SFPUC Water Bill & Service Help
Need to pay a San Francisco water bill, call SFPUC customer service, start or stop service, report a water/sewer emergency, ask about a high bill, request a leak allowance, or apply for bill relief? This page gives the task first, then the official details.
This guide is for San Francisco Public Utilities Commission water and sewer customers. SFPUC power accounts are billed separately and use different account routes.
Do This First for Your San Francisco Water Account
Use SFPUC My Account for bill access, payment, usage and account tools.
My AccountUse SF Water EZ-Pay for card, debit, eCheck or eCash payment. Card/debit limit applies.
EZ-PayCall 415-551-3000 or email CustomerService@sfwater.org for water/sewer account questions.
Call customer serviceFor water, power or sewer emergency/service problem, call 311 or 415-701-2311 from outside San Francisco.
Call 311Before You Pay, Confirm This Is SFPUC Water/Sewer
San Francisco users often search “San Francisco Water Department,” but the official agency is the San Francisco Public Utilities Commission, also called SFPUC or San Francisco Water Power Sewer.
Check the bill name
Your water/sewer bill should connect to SFPUC, San Francisco Water, sfwater.org, sfpuc.gov, or myaccount-water.sfpuc.org.
Water and power are separate
SFPUC notes that electricity and water/sewer services are billed separately and require separate accounts.
Renters should verify
If your landlord, building manager or HOA handles water, do not create or pay an account until the bill is clearly tied to you.
San Francisco Water Bill Payment Options
| Payment route | Official detail | Best for | Practical tip |
|---|---|---|---|
| SFPUC My Account | Log in to the water/sewer customer portal to view and pay bills and check water use. | Registered customers, usage review, payment history and account management. | After 60 days from account closing date, closed account access may no longer be available. |
| One-time SF Water EZ-Pay | Accepts Visa, MasterCard, American Express, debit card, eCheck or eCash. | One-time payment without full portal setup. | Credit/debit payments have a $1,000 limit within a 30-day period. |
| Automatic payment | Sign up through automatic payment service or DirectPaymentPlan.com. | Customers who want monthly payment without manual reminders. | For authorization form help, call 415-551-3000 or email customerservice@sfwater.org. |
| Phone payment | Call 844-737-8222 for the automated payment service provider. | Customers who want a phone payment route. | Keep confirmation details and verify account status separately if urgent. |
| Send the bottom portion of the bill with check or money order payable to San Francisco Water, P.O. Box 7369, San Francisco, CA 94120-7369. | Routine non-urgent check or money-order payment. | Do not mail cash. | |
| In person | Customer Service & Cashier Counters at 525 Golden Gate Avenue, 1st Floor, open 9 a.m.–4:30 p.m. Monday–Friday, excluding legal holidays. | Cashier counter help, payment questions, forms, bill relief help and urgent account discussion. | Bring account number, bill, ID if needed, and payment method. |
| Drop box | Drop box is located on the right-hand side wall of the main entrance at 525 Golden Gate Avenue. | After-hours check or money-order drop-off. | Do not leave cash in the drop box. |
| Cash barcode retail | EZ-Pay cash option allows payments at 7-Eleven, CVS, Walgreens and Speedway stores using a barcode downloaded from EZ-Pay. | Customers who need a cash route outside the SFPUC counter. | Get the barcode first; 7-Eleven cash payments list a $10 minimum. |
Online, Card, eCheck and Cash Barcode Details
Card limit
SFPUC lists a $1,000 limit within a 30-day period for credit and debit card payments only.
eCheck route
SF Water EZ-Pay lists eCheck as an accepted one-time payment option.
Cash barcode
Use the EZ-Pay barcode before going to a participating 7-Eleven, CVS, Walgreens or Speedway store.
Urgent accounts
If your account is past due or at risk, confirm with customer service instead of assuming any payment route instantly updates service status.
SFPUC Water Customer Service Phone, Email, Office and Hours
Water/sewer customer service
415-551-3000. Use for bill questions, payment plans, start/stop service and account help.
CustomerService@sfwater.org. Use for non-urgent billing and account questions.
Headquarters / counter
525 Golden Gate Ave, San Francisco, CA 94102. Customer Service & Cashier Counter is on the 1st Floor.
In-person hours
9 a.m.–4:30 p.m., Monday–Friday, excluding legal holidays.
