San Diego Water Utility Help: Pay, Start Service, Report Leaks or Fix a High Bill
Use this as a fast action desk. Pick the exact problem, use the official City route, prepare the right account details, and avoid payment delays, wrong phone calls, water-waste penalties, or weak leak-adjustment requests.
Quick Action Board
| What you need | Best official route | Prepare before clicking/calling | San Diego-specific detail |
|---|---|---|---|
| Pay without logging in | One-Time Bill Pay | Account number and service address street number. | Online page accepts bank account, Mastercard, Visa, Discover, American Express, ATM card, and debit card. |
| Login / view bill / alerts | MyWaterSD portal | UserID, password, account number, email, current bill. | MyWaterSD can show amount due immediately after bill generation; statement appears online about 24 hours later. |
| Billing question | Call 619-515-3500 or email customercare@sandiego.gov | Account number, service address, bill date, screenshot, confirmation number. | Customer service hours are Monday-Friday, 7:30 AM-5 PM, excluding City holidays. |
| Water leak, sewer spill, pressure problem | Call 619-515-3525 | Exact address/cross street, issue type, when it started, safety risk. | This is the City route for leak, sewer spill, and water pressure reporting. |
| Irrigation runoff or storm drain pollution | Get It Done or call 619-235-1000 | Address, photo/video if safe, date/time, description. | Use this for water waste, irrigation runoff, or storm-drain pollution reports. |
| Start water/wastewater service | Start Service | Service address, start date, identification, account holder details. | City says start-service requests can take up to 10 business days to process. |
| Stop service / final bill | Stop Service | Move-out date, forwarding address, account number, final bill question. | You can request account closure up to 30 days before move-out. |
| High bill / concealed leak | Leak Adjustment | Discovery date, repair date, invoice/receipt, service address. | Request must be received within 120 days of the first high bill related to the concealed pipe leak. |
Important payment safety: the City states it does not accept payments over the phone and will never contact you asking for a payment to be made over the phone. Use official online, mail, automatic deduction, or in-person routes.
Official San Diego Public Utilities Details
Customer Support
Phone: 619-515-3500
Email: customercare@sandiego.gov
Hours: Monday-Friday, 7:30 AM-5 PM, excluding City holidays.
Field Problems
Water leak, sewer spill, pressure issue:
619-515-3525
Use this instead of normal billing support for urgent field-service issues.
Department Scale
The Public Utilities Department serves more than 2.3 million wastewater customers and provides drinking water to 1.4 million residents.
System includes reservoirs, treatment plants, pump stations, and over 6,300 miles of pipelines.
| Need | Official detail | User action |
|---|---|---|
| Online portal | MyWaterSD lets customers view/pay bills, track water use, sign up for alerts/notifications, and contact the City. | Use for routine account access before calling. |
| One-time payment | Requires account number and service address street number. | Find account number in the upper-left account information section of the bill. |
| Payment service fee | Credit/debit fee listed as 1.59% or $1.50 minimum for residential accounts, and 2.25% for commercial accounts. | Compare card/debit cost against bank account or other payment routes before paying. |
| In-person payment | Office of the City Treasurer accepts citywide payments at 1200 Third Ave., Suite 100. | Check current lobby hours before visiting. |
| Water quality lab | Water Quality Lab: 619-668-3232 and DrinkingWaterQuality@sandiego.gov. | Use for drinking-water quality questions after checking official notices. |
| Water survey | Free survey: 619-980-9754 or watersurvey@sandiego.gov. | Use for toilet, faucet, showerhead, pressure, irrigation, and landscape efficiency review. |
Pay Your San Diego Water/Wastewater Bill
City of San Diego Public Utilities Department
Customer Support Division
PO Box 129020
San Diego, CA 92112-9020
In person
Office of the City Treasurer
1200 Third Ave., Suite 100
San Diego, CA 92101
| Payment method | Official detail | Use when | Avoid this mistake |
|---|---|---|---|
| Online one-time payment | Accepts bank account, Mastercard, Visa, Discover, American Express, ATM card, or debit card. | You need a fast routine payment. | Do not resubmit/refresh if processing; duplicate charges or failed transactions can happen. |
| MyWaterSD login | Portal supports bill viewing, payment, water-use tracking, alerts and notifications. | You want ongoing account access. | If you have not logged in for a year or more, you may need to re-register. |
| Automatic deduction | Payments withdraw from checking account 15 days after billing statement is issued. | You want automatic payment from checking. | Mail completed Automatic Payment Form to PO Box 129020; keep paying until auto deduction is active. |
| Include bill payment stub; if missing envelope, mail to PO Box 129020, San Diego, CA 92112-9020. | Normal payment with enough time. | Write account number on memo line if paying before a held bill is issued. | |
| In person | City Treasurer lobby accepts walk-in payments; payment center locations are also listed by the City. | You need physical payment option or receipt. | Check current hours; Treasurer lobby hours can be limited. |
| Phone payment | Not accepted by the City. | Do not use. | Be cautious of phone-payment scam attempts. |
Official payment links:
MyWaterSD Login Problems: Fast Fix
One-time pay needs
- Account number from upper-left “Account Information” on bill.
