Aqua customer service can help with water and wastewater bills, payments, service interruptions, water-quality concerns, starting or stopping service, shutoff notices, account problems and customer-assistance programs. Aqua provides regulated water and wastewater service in eight U.S. states and operates as part of Essential Utilities.
How to Contact Aqua Customer Service
- Customer Service: 1-877-987-2782
- Routine start/stop service hours: Monday-Friday, 8:00 AM-5:00 PM
- Emergency or water-quality concern: Call 1-877-987-2782
- Online contact form: Contact Aqua
- Service alerts and outages: Aqua Service Alerts
- Start or stop service: Start or Stop Aqua Service
- Billing and payment options: Aqua Payment Options
- Corporate headquarters: Essential Utilities, Inc., 762 W. Lancaster Avenue, Bryn Mawr, PA 19010
- Official website: AquaWater.com
Aqua currently serves customers in Illinois, Indiana, New Jersey, North Carolina, Ohio, Pennsylvania, Texas and Virginia.
Best Aqua Support Route by Issue
- No water or widespread service outage: Check the Service Alerts page and call 1-877-987-2782.
- Water-quality concern: Call Aqua directly. Do not use the general online contact form for an urgent water-quality issue.
- High or unexpected bill: Review water usage and possible leaks, then contact Customer Service.
- Shutoff notice: Contact Aqua immediately and ask about the amount required, payment arrangements and assistance programs.
- Start, stop or move service: Use Aqua ePortal or call Customer Service.
- Payment problem: Review the account in ePortal and keep the payment confirmation number.
- Possible leak: Check water usage and Aqua’s state-specific leak and assistance information.
- Property-damage claim: Use Aqua’s dedicated online claim form rather than the ordinary billing-contact form.
Information to Have Before Contacting Aqua
- 16-digit Aqua account number
- Account holder’s name
- Service address and ZIP code
- Current water bill
- Payment confirmation if a payment has already been made
- Shutoff or service notice, when applicable
- Dates and details of a service interruption
- Photos or repair documentation for a leak or property-damage issue
- Previous Customer Service case or confirmation information
Aqua Water Outages and Service Alerts
Aqua publishes current water and wastewater service alerts through its official Service Alerts page.
Use the Aqua Service Alerts page to check for:
- Water-service interruptions
- Water main breaks
- Boil-water advisories
- Water-quality notices
- Planned work affecting service
If you are experiencing a widespread outage that is not shown online, call 1-877-987-2782.
For an active boil-water or water-quality advisory, follow the instructions issued by Aqua and the applicable state or local health/environmental authority until Aqua announces that the advisory has been lifted.
Aqua WaterSmart Alerts
Aqua customers can enroll in WaterSmart Alerts to receive notifications about water-quality issues and service interruptions.
Available notification methods can include:
- Text message
- Telephone call
Enrollment generally requires the 16-digit Aqua account number, ZIP code and last name or company name shown on the account.
Use the Aqua WaterSmart Alerts page to enroll or update notification information.
How to Pay an Aqua Water Bill
Aqua currently provides several payment options.
Customers can:
- Pay through Aqua ePortal
- Make a one-time online payment
- Pay by telephone through Speedpay
- Pay by mail
- Use an approved in-person payment location
For telephone payments through Speedpay, call 866-269-2906. Aqua currently states that Speedpay charges a processing fee.
The current Aqua payment mailing address is:
Aqua
P.O. Box 70279
Philadelphia, PA 19176-0279
Checks should be made payable according to the state-specific Aqua company shown on the bill.
Aqua Shutoff Notices and Same-Day Payments
If you receive a water-service shutoff notice, act before the scheduled disconnection date.
Aqua specifically warns that if you make a one-time ePortal payment on the same day service is scheduled to be shut off, you should also call Customer Service at 1-877-987-2782 with the payment confirmation number.
Do not assume an online payment automatically cancels a scheduled field service order.
Ask Aqua to confirm:
- The current amount needed to prevent disconnection
- Whether the payment has posted
- Whether a payment arrangement is available
- Whether you qualify for an assistance program
- Whether the shutoff order has been cancelled
Keep the payment confirmation and any case number.
Aqua Customer Assistance Programs
Aqua offers financial-assistance programs in several states, but available programs and eligibility rules vary.
Options can include:
- Aqua Aid grants
- Customer Assistance Program discounts
- Payment arrangements
- Leak-repair assistance in qualifying areas
Use the Aqua Customer Assistance Programs page and select your state.
If you are having difficulty paying a bill, contact Aqua before the account reaches the disconnection stage when possible.
High Aqua Water Bills and Leaks
A higher-than-normal water bill can be caused by increased usage, a longer billing period or a plumbing leak.
Possible signs of a leak include:
- A toilet that continues running
- Water sounds when no fixtures are being used
- Wet areas around pipes
- Unexpected movement on the water meter
Aqua recommends checking the meter before and after a period when no water is used. Continued meter movement can indicate a leak.
