Frequently Asked Questions

Many customers have requested the option to receive their bills electronically and the City of West Palm Beach is determined to meet those needs in serving both the community & the environment.

To enroll in e-Billing you will need to contact a Customer Service Representative with your request at 561-822-1300 or fax your request to 561-822-1299. You can access utility bill information 24 hours a day by registering and adding your account to the payment system. If you choose to "go green" you will receive electronic notifications when your new bill is available to view in your customer portal.

No, that’s the great thing, this service is free!

You will need to contact a Customer Service Representative with your request at (561) 822-1300 or email your request to utilitiesmailbox@wpb.org or fax your request to (561) 822-1299.

Click the “Forgot My Password” and follow the on-screen instructions.

• It’s the environmentally friendly choice
• No chance of bills getting “lost” in the mail
• Bills are available sooner
• Convenience

YES, please visitPaymentusto register your account and enroll in auto pay. If you have questions, please contact a Customer Service Representative at (561) 822-1300.

You will continue to receive a paper notice in the mail…as well as a notice on your following bill.

1. Water Usage & Service Charge
2. Wastewater Usage & Service Charge
3. Sanitation Service & Recycling
4. Stormwater Management
5. Applicable Utility tax

Upon activation of the water service, a one time non-refundable service initiation fee is charged.
Why do I still have to pay a monthly fee even though my services are not being used or the account has been closed?

Service Charges for water, wastewater and stormwater are necessary to recover the on-going expenses required to keep service available to your property.

• Yes. Deposits are required from every customer except governmental entities.
• Multi-residential and commercial deposits are guaranteed payment of the final bill and are therefore retained by the City until the account is closed.
• Single family residential deposits may be billed and are due with the first monthly statement.
• All commercial deposits must be paid in advance before service is connected.
• Minimum deposits are set per most current resolution.

Single Family Residential Accounts – Payments received on or before the due date for 12 consecutive months will have its deposit credited to the utility bill per Resolution 288-04.

Multi-family residential and commercial Accounts – Deposits are returned only when service is discontinued. Deposits will be applied to the final bill and the remaining balance, if any, will be refunded by check in the account holder’s name.

Utility accounts are billed monthly and due upon receipt and past due 21 days after which it is billed. Monthly remittance may be mailed in for posting. However, if water disconnection has occurred for delinquent bills, payments must be made at City Hall, over the telephone or the internet via your credit card or checking account in order to restore service as quickly as possible.

• All payments must be payable to the City of West Palm Beach. Field representatives do NOT accept any payments.
• Late Payment fees shall be charged and imposed on all accounts which are delinquent in the payment of their monthly utility bill, where payment has not been received within 21 days of the date of the bill.
• Reminder letters are automatically generated and mailed to the customer if payment is not received by the due date stated on the bill.
• Three late payments within a 12 month period will require a new deposit to be billed for all accounts that do not have deposits on record.

• Online
• Over the phone by calling 561-822-1300
• Mail payment to:

City of West Palm Beach
PO Box 30000
Tampa, FL 33630-3000

All payments are posted within 24 hours.

Yes. Please visit Paymentus to register your account and enroll in auto pay. If you have any questions, please contact a Customer Service Representative at (561) 822-1300.

City Ordinance states that after the water is turned off, all outstanding utility charges must be paid before service can be restored. In addition, there is a service charge for every trip we make to turn your service on or off, which accumulates on the account.

Yes, upon request from the customer, the City shall re-read the customer’s water meter to determine if the reading in question is accurate. If the initial meter reading was found to be accurate, the customer shall be charged for the meter re-reading according to the City’s resolution then in effect. However, if the reading was found to be inaccurate, there shall be no charge.

You may call (561) 822-2210 for assistance. There will be a charge for after hour services.

The procedure varies with the reason for the name change:

1. If the last name on the account is your maiden name or a name from a previous marriage, submit your request along with a copy of your marriage certificate.
2. If the name on the account is your former spouse’s, you and your former spouse must submit a notarized letter stating that you both agree to the change and the former spouse will give up any claim on the deposit.
3. If a spouse is deceased, the surviving spouse may submit a request for a FIRST name change only along with a copy of the death certificate. Changing the name from one customer to another, excluding the above requires the payment of a new deposit.

The City of West Palm Beach is responsible for the repair of leaks on the street side of the meter. Any pipe repairs and consumption charges that result from damages on the consumer side of the meter are the responsibility of the property owner.

If so, you may be eligible for a water adjustment. Review Ordinance #4819-18(PDF, 607KB)  for details. Prior to completing the Leak Credit Request form please contact customer service for eligibility at 561-822-1300. If all qualifications are met the Leak Credit Request Form(PDF, 213KB) will be required along with other pertinent information.