- Service address street number.
- Payment method.
- Correct customer/account match before submitting.
Portal login issues
- Usernames and passwords are case-sensitive.
- Special characters are not allowed in username.
- Check junk/spam for activation or reset emails.
- Use the newest reset/activation email if multiple were sent.
When to call
Call 619-515-3500 if activation, username recovery, password reset, or re-registration is not working.
Have account number, service address, email used, and screenshot ready.
Bill availability note: MyWaterSD shows the dollar amount due once the bill is generated; the full invoice statement can take about 24 hours to appear online.
Missing Bill, Held Bill or Several Bills at Once
| Situation | What it means | Action |
|---|---|---|
| Unusual usage | Billing system may pause the bill for staff review. | Watch for City notice and check MyWaterSD. |
| Estimated read | Staff may not have been able to get a meter read. | Submit meter photo if safe and request review. |
| High balance | Large or unusual balance may trigger review before bill is sent. | Ask whether a held-bill review is complete. |
| Need time to pay | City offers installment-plan route. | Request plan before ignoring the balance. |
Payment Plan or Past-Due Balance
Request a plan
Use the City payment-plan route or call 619-515-3500.
A City team member reviews the request.
Minimum payment
City FAQ says payment-plan payments cannot be less than $50 for bi-monthly bills and $25 for monthly bills.
Moving while on plan
If moving to another City-served address, the plan balance can transfer. If closing without opening a new City-served account, remaining balance is due on final bill.
Start, Stop or Transfer San Diego Water/Wastewater Service
Start service
- Submit start request online or call 619-515-3500.
- Required identification must be submitted.
- Processing can take up to 10 business days.
- Water will remain on while the new account request is pending.
Stop service
- Request closure up to 30 days before move-out.
- Submit online or call 619-515-3500.
- Prepare final bill and forwarding address.
- Confirm automatic deduction/autopay status.
Multi-family / trust / manager
- One meter serving multiple units generally means owner account.
- Trust account may need EIN.
- Property management company must own property to set account in its name.
| Move situation | What to prepare | Question to ask |
|---|---|---|
| Buying a home | Service address, start date, ID, ownership/closing details if requested. | “Will service stay on while the account is created?” |
| Renting a single-family home | Lease, start date, account holder info, landlord rules. | “Can the account be in tenant name?” |
| Apartment/condo | Unit address, meter setup, HOA/landlord billing rule. | “Is there one shared meter or individual meter?” |
| Moving out | Stop date, forwarding address, final bill method. | “When will the final bill generate?” |
Water Leak, Sewer Spill, Pressure Problem or Water Waste
Runoff / storm drain
Use for irrigation runoff or storm-drain pollution.
