RICHMOND, VA- Beginning September 1, 2025, updates to the City of Richmond Department of Public Utilities PromisePay payment plan terms will go into effect to support the upcoming transition to a new customer portal in early 2026.

Key Changes:

• New PromisePay plans established on or after September 1, 2025, will be eligible for repayment terms of up to 12 months (reduced from current 36 months). Customers with existing payment plans established before September 1, 2025 can keep their existing repayment terms.
• Customers in good standing will have one opportunity to add an additional balance to their current PromisePay Payment Plan balance.

Customers needing longer repayment terms for significant past due balances are encouraged to take advantage of this opportunity now!

These updates reflect an effort to streamline services ahead of the upcoming launch of DPU’s upgraded customer portal, designed to improve customer experience and account management. Additional financial assistance options are available at rva.gov/public-utilities/billing, including MetroCare assistance programs.

PromisePay Payment Plans are a convenient, flexible payment option available to residential and commercial gas or water utility customers with a past-due balance. The PromisePay portal offers a range of payment plan options, an automatic payment feature, opt-in payment reminders and other account notifications through text messaging.