Madison Suburban Water Utility Help Desk for Bills, Login and Service
Use this guide to pay a Madison Suburban Utility District water bill, register for the online customer portal, call the correct MSUD phone number, avoid account-number login mistakes, mail a payment, use the lobby or drop box, understand card and EFT fees, handle nonpayment reconnection, start or close water service, request a leak adjustment, separate MSUD water from Metro or Goodlettsville sewer bills, and find the latest drinking-water report.
Start Here: Choose the Right MSUD Action
User need |
Official route |
Prepare first |
Do not miss |
|---|---|---|---|
Pay online / view bill |
MSUD customer portal from the official MSUD site. |
Account number including the dash, name exactly as shown on the bill, email and payment method. |
Do not include leading zeros during portal registration. |
Pay by phone |
Call 615-868-3201. |
MSUD account number, customer name, service address and payment method. |
The same number is also the Customer Service Call Center number. |
No water due to nonpayment |
Pay the full invoice, then email restores@msud.net. |
Payment confirmation, account number, service address and customer name. |
MSUD says service reconnections are performed during normal business hours only. |
Billing question / account help |
Call 615-868-3201 during call-center hours. |
Bill copy, account number, payment proof, meter/leak notes or final-confirmation number. |
Customer service call center hours are 7:30 AM-4:00 PM, Monday-Friday. |
Mail payment |
Madison Suburban Utility District, P.O. Box 306140, Nashville, TN 37230-6140. |
Check or money order, bill stub and account number. |
Use the payment address, not the general correspondence address, for mailed payments. |
Visit office / drop documents |
Business Office, 721 Myatt Drive, Madison, TN 37115. |
Bill, ID, account number, form, repair proof or service application. |
MSUD contact page says lobby is open Tuesday and Thursday only. |
After-hours water emergency |
Call 615-865-1636. |
Address, cross street, leak/no-water/pressure issue and time started. |
This number is for emergency after-hours only. |
Sewer or stormwater bill question |
Call Metro Water Services at 615-862-4600 or City of Goodlettsville at 615-851-2200, depending on who bills you. |
Separate the MSUD water bill from Metro or Goodlettsville sewer/stormwater bill. |
MSUD says you do not get two water bills; sewer/stormwater may be billed separately. |
Provider check: this page is for Madison Suburban Utility District of Davidson County, Tennessee. If your bill says City of Madison, Wisconsin; Madison Utilities in Alabama; Nashville Metro Water Services for water; Goodlettsville; an apartment biller; landlord; HOA; or another utility district, use the provider printed on that bill.
Official Madison Suburban Utility District Contact Box
Business Office
Madison Suburban Utility District
Business office:
721 Myatt Drive
Madison, TN 37115
Customer service: 615-868-3201
Fax: 615-868-5595
Hours and Lobby
Call center hours:
7:30 AM-4:00 PM, Monday-Friday
Lobby:
Open Tuesday and Thursday only, according to the contact page.
Email: info@msud.net
Emergency and Reconnection
After-hours emergency only:
615-865-1636
Nonpayment restoration:
Pay full invoice and email restores@msud.net.
Payment Address
Mail payments to:
P.O. Box 306140
Nashville, TN 37230-6140
Include bill stub and account number.
General Correspondence
Mail correspondence to:
PO Box 175
Madison, TN 37116-0175
Use for non-payment correspondence unless a form gives a different address.
Service Area Context
MSUD serves an estimated population of about 70,000 with approximately 19,800 meters in areas including Inglewood, Madison, Goodlettsville and Bellshire.
Its plant capacity is listed at 16.5 million gallons per day.