Report clearly
Give exact address/cross street, time started, water direction, visible damage, and safety risks.
| Issue | Say this first | Safety / proof |
|---|---|---|
| Street leak or main break | “Water is flowing/bubbling at [address/cross street]. It started at [time].” | Photos from safe distance, traffic danger, pavement damage, sinkhole risk. |
| Meter leak | “There is saturated soil/standing water/water flow near the meter at [address].” | If City side of meter, City crew repairs; owner side is owner responsibility. |
| Low/high pressure | “Pressure changed at [address]. It affects [one fixture/all fixtures/neighbors].” | City can test pressure at nearest hydrant; normal neighborhood pressure means private plumbing issue likely. |
| Sewer spill / backup | “Wastewater is backing up/spilling at [location]. I stopped using water.” | Avoid contact, keep people/pets away, document only if safe. |
| Water waste | “Irrigation/runoff/water waste at [address], date/time [details].” | Use Get It Done; photo/video submissions are encouraged by the City. |
Pressure detail: City guidance says water pressure can normally fluctuate plus or minus 10 psi. If area pressure is normal, the problem is likely on the property plumbing side, such as a regulator issue.
High San Diego Water Bill: Meter, Leak and Adjustment Route
Meter check
Turn off all faucets and water-using appliances. Wait 30 minutes. If the dials moved, check fixtures, hoses, appliances, irrigation, or concealed leaks.
Common hidden use
Running toilets, irrigation timers, hose connections, dishwashers, washing machines, water heaters and refrigerators can raise usage.
Leak adjustment
Only non-irrigation concealed pipe leaks qualify. Irrigation leaks, swimming pools, and plumbing fixture leaks do not qualify for timely bills.
| Leak adjustment requirement | Exact detail | Why it matters |
|---|---|---|
| Qualifying leak | Non-irrigation concealed pipe leak. | This is the key eligibility rule. |
| Non-qualifying examples | Irrigation-related leaks, swimming pools, and plumbing fixtures. | Do not waste time applying if the issue is excluded. |
| Deadline | Request must be received within 120 days of the first high bill related to the concealed pipe leak. | Late requests are not considered. |
| Required details | Account holder name, service address, phone, email, leak discovered date, repair date. | Prepare before opening the form. |
| Repair proof | Copy of repair invoice or receipt. | No proof can slow or block review. |
| Review timing | City page says review/notification may take eight to ten weeks; FAQ also says generally six to eight weeks. | Do not expect instant bill credit. |
Rates, Bill Terms and Why Charges Change
HCF math
City rates use HCF. 1 HCF = 748.05 gallons.
Use this to compare usage, not just dollar amount.
2026 rate change
Water rates increased 14.7% on Jan. 1, 2026. Wastewater rates increased 6% on Jan. 1, 2026.
Imported water impact
The City says as much as 90% of its water is imported and purchased from the San Diego County Water Authority.
| Bill term / charge | What it means | Ask this |
|---|---|---|
| Account number | Your billing ID, used for payment and support. | “Is this the correct account number for this service address?” |
| Service address | Property where the meter is located; City says it cannot change service address printed on the bill. | “Does the service address match the correct meter?” |
| Payment due date | Date current bill should be paid. | “What happens if payment posts after this date?” |
| Estimated read code | If Code heading has E, the bill was estimated. | “Can I submit a current meter photo?” |
| Water charges | Base fee plus water used and rates charged. | “How many HCF did I use this billing cycle?” |
| Sewer charges | Sewer base fee and sewer charge; wastewater rates also changed Jan. 1, 2026. | “Is this sewer charge fixed, usage-based, or adjusted?” |
| Storm drain fee | Appears within City water/sewer bill charge section. | “Is this fee tied to property/service type?” |
| Monthly meter base fee | For single-family domestic customers, a typical 3/4-inch meter base fee is listed at $35.53 per month. | “What meter size is on my account?” |
| Irrigation HCF rate | City water billing rates page lists irrigation customers at $10.55 per HCF. | “Is this meter classified as irrigation?” |
Permanent Water Restrictions and Water Waste
Year-round rules
San Diego has permanent mandatory water restrictions in place year-round for customers in the City Public Utilities service area.
Repair leaks fast
Customers must repair or stop water leaks upon discovery or within 72 hours of City notification.
