ABOUT YOUR BILL
Payment Options
There are five ways in which you can pay your service bill: online, by mail, phone, automatic bill payment, or in person at the BWS or at a satellite City Hall.
| PAYMENT BY | CONTACT INFORMATION | PAYMENT ACCEPTED |
|---|---|---|
|
Online |
|
|
|
|
|
|
|
Phone |
|
|
|
Automatic Bill Payment (ABP) |
|
|
|
In Person |
|
|
PAYMENT ARRANGEMENTS
- Call: (808) 748-5000, x4
- Email: collections@hbws.org
- Online: Online Form | Fillable PDF
BILLING DISPUTES
- Call: (808) 748-5000, x5
- Online: Online Form | Fillable PDF
Moving or Vacating
All water and sewer charges will continue to be your responsibility until you notify us to close your account under your name. Stop service request forms are available online.
Not Paying Your Bill On Time
- If payment is not received by the "PAYMENT MUST REACH US BY" date on your bill, the entire amount shall become past due and a Final Notice will be issued.
- If you receive a Final Notice, all past due amounts must be received by the Final Notice date or water may be discontinued.
- If your water is turned off for non-payment, you will be required to pay your bill in full plus a turn-on charge before your water can be restored.
Collections
The Honolulu Board of Water Supply (BWS) and other City departments have retained the services of Medcah, Inc., a collection agency, to assist with collection of delinquent accounts. Once an account has been referred to Medcah, customers should call them directly to make payment or establish a repayment plan.
MEDCAH, INC.
P.O. Box 1187
Kailua, HI 96734
www.medcah.com
(808) 266-2020
Hours: 8 a.m. to 5 p.m., Monday-Friday
Updated: 01/05/2026
Automatic Bill Payment
What is Automatic Bill Payment (ABP)?
Through the Automatic Bill Payment (ABP) service, your participating bank, savings and loan, or credit union can pay your water (and sewer) bill by automatically deducting the amount due from your financial account.
What happens when I sign up for an Automatic Bill Payment?
Your financial institution automatically deducts the amount due for your water (and sewer) bill from your checking or savings account.
How can I sign up for Automatic Bill Payment?
Mail a completed Automatic Bill Payment (ABP) Authorization Form to:
Board of Water Supply
Customer Care Division - Collection and Credit
630 South Beretania Street
Honolulu, HI 96843
When will the Financial Institution deduct it from my account?
Deductions will be made ten (10) days after your water bill is mailed, giving you enough time to review the bill and, if necessary, call the Customer Care Division at (808) 748-5020.
How much does this ABP service cost?
It's free.
May I stop payment at any time?
You may stop any automatic payment by contacting your financial institution three (3) or more business days before the payment is scheduled to be made. The stop payment may be subject to a charge by your financial institution.
What happens if there are insufficient funds in my account?
The returned payment will be subject to established charges for a returned check. If two (2) payments are returned during a 12-month period, your Automatic Bill Payment will be terminated.
Who may I call if I have any questions about Automatic Bill Payment?
Call the Customer Care Division of the Board of Water Supply at (808) 748-5020. Or contact us via e-mail at customerservice@hbws.org.
My Account Portal
What are the features on the My Account portal?
The My Account portal provides customers with control over their Board of Water Supply (BWS) account.
- Update your account profile (new feature)
- Start/stop service (new feature).
- Go “green” with paperless billing.
- Communicate with BWS via secure messaging to report billing issues and concerns (new feature).
Additional features are available for single-family residential accounts only:
- Online bill payment using Visa, MasterCard, and Discover card with no card processing fee.
- Allow for guest payments on an account (new feature).
Can I arrange for automatic online bill payment via my credit card?
We do not offer this service currently. It may become available in a future upgrade.
How secure is my account information and payment on the My Account portal?
The BWS has safeguards in place to ensure safe transactions and protection of customers’ personal information with security questions and a CAPTCHA challenge.
If I experience problems with registering for the My Account portal, who can I call for help?
For questions or assistance with registering, please contact the BWS Customer Care staff during office hours 7:45 AM to 4:30 PM, Mondays through Fridays:
- Email: customerservice@hbws.org
- Phone: (808) 748-5000 and press Option 5
How do I register to use the My Account portal?
To register, you will need your account number. Find your account number on your bill or call the BWS at 748-5030 to request for it, then go to www.boardofwatersupply.com and click on “My Account Portal” to be directed to the login page.
Credit Card Acceptance Policy
When will the change in credit card acceptance policy begin?
Effective January 1, 2017, the BWS will accept credit card payments from residential single-family accounts only.
Why is the BWS only accepting credit card payments from single-family residential customers?
The BWS has been absorbing the fees the bank charges for the processing of credit card transactions. Unfortunately, due to the renewed terms of the BWS’s contract with the bank, the BWS can no longer afford to include non-residential customers (customers who are not billed at the single-family residential water rate) in this payment option.
Which customer classes are affected by this change?
Customers who are not billed at the single-family residential water rate are affected by this change. This includes multi-family residential, agricultural, non-residential, and non-potable water customer accounts.
Does this change affect both the water bill and sewer bill?
Yes as payments for both are handled by the Board of Water Supply. The credit card acceptance policy applies to all bills for accounts that do not pay the single-family residential rate either for water or sewers.
What payment options remain available for customers affected by the change in the payment acceptance policy?
Customers affected by this change may still use alternative methods of payment such as cash, check, or automatic deductions from their checking or savings account.
Which credit cards are accepted to make a payment? What about debit cards?
BWS only accepts Visa or MasterCard credit card payments for single-family residential accounts.
Who may I contact if I have additional questions?
For more information about the change or any questions regarding your account, please call the BWS Customer Care Division at (808) 748-5030.
General FAQ
Where is the Board of Water Supply office?
The Board of Water Supply administrative headquarters and customer service lobby are located at its Public Service Building at:
Board of Water Supply
630 South Beretania Street
Honolulu, HI 96843
(get directions)