Atlanta is giving water customers a new way to keep the taps on and the bills in check. The city's Department of Watershed Management (DWM) rolled out PromisePay on Tuesday, a payment option that lets residential and commercial customers spread past-due water balances into installments instead of facing sudden shutoffs.
The program allows eligible customers to set up repayment plans, adjust payment dates and request short extensions, all aimed at avoiding service interruptions. “PromisePay gives customers more flexibility and greater control in managing their water bills, while helping them stay on track and avoid service disruptions,” DWM Commissioner Greg Eyerly said in a statement.
How PromisePay works
According to WSB-TV, eligible customers can build repayment plans that run from two to 12 months, then enroll through a secure online form the city says takes only a few minutes to complete. The station reports that customers who are already on an existing Atlanta DWM payment plan will stay on that current agreement and can check PromisePay eligibility after their present plan ends or is canceled.
Enrollment, fees and avoiding shutoffs
Per the Atlanta Department of Watershed Management, PromisePay plans do not charge interest, but there are transaction fees depending on the payment method. ACH transfers cost $0.50 per payment, while debit, credit, Apple Pay and Google Pay transactions cost $3 for payments up to $150 or 3% for larger amounts.
The DWM's PromisePay FAQ notes that customers must keep paying new DWM bills directly while they are on a plan, so the installment plan only covers past-due balances. Customers whose service has already been disconnected must make a 50% down payment and then enroll the remaining balance in a PromisePay plan before reconnection can begin. The agency says that staying current on both PromisePay installments and new bills is the path to avoiding future shutoffs.
PromisePay in other cities
PromisePay has been used by utilities in other regions to cut down on unpaid balances and reduce turnoffs. For example, WSSC Water launched a similar program in 2023 and reports that it helps customers avoid late fees and reconnections. Local officials say Atlanta's version follows the same basic playbook, pairing flexible schedules with automatic reminders and customer support options.
Customers can check eligibility and enroll through the city's PromisePay portal or call Promise at (678) 981-7336 for help with setting up a plan. DWM customer service remains available through 311 or at 404-546-0311 for general billing questions. The DWM and its partners stress that enrollment is quick, and that keeping up with both PromisePay payments and new bills is critical to maintain service and avoid reconnection fees.
