI meters. | Look for overnight usage when nobody should be using water. |
| Meter test | Write down meter reading, use no water, then read again and multiply cubic feet by 7.48. | Use a 1-hour test when away from home; convert leak rate to gallons/day or month. |
| Winter usage | ABCWUA leak page says winter use is commonly low, often 2-8 units depending on household size. | If winter usage jumps, look for indoor leaks first. |
| Toilet | Common leak source: bad flapper, bad fill valve, loose chain, water motion or dye test result. | Use food coloring/dye in tank; if color moves to bowl, repair toilet hardware. |
| Irrigation | Valve boxes, backflow valves, distribution pipes, heads, bubblers and drip emitters can leak. | Run each zone, check wet spots, missing heads, broken emitters and controller programming. |
| Swamp cooler | Water may run off roof or through gutter; turning off fan does not stop a water leak. | Turn supply line off and check whether meter stops moving. |
| Main line | If main shutoff is off and meter still runs, leak may be between meter and shutoff valve. | Call a plumber if valves are hard to turn or leak location is unclear. |
| Need help finding leak | ABCWUA conservation hotline: 842-WATR option 4. | Call option 4 with usage history and meter test results. |
Water or Sewer Emergency: 24/7 Dispatch
Broken water main
Report location, water flow, street/cross street and safety risk. Water may be temporarily shut off while repairs are made.
Sewer overflow / backup
Report sewer overflows or backups immediately. Avoid contact with wastewater and stop using water if backup worsens.
| Problem | Call / report | What to say |
|---|---|---|
| Broken water main | 505-842-WATR option 1 | “Water is flowing/bubbling at [location]. It started around [time].” |
| Emergency water turn-off | 505-842-WATR option 1 | “I need emergency water turn-off at [address] because [reason].” |
| Sewer overflow | 505-842-WATR option 1 | “Sewer is overflowing at [address/cross street]. It is reaching [area].” |
| Sewer backup | 505-842-WATR option 1 | “Wastewater is backing up at [fixture/location]. Neighbors [are/are not] affected.” |
| Non-emergency account question | Option 0 during business hours | Use for billing, payments, account profile and notices, not active emergencies. |
Low-Income Credit and Water Assistance Fund
ABCWUA has two different help tracks: monthly credit for eligible homeowners and emergency bill help for homeowners or tenants with a turn-off notice.
Low Income Credit Program
- For low-income homeowners only.
- Monthly utility credit up to $33.05.
- Covers water, wastewater and solid waste.
- Must be renewed annually.
- Administered by The Storehouse and Rio Grande Food Project.
Water Assistance Fund Grants
- For low-income homeowners or tenants who pay ABCWUA water/sewer bills.
- One-time emergency help.
- Approved applications may receive up to $200 toward the bill.
- Requires an ABCWUA turn-off notice mailed or issued for upcoming disconnection.
- Administered by Rio Grande Food Project and The Storehouse.
| Agency | Phone | Use for |
|---|---|---|
| The Storehouse | 505-842-6491 | Low Income Credit Program and Water Assistance Fund grant administration. |
| Rio Grande Food Project | 505-967-8983 | Low Income Credit Program and Water Assistance Fund grant administration. |
| ABCWUA Customer Service | 505-842-WATR, option 0 | Account status, turn-off notice, Pay Plan and balance confirmation. |
Assistance tip: before calling an agency, have your ABCWUA account number, service address, turn-off notice, amount due, household information and contact details ready.
Water Waste, Rebates and Conservation Help
Report water waste
Water waste includes water that flows or sprays into a public right-of-way, municipal storm drain or adjacent private property.
Spray irrigation between 11 a.m. and 7 p.m. from April 1-Oct. 31 is also considered water waste.
Conservation / rebates
ABCWUA says it returns more than $1 million every year through rebates that help customers implement water-saving measures.
Call option 4 for conservation and rebates.
Water 2120
ABCWUA’s 100-year Water 2120 strategy focuses on optimizing existing supplies, conservation, aquifer storage and recovery, storm-water capture and wastewater reuse.
| Need | Official route | Useful detail |
|---|---|---|
| Report water waste | Water Waste Reporting or 505-842-WATR option 5. | Include address, best day/time to observe, and water source if known. |
| Need warning/fine info | Conservation & Water Waste Overview. | ABCWUA says property owners receive at least one warning notice and chance to correct before a fine. |
| Rebates | Rebates page or option 4. | Includes indoor and outdoor rebate categories. |
| Leaks you cannot find | Conservation hotline: 842-WATR option 4. | Call after checking meter, toilets, irrigation, swamp cooler and main line. |
| Landscape / irrigation questions | 505Outside.com. | Use for local Albuquerque-area watering, xeriscape and landscape guidance. |
Water Quality Report and Drinking Water Strategy
Annual water quality report
ABCWUA posted its 2024 annual water quality report as required by EPA, with English and Spanish versions available.
Water 2120 plan
Adopted as policy in 2016, Water 2120 is ABCWUA’s 100-year water resources management strategy.
Conservation target
The updated conservation plan sets a long-term usage goal of 110 gallons per capita per day by 2037.
