SWBNO Account, Bill Pay & Dispute Help
Need to pay a Sewerage and Water Board of New Orleans bill, activate the new online account, use guest pay, restart AutoPay, visit a customer service center, dispute a high bill, or set up PromisePay? Start from the official SWBNO My Account page and keep your account number, service address and bill copy ready.
This guide is built for quick action: official links are placed inside the steps, with the exact phone numbers, locations, late-fee rules, payment-plan route and high-bill adjustment details New Orleans customers usually need.
Start Here: Pick the Right SWBNO Action
Use My Account or Pay Bill as Guest.
Open My AccountActivate the new profile, add payment method, then set AutoPay again.
New account guideUse PromisePay if you have a past-due balance of $50 or more.
Open PromisePayUse bill dispute and HGI contact before assuming the bill is final.
Dispute infoPay Your SWBNO Bill Online: Practical Steps With Official Links
Open the official My Account portal
Use SWBNO My Account. The portal offers account login, profile creation, and Pay Bill as Guest. Avoid generic “New Orleans water bill” payment pages that are not linked from SWBNO.
Choose login or guest pay
Use guest pay for a simple one-time payment. Create or activate a profile if you need billing history, transaction history, multiple accounts, alerts, AutoPay, e-bill, smart-meter usage, or leak alerts.
Check the fee before submitting
SWBNO’s customer portal FAQ lists a $4.00 fee for credit card payments and a $0.50 fee for eCheck payments. The fees are waived if you set up AutoPay on your account.
Save the invoice number
When you make a payment, SWBNO says you receive an invoice number that serves as confirmation that payment was made successfully. Save the email/screenshot until the account balance updates.
If water service is off or at risk, call after payment
For reconnection or urgent delinquency, paying online is not always the last step. SWBNO says customers restoring water through PromisePay must also call SWBNO at 504-529-2837 after the PromisePay step.
New SWBNO Online Account: What Changed
Important for returning customers: SWBNO upgraded online accounts. Old profile information did not transfer, and AutoPay/e-bill preferences were turned off during the switch. To use full account tools again, create or activate your new profile and re-add payment methods.
Account number
You need the account number from your most recent bill.
Name on bill
Use the last name or company name exactly as shown on the bill.
Service address
Use the service address tied to the water account.
Choose the email where you want alerts, profile access, e-bills and confirmations.
AutoPay, E-Bill and Billing History
| Feature | What SWBNO says | Practical user tip | Official link |
|---|---|---|---|
| AutoPay | Log in, go to the Billing tab, click Pay My Bill or Auto Pay, then add bank account and/or credit card under Payment Methods. | After the account upgrade, old AutoPay did not carry over. Check your current AutoPay status before assuming it works. | FAQ |
| E-bill / paperless | Log in, click Profile, click Billing Preferences, select Yes with the leaf icon, agree to terms, and save. | SWBNO says AutoPay/e-bill status may take up to three hours to update on Account Summary. | Paperless steps |
| Billing history | Inside the portal, go to Billing, then Billing History. Click a date to open a PDF bill. | Contact Customer Service if you need bills older than two years. | History FAQ |
| Smart-meter alerts | Smart meters can provide more water-use data, alerts and early leak detection once installed. | Use alerts to catch leaks before the next large bill arrives. | Smart meters |
SWBNO Payment Methods, Phone Numbers and Best Use
| Method | Official detail | Best for | Official link / info |
|---|---|---|---|
| Online My Account | SWBNO accepts Visa, Mastercard and checks online. | Fast online payment, account tools, billing history, e-bill, AutoPay and smart-meter features. | My Account |
| Pay Bill as Guest | The My Account login page includes a Pay Bill as Guest option. | One-time payment when the bill is clear and you do not need full account tools. | Guest pay |
| AutoPay | Enroll after logging in to the secure online account and using the Auto Pay option on the billing tab. | Recurring payments and fee waiver if AutoPay is set up on the account. | AutoPay info |
| Phone payment | Call 504-529-2837 anytime, 24/7. | Customers who prefer phone payment or cannot access the portal. | Pay by phone |
| In person | East Bank and West Bank customer service centers accept cash, checks, money orders, Visa and MasterCard. | Customers needing face-to-face payment/account support. | Payment locations |
| Third-party cash locations | SWBNO points customers to Fidelity Express Bill Pay locations. Fidelity Express no longer accepts debit/credit cards for SWB bill payments. | Customers who need a local cash/check-style payment partner. | Fidelity Express search |
| Send checks or money orders to Cashiers Department, 625 Saint Joseph Street, New Orleans, LA 70165. | Non-urgent check or money-order payment. | Mail instructions |
SWBNO In-Person Payment Locations
East Bank S&WB Payment Location
625 Saint Joseph Street
New Orleans, LA 70165
Hours: Monday–Friday, 8:00 a.m.–5:00 p.m.