Start, Stop or Update Water and Sewer Service
Start water/sewer service online or by phone
SFPUC says online requests are reviewed within 5 business days. A Customer Service Representative contacts you to complete the request.
Use the correct form
Residential and commercial customers have separate start-service request forms. Use the official Start or Stop Service page first.
Prepare required details
Residential applicants may need name, mailing address, service address, phone numbers, prior San Francisco service address, other SFWD accounts, California driver license or ID, and close of escrow date if applicable.
Deposit may apply
SFPUC says a water/sewer deposit is required when starting service. It is approximately twice the estimated monthly water and sewer charges, but not less than $50. Deposit plus interest is returned after one year of good payment history.
Stop service early
Stop-service requests can be made online or by phone and should be made at least two business days before the requested stop date.
Water, Sewer or Service Emergency: Use 311 First
Do not use normal billing email for active water, power or sewer emergencies. SFPUC directs emergency/service problems to the 24-hour hotline.
| Problem | Official route | What to say |
|---|---|---|
| Water emergency or service problem in San Francisco | Call 3-1-1 or log on at sf311.org. | Exact location, visible leak/flooding, service address, public safety issue and callback number. |
| Calling from outside San Francisco | Call 415-701-2311. | Say you are outside SF and need to report a water/sewer/service issue inside San Francisco. |
| Sewer backup or street flooding | Use 311 / sf311.org. | Location, whether sewage/stormwater is inside property, street, sidewalk, garage or drain. |
| Missing or dangerous utility cover | Use 311 if missing/dangerous; call 911 if you witness active theft or immediate danger. | Location, hole/cover type, pedestrian/traffic risk and photos if safe. |
2026 Water and Sewer Rate Changes: What Users Need to Know
San Francisco water/sewer bills have two main pieces: fixed charges and usage/volume-based charges. SFPUC’s 2026 rates page says rate changes became effective July 1, 2026.
Effective date
SFPUC’s 2026 water and sewer rates took effect on July 1, 2026.
Average bill impact
SFPUC describes average combined monthly bill increases for San Francisco single-family residential households of about $21 in FY 2027 and $23 in FY 2028.
Use the official calculator
Because fixed charges, water use, sewer volume and account type matter, use the SFPUC bill calculator for a personalized estimate.
San Francisco Water Account Decision Tool
Choose your issue and get the safest next step. This does not connect to SFPUC systems.
High Bill, Leak Alert and Leak Allowance Checklist
Before calling about a high bill
- Log into My Account and compare water use.
- Check whether the bill covers a longer or unusual period.
- Inspect toilets, faucets, irrigation and hidden plumbing.
- Look for visible leak, damp wall, underground leak or behind-the-wall leak signs.
- Save plumber invoices or repair material receipts.
- Contact the High Consumption Unit quickly if you suspect a leak.
Leak allowance rules that matter
- Leak allowance is for excessive bills caused by leaks after prompt repair.
- Visible leaks may receive 50% of excess usage.
- Concealed leaks may receive full excess usage.
- Claim must be made within 15 days of first notice of the high bill.
- Proof of repairs is required.
- Review can take up to 4 months.
Bill Relief, CAP Discount and Payment Plans
CAP discount
Low-income SFPUC water/sewer customers may qualify for a 25% or 40% bill discount through the Customer Assistance Program.
Shutoff/lien protection
SFPUC says customers enrolled in CAP are exempt from water service shutoffs and liens.
Payment plans
If you are behind on bills, SFPUC says flexible payment plans are available by calling 415-551-3000.
| CAP requirement | What it means | User action |
|---|---|---|
| One SFPUC water/sewer account | Program is for customers with only one water and sewer account with SFPUC. | Confirm account count before applying. |
| Bill in your name | The water and sewer bill must be in your name. | Renters should verify whether they directly pay SFPUC. |
| Full-time resident | You must live full time at the address receiving the discount. | Use your actual residence, not a second property. |
| Individually metered residential single-family account | Fire service, residential multiple, irrigation, commercial and wholesale accounts are examples listed as not eligible. | Check account type first. |
| Income guidelines | SFPUC verifies income eligibility at application. | Apply online, by printed application, by phone request, or in person at 525 Golden Gate Avenue. |
Third-Party Notification for Seniors or Dependent Adults
What it does: SFPUC’s Third Party Notification Plan lets a customer choose a friend, relative, minister, social agency or civic organization to help track possible termination notices for non-payment. The third party is not responsible for paying the bill.
