Kingsport Water Utility Help Desk: Pay, Log In, Call or Report a Problem
Use this page like a quick utility counter. Pick the issue, use the official City of Kingsport route, and prepare the exact details before paying, calling, moving service or reporting a water, sewer or stormwater problem.
Kingsport Utility Action Board
| Need | Official action | Have ready | Important detail |
|---|---|---|---|
| Pay online / log in | Open Kingsport Pay Bill page | Utility account number, service address, payment method, email. | New CIS portal is live. Bank draft / AutoPay users must re-enroll through the new portal. |
| Pay by phone | 423-343-9860 | Account number and payment method. | City lists this as the 24/7 automated payment phone and Customer Service line. |
| Pay in person | Customer Service, 415 Broad St., Suite 121, Kingsport, TN 37660. | Bill, ID if needed, account number, payment method. | Office hours: Monday-Friday, 8:00 AM-5:00 PM, closed major holidays. |
| Start water/sewer service | Application for Water Service | Service address, start date, contact info, billing details. | Online setup uses the Customer Portal. Questions: 423-343-9860. |
| Report water/sewer/stormwater emergency | Business hours: 423-229-9416. After hours: 423-246-9111. | Exact location, issue type, time started, safety risk. | Use emergency numbers for immediate water, sewer or stormwater problems. |
| Report non-emergency issue | Use ConnectKingsport app or online portal. | Address/GPS location, photos/video, issue category. | Use for non-emergency leaks, potholes, drainage, damaged signs and similar service requests. |
Fast warning: If you received a cutoff or service notice, call 423-343-9860 before choosing a slow method. Ask which payment route posts fast enough to protect service.
Official Kingsport Customer Service Details
Customer Service
City of Kingsport Customer Service
415 Broad Street, Suite 121
Kingsport, TN 37660
Phone: 423-343-9860
Email: customerservice@kingsporttn.gov
Hours & bill cycle
Hours: Monday-Friday, 8:00 AM-5:00 PM.
City says all meters are read and billed monthly. Bills are processed five times per month based on location, so due dates vary by area.
Service context
Kingsport serves inside-city and outside-city utility customers. Rates differ for inside-city and outside-city accounts.
The water source is the South Fork of the Holston River.
Official pages:
Bill Pay & Login: Choose the Right Route
AutoPay
Enroll in AutoPay through the new Customer Portal.
Old bank draft / AutoPay users must re-enroll.
App
Kingsport Utilities app supports bill images, payments, service requests, records updates and communications.
| Payment method | Official detail | Best for | Watch out |
|---|---|---|---|
| Online portal | City lists Visa, Mastercard, Discover, American Express, checking/savings, PayPal, PayPal Credit, Venmo, Apple Pay and Google Pay. | Fast account access, bill image viewing, payments and service requests. | Use the official Kingsport bill-pay page, not ad results or third-party bill sites. |
| Kingsport Utilities app | Free app lets customers view recent bill images, make payments, create/track service requests and more. | Mobile payments and tracking requests. | Use official app links from Kingsport’s payment page or app stores. |
| Retail cash pay | App can generate a barcode for CVS, Walgreens and Dollar General locations. | Cash-paying customers. | $2.95 transaction fee applies. |
| Walmart Bill Pay | Visit Walmart Money Center or financial service desk; provide utility account number and amount. | Cash, debit or UCards customers. | $2.95 transaction fee applies. |
| City Hall | 415 Broad St., Monday-Friday, 8:00 AM-5:00 PM. | In-person support or same-building questions. | Closed major holidays. |
| 24/7 kiosk | Self-service kiosk at 415 Broad St., Drive-thru Lane 1, accessible from New St. | After-hours self-service payment. | Keep receipt/confirmation. |
| Drop box | Located at 415 Broad St., Drive-thru Lane 2, accessible from New St. | After-hours check/money-order drop. | Do not use for emergencies or if posting time matters today. |
| City of Kingsport, P.O. Box 880, Kingsport, TN 37662. | Normal bills with enough mailing time. | Too slow for cutoff notices. |
Grace AI: What It Can Do by Phone
Check balance
Grace AI can access your water/utility account over the phone and help check account information.
Make payment
Use the automated system at 423-343-9860 for secure payments.
Payment plan / updates
The City describes Grace AI as able to arrange a payment plan and update account information.
Best use: use Grace AI for balance, payment, payment plan, account updates and basic city questions. For active water/sewer/stormwater emergencies, use the emergency numbers below.
Emergency, Leak, Low Pressure, Sewer or Stormwater
Business hours emergency
Water, sewer or stormwater:
423-229-9416
Use Monday-Friday, 8 AM-5 PM, for immediate water/sewer/stormwater emergencies.
After hours emergency
After hours:
423-246-9111
Use for urgent water, sewer or stormwater issues outside normal hours.
