WVWA Customer Web & Payment Help
Need to pay a Western Virginia Water Authority bill, avoid the card fee, check usage, set up bank draft, mail a check, use a drop box, or handle a high bill? This guide gives the fastest safe path first, then the official details that matter.
Do This First If You Just Want To Pay
Pay online, manage profiles, go paperless, view graphs, and set alerts.
Open portalOnline/phone eCheck is free. Card payment has a $2.50 transaction fee.
Compare optionsWVWA lists a $300 maximum single card transaction including the $2.50 fee.
See fee tablePayments are applied immediately and posted the next business day.
Posting tipsWestern Virginia Water Authority Bill Pay Quick Facts
Online portal
Customer Web lets you pay, manage profiles, sign up for paperless billing, view consumption graphs, see account details, and set text/email alerts.
Phone payment
Call 540-853-5700 and press Option 3 for phone payment by eCheck or card.
Office / kiosk
WVWA headquarters: 601 S. Jefferson Street, Roanoke, VA 24011. Kiosk in outer lobby accepts cash, check or cards.
Account number
For mailed checks, include your 12-digit WVWA account number in the memo field.
WVWA Payment Methods, Fees and Best Use
| Method | Official detail | Best for | Watch out |
|---|---|---|---|
| Online eCheck | Pay from personal checking or savings. WVWA lists this online service as free. | Most customers who want to avoid card fees. | Check routing/account details before submitting. |
| Online credit card | Visa, MasterCard, American Express, Discover/Novus. $2.50 transaction fee applies. | Customers who prefer card payment and accept the fee. | $300 maximum single transaction including the $2.50 card fee. |
| Phone eCheck | Call 540-853-5700, Option 3. Phone eCheck from checking/savings is free. | Customers who prefer phone payment but want no eCheck fee. | Write down confirmation details and verify posting. |
| Phone credit card | Call 540-853-5700, Option 3. $2.50 card transaction fee applies. | Card users who do not want to log in online. | $300 maximum single transaction including the card fee. |
| Automatic bank draft | Recurring draft from checking or savings. WVWA lists this as free. | Customers who want full, on-time monthly payment without manual action. | Confirm the first draft date and current balance. |
| Pay by text | Set up inside Customer Web using $PayNow, My Profile and Pay by Text. | Customers who want a monthly text reminder or one-time text payment. | Payment method must be set up or verified first. |
| Mail payment and stub to WVWA, P.O. Box 17381, Baltimore, MD 21297-1381. | Check or money order customers. | Do not mail cash. Allow up to five days for processing. | |
| Kiosk / drop box | Kiosk accepts cash, check or cards at 601 S. Jefferson Street. Drop boxes accept check or money order. | Local Roanoke-area customers who need physical payment. | Drop box payments after 7 a.m. credit the following business day. |
What You Can Do Inside Customer Web
WVWA’s Customer Web is more than a pay button. It is the best place to check usage before calling about a high bill.
Pay and manage profiles
Pay your bill and manage saved payment profile details in the official customer portal.
Paperless billing
Register for paperless billing and receive email when the bill is ready to view.
Consumption graphs
Review consumption graphs and detailed account information to spot unusual use.
Text or email alerts
Sign up for alerts, including usage alerts if water consumption increases.
Leak clues
Daily or hourly consumption can help reveal toilet leaks, irrigation issues, or hidden use.
Account details
Use portal details to confirm service address, current balance, alerts and payment history.
Pay by Text: Setup Steps That Matter
Create or open your Customer Web account
Go to the WVWA payment portal and create an account or use your existing login.
Click the green $PayNow button
WVWA’s payment options page points customers to the $PayNow button inside the portal.
Use My Profile first
Set up or verify your payment method before choosing Pay by Text.
Enter the phone number
Use the phone number where you want due-date texts or payment text messages.
Phone, Mail, Kiosk and Drop Box Details
Pay by phone
540-853-5700, Option 3. eCheck is free. Card payment has a $2.50 fee and $300 single-transaction limit including the fee.
Mail payment
Western Virginia Water Authority, P.O. Box 17381, Baltimore, MD 21297-1381. Make checks payable to WVWA and include your 12-digit account number.