Accepts: Cash, checks, money orders, Visa and MasterCard.
West Bank S&WB Payment Location
4021 Behrman Place, Suite M-2
New Orleans, LA 70131
Hours: Monday–Friday, 8:30 a.m.–4:30 p.m.
Accepts: Cash, checks, money orders, Visa and MasterCard.
Payment Fees, Maintenance Hours and Proof
Credit card fee
The SWBNO portal FAQ lists a $4.00 fee for credit card payments.
eCheck fee
The portal FAQ lists a $0.50 fee for eCheck payments.
AutoPay fee waiver
SWBNO says the fees are waived if you set up AutoPay on your account.
Late Fees, Delinquency and Disconnect Rules
Late fee
SWBNO charges a 10% late fee on unpaid water and sewer balance after the due date.
Sanitation late fee
Unpaid sanitation charges remaining after the due date receive a 15% late fee.
Delinquent notice
Any unpaid bill amount exceeding $50 for longer than 60 days is eligible for a delinquent notice.
Turnoff / meter fee
SWBNO FAQ describes a $75 turn off fee and a later $75 meter removal fee if unresolved.
PromisePay, Water Help Program and Payment Assistance
| Program | Official detail | Best next step | Official link / phone |
|---|---|---|---|
| PromisePay payment plans | Available for residential and commercial customers with a past-due balance of $50 or more. Plans are flexible and interest-free. | Sign up online, stay current on your PromisePay plan and current SWBNO bill to avoid late fees and possible turnoffs. | PromisePay portal |
| Restore water service through PromisePay | SWBNO says customers must pay 25% of the past-due balance and enroll the rest in PromisePay, then call SWBNO to confirm readiness for reconnection. | After completing PromisePay, call 504-529-2837. | Promise: 504-565-2905 |
| Water Help Program | Provides up to $200 annually as a credit for eligible elderly, disabled and economically disadvantaged customers. | Apply in person through Total Community Action with proof of age/disability, income and active account status. | Payment assistance |
| Total Community Action | Program administrator address: 1424 South Jefferson Davis Parkway, New Orleans, LA 70125. Phone: 504-324-8609. | Bring required documents and confirm eligibility before visiting if possible. | 504-324-8609 |
SWBNO Bill Dispute and HGI Contact
Dispute route changed: SWBNO says billing disputes, investigations and hearings now go through a third party, Hammerman & Gainer International (HGI). Customers can contact HGI directly or contact SWBNO Customer Service and SWBNO will send the information to HGI.
HGI email
info@swbappeal.com
HGI phone
504-910-6484
In-person representative
SWBNO says HGI has a representative at 625 Saint Joseph Street in Customer Service, 8 a.m.–5 p.m.