Non-emergency report
Use ConnectKingsport app or portal for non-emergency reports with GPS, photos/video and status tracking.
| Problem | Call / route | Say this |
|---|---|---|
| Broken water main, street leak, low pressure | Customer Service 423-343-9860 or ConnectKingsport for non-emergency; emergency line if urgent. | “Water is leaking / pressure is low at [location]. It started around [time].” |
| Water leak in street or at meter | 423-343-9860 or ConnectKingsport app. | Give address, nearest cross street, photos if safe and whether water is flowing. |
| Sewer spill or suspected overflow | 423-229-9454 | “I see/suspect sewage overflow at [location].” |
| Drainage, sinkhole, stormwater problem | Water Services 423-229-9454 or WSEngineers@KingsportTN.gov. | Give property location, photos, rain timing and whether public right-of-way is affected. |
| Illegal discharge into storm drain | Report to 423-229-9454 or ConnectKingsport. | Describe material, location, direction of flow, vehicle/business if visible. |
| Suspicious activity at water facility | 423-246-9111 or 423-229-9452. | Do not approach. Report treatment plants, tanks, pumping stations, hydrants or other facilities. |
Safety first: for sewage backup or stormwater hazards, keep children and pets away, avoid contact with wastewater, and document only when safe.
Start, Stop, Transfer or Re-Establish Water/Sewer Service
Start service
- Open the official Application for Water Service page.
- Use the Customer Portal to start service.
- Prepare service address and move-in date.
- Call 423-343-9860 if portal setup fails.
Stop or move service
- Service address.
- Stop / transfer date.
- Forwarding address.
- Final bill question.
- AutoPay cancellation or re-enrollment.
Re-establish service
- Call Customer Service.
- Ask exact amount due.
- Ask fastest acceptable payment method.
- Ask timing and access requirements.
- Save confirmation number.
2026 Kingsport Water & Sewer Rates Users Actually Search
How billing works: all meters are read and billed monthly. Bills are processed five times per month based on location, so different areas receive bills and due dates at different times.
| Rate item | Inside City | Outside City | User note |
|---|---|---|---|
| Water base charge — 5/8 inch meter | $10.72/month | $21.45/month | Common residential meter size; verify your bill/meter size. |
| Water base charge — 1 inch meter | $19.08/month | $38.16/month | Often larger residential/small commercial accounts. |
| Water usage — 0 to 70,000 gallons | $2.87 per 1,000 gallons | $5.75 per 1,000 gallons | Inside/outside city rate difference matters. |
| Water usage — over 70,000 gallons | $2.53 per 1,000 gallons | $5.05 per 1,000 gallons | High-use threshold. |
| Sewer base charge | $10.03/month | $15.08/month | Applies where sewer service is billed. |
| Sewer usage | $11.02 per 1,000 gallons | $16.52 per 1,000 gallons | All usage over 1,000 gallons. |
High Bill, Meter Read or Usage Jump
Meter read question
Ask whether the reading was actual, estimated, corrected or tied to a service request.
Leak check
Check toilets, faucets, outside spigots, irrigation, water heater, humidifier line and softener cycle.
Bill cycle
Kingsport bills monthly, but bill dates/due dates vary by location because bills are processed five times per month.
| Question in user’s mind | What to check | What to ask Customer Service |
|---|---|---|
| “Why did my bill jump?” | Billing days, usage, leak signs, guests, irrigation, pool filling, outside spigots. | “Was the read actual and can you compare my last 3 billing cycles?” |
| “Is my meter wrong?” | Meter photo, current read, whether all water is off and meter is moving. | “Can Reading & Services review this account or check a work request?” |
| “Can I get adjustment?” | Leak repair proof, plumber invoice, photos, fixed date. | “Is there a leak review or adjustment process and what proof is required?” |
| “Is sewer based on water?” | Usage over 1,000 gallons and inside/outside status. | “How is sewer usage calculated on this account?” |
Water Quality, Source Water, Lead Lines & Backflow
Water source
Kingsport drinking water is surface water from the South Fork Holston River.
The Water Quality Report says Kingsport’s water meets or surpasses EPA and State health regulations.
Report water quality issue
For water quality problems, low pressure, broken water main, street leak or meter leak, call Customer Service at 423-343-9860 or use ConnectKingsport.
| Topic | Official detail | Action |
|---|---|---|
| Water Quality Report | Annual report is mailed to customers and available online. | Open Water Quality Report page |
| Questions about report | 2024 CCR lists Cody Cargill at 423-229-9410. | Call with report/year/question. |
| Potential cross connection | CCR lists Bryan Davis at 423-245-2167; Quality Control also points users to 423-229-9454. | Call before installing certain home water-treatment systems or devices. |
| Lead line survey | Kingsport owns water lines up to the meter; from meter to home is property owner responsibility. | Complete the Lead Line Survey with your utility/water billing account number. |
| Lead survey help | City lists 423-384-0708 and LeadSafeKingsport@KingsportTN.gov in the CCR. | Ask for help identifying pipe material. |
| System scale | CCR says Kingsport has about 855 miles of water pipes and nearly 40,000 water meters. | Useful context for service-line and meter questions. |
Backflow caution: never place a garden hose in anything you would not want to drink. Cross connections can pull contaminants back into the public water system during pressure loss.
