West Palm Beach Water Help Desk: Pay, Call, Fix a Bill or Report Trouble
Use this page like a fast utility desk. Choose the issue, use the official City route, prepare the right account details, and avoid slow-mail, wrong-account, shutoff or leak-credit mistakes.
West Palm Beach Water Utilities Quick Answer Board
| What you need | Best official action | Have ready | Do not miss this |
|---|---|---|---|
| Pay one-time online | Paymentus one-time payment | Utility account number and numeric portion of the service address from the paper bill. | Payments before midnight post next day; after midnight post within 48 hours. Save confirmation number. |
| Login / register / AutoPay | Customer Portal | Email, password, account number, payment method. | FAQ says AutoPay is set up through Paymentus registration. |
| Pay by phone | Call 561-822-1300 and follow prompts. | Utility account number, house number and ZIP code. | Use customer service first if disconnected or reminder letter received. |
| Mail payment | City of West Palm Beach, P.O. Box 30000, Tampa, FL 33630-3000. | Check, bill stub, account number. | Do not mail payment if service is disconnected or a reminder letter was received; call billing office first. |
| Pay in person | City Hall, 401 Clematis Street, Lobby 1st Floor. | Bill, account number, payment method, ID if changing account. | Hours listed: Monday-Friday, 7:30 AM-5:00 PM. |
| Water/sewer/stormwater emergency | Call 561-822-2210. | Address, cross street, issue type, hazard, time noticed. | This is the 24-hour dispatch line for water, sewer and stormwater emergencies. |
| Stormwater billing | Call 561-822-1303. | Bill, property address, stormwater line question. | Use 561-822-2210 for stormwater maintenance request. |
| Backflow / cross connection | Call 561-822-2244 or email fieldcustomerservice@wpb.org. | Service address, device info, tester/plumber details. | Backflow hotline is listed Monday-Friday, 8 AM-5 PM. |
Fast rule: if water has been shut off or you received a reminder letter, do not mail payment. Call 561-822-1300 and ask which payment method restores or protects service fastest.
Official Contacts, Addresses and Utility Routing
City Hall payment counter
Address:
401 Clematis Street
Lobby, 1st Floor
West Palm Beach, FL 33401
Hours: Monday-Friday, 7:30 AM-5:00 PM
Customer service
Billing/payment questions:
561-822-1300
Hours: Monday-Friday, 8:00 AM-5:00 PM
Email: utilitiesmailbox@wpb.org
Emergency dispatch
24-hour water/sewer/stormwater:
561-822-2210
City Hotline: 561-822-2222
TTY: 800-955-8771
| Route | Official detail | Use for |
|---|---|---|
| Pay by mail | City of West Palm Beach, P.O. Box 30000, Tampa, FL 33630-3000. | Routine non-urgent utility payments. |
| Written correspondence | City of West Palm Beach, P.O. Box 3506, West Palm Beach, FL 33402-3506. | Account documents, leak-credit mail, written requests. |
| Drop box | Off Banyan Blvd, north side of City Center building. | Physical payment drop. Do not use for cash. |
| Stormwater billing | 561-822-1303. | Questions about stormwater charge on the utility bill. |
| Illicit discharge | 561-822-2185. | Pollutants/debris entering stormwater system. |
| Stormwater maintenance | 561-822-2210. | Drainage/stormwater maintenance request. |
| Backflow hotline | 561-822-2244; fieldcustomerservice@wpb.org. | Backflow prevention, cross connection and device questions. |
| Laboratory manager | 561-822-2269. | Previous years’ water quality reports. |
Pay a West Palm Beach Utility Bill Without Guessing
Login / AutoPay
Register in Paymentus customer portal to manage account and AutoPay.
In person
City Hall, 401 Clematis Street, Lobby 1st Floor.
Start from the official City page
Use the official City Billing & Payments page or Paymentus customer portal. Avoid ad-style bill-pay sites and old moving-company guides.
Match your account
For one-time payment, Paymentus asks for the utility account number and numeric portion of the service address from your paper bill.
Check timing
Paymentus says payments made before midnight post next day; payments after midnight post within 48 hours.