Understand Your SWBNO Bill Before You Pay
| Bill item | What it means | Why it matters |
|---|---|---|
| Account number | First six digits are the location number for the service address; second six digits are the customer number. | Use the correct account when creating a profile or paying as guest. |
| Read type | Shows whether the bill used an actual meter read or an estimated read. | Estimated bills can later adjust when an actual read follows. |
| Usage | Current usage multiplied by 1,000 gives gallons used during the billing period. | Compare gallons, not only dollars, when checking a high bill. |
| Ready to Serve – Water | Monthly fixed water service charge for maintaining plants, pumping stations and pipes. | You can owe fixed fees even with low usage. |
| Water Usage | Water quantity charge based on difference between previous and current meter reading. | Leaks and smart-meter reads often show up here first. |
| Safe Drinking Water Fee | $1 per month state fee for every drinking water meter. | Not a leak or penalty; it is a recurring fee. |
| Sewer Volume Charge | Residential/public housing sewer volume charges apply to 85% of metered water consumption; commercial/industrial use 100%. | A water leak can affect sewer charges too. |
| Sanitation Charges | Collected for the City of New Orleans for garbage and recycling pickup. | Sanitation has a separate late-fee percentage from water/sewer. |
| City Sales Tax | 2.5% of water charges. | Another line item that can make total bill higher than usage alone. |
High SWBNO Bill, Leak Adjustment and Smart-Meter Surprise
Private-property leak
SWBNO FAQ says high bills from leaks on private property may receive 50% of excess water charges and 100% of excess sewer charges adjusted after proof of repair and normal usage next month.
SWBNO-caused issue
High bills caused by a meter defect or other SWBNO problem are fully adjusted, according to SWBNO FAQ.
Smart-meter read
Smart meters are more precise. SWBNO says the first smart-meter bill can look different because older meters may have under-recorded use.
| What you notice | Likely reason | What to do |
|---|---|---|
| Read type says Estimate | SWBNO could not read the meter that month. | Compare the next actual-read bill and check the bill-dispute route if the adjustment looks wrong. |
| Usage suddenly jumped | Leak, running toilet, stolen/unauthorized usage, actual read after estimates, smart-meter change or meter problem. | Check usage graph, inspect toilets, photo meter if safe, gather repair proof, contact Customer Service/HGI. |
| Smart meter recently installed | Smart meter may detect smaller amounts of water and more precise usage. | Use the new online account to monitor hourly usage and set leak/budget alerts when available. |
| Disputed bill included in fixed-rate offer | Temporary fixed rate is based on 12 months of usage excluding open disputes. | Request a review if a previously disputed bill seems included in the fixed-rate calculation. |
Smart Meter and Temporary Fixed-Rate Billing
For residential customers without a smart meter: SWBNO announced a temporary fixed-rate billing option. The fixed monthly rate is calculated using the past 12 months of water usage, excluding open disputes, and remains until the smart meter is installed.
What is included
The fixed rate includes standard Ready to Serve fees for wastewater and drinking water infrastructure.
What is separate
City sales tax and sanitation charges are separate and must be added to represent total monthly charges.
After smart meter
Once the smart meter is installed, the bill reflects actual water use based on smart-meter data.
SWBNO Customer Service, Emergency Desk and Map
Account questions
504-52-WATER
504-529-2837
Monday–Friday, 8 a.m.–6 p.m.
Leaks and field problems
Emergency Desk: 504-529-2837
Available 24/7.
Main address
625 Saint Joseph Street
New Orleans, LA 70165
Waste/fraud hotline
1-833-800-0040
Anonymous hotline.
Common New Orleans SWBNO Bill Mistakes To Avoid
Assuming old AutoPay still works
Old AutoPay and e-bill preferences did not carry over to the upgraded online account. Re-activate the account and verify payment preferences.
Not saving the invoice number
SWBNO says the invoice number confirms a payment was made successfully. Save it with bank/card proof.
Ignoring sanitation charges
Sanitation is collected on the water bill for the City of New Orleans and has a separate 15% late fee after due date.
Paying a disputed bill without documenting it
For high bills, keep bill PDFs, meter photos, leak repair proof, usage history, HGI emails and call notes.
Thinking guest pay gives full account detail
Guest pay is quick, but login is better for usage, history, smart-meter data, alerts, AutoPay and bill PDFs.
Forgetting reconnection follow-up
If using PromisePay to restore service, SWBNO says to call 504-529-2837 after the PromisePay step to confirm readiness for reconnection.
Official SWBNO Links Used in This Guide
New Orleans Sewerage & Water Board Pay Bill FAQs
Where do I pay my SWBNO bill online?
Use the official SWBNO My Account portal at myaccount.swbno.org. You can log in, create a profile, or use Pay Bill as Guest.
Can I pay my New Orleans Sewerage & Water Board bill by phone?
