Richmond, VA —  The City of Richmond Department of Public Utilities (DPU) is providing the following updates related to the MyHQ customer portal and automatic payments since Wednesday, July 8.

Progress includes:

• Automatic payments through MyHQ have been successfully restored, and scheduled AutoPay transactions for enrolled customers are now processing as expected. No action is required by customers. (A reminder that any customer using Bill Pay through a financial institution should update their account number with that institution to ensure correct processing).

• The MyHQ customer portal now defaults to customers' new utility account numbers in the account selection drop-down menu, helping customers navigate to the active account information and reducing confusion.


DPU continues working closely with its technology and payment processing vendors to resolve the remaining known issues related to the implementation of its new customer information and billing systems. The department remains committed to providing updates as additional improvements are made.

DPU appreciates customers' continued patience as these improvements are completed.

Customers can find the latest information, including how to locate their new account number, by visiting rva.gov/public-utilities/accountupdate or by following DPU's official social media channels.

About The City of Richmond Department of Public Utilities

The City of Richmond Department of Public Utilities provides natural gas, water, wastewater, stormwater and streetlight services to more than 500,000 customers in the Richmond metropolitan area. DPU is committed to safety, reliability and innovation in delivering essential utility services that support the city’s residents, businesses and environment.