Save proof
Keep confirmation number, date/time, amount, method, email receipt, screenshot and account number.
| Payment method | Official detail | Best for | Risk to avoid |
|---|---|---|---|
| Paymentus one-time | Pay without registering; account number and numeric service address needed. | Fast one-time payment. | Wrong service address number; missed confirmation number. |
| Paymentus login | Register/login for customer portal and AutoPay. | Recurring management and paperless workflow. | Forgot password or old email after move/name change. |
| Phone payment | Call 561-822-1300 and follow prompts. | Users who cannot access portal. | Disconnected accounts should speak to billing office before relying on payment alone. |
| City of West Palm Beach, P.O. Box 30000, Tampa, FL 33630-3000. | Routine non-urgent check payments. | Do not use if service is disconnected or reminder letter received. | |
| In person | City Hall, 401 Clematis Street, Lobby 1st Floor; Monday-Friday 7:30 AM-5 PM. | Receipt, urgent account help, cash/check/card questions. | Confirm holiday closures before visiting. |
| Drop box | Off Banyan Blvd, north side of City Center building. | Physical payment drop. | Do not use for urgent shutoff protection unless City confirms processing timing. |
Past Due, Shutoff, Deposit or Account Changes
If water is turned off
- All outstanding utility charges must be paid before service is restored.
- Trip/service charges can accumulate for turn-on/turn-off visits.
- Use City Hall, telephone or internet payment for fastest restoration.
- Do not mail payment after shutoff.
Deposits
- Deposits are required except governmental entities.
- Residential deposits may be billed with first monthly statement.
- Commercial deposits must be paid before service connection.
- Three late payments in 12 months can require a new deposit if none is on record.
Activate service
- Call 561-822-1300 for account activation requirements.
- Same-day service is not guaranteed.
- A one-time non-refundable service initiation fee is charged on activation.
- Name changes may require legal documents or notarized letters.
| Issue | What City FAQ says | What to do |
|---|---|---|
| Payment due date | Accounts are billed monthly, due upon receipt, and past due 21 days after billed. | Pay before the 21-day past-due window; keep confirmation. |
| Late fee | Rate sheet lists late payment charge as $10 or 1% of unpaid balance, whichever is greater. | Check next bill for late charge and call if payment posted late. |
| Delinquent disconnect | Rate sheet lists delinquent disconnect at $35. | Ask if trip/service charges were added before paying. |
| Field visit | Rate sheet lists field visit during normal hours at $60 and after-hours/emergency at $80. | Ask whether a field visit fee applies to your case. |
| Meter reread | FAQ says customer may be charged if initial meter reading was accurate. | Ask current reread/special read fee; rate sheet lists rereads/special reads at $65. |
| Deposit refund | Single-family residential deposits may be credited after 12 consecutive on-time payments; multi-family/commercial deposits return when service is discontinued. | Ask whether your account is eligible for credit/refund. |
Water, Sewer or Stormwater Emergency: 24-Hour Dispatch
Water emergencies
Main break, no water, severe pressure loss, meter leak, hydrant issue, emergency turn-off.
Sewer / stormwater
Sewer backup, sewer overflow, storm drain issue, flooding/drainage maintenance need.
| Issue | Say this | Useful details |
|---|---|---|
| Street leak / main break | “Water is flowing or bubbling near [address/cross street].” | Nearest address, traffic risk, pavement damage, flow direction, time noticed. |
| No water | “No water at [address]. All taps / some taps affected.” | Start time, neighbors affected, account status, nearby work. |
| Sewer backup | “Sewer is backing up at [fixture/location].” | Stop using water if backup worsens; avoid wastewater contact; note plumber findings. |
| Stormwater flooding | “Stormwater/drainage issue at [location].” | Street, canal, inlet, standing water duration, safety risk. |
| Illicit discharge | “Pollutant/debris is entering stormwater system at [location].” | For illicit discharge, use 561-822-2185 when appropriate. |
Safety note: stay away from wastewater, flooded streets, open covers, damaged pavement, broken mains and downed/unsafe utility areas. Report; do not repair City infrastructure yourself.