Contact Customer Service if you believe the meter or usage needs review.
Aqua Leak Adjustments
Leak-adjustment rules differ by state.
Aqua may consider a credit in certain states after a qualifying major leak has been repaired and the customer submits the required documentation.
However, not every leak qualifies, and Aqua currently states that it does not offer leak adjustments in Pennsylvania.
Rules for toilets, water heaters, pools, service lines and other leaks differ in Illinois, Indiana, New Jersey, North Carolina, Ohio, Texas and Virginia.
Use Aqua’s current leak-adjustment information or call Customer Service before assuming that a high bill will be reduced.
Starting or Stopping Aqua Service
Customers in Aqua’s eight service states can use Aqua ePortal to begin or stop service.
For new service, be prepared to provide:
- Service address
- ZIP code
- Requested start date
- Previous Aqua account information if applicable
Stopping service online requires signing in to the Aqua account.
Customers who prefer telephone assistance can call 1-877-987-2782. Aqua’s current start/stop page lists live representatives Monday through Friday from 8:00 AM to 5:00 PM.
Save the start or stop confirmation, especially when moving from a property.
How to File an Aqua Property-Damage Claim
Aqua provides a separate claim process for general liability matters such as bodily injury or property damage believed to have been caused by Aqua.
Use the Aqua Claims form rather than the claims process for ordinary billing, account or leak-adjustment questions.
Aqua currently says a claims representative generally contacts the claimant by email within approximately 7 to 10 business days after submission.
A claim submission does not mean Aqua has accepted responsibility for the loss.
Aqua America and Essential Utilities
The company formerly known as Aqua America changed its corporate name to Essential Utilities, Inc. in 2020.
The Aqua name continues to be used for the company’s regulated water and wastewater operations.
Essential Utilities’ current headquarters is:
Essential Utilities, Inc.
762 W. Lancaster Avenue
Bryn Mawr, PA 19010
Routine water-service, billing, payment and outage issues should still begin with Aqua Customer Service rather than the corporate office.
How to Escalate an Aqua Customer Service Problem
- Call 1-877-987-2782 or use the appropriate Aqua online service.
- Provide the account number and service address privately.
- Explain the billing, payment or service issue in a short timeline.
- Ask for a case or confirmation number.
- Keep bills, payment records, notices and written correspondence.
- If the dispute involves regulated utility service and remains unresolved, review the consumer-complaint process of the state utility commission or regulator responsible for your Aqua service area.
Aqua Reviews and Complaints
CustomerServiceNumbers.com currently displays an Aqua rating of 3.0 out of 5 stars based on 2 reviews.
Both reviews are historical and date from 2014 and 2015.
A September 2015 reviewer says water service was disconnected after the reviewer had received confirmation of payment. The reviewer reports paying more than $200 to have service restored and says restoration took more than 24 hours.
A May 2014 reviewer from Indiana says a water and lawn-sprinkler account had been closed after moving in 2012, but approximately two years later the reviewer received a welcome letter indicating that the sprinkler account at the former residence had been opened again.
These two posts support historical concerns involving billing, disconnection and account closure, but two reviews from more than a decade ago are not enough to establish current Aqua customer-service trends.
What to Include in an Aqua Review
Helpful reviews can describe:
- State and general service area
- Billing or payment issue
- Water outage or restoration
- Start or stop service
- Shutoff or reconnection experience
- Water-quality support
- Leak or high-bill issue
- Customer-service response time
- Whether the issue was ultimately resolved
Privacy Warning for Aqua Reviews
Do not publish your Aqua account number, full service address, telephone number, email address, bank information, payment-card details, payment confirmation number or other sensitive information in a public review.
Crop bills, shutoff notices, payment receipts and service documents before posting photographs publicly.
Provide identifying account information privately through Aqua’s official customer-service channels.
Related Utility Customer Service Pages
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CustomerServiceNumbers.com has helped consumers find customer-service information and share service experiences since 2004. We independently organize official contact routes and public customer feedback so readers can identify the appropriate company contact for billing, service, outage or account problems.
Share Your Aqua Customer Service Experience
Have you contacted Aqua about a water bill, payment, outage, shutoff notice, service restoration, leak, water-quality concern or account problem? Leave a rating and review below. Explain your general service area, which support route you used, how long the response took and whether the issue was resolved.
Comments are moderated. Do not include account numbers, service addresses, phone numbers, email addresses, payment information or other sensitive personal information.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer-information website and is not affiliated with Aqua, Essential Utilities, Inc., any Aqua operating utility, Speedpay, HomeServe or any state utility regulator. Aqua does not provide customer support through this website.
Phone numbers, support hours, payment fees, assistance programs, state rules, leak-adjustment policies and service procedures can change. Contact Aqua directly and review current state-specific utility information for decisions concerning an individual account or service issue.