Report waste
Use Get It Done or email waterwaste@sandiego.gov with description and address.
| Restriction / issue | Official user answer | What to do |
|---|---|---|
| Landscape runoff | Do not irrigate in a way that causes runoff onto adjacent property, sidewalks, roadways, parking lots or structures. | Fix timer, sprinkler direction, broken heads, pressure, and overspray. |
| Leaks | Repair or stop all leaks upon discovery or within 72 hours of City notification. | Document repair date and receipts. |
| Washing paved areas | Sidewalks, driveways, parking areas, tennis courts and other paved areas require power washer or shutoff nozzle, and only for immediate safety/sanitation hazards. | Prevent water from leaving property or entering storm sewer. |
| Swimming pools / spas | Do not overfill swimming pools and spas. | Check autofill and visible overflow. |
| Fountains | Do not use non-recirculating potable water in ornamental or cascading fountains. | Use recirculating systems only where allowed. |
| Car washing | Hose must have shutoff nozzle/device that stops dispensing when not in use. | Add nozzle before washing vehicles. |
| Hotels / motels | Must give guests option not to have towels and linens laundered daily and post notice clearly. | Hospitality operators should verify signage and staff process. |
| Penalties | Continued water waste can lead to escalating remedies, penalties, and even water shutoff. | Fix after first contact/warning; do not ignore notices. |
Free Water Survey, Rebates and Conservation Help
Free survey
Available citywide to water customers who receive their bill from the City of San Diego.
Schedule: 619-980-9754 or watersurvey@sandiego.gov
Turf + trees
Landscape Transformation Program helps replace turf. City page says lawns require an estimated 44 gallons of water per square foot per year.
Tree rebate: $100 per tree, up to five trees, while replacing grass.
Commercial turf
Commercial Turf Replacement program offers $2.00 per square foot up to 50,000 square feet of conversion per meter year.
| Conservation route | What it checks / offers | Best for |
|---|---|---|
| Water survey | Toilets, flappers, faucets, showerheads, aerators, appliances, water pressure, irrigation inefficiencies, turf/landscape recommendations. | High bill, irrigation waste, older plumbing, unsure where to start. |
| Downspout redirect | Redirects rainwater from storm drains to pervious landscaping that filters runoff. | Stormwater-friendly landscaping projects. |
| Landscape Transformation | Replace turf with water-efficient landscape. | High outdoor use and lawn replacement. |
| Weather-based irrigation controller | Smart technology to optimize irrigation water use. | Timed irrigation, overspray, seasonal use spikes. |
| SoCal WaterSmart | Regional rebate portal for Southern California residents, including San Diegans. | Checking current rebate availability before buying devices. |
Water Quality, Hard Water and Scam Protection
Annual report
The City publishes an annual Drinking Water Quality Report / Consumer Confidence Report. A new report for the previous year is issued by July 1.
Hard water
San Diego drinking water typically averages about 16 grains/gallon or 276 ppm, and can range from 16-18 grains/gallon or 272-284 ppm.
| Concern | Check first | What to report |
|---|---|---|
| Brown/cloudy water | One tap vs all taps; hot only vs cold only; recent work nearby. | Address, time started, color, duration, clear-glass photo. |
| Odor | Drain odor vs tap water odor. | Hot/cold, bathroom/kitchen/outdoor, whether flushing changes it. |
| Hard water / softener | City hardness range and household appliance needs. | Use hardness range for softener settings; consult plumber/device instructions. |
| Water treatment sales call | City warns imposters may pose as water utility personnel selling treatment devices or collecting payment. | Verify identity; do not let unknown people inspect plumbing or collect payment. |
| Official report | Use current annual report and past reports. | Open City water quality report page, not random summaries. |
Pure Water San Diego and Local Supply Context
Why it matters
San Diego imports much of its water. Pure Water is designed to build a more local, reliable drinking-water supply.
2035 goal
The City says Pure Water San Diego will provide nearly half of San Diego’s water supply locally by the end of 2035.
Bill relevance
Rate pages connect system investments, imported-water costs, treatment, infrastructure and Pure Water to rate changes.
Before Digging, Irrigation Repair or Fence Work
Call 811
Use DigAlert / 811 before digging, trenching, post installation, landscaping or irrigation work near buried utilities.
Know responsibility
The property owner is responsible for water system maintenance from the meter on the property side.
Do not tamper
Do not open locked meter equipment, tamper with City equipment, or dig near utilities without locate clearance.