2025-2026 Rates and Fees People Search For
Effective date
City rate sheet lists rates, fees and charges effective October 1, 2025 under ORD #4965-21.
Unit math
1 unit = 100 cubic feet = 748 gallons. Rate tiers are billed by units used.
Outside city surcharge
Rate sheet states a 25% surcharge is added to rates, fees and charges for customers outside City of West Palm Beach limits.
| Rate / fee | Official amount shown | Why it matters |
|---|---|---|
| Residential water service charge | $24.38 per dwelling unit. | Base water charge before usage. |
| Residential wastewater service charge | $16.75 per dwelling unit. | Base wastewater charge before applicable use/fee lines. |
| Stormwater residential | $16.69 full / $11.36 partial. | Separate stormwater line on many bills. |
| Residential water 0-8 units | $2.83 per unit. | Lowest water tier. |
| Residential water 9-16 units | $3.52 per unit. | Second tier; usage over 8 units costs more. |
| Residential water 17-36 units | $4.16 per unit. | Common high-bill threshold after usage spike. |
| Residential water 37-76 units | $4.88 per unit. | Large irrigation/pool/leak tier. |
| Residential water 77-200 units | $5.62 per unit. | Very high use. |
| Residential water 201+ units | $6.31 per unit. | Highest listed residential commodity tier. |
| Wastewater commodity | $4.94 per unit for listed residential tiers up to applicable cap. | Leak location matters because some water may or may not enter sewer. |
| Residential 5/8" minimum deposit | $190. | Common deposit amount for small residential meter. |
| Service initiation | $45. | One-time account activation fee line. |
| Reread / special read | $65. | Ask before requesting reread. |
| Meter test up to 1" | $175. | Ask if meter test fee applies before requesting. |
| Late payment charge | $10 or 1% of unpaid balance, whichever is greater. | Past-due accounts may see this line. |
High Bill, Leak Credit, Meter Reread or Usage Spike
Usage first
Compare units used. 1 unit equals 748 gallons, and rates increase through usage tiers.
Hidden leak
City FAQ says high bills are commonly caused by hidden leaks, running toilets, broken irrigation, increased use or malfunctioning valves.
Leak credit
Call 561-822-1300 first to check eligibility before completing the Leak Credit Request Form.
Repair proof
Leak form asks for leak location, who repaired it, repair date, bill copy and repair bill if applicable.
| Check | Action | Official / practical detail |
|---|---|---|
| Toilet | Use dye test; check flapper, chain, fill valve and overflow tube. | Running toilet is a common hidden-leak cause. |
| Irrigation | Check broken sprinkler lines, valves, timers, zones and wet areas. | Irrigation leak may push usage into higher tiers. |
| Meter side | Know responsibility: City repairs leaks on street side of meter; property owner is responsible for consumer side. | FAQ clearly separates City vs property-owner responsibility. |
| Leak credit timing | Form says repairs must be made within 7 days of discovering leak or receiving bill. | Do not wait to repair or submit proof. |
| Leak credit documents | Submit contested bill, repair bill from certified plumber if applicable, and leak adjustment form within 30 days of contested bill. | Eligible adjustment is subject to Public Utilities Director final approval. |
| Credit limits | Form references credit for excess water/sewer usage above average billing, not exceeding one billing cycle, with average based on minimum 4 months and not exceeding 12 months. | Do not expect unlimited credits. |
| Repeat credits | Form states additional leak credits will not be permitted within 36 months from application date. | Save it for a qualifying repaired leak. |
Paperless Billing, AutoPay and Bill History
Enroll / opt out
Call 561-822-1300, email utilitiesmailbox@wpb.org, or fax 561-822-1299.
24/7 access
Paperless page says account access is available 24 hours a day, 7 days a week, 365 days a year after online registration.
Statement history
Paperless page lists 13 months of billing statement history and usage-history graph benefits.
Shutoff notices: FAQ says customers still receive shutoff notices by paper mail and on the following bill even when paperless billing is active.
