Frequently asked questions

What is PromisePay?

PromisePay is an online service that makes it easy to pay off your total balance and become debt-free. PromisePay works with Louisville Water and MSD to offer flexible payment plans for your water debt.

Why are Louisville Water and MSD offering payment plans?

Times are tough, and many are suffering from the effects of COVID-19 and the economic downturn. Louisville Water and Louisville MSD offer payment plans to help customers get back on their feet and protect themselves from water shutoffs.

Are there any transaction fees?

There is a small transaction fee of $2.50 for all credit, debit, Google Pay and Apple Pay payments up to $500.

For bank transfers (ACH), the fee is reduced to $1.50 for all payments up to $500.

For all payments of $500 or more, there is a 3% transaction fee.

How do I sign up?

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 the flexibility to make changes when you need it. We make it easy with automated monthly payments and reminders.

Do I qualify for a flexible payment plan?

Anyone with a total balance of $250 or more is automatically qualified for a flexible payment plan.

What charges does this plan cover?

Your payment plan covers your past due balance and your current charges as of today. You must pay all new water bills with Louisville Water directly.

Once I’m enrolled, where do I pay my new water bills, to PromisePay or Louisville Water?

Your new bills must be paid to Louisville Water to keep your water on. Your payment plan payments will be paid to PromisePay. PromisePay is here to help you pay off your past due balance and your most current bill only.

How flexible are these payment plans?

If you are going to be late with a payment or need to make a change to your plan, just let us know. We are here for you.

How do I keep my water on?

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 Louisville Water. If you stay current on both your plan payments and pay all new water charges, you can avoid shut offs and keep your account in good standing.

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.

Is Louisville Water currently or planning to do shut offs?

Yes, Louisville Water will disconnect water service for non-payment of bills. Sign up for a flexible payment plan to avoid losing water service.

I want a different plan. Who should I call?

Call PromisePay at 502.369.7669. Agents are available Monday through Friday 8am–6pm.

I have a question about my bill. Who should I call?

Call Louisville Water directly at 502.583.6610. Agents are available Monday through Friday 8am–6pm.

I had a water leak and need an adjustment to my bill. What can I do?

You can fill out this form for a leak adjustment and submit the form to Louisville Water.

I’m a landlord and want to set up the water bill in another name. What can I do?

You can fill out the landlord agreement form and submit the form to Louisville Water.

I want to change the name or address on the account. Who should I call?

Call Louisville Water directly at 502.583.6610. Agents are available Monday through Friday 8am - 6pm. For more information, visit Louisville Water’s website here.