Map, Mailing Address and Payment Locations
| Place / address | Use for | Important note |
|---|---|---|
| Office of the City Treasurer, 1200 Third Ave., Suite 100, San Diego, CA 92101 | Walk-in citywide payments, including water/sewer payments where accepted. | Current City Treasurer page lists lobby open Tuesday and Thursday, 9 AM-3 PM; verify before visiting. |
| City of San Diego Public Utilities Department, Customer Support Division, PO Box 129020, San Diego, CA 92112-9020 | Mail water/wastewater bill payments or automatic deduction form. | Include payment stub or account number on memo line. |
| Authorized payment locations | Cash/in-person alternatives listed on City payment locations page. | Check location, hours and fees before going. |
| Customer support by phone | 619-515-3500 for account/billing help. | Not a phone-payment line; City says it does not accept payments by phone. |
| Leak/sewer/pressure hotline | 619-515-3525 for water leak, sewer spill, or pressure issue. | Use for field response, not normal billing questions. |
San Diego Water Utilities FAQ
How do I pay my San Diego water bill online?
Use the City’s One-Time Bill Pay page or MyWaterSD portal. One-time pay requires your account number and service address street number.
What is the San Diego water customer service phone number?
Call 619-515-3500 for water/wastewater account questions. Customer support hours are Monday-Friday, 7:30 AM-5 PM, excluding City holidays.
Can I pay my San Diego water bill by phone?
No. The City says it does not accept payments over the phone and will never contact you to request payment by phone.
What number do I call for a water leak, sewer spill or pressure problem?
Call 619-515-3525 to report a water leak, sewer spill, or water pressure issue.
How do I report irrigation runoff or storm drain pollution?
Use the City’s Get It Done app/website or call 619-235-1000. You can also report water waste by emailing waterwaste@sandiego.gov with description and address.
What information do I need for one-time bill pay?
You need your account number and service address street number. The account number appears in the upper-left account information section of the City water utility bill.
Is there a service fee for online card payments?
The City payment page lists a credit/debit transaction service fee of 1.59% or $1.50 minimum for residential accounts and 2.25% for commercial accounts.
Where do I mail a San Diego water bill payment?
Mail payment to City of San Diego Public Utilities Department, Customer Support Division, PO Box 129020, San Diego, CA 92112-9020. Include the payment stub or account number.
How do I start water/wastewater service in San Diego?
Use the City start-service page or call 619-515-3500. You must submit required identification. Processing can take up to 10 business days, and water remains on while the account request is pending.
How soon can I stop San Diego water service?
You can request to close your account up to 30 days before your move-out date. Use the stop-service form or call 619-515-3500.
Why did I not receive my water bill?
The billing system may hold bills that show unusual usage, unusually low or zero usage, possible meter misread, or exceptionally high balances so staff can review accuracy before sending.
Can I get a leak adjustment?
You can request an adjustment only for a non-irrigation concealed pipe leak. Irrigation leaks, swimming pools and plumbing fixture leaks do not qualify for timely bills. Requests must be received within 120 days of the first high bill related to the leak.
How do I check for a leak before calling?
Turn off all faucets and water-using appliances, then check the meter dial. If it moves after about 30 minutes, check hose connections, faucets, toilets, appliances, irrigation, or concealed piping.
What is 1 HCF on a San Diego water bill?
One HCF equals one hundred cubic feet, or 748.05 gallons.
What are San Diego’s permanent water restrictions?
San Diego has year-round mandatory water restrictions. Rules include no irrigation runoff, fixing leaks upon discovery or within 72 hours of City notice, no overfilling pools/spas, and using shutoff nozzles when washing vehicles.
Is this the official City of San Diego utility website?
No. This is an informational guide. Confirm live account balance, deadlines, fees, forms, notices, restrictions, and emergency instructions through official City of San Diego sources.
30-Second San Diego Utility Checklist
Paying: One-Time Pay or MyWaterSD → account number + service street number → check service fee → save confirmation.
Do not pay by phone: City says phone payments are not accepted and they will not call requesting phone payment.
Calling: billing/account 619-515-3500; leak/sewer/pressure 619-515-3525; runoff/storm drain 619-235-1000.
High bill: compare HCF → 1 HCF = 748.05 gallons → test meter for 30 minutes → repair/document → request adjustment only if eligible.
Moving: start request can take up to 10 business days; stop service can be requested up to 30 days before move-out.