Who should consider it: Senior citizens, dependent adults, caregivers, family members helping someone manage bills, or anyone who may miss mail or payment notices.
Local San Francisco Tips Most Generic Pages Miss
Do not confuse water and power accounts
SFPUC water/sewer and Hetch Hetchy Power accounts have different customer-service numbers, portals and mailing addresses.
Use the bill inquiry form for bill-specific questions
SFPUC says the billing inquiry form gets a response within 2 business days. Use it when you need a written trail.
High bill? Move fast
Leak allowance requests must be made within 15 days of first notice of the high bill, and proof of repairs is required.
Card limit can block large payments
SF Water EZ-Pay lists a $1,000 limit within a 30-day period for credit/debit card payments only. Use another official route if your amount is higher.
Stop service two business days early
If moving out, request stop service at least two business days before the stop date so the account does not remain active unnecessarily.
Emergency = 311, not email
For active water, power or sewer service problems, SFPUC points customers to 311, 415-701-2311 from outside SF, or sf311.org.
SFPUC Customer Service Map and Visit Planning
Use this for in-person Customer Service & Cashier Counter help at 525 Golden Gate Avenue. Verify legal holidays and current alerts before visiting.
Visit address
525 Golden Gate Ave, 1st Floor, San Francisco, CA 94102.
Bring this
Account number, bill, ID if needed, proof of repairs for leak allowance, and payment method.
Drop box
Located to the right-hand side wall of the main entrance. Use checks or money orders only, not cash.
Official SFPUC Links Used in This Guide
San Francisco Water Department FAQs
What is the official San Francisco Water Department called?
The official agency is the San Francisco Public Utilities Commission, commonly called SFPUC or San Francisco Water Power Sewer.
How do I pay my San Francisco water bill online?
Use SFPUC My Account at myaccount-water.sfpuc.org or use SF Water EZ-Pay for a one-time online payment.
What is the SFPUC water customer service phone number?
Call 415-551-3000 for water and sewer customer service, billing, account help, start/stop service and payment-plan questions.
What is the SFPUC automated phone payment number?
Call 844-737-8222 for the automated water bill payment service provider.
Where is the SFPUC customer service office?
The Customer Service & Cashier Counter is at 525 Golden Gate Ave, 1st Floor, San Francisco, CA 94102.
What are the in-person payment hours?
SFPUC lists in-person Customer Service & Cashier Counter hours as 9 a.m. to 4:30 p.m., Monday through Friday, excluding legal holidays.
Where do I mail a San Francisco water bill payment?
Mail the bottom portion of the bill with check or money order payable to San Francisco Water to P.O. Box 7369, San Francisco, CA 94120-7369. Do not mail cash.
Can I pay with cash?
Yes, but use official routes. SFPUC lists cash barcode payment through EZ-Pay at participating 7-Eleven, CVS, Walgreens and Speedway stores. The in-person counter is another route; do not place cash in the drop box or mail.
How do I start San Francisco water and sewer service?
You can request water/sewer service online or call 415-551-3000. Online requests are reviewed within 5 business days, and a Customer Service Representative contacts you to complete the request.
How early should I stop service before moving?
SFPUC says stop-service requests should be made at least two business days before the requested stop date.
What number do I call for a water or sewer emergency?
Call 311 inside San Francisco or 415-701-2311 from outside San Francisco. You can also use sf311.org for service problem reporting.
How does the SFPUC leak allowance work?
Leak allowance may credit 50% of excess usage for visible leaks and 100% of excess usage for concealed leaks, if eligible. Customers must apply within 15 days of first notice of the high bill and submit proof of repairs.
Does SFPUC offer low-income water bill discounts?
Yes. The Water/Wastewater Customer Assistance Program can provide a 25% or 40% discount for eligible customers, and CAP customers are exempt from water service shutoffs and liens.
Is WaterBillsPay.org the official SFPUC website?
No. This is an independent informational guide. Use official SFPUC links for payment, account status, rates, service changes, bill relief and emergency reporting.