Sewer, Stormwater, Spills and Drainage Help
Sewage spill
Call 423-229-9454 to report a spill, suspected sewage overflow or odor complaint.
Stormwater
For drainage, sinkhole or stormwater utility issues, call 423-229-9454 or email WSEngineers@KingsportTN.gov.
Public Works Phone Directory for Utility Problems
| Department / issue | Phone | Use for |
|---|---|---|
| Customer Service Center | 423-343-9860 | Water utility billing, payment, account setup, customer questions. |
| Water/Sewer Maintenance | 423-229-9454 | Water maintenance, quality control, reading/services, collection system. |
| Stormwater Utility Management | 423-245-2167 | Stormwater utility management and related questions. |
| Water Treatment Plant | 423-229-9410 | Water treatment plant / water quality report questions. |
| Wastewater Treatment Plant | 423-229-9394 | Wastewater treatment plant questions. |
| Engineering | 423-229-9475 | Project management, drafting/design, inspection, surveying. |
| Public Works Administration | 423-229-9470 | Public Works administration questions. |
Google Map: Customer Service at City Hall
| Location | Address | Use for |
|---|---|---|
| Customer Service / City Hall | 415 Broad Street, Suite 121, Kingsport, TN 37660 | Billing, water/sewer setup, in-person payment, account help. |
| 24/7 kiosk | 415 Broad Street, Drive-thru Lane 1, accessible from New St. | Self-service utility payments. |
| Drop box | 415 Broad Street, Drive-thru Lane 2, accessible from New St. | After-hours payment drop box. |
| Water Services Operations Center | 1113 Konnarock Road, Kingsport, TN 37664 | Water/sewer maintenance, stormwater mail/contact context. |
| Water Filter Plant | 2436 Sherwood Road, Kingsport, TN | Water treatment plant contact context. |
Kingsport TN Water Utility FAQ
What is the Kingsport TN Water Utility phone number?
For water utility billing, payments and account setup, call Customer Service at 423-343-9860.
Where is Kingsport Customer Service located?
City of Kingsport Customer Service is at 415 Broad Street, Suite 121, Kingsport, TN 37660.
What are Kingsport Customer Service hours?
Normal office hours are Monday through Friday, 8:00 AM to 5:00 PM. The office is closed on major holidays.
How do I pay my Kingsport water bill online?
Use the official Kingsport Pay Bill page and customer portal. The portal supports cards, bank accounts and digital wallets listed by the City.
Can I pay by phone?
Yes. Kingsport lists 423-343-9860 for secure 24/7 automated phone payments and Customer Service billing questions.
Do AutoPay users need to do anything in 2026?
Yes. Kingsport says customers who pay by bank draft or AutoPay need to re-enroll through the new portal.
Where can I pay in person?
Pay at City Hall, 415 Broad St., Monday-Friday, 8:00 AM-5:00 PM. A 24/7 kiosk is in Drive-thru Lane 1 and a drop box is in Drive-thru Lane 2, accessible from New St.
What is the mailing address for utility payments?
If you do not have the return envelope, mail payments to City of Kingsport, P.O. Box 880, Kingsport, TN 37662.
What number should I call for water, sewer or stormwater emergencies?
For water, sewer or stormwater emergencies, call 423-229-9416 during business hours or 423-246-9111 after hours.
How do I start water or sewer service?
Use the official Application for Water Service page and Customer Portal, or call 423-343-9860 with setup questions.
How often are Kingsport meters read and billed?
The City says all meters are read and billed monthly. Bills are processed five times per month by location, so due dates vary by area.
What is Kingsport’s water source?
Kingsport drinking water is surface water from the South Fork Holston River.
Who do I call for sewer spill or sewage overflow?
Call Water/Sewer Maintenance at 423-229-9454 to report a spill, suspected sewage overflow or odor complaint.
Who handles stormwater or drainage problems?
Call Water Services at 423-229-9454 or email WSEngineers@KingsportTN.gov. Non-emergency drainage or sinkhole concerns can also be reported through ConnectKingsport.
Is this the official Kingsport utility website?
No. This is an informational guide. Confirm live balances, shutoff status, portal access, rates, fees, service requests and emergency instructions with official City of Kingsport sources.
30-Second Kingsport Utility Checklist
Pay or log in: official Pay Bill page → Customer Portal → account number → payment proof.
Billing help: 423-343-9860, Customer Service at 415 Broad Street, Suite 121.
Emergency: 423-229-9416 during business hours, 423-246-9111 after hours.
Sewer/stormwater: 423-229-9454, WSEngineers@KingsportTN.gov for stormwater.
High bill: check bill cycle, inside/outside city rate, meter read, leaks, toilets, irrigation and payment history.