Payment kiosk
Kiosk at outer lobby, 601 S. Jefferson Street, Roanoke. WVWA lists 7 a.m.–5 p.m. Monday–Friday, except holidays. Use Franklin Road side entrance.
Drop boxes
Drop boxes accept check or money order at listed Roanoke, Roanoke County and Vinton locations. Do not place cash in exterior drop boxes.
| Physical payment spot | Use for | Important note |
|---|---|---|
| 601 S. Jefferson Street, Roanoke | Kiosk and headquarters drop box. | Kiosk accepts cash, check or cards. Exterior drop box is not for cash. |
| 215 Church Avenue SW, Roanoke | Drop box across from Noel C. Taylor Municipal Building. | Check or money order only. |
| 5204 Bernard Drive, Roanoke | Roanoke County Administration Center parking lot drop box. | Drop before due date; after 7 a.m. credits next business day. |
| 311 S. Pollard Street, Vinton, VA 24179 | Town of Vinton Municipal Office WVWA drop box. | No postage needed for WVWA drop boxes. |
Automatic Bank Draft: Good Choice or Not?
Good when
Your account is current, your bank account is stable, and you want the full bill paid on time each month.
Be careful when
You are disputing a high bill, waiting for leak repair, changing banks, moving soon, or unsure about the current balance.
How to start
Register in Customer Web and choose automatic bank drafting from checking or savings as the payment option.
WVWA Payment Path Helper
Choose your situation and get the shortest safe route. This tool does not collect payment or account details.
High WVWA Bill? Check Usage, Leaks and Adjustment Rules
Use consumption graphs
Log in to Customer Web and review daily or hourly consumption before calling. A spike can point to the exact problem window.
Test toilets first
WVWA says toilets are the number one source of indoor leaks. Dye in the tank overnight can reveal a leak if color appears in the bowl.
Keep repair proof
For possible leak adjustment, WVWA says to notify customer service when you discover and repair the leak, and keep repair receipts.
| Official leak / meter rule | What it means for you | Action |
|---|---|---|
| 30 days to repair leak for possible adjustment | Waiting too long can hurt adjustment eligibility. | Report the leak, repair it, and keep dated receipts. |
| One leak adjustment every two years | Use the adjustment carefully and document everything. | Do not submit weak proof; gather receipts and dates first. |
| Meter re-check fee: $25 | WVWA can re-check a meter reading for a fee. | Ask only after reviewing usage and bill dates. |
| Removable meter accuracy test: $50 | Fee may apply unless WVWA finds an error. | Use if the meter reading still appears wrong after basic checks. |
| Non-removable meter accuracy test: $200 | Higher fee, waived if results show WVWA error. | Ask customer service if this is appropriate for your account. |
Winter Averaging: Why Sewer Charges Can Surprise Customers
WVWA winter averaging in plain English: Residential sewer flow charges are calculated from water consumption during January, February and March, when water use is usually lower. That amount is then used to calculate what is billed the rest of the year. If you use less water than your calculated winter average during a month, the sewer volume charge is based on the lower water consumption for that billing period.
Why it matters
Leaks during winter averaging months can affect later sewer charges. Watch usage closely in January, February and March.
What to check
Compare water usage, sewer volume, billing days, leaks, and household changes before assuming a rate error.
Best defense
Use alerts and consumption graphs. Fix leaks quickly and save repair receipts.
Past Due, Assistance and Disconnection Concerns
Start with WVWA contact
If you need financial help with your account, WVWA’s payment page directs customers to contact them. Do not wait until service is at risk.
Contact WVWACustomer Cares
WVWA also has Customer Cares for customers helping customers. Use it if you want to donate or learn about support programs.
Customer Cares| Assistance agency listed by WVWA | Phone | Use when |
|---|---|---|
| Roanoke City | 540-853-2591 | You live in Roanoke City and need utility-bill assistance screening. |
| Roanoke County | 540-387-6087 | You live in Roanoke County and need local assistance direction. |
| Botetourt County | 540-591-5960 | You live in Botetourt County and need help options. |
| Franklin County | 540-238-4697 | You live in Franklin County and need assistance direction. |
Confirm You Are Paying the Right Utility
Drinking water service
WVWA provides drinking water service for the City of Roanoke, Roanoke County, Franklin County, Botetourt County, and the towns of Boones Mill, Iron Gate and Vinton.