Water Quality, Source Water, Service-Line Inventory and Cyanotoxin Context
Source water
Grassy Waters Preserve, a 23-square-mile wetland ecosystem, feeds and sustains Lake Mangonia and Clear Lake, the City’s main drinking-water sources.
Treatment
The City describes conventional filtration, lime softening, ultraviolet treatment and chloramine disinfection.
Customers served
The treatment plant serves more than 120,000 customers including West Palm Beach, Town of Palm Beach and Town of South Palm Beach.
| Question | Official route | What to capture |
|---|---|---|
| Where is the water quality report? | City Water Quality Reports page lists 2025, 2024, 2023, 2022, 2021 and 2020 reports. | Use most recent report; older copies via Laboratory Manager 561-822-2269. |
| Is my service line known? | Use the Water Service Line Inventory map and search your address. | If not found, use the service address exactly as shown on utility bill. |
| Brown/discolored water | Call customer service or emergency line if urgent. | Clear-glass photo, hot/cold tap, one fixture vs whole home, time started. |
| Water taste/odor | Use water quality reports, safe water dashboard and customer service routing. | Duration, all taps, filter/softener status, neighbors affected. |
| Cyanotoxin questions | City has Cyanotoxin Expert Panel pages and reports. | Use official City pages, not social posts. |
| Temporary disinfectant change | City news may announce free-chlorine or disinfectant changes. | Watch for dates and customer instructions. |
Stormwater, FOG, Backflow and Outside Contractor Damage
Stormwater system
The City says its stormwater system includes over 125 miles of underground infrastructure, nearly 2,500 manholes, 5,000 inlets and 11 miles of canals.
Fats, oils and grease
FOG page says hot water and soap do not eliminate oils; they reform in pipes. Pour used oil into a jar or can with lid before trash.
Backflow
Backflow hotline: 561-822-2244. Email: fieldcustomerservice@wpb.org.
| Issue | Official detail | Action |
|---|---|---|
| Stormwater billing | Call 561-822-1303. | Use for bill line questions. |
| Stormwater maintenance | Call 561-822-2210. | Use for drainage/stormwater maintenance requests. |
| Illicit discharge | Call 561-822-2185. | Report pollutants/debris entering stormwater system. |
| FOG business/home questions | FOG specialists: 561-822-2065 or 561-822-2274; email FOG@wpb.org. | Use for grease-control questions. |
| Used residential cooking oil | Residents can drop off used residential cooking oil at Solid Waste Authority Home Recycling Centers. | Do not pour oil down drains. |
| Outside utility contractor damage | City has a form to report damage to City assets and/or private property by outside utility contractors. | Use the official report form; document photos, address, date and contractor if known. |
| Utility locates | Call 811. | Use before digging, fencing, landscaping, irrigation or construction. |
Water Conservation and Practical Savings
Usage graph
Paperless billing page says the improved bill format includes a usage-history graph to compare month-to-month water use.
Shower timer
The City sustainability page says reducing shower time by 1-2 minutes can save up to 700 gallons per month and mentions free shower timers for City water customers.
Protect the watershed
Reducing water consumption can reduce burden on Grassy Waters Preserve, Lake Mangonia and Clear Lake source-water system.
| Saving action | Why it helps | Best proof |
|---|---|---|
| Check usage history graph | Shows month-to-month pattern and sudden spikes. | Screenshot current and previous 13-month usage if available. |
| Shorten showers | City says 1-2 minute reduction can save up to 700 gallons/month. | Use timer; compare next bill usage. |
| Fix toilet leaks | Common hidden high-bill cause. | Dye test, repair date, receipt. |
| Adjust irrigation | Large outdoor use can move water into higher tiers. | Timer settings, broken-head repairs, irrigation logs. |
| Use eBilling | Faster bill access and history. | Portal registration and notifications. |
Map: City Hall Payment Counter and Utility Office
| Place / route | Address / phone | Use for |
|---|---|---|
| City Hall payment counter | 401 Clematis Street, Lobby 1st Floor, West Palm Beach, FL 33401 | In-person utility payments and billing support. |
| Billing customer service | 561-822-1300 | Account, payment, activation, deposit, leak-credit, paperless billing questions. |
| 24-hour emergency dispatch | 561-822-2210 | Water, sewer and stormwater emergencies. |
| Payment mailing address | City of West Palm Beach, P.O. Box 30000, Tampa, FL 33630-3000 | Routine mail payments only. |
| Written correspondence | City of West Palm Beach, P.O. Box 3506, West Palm Beach, FL 33402-3506 | Customer-service mail, leak-credit correspondence, written account documents. |
| Stormwater billing | 561-822-1303 | Stormwater charge questions. |
| Backflow hotline | 561-822-2244 | Backflow prevention and cross connection questions. |
| Utility locates | 811 | Call before digging, irrigation, fence or construction work. |
West Palm Beach Water Utilities FAQ
What is the West Palm Beach utility billing phone number?