Yes. Call 504-529-2837 anytime, 24/7, for pay-by-phone service. Phone payments may be unavailable during scheduled maintenance hours.
What cards does SWBNO accept online?
SWBNO’s ways-to-pay page says online payments accept Visa, Mastercard and checks.
Why did my old SWBNO login or AutoPay stop working?
SWBNO upgraded online accounts. Old profiles, saved billing information, AutoPay and e-bill preferences did not automatically transfer, so customers must activate the new account and set preferences again.
How much are SWBNO online payment fees?
SWBNO’s portal FAQ lists a $4.00 fee for credit card payments and a $0.50 fee for eCheck payments. The fees are waived if you set up AutoPay on your account.
What is the SWBNO late fee?
SWBNO charges a 10% late fee on unpaid water and sewer balances after the due date, and 15% on unpaid sanitation charges after the due date.
How do I dispute a SWBNO bill?
Use the SWBNO Bill Dispute and Adjustments page. SWBNO says disputes, investigations and hearings now go through HGI. HGI can be reached at info@swbappeal.com or 504-910-6484.
What help is available if I cannot pay my SWBNO bill?
PromisePay offers flexible, interest-free payment plans for customers with eligible past-due balances. The Water Help Program can provide up to $200 annually for eligible elderly, disabled and economically disadvantaged customers.
What number do I call for a water or sewer leak in New Orleans?
Call the SWBNO Emergency Desk at 504-529-2837 anytime, 24/7. SWBNO says water and sewer leaks should be called in for prompt service.
Does this page collect SWBNO payments?
No. This is an informational guide. Use official SWBNO My Account, SWBNO customer service pages, PromisePay, or SWBNO customer service centers for live payment, balance, service status and billing support.
Pay Your Water Bill Safely, Fix High Bills, Avoid Shutoff, Start Service and Find Official Utility Links
Use this free USA water bill assistant before paying online, calling utility billing, setting up AutoPay, checking a high bill, requesting leak help, starting or stopping service, handling a past due account, or searching for the official city utility portal.
What water bill problem do you need to solve?
Choose your situation. The tool will suggest the safest route, what to prepare, and which official page or office to check first.
Open the official city, county, water authority or utility website first. Do not enter account details into a random sponsored payment page.
If the bill is unusually high, compare usage, billing days, meter read type, toilet leaks, irrigation, late fees and leak adjustment rules before paying blindly.
Safe Water Bill Payment Route
Choose how you want to pay. This helps users avoid wrong portals, posting delays and urgent shutoff mistakes.
AutoPay / Bank Draft Setup Helper
Use this before enrolling in recurring payments so the first draft, current balance and payment date do not surprise you.
High Water Bill Review
Compare your normal bill and usage with the current bill. This gives a practical path before requesting a high bill review.
Leak Adjustment Proof Checklist
Use this before asking for a leak adjustment, high bill review, sewer adjustment or payment plan.
Past Due, Shutoff Notice and Reconnect Helper
Use this if your bill is late, you received a shutoff notice, service is off, or you need a payment plan.
Start, Stop or Transfer Water Service
Use this before moving, closing an account, starting service, transferring service or requesting a final bill.
Water Bill Cost Estimate
Estimate a simple monthly bill from base charge, water usage, sewer, stormwater, trash, service fees and late charges. Official tiered rates may be different.
Bill Dispute and Meter Reading Checklist
Use this before calling billing support about a meter reading, duplicate payment, wrong address, missing payment, estimated bill, or incorrect charge.
Official Water Bill Portal and Phone Finder
Enter city/utility and state to create safe searches for official water bill pay, phone payment, guest pay, AutoPay, start service, leak adjustment, reconnect, assistance and this site’s guide.
Official portal safety
- Use official city, county, authority or utility websites first.
- Check service address before paying.
- Save confirmation number and screenshot.
- Call the utility for shutoff or reconnect situations.
Best sitewide placement
Place this tool after the first payment section or before FAQs. It turns every water bill article into a practical help page, not only a list of links.
Important note
This tool gives educational guidance only. Always confirm payment portals, fees, shutoff rules, assistance programs, account balance and reconnection steps with the official utility.