Official water quality and planning links:
Builders, Construction, Maps and Records
This is not the main path for bill-pay users, but it helps builders, developers and property owners who land on this page looking for construction contacts.
| Need | Official contact route | Details from ABCWUA pages |
|---|---|---|
| Construction services | 505-842-WATR, option 3 | Use for new construction, work orders and connection-related routing. |
| Maps & Records | 505-289-3242 or 505-289-3248 | Use for map/records questions listed on ABCWUA pages. |
| Small water services | Construction Services / New Construction | ABCWUA lists $50 per service for small water services two-inch or smaller. |
| Sanitary sewer services | Construction Services / New Construction | ABCWUA lists $50 per sanitary sewer service. |
| Large services / fire lines / hydrant / manhole items | Construction Services / New Construction | ABCWUA lists $150 per item for public hydrant, public manhole, fire lines, AirVac pit and large water services / meter vaults three-inch or larger. |
ABCWUA Customer Service Map and Payment Locations
Use this map for the Customer Service Center at 1441 Mission Ave NE, Albuquerque, NM 87107.
| Location | Address / route | Use for |
|---|---|---|
| Customer Service Center | 1441 Mission Ave. NE, Albuquerque, NM 87107 | Walk-in customer service, payment, account help, curbside drop box. |
| Downtown curbside drop box | 5th & Marquette, by City Hall downtown | Curbside drop box payment option. |
| Payment mailing address | ABCWUA, P.O. Box 27226, Albuquerque NM 87125 | Mail bill payments when not urgent. |
| General mailing address | P.O. Box 568, Albuquerque, NM 87103-0568 | General Water Authority contact mail. |
| Builder / development office reference | Plaza Del Sol, 600 2nd Street NW, Suite 201, Albuquerque, NM 87102 | Development-related routing shown on ABCWUA pages for certain utility-development contacts. |
Bernalillo Water Utility Authority FAQ
What is the Bernalillo Water Utility Authority phone number?
The main ABCWUA phone number is 505-842-WATR, or 505-842-9287. Use option 0 for billing/customer service, option 1 for 24/7 water or sewer emergencies, and option 2 to make a phone payment.
What is the official name of Bernalillo Water Utility Authority?
The official utility is the Albuquerque Bernalillo County Water Utility Authority, commonly called ABCWUA or the Water Authority.
Where do I pay my ABCWUA bill online?
Use the official ABCWUA Pay Now / Guest Pay page at E-Bill Express or sign in to the ABCWUA My Account portal for more account options, including recurring payments.
What do I need for Guest Pay?
The E-Bill Express Pay Now page asks for a 10-digit ABCWUA account number and 5-digit service ZIP code.
How do I log in to ABCWUA My Account?
Use account.abcwua.org. The portal is linked from the official ABCWUA website as “My Account.”
Can I pay ABCWUA by phone?
Yes. Call 505-842-WATR / 505-842-9287 and select option 2 to make a payment over the phone.
Where do I mail an ABCWUA payment?
Mail payments to ABCWUA, P.O. Box 27226, Albuquerque NM 87125.
Where is the ABCWUA Customer Service Center?
The Customer Service Center is at 1441 Mission Ave. NE, Albuquerque, NM 87107.
What are ABCWUA lobby hours?
The walk-in lobby at 1441 Mission Ave NE is listed as open Monday through Friday, 8:30 a.m. to 4:30 p.m.
What number do I call for a water or sewer emergency?
Call 505-842-WATR / 505-842-9287, option 1. ABCWUA says the Dispatch Center is available 24 hours a day, 7 days a week for water and sewer emergencies and emergency water turn-offs.
What should I do if my water is off for non-payment?
Do not turn the water back on yourself. Call ABCWUA at 505-842-WATR option 0. ABCWUA says same-day service restoration action must be completed by 2:00 PM MT.
Does ABCWUA start or stop service when I move?
ABCWUA says it is a property-based utility and does not start, stop or transfer service in the usual customer-person sense. It bills the property, not the person. Tenants should contact the landlord or property manager for prorated/final bill questions.
How do I check my water usage?
If you have an AMI meter, set up HomeConnect through My Account to track hour-by-hour usage and possible leaks. You can also read your meter and convert cubic feet to gallons using 7.48 gallons per cubic foot.
What is one ABCWUA billing unit?
ABCWUA explains that one billing unit equals 100 cubic feet, or 748 gallons.
Who handles trash questions on an ABCWUA bill?
Questions about trash bills should go to the City Solid Waste Department at 505-761-8100 or Bernalillo County Solid Waste at 505-224-1639, depending on service location.
Is this the official ABCWUA website?
No. This is an informational guide. Confirm live balance, payment posting, notices, service restoration, rates and emergency instructions directly with official ABCWUA sources.
30-Second ABCWUA Checklist
Pay/login: Guest Pay for one-time payment; My Account for portal features, recurring payments, bill images and HomeConnect.
Phone: 505-842-WATR / 505-842-9287. Option 0 billing, option 1 emergency, option 2 phone payment, option 4 conservation, option 5 water waste.
Office: Customer Service Center, 1441 Mission Ave NE, Albuquerque, NM 87107. Lobby Monday-Friday, 8:30 a.m.-4:30 p.m.
Water off: do not turn it on yourself; call option 0 and complete same-day restoration action before 2:00 PM MT.
High bill: check HomeConnect, meter triangle, toilets, irrigation, swamp cooler, main shutoff and winter usage before calling.