Frequently asked questions

PromisePay is an online service that makes it easy to pay off your total water bill balance and become debt-free. PromisePay works with Connecticut Water and other utilities to offer flexible, interest-free payment plans for past due bills.

Connecticut Water is offering flexible payment plans through PromisePay to help you pay the balance of your bill in a way that works best for you. Some customers may also receive grants through programs, such as the Federal Low-Income Household Water Assistance Program, to pay part of their past-due balance.

There are no transaction fees for customers to utilize Promise Pay to set up payment plans.

All Connecticut Water customers are eligible for a PromisePay payment plan. Customers who are enrolled in the Company’s Water Rate Assistance Program or have been designated as medical hardship customers may also be eligible for a zero-down payment plan, which allows you to enroll without making an upfront payment.

Yes, customers with existing Connecticut Water payment plans can sign up for a PromisePay plan.

Connecticut Water’s goal is to ensure that you can comfortably navigate your financial obligations while maintaining your essential water service. Connecticut Water offers payment plans to help customers get back on their feet and protect themselves from subsequent late fees or water service disconnections.

No, PromisePay payment plans are interest-free.

Sign up in minutes with three easy steps:

1. Choose a plan that works for you. We offer a wide range of options.
2. Add your payment method. We accept credit/debit cards and bank transfers (ACH). If you are eligible for a $0 Down payment Plan, you will not be charged until your first monthly payment, approximately 30 days after enrollment.
3. Pay off your balance over time with no interest or late fees. We make it easy with automated monthly payments and reminders.

No, please omit the '00' or '000' at the beginning of your account number when logging into PromisePay. For example, if your account number is '00123456', please only insert '123456'. Another example, if your account number is '00055555', please only insert '55555'. If you have any questions or challenges logging into your account, please call Promise at (860) 784-7860.

Your payment plan will cover your balance as of the day you enroll. You must continue to pay all new water bills by the due date to Connecticut Water.

New bill charges will be paid to Connecticut Water - you must continue to pay your new bill charges directly to Connecticut Water. Your agreed upon PromisePay plan payments must be paid to Promise.

If you need an extension for your plan payment or need to make a change to your plan, changes can be made as long as a payment is made each month. In addition, a customer is allowed to add one current Connecticut Water bill to their existing PromisePay plan if their PromisePay plan is in good standing.

If you stay current on both your agreed-upon PromisePay plan payments AND pay all new water service charges directly to Connecticut Water before the bill due date, you can avoid water service disconnection and subsequent reconnection fees.

Customers must stay up-to-date on both their PromisePay plan and current Connecticut Water bill to avoid water service disconnection. Failing to stay up-to-date on your current Connecticut Water bill could lead to service disconnection. Connecticut Water customers who are in good standing with their PromisePay plan are allowed to add one current bill to their PromisePay plan during the lifetime of the plan. To see if you are eligible for a one-time add from your current Connecticut Water bill, please call Promise at (860) 784-7860.

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.

Please call Connecticut Water directly at 1-800-286-5700. Agents are available 8:00 AM - 4:30 PM EST.

Please call Connecticut Water directly at 1-800-286-5700. Agents are available 8:00 AM - 4:30 PM EST.

Yes. For questions about service disconnections, please call Connecticut Water directly at 1-800-286-5700. Agents are available 8:00 AM - 4:30 PM ET. If you have a past-due balance, you will need to pay your bill to avoid having your water service discontinued. You must stay up-to-date on both your PromisePay plan AND current Connecticut Water bill to avoid a shutoff.

Yes, it can help. But to fully avoid disconnection of service, you’ll need to continue paying both your PromisePay payment plan AND your current Connecticut Water bill.

Please call Connecticut Water directly at 1-800-286-5700. Agents are available 8:00 AM - 4:30 PM ET. Connecticut Water will require reconnection downpayment. Following the down payment, the Connecticut Water CSR will transfer the customer to Promise to complete the enrollment process in a PromisePay plan.

Your bill is considered delinquent 30 days after the original invoice date. Once an account is past due, the person or entity listed on the bill and responsible for the payment is mailed a Past Due Notice.

Connecticut Water offers a zero-down payment plan for customers who are enrolled in the Water Rate Assistance Program or who have submitted medical hardship paperwork. If you are eligible, you can enroll in a PromisePay payment plan without making an upfront payment. You will still need to add a payment method when you sign up, and your first payment will be processed approximately 30 days after enrollment.

Income or medically-eligible customers have already been identified by Connecticut Water. When you visit the PromisePay portal — no additional application is needed on your end. If you have questions about your eligibility, please call Connecticut Water directly at 1-800-286-5700.

Connecticut Water customer support agents are available 8:00 AM - 4:30 PM ET. Connecticut Water recognizes the following holidays, on which representatives are not available:

• New Year’s Day
• Presidents Day
• Memorial Day
• Fourth of July
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve
• Christmas Day

PromisePay recognizes the following holidays and our customer representatives are not available:

• New Year's Day
• Martin Luther King Day
• Presidents' Day
• Memorial Day
• Juneteenth
• Fourth of July
• Labor Day
• Indigenous Peoples' Day
• Veterans Day
• Thanksgiving Day
• Friday after Thanksgiving
• Christmas Eve
• Christmas Day
• New Year's Eve