For utility billing, payment and account questions, call 561-822-1300. Customer service representative hours are Monday-Friday, 8:00 AM-5:00 PM.
What is the 24-hour water and sewer emergency number?
Call 561-822-2210 for water, sewer or stormwater emergencies. The City lists this as its 24-hour hotline.
Where can I pay my West Palm Beach utility bill in person?
Pay at City Hall, 401 Clematis Street, Lobby 1st Floor, West Palm Beach, FL 33401. The billing page lists Monday-Friday, 7:30 AM-5:00 PM for in-person payments.
How do I pay my West Palm Beach water bill online?
Use the official Paymentus customer portal linked from the City Billing & Payments page. One-time payment needs the utility account number and numeric portion of the service address from the paper bill.
When does a Paymentus payment post?
Paymentus states payments made before midnight post the next day; payments made after midnight post within 48 hours. A confirmation number is provided for records.
Where do I mail a utility bill payment?
Mail routine payments to City of West Palm Beach, P.O. Box 30000, Tampa, FL 33630-3000. Do not mail payment if service is disconnected or a reminder letter was received; call 561-822-1300 first.
What services are billed monthly?
The City FAQ lists water usage and service charge, wastewater usage and service charge, sanitation service and recycling, stormwater management, and applicable utility tax.
How do I activate a utility account?
Call customer service at 561-822-1300 for requirements and details. The City notes that same-day service is not guaranteed.
Are utility deposits required?
Yes. The City FAQ says deposits are required from every customer except governmental entities. Residential deposits may be billed with the first monthly statement, while commercial deposits must be paid in advance before connection.
Why is my West Palm Beach water bill high?
Common causes include hidden leaks, running toilets, broken irrigation lines, increased usage, pools, guests and malfunctioning water valves. Compare usage units and inspect the property before requesting a review.
Can I get a leak credit?
You may be eligible if a qualifying leak was repaired. Contact customer service at 561-822-1300 first. The leak-credit form requires account details, repair information and supporting documents, and eligible credit is subject to final approval.
Who repairs leaks at the water meter?
The City FAQ says West Palm Beach is responsible for leaks on the street side of the meter. Pipe repairs and consumption charges from damages on the consumer side of the meter are the property owner’s responsibility.
What is the Backflow Hotline?
For backflow prevention and cross connection questions, call 561-822-2244 or email fieldcustomerservice@wpb.org.
Where can I find the water quality report?
The City Water Quality Reports page lists the annual Consumer Confidence Reports, including the current and prior-year reports. Previous copies can be requested through the Laboratory Manager at 561-822-2269.
Is this the official City of West Palm Beach website?
No. This is an informational guide. Confirm live balance, account status, payment posting, shutoff, rates, leak-credit approval, forms and emergency instructions with official City of West Palm Beach Public Utilities sources.
30-Second West Palm Beach Water Checklist
Paying? Use Paymentus or City Billing & Payments. Account number and numeric service address are needed for one-time pay.
Disconnected? Do not mail payment. Call 561-822-1300 and ask the exact amount and fastest restoration method.
Emergency? Call 561-822-2210 for water, sewer or stormwater emergencies.
High bill? Compare units, check toilets/irrigation, document repair, then ask about leak-credit eligibility.
Water quality? Use the City’s water quality reports, service-line inventory, Safe Water Dashboard and emergency/customer-service routing.