Payments FAQ

  • Why is my Visa Card in My Wallet not an option when I am setting up Recurring Cards?

    If a convenience fee applies to your payment you will be unable to use a Visa Card.   If you would like to make a payment without a convenience fee, you can sign up for Direct Debit.

  • Can I make payment through Paperless Billing?

    Click on Pay Now in your Paperless Bill.  You can sign in and pay your bill on  When you're signed up for Paperless Billing you to make a payment through your bank account (ACH) for free. You can also pay using your ATM/Debit/Credit account, although a convenience fee may apply.

  • Do I qualify for an interest-free payment plan?

    Veolia Water New York, Inc. is piloting the PromisePay payment program with a select number of customers who have past due debt in its Rockland rate district. If you received direct communication about this program and are past due on your bill, you may be eligible for a payment plan through PromisePay. Please contact Veolia Water New York, Inc. if you are interested in checking your eligibility for another program.

  • Do you accept credit cards?

    Yes, we accept Visa, Mastercard and American Express.

    In addition, we offer several other payment options:

    * Direct Debit

    * Payment by check

    * Payment by cash in person

    View more information on Payment Options.

  • Do you offer payment plans?

    Yes we do. For more information and to see if you are eligible, please contact our Customer Service Center at

  • How are convenience fees calculated?

    Online payments are processed by Speedpay.  Please note that Speedpay charges a processing fee for each transaction.  Veolia does not receive any revenue from the fee charged by Speedpay for processing payments.

    Prefer to use a payment method without processing fees?  Please consider signing up for Direct Debit.  

  • How can I get help to pay my bill?

    Veolia Water New York, Inc. is offering payment plans to help you pay your past due balance.

  • How do I cancel a recurring schedule?

    You can manage your Recurring Payment Schedule from the My Account Summary tab.  Navigate to the bottom of the Account Summary page.  Select "Manage" next to Automatic Payment under the Billing Information Section.  

    You can also manage Recurring Payment Schedule from "How can we help you" dropdown on the Account Summary page.  Select  Sign up for Automatic Payments.  Then select Recurring Cards and a message will display stating that you're already enrolled in Recurring cards with a link to "cancel your recurring payment plan."  Click on this link and you will then be taken to a confirmation page.  Select "DELETE THIS RECURRING PAYMENT." 

  • How do I cancel my Direct Debit?

    Please contact our Customer Service Center at .

  • How do I keep my water on if I'm enrolled in PromisePay?

    Once you are enrolled in a payment plan with PromisePay, you have to keep up on your monthly payments AND pay all future water bills directly with Veolia Water New York, Inc. If you stay current on both your plan payments and pay all new water charges, you can avoid shut offs and late fees.

  • How do I sign up for PromisePay?

    Sign up in minutes with three easy steps:

    1. Choose a plan that works for you. We offer a wide range of options.

    2. Make your first payment. We accept credit/debit cards and bank transfers (ACH).

    3. Pay off your balance over time with no interest and no late fees. We make it easy with automated monthly payments and reminders.

  • How flexible are these payment plans?

    If you need an extension for your plan payment or need to make a change to your plan, just let us know. We are here for you and will do whatever we can to help you make it work.

  • I need to make changes to my PromisePay plan. Who should I call?

    Call PromisePay at 1-845-539-0465. Agents are available Monday through Friday, from 8am - 4:30pm EST.

  • If I sign up for a payment plan, am I still eligible for grants or other services?

    Yes, if you sign up for a payment plan with PromisePay you can still get any available community-based grants or other relief that you are otherwise qualified for.

  • If you are currently or planning to do shut offs, how do you let your customers know they are at risk for shut off? Does PromisePay plan provide protection from shut offs?

    We contact customers at risk for shut off via letter first and then door hanger. Enrolling in a PromisePay plan and continuing to pay your current water bill, prevents you from shut off or water disconnection. 

  • Is Veolia Water New York, Inc. currently doing service disconnections?

    Yes. Please contact Veolia Water New York, Inc. directly at (877) 426-8969 for questions about shut offs.

  • My service is shut off, what do I do to get my services restored?

    Customers must contact Veolia Water New York, Inc. directly at (877) 426-8969 to request to have services restored.

  • Once I’m enrolled in PromisePay, where do I pay my new water bills, to PromisePay or Veolia Water New York, Inc.?

    Your new bills must be paid to Veolia Water New York, Inc. to keep your water on. Your payment plan payments will be processed by PromisePay. PromisePay is here to help you pay off your past due balance.

  • What are all of the different ways I can pay my bill?

    Please visit our Payment Options page to see all of the different ways to pay your bill. 

  • What are Automatic Payments?

    Veolia offers different options for paying your bill.  You can sign up for Direct Debit and your bill is automatically deducted from your checking or savings account each billing period.  We also offer Recurring Cards and you can set up your own schedule to pay your bill and use your credit, debit or ATM card.