Official MSUD links:
How to Pay a Madison Suburban Water Bill
Payment method |
Official detail |
Best for |
Watch out for |
|---|---|---|---|
MSUD online customer portal |
The district offers online viewing and payment through its customer portal. |
Viewing bills, paying online, AutoPay, paperless billing, Pay by Text, future payment and payment reminders. |
Register with account number including the dash, no leading zeros, and name exactly as it appears on the bill. |
Credit/debit card online |
InvoiceCloud processes MSUD card and EFT payments. Registration PDF says credit card transactions are capped at $300 per transaction with a $2.15 processing fee. |
Fast payment when the balance is under the per-transaction cap or you can split payments. |
If paying more than $300, multiple transactions are needed and each transaction has a separate processing fee. |
EFT check online |
Registration PDF says EFT check can pay any amount with a $1.95 processing fee. |
Larger balances where multiple card transactions would be inconvenient. |
Double-check account and routing information before submitting. |
Pay by phone |
Call 615-868-3201. |
Customers who prefer phone payment or need staff/account help. |
Have account number, customer name, service address and payment method ready. |
Bank draft |
MSUD links a Bank Draft form from its forms and home pages. |
Customers who want automatic bank drafting; residential bank-draft bills are due the 25th. |
Call MSUD to confirm current draft setup, timing and whether your account is active before relying on it. |
Mail payment |
Send payment to P.O. Box 306140, Nashville, TN 37230-6140. |
Routine bills with enough mailing time. |
Mail is risky near due date, cut-off date or restoration request. |
In person / lobby |
721 Myatt Drive, Madison, TN 37115. Contact page says lobby is open Tuesday and Thursday only. |
Forms, proof, urgent account questions and payment with in-person confirmation. |
Call before driving because lobby availability is limited. |
Drop box / forms |
Leak-adjustment affidavit says forms may be submitted in the drop box in front of the office at 721 Myatt Drive. |
After-hours form or payment drop-off when not urgent. |
For disconnected service, pay full invoice and email restores@msud.net instead of relying only on a drop box. |
MSUD Online Login, Registration Tips and Payment Fees
Registration details
- Go to MSUD.net.
- Select Pay Your Bill.
- Select Sign Up Now.
- Enter account number including the dash.
- Do not include leading zeros.
- Enter name exactly as it appears on the bill.
Portal features
- View bills/invoices online.
- Customize and manage account.
- Sign up for AutoPay.
- Sign up for paperless billing.
- Use Pay by Text.
- Schedule future payment or reminder.
Fee reminders
Card: $300 cap per transaction and $2.15 processing fee per transaction per MSUD registration guide.
EFT check: pay any amount with $1.95 processing fee.
Start from MSUD.net
Open the official district site, then click Pay Your Bill. This avoids wrong-provider pages for Madison, Wisconsin, Madison, Alabama or Nashville Metro Water.
Use bill-exact account details
Type the account number with the dash, remove leading zeros, and match the name exactly as printed on your bill.
Pick the lowest-friction payment method
If the balance is more than $300, EFT check may be easier than multiple card transactions. For urgent past-due accounts, call MSUD before assuming portal payment alone restores service.
Save proof
Save portal confirmation, payment amount, account number, payment method and date/time. If water is off from nonpayment, email restores@msud.net after paying the full invoice.
Paperless tip: MSUD’s registration guide says paperless billing requires email confirmation after choosing the option. Watch for the confirmation email so you do not miss a bill.
Due Dates, Cut-Offs, Discontinuance and Restoration
Residential due
Residential bills are due the 15th of each month.
Bank draft due
Residential bills on MSUD Bank Draft are due the 25th.
Commercial due
Commercial bills are due the 25th of each month.
Cut-off date
Service cut-offs for nonpayment begin on the date stated on the bill.
Issue |
MSUD rule / practical meaning |
Customer action |
|---|---|---|
Residential bill due date |
Residential bills are due the 15th of each month. |
Pay before the due date or call before the account reaches a cut-off date. |
Bank draft residential due date |
Residential bills on MSUD Bank Draft are due the 25th of each month. |
Confirm draft enrollment and bank account availability before the 25th. |
Commercial bill due date |
Commercial bills are due the 25th of each month. |
Commercial customers should call MSUD to establish service and confirm account-specific rules. |
Failure to receive bill |
Service-fee policy says failure to receive a bill does not relieve the customer of payment responsibility. |
Use the online portal or call if a bill does not arrive. |
Discontinuance for nonpayment |
Cut-offs begin on the date printed on the bill; a final discontinuance date is printed if the bill is not paid. |
Pay early and keep proof; do not wait until field crews are scheduled. |
Reconnection after cut-off |
Service is reinstated after payment of bill and associated fees during scheduled work hours of service personnel. |
Pay the full invoice, then email restores@msud.net and include payment confirmation. |
Applicant with delinquency |
MSUD policy allows refusal of service to an applicant or household member who is delinquent or had service discontinued for policy violation. |
Clear old balances before submitting new service or transfer requests. |
Start or Close Madison Suburban Water Service
New service
MSUD’s service application says to complete and submit the form to begin new service. Requests are completed Monday-Friday between 8:00 AM and 4:00 PM, excluding holidays, and the form states MSUD provides next-day service.
Application details
The service application asks for applicant name, business name if any, phone, SSN or tax ID, email, driver’s license, service address, mailing address, ownership/rental status, service start date and card information if applicable.
Close account
To terminate water service, MSUD FAQ says to call the business office at least one business day before the date service should be taken out of your name and keep the Final Confirmation number until you receive a bill marked FINAL.
Service task |
Official detail |
Practical action |
|---|---|---|
Begin new residential service |
Complete the service application or use the new service application link on MSUD.net. |
Submit early enough for next-business-day processing and call for water fees. |
Commercial account |
Service application says commercial account customers must contact MSUD at 615-868-3201 to establish service. |
Call before sending only an online form. |
Meter and access responsibility |
The service agreement says the customer must keep the area around the meter free from overgrowth and obstructions. |
Clear meter box before reads, rereads, service work or leak checks. |
Customer-side lines |
MSUD service agreement says the consumer owns and maintains lateral/service lines or pipes from the meter on the premises. |
Use a licensed plumber for customer-side leaks and keep repair proof. |
Meter damage |
Customer agreement says damage to meter not caused by the District can be charged to the customer. |
Do not tamper with the meter, meter box, lid or battery assembly. |
Final account |
Call at least one business day before you need water taken out of your name and keep the final confirmation number. |
Save the number until the final bill arrives and says FINAL. |
High Bill, Meter Check and Leak Adjustment
2-6 hour test
Turn off all water, record the meter, wait 2 to 6 hours without using water, then compare readings.
Customer side
From the meter connection toward the home/business is customer responsibility.
2x average
Leak adjustment requires the bill to exceed two times average consumption.
One leak per year
Adjustment policy allows one leak adjustment per year when the criteria are met.
One leak per year
Adjustment policy allows one leak adjustment per year when class=”msud26-table-wrap”>
Leak / high-bill step |
MSUD guidance |
What to save |
|---|---|---|
Stop all water use |
Make sure dishwasher, washing machine, toilets, ice maker and faucets inside/outside are not running. |
List fixtures checked and time water was stopped. |
Record first meter reading |
Water meter is usually outside near the street; you may need a flashlight to wake the meter. |
Photo of reading and flow indicator. |
Wait 2 to 6 hours |
Use absolutely no water, including toilet flushing. |
Second reading photo with timestamp. |
Compare readings |
If the reading increased, you may have a leak; if it stayed the same, you do not have a leak. |
Before/after readings and plumber notes. |
Cut off water in emergency |
Locate shutoff valve on street side of the meter, use a crescent or tee wrench, and slowly turn clockwise one-quarter turn. |
Do this carefully; restore counterclockwise after repair if appropriate. |
Possible adjustment |
Written statement is required; no adjustments are made for visible leaks; qualifying examples include underground supply line, under-house supply line and water heater failure. |
Written statement, repair affidavit, invoice/receipt, repair date and leak location. |
Adjustment formula |
Policy says bills are adjusted by assessing doubled average consumption, defining the high-bill overage, and adjusting one-half of the overage to the account. |
Ask MSUD to show the calculation before assuming full leak usage will be removed. |
Waiting for adjustment |
The affidavit says waiting for an adjustment does not relieve the customer of obligation to pay the bill. |
Ask customer service if payment plan, partial payment or assistance is needed while review is pending. |
High-bill warning: MSUD FAQ notes higher use can come from longer billing periods, season, dripping water to prevent freezing, plants, car washing, pool filling, more showers, guests, dripping faucets and leaky toilets. Do the meter test before assuming the meter is wrong.
Why MSUD Customers May See Another Sewer or Stormwater Bill
MSUD bills water
MSUD says it bills water based on readings from the water meter.
Sewer can be separate
Metro Water Services or City of Goodlettsville may bill sewer and stormwater separately, using water readings purchased from MSUD for sewer billing.
Call the right office
MSUD FAQ says sewer-bill or stormwater-bill questions should go to Metro Water Services at 615-862-4600 or City of Goodlettsville at 615-851-2200.
Bill says… |
Who likely handles it |
What to ask |
|---|---|---|
Madison Suburban Utility District / MSUD |
MSUD water billing. |
Account, meter read, water usage, leak adjustment, cut-off or water quality. |
Metro Water Services / MWS |
Nashville Metro sewer and stormwater billing. |
How sewer/stormwater was calculated from water readings and what fees apply. |
City of Goodlettsville |
Goodlettsville sewer/stormwater billing where applicable. |
Whether the account uses MSUD water readings and how sewer/stormwater is billed. |
Apartment or landlord utility bill |
Lease, property manager or billing service. |
Whether charges are direct, submetered, allocated or passed through from MSUD/MWS/Goodlettsville. |
Stormwater only |
Metro or Goodlettsville, not MSUD potable water. |
Do not confuse stormwater with drinking-water charges. |
Payment Assistance, Metro Action and Documentation
MSUD assistance link
MSUD links customers to apply for assistance through Nashville’s Metro Action / hubNashville assistance route.
Water assistance documents
Metro Action’s universal application page lists required documents such as online application, valid government-issued ID, Social Security cards for household members and program-specific documents.
Do not wait
Assistance applications do not automatically stop MSUD disconnection. Call MSUD if the bill has a cut-off date and ask what payment or proof is required.
Need |
Best first step |
Prepare this |
|---|---|---|
Cannot pay full MSUD bill |
Call MSUD at 615-868-3201 before cut-off. |
Bill, account number, amount you can pay today, assistance application status. |
Disconnected or no water from nonpayment |
Pay full invoice and email restores@msud.net. |
Payment confirmation, full invoice proof, address and contact number. |
Davidson County household help |
Use Metro Action Universal Application / Household Assistance. |
ID, Social Security cards, income proof, hardship proof and water bill. |
Senior assistance |
Metro Action Household Assistance says senior citizens age 60+ may receive mortgage, rent, water and delinquent property tax assistance if eligible. |
Age proof, income proof, bill and program documents. |
Homeless deposit help |
Metro Action lists deposit assistance for rent, electric and water for individuals who secured housing after homelessness. |
Referral letter, welcome-home letter, utility deposit/denial letter and income documentation. |
Leak created high bill |
Repair first, then submit MSUD written statement/affidavit and call if payment help is needed. |
Repair proof, dates, bill, account and adjustment request. |
2026 Rates, Fees, AMR Fee and Why Bills Increase
April 1, 2026
MSUD FAQ says a rate increase was effective April 1, 2026 and was listed on each customer’s bill 30 days prior.
System Maintenance Fee
MSUD FAQ describes this as 10% of the monthly water portion of the bill.
AMR Fee
Automated Meter Reading fee supports maintenance of the electronic meter reading system.
ENV Fee
Environmental fee is an annual TDEC-based fee averaged to customers, about $2.00 per customer per year per MSUD FAQ.
Bill line / fee |
What MSUD says |
Customer check |
|---|---|---|
Water consumption |
MSUD bills water based on water-meter readings. |
Compare current use with prior months and check for leaks. |
System Maintenance Fee |
10% of the monthly water portion of the bill, used for maintaining and upgrading the water system. |
Do not confuse it with sewer or stormwater. |
AMR Fee |
Fee for maintaining the electronic meter reading system. |
Ask whether AMR analysis indicated constant or intermittent flow. |
ENV Fee |
Annual environmental fee based on TDEC invoice amount divided by active customers. |
Expect a small periodic environmental fee line. |
Rate increase |
MSUD FAQ says a rate increase took effect April 1, 2026. |
Check current rates and fees page or call before publishing a calculator. |
Card processing |
MSUD credit-card policy says InvoiceCloud charges and collects processing fees and MSUD does not collect or receive the fee. |
Use EFT or another method if card fees are a concern. |
Service fees and cut-offs |
Service-fee policy says a service fee based on meter size will be assessed following the stated cut-off date on the bill. |
Ask for the exact full balance before reconnection. |
Water Quality, Cumberland River Source and Lead Service Line Inventory
Cumberland River source
The 2026 water quality report says MSUD water comes from the Cumberland River, a surface-water source.
2026 report
The 2026 report covers testing performed January 1 through December 31, 2025 and includes source, detected substances and regulatory comparison.
Lead inventory
MSUD’s report says it detected no lead in its system, notes its service lines to customer meters are copper, and reminds customers MSUD is not responsible for plumbing from the meter to residences and businesses.
Water concern |
Official route |
What to check or say |
|---|---|---|
Annual water quality report |
Use MSUD’s 2026 Water Quality Report and archived reports. |
Review detected substances, source water, testing period and contact instructions. |
Question about water report or water quality after hours |
Report lists after-hours emergencies or water-quality report questions at 615-865-1636. |
Say address, concern, time observed and whether neighbors are affected. |
Lead service line inventory |
Use MSUD’s service-line inventory resource under Resources. |
Check whether concern is utility-owned line, customer-side plumbing or interior fixture. |
Hardness / scaling |
The water report explains hard water as a quality issue, not a health concern. |
Ask for hardness/testing details if appliance scaling is your concern. |
Public health question |
Contact MSUD, TDEC/EPA resources or Safe Drinking Water Hotline where appropriate. |
Health-sensitive customers should follow medical provider advice and official notices. |