Wastewater service
Sanitary wastewater service is provided for the greater Roanoke Valley.
Fincastle
Through a contractual agreement, water and wastewater service is provided in the Town of Fincastle.
Open, Close, Start or Transfer Service
Moving in
Use WVWA’s open/close account resources and keep the service address, move-in date, ID, closing or lease details ready.
Moving out
Request final bill handling before the move-out date. Save the final service date and confirmation.
Landlord / tenant
Landlord accounts and tenant responsibility can differ. Use WVWA landlord resources if the account is not in the occupant’s name.
Official Online Bill Pay Tutorial
WVWA links an official “Easy Online Bill Pay” tutorial video from its payment options page. Watch it if you are registering, paying online, or trying to understand the Customer Web flow. Do not use the video as proof of current fees; verify fees on the official payment options page.
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Local WVWA Tips That Save Time
Use eCheck for bigger bills
Because WVWA lists a $300 maximum single card transaction including the $2.50 fee, eCheck is often simpler for larger balances.
Use graphs before calling
Customer Web consumption graphs can show when usage changed. Have that date range ready when you call about a high bill.
Drop box timing matters
Drop box payments placed after 7 a.m. are credited the following business day. Do not use a drop box at the last minute for urgent shutoff concerns.
Do not mail cash
WVWA says not to mail cash. Cash payments belong in the secure kiosk/drop box setup at 601 S. Jefferson Street when available.
Watch January–March usage
Leaks during winter averaging months can affect sewer calculations. Set alerts before winter usage months begin.
Keep a repair folder
For possible leak adjustment, keep plumber receipts, parts receipts, photos, repair date and the date you notified WVWA.
WVWA Office Map and Visit Planning
Use the map for the headquarters/payment kiosk area. For urgent service, outage, account or payment-posting issues, call WVWA before driving.
Main location
601 S. Jefferson Street, Roanoke, VA 24011.
Kiosk hours listed
7 a.m.–5 p.m., Monday–Friday, except holidays.
Entrance tip
WVWA says to use the Franklin Road side entrance for the kiosk/drop box area.
Official WVWA Links Used in This Guide
Western Virginia Water Authority Bill Pay FAQs
Where do I pay my Western Virginia Water Authority bill online?
Use the official WVWA Customer Web portal at wvwacis.westernvawater.org or start from WVWA’s official View and Pay Your Bill page.
What can I do in Customer Web?
You can pay your bill, manage payment profiles, sign up for paperless billing, review consumption graphs, view account details, and sign up for text or email alerts.
Is WVWA eCheck free?
Yes. WVWA lists eCheck payment from personal checking or savings as free for online and phone payment routes.
What is the WVWA credit card fee?
WVWA lists a $2.50 transaction fee for online or phone credit card payments.
What is the maximum WVWA credit card payment?
WVWA says $300 is the maximum single credit card transaction amount, including the $2.50 transaction fee.
What number do I call to pay by phone?
Call 540-853-5700 and press Option 3 for WVWA phone payment by eCheck or card.
Where do I mail a WVWA check?
Mail your payment and payment stub to Western Virginia Water Authority, P.O. Box 17381, Baltimore, MD 21297-1381. Make checks payable to WVWA and include your 12-digit account number in the memo field.
When do WVWA eCheck or card payments post?
WVWA says payments made by eCheck or credit card are applied immediately and posted the next business day.
How do I know if a high bill is a leak?
Check Customer Web consumption graphs, test toilets with dye, inspect faucets, outdoor spigots, water heaters, ice makers, water softeners, sprinkler systems, humidifiers and pools, then contact WVWA if usage still looks wrong.
Can I get a leak adjustment from WVWA?
WVWA says customers have 30 days to repair a leak to qualify for a possible adjustment, are allowed one leak adjustment every two years, and need repair receipts.
Where is the WVWA office?
Western Virginia Water Authority is located at 601 S. Jefferson Street, Roanoke, VA 24011. The outer-lobby kiosk is listed as 7 a.m.–5 p.m. Monday–Friday except holidays.
Is this page the official WVWA payment portal?
No. This is an independent informational guide. Use WVWA official links for payment, account balance, fees, service status, alerts, and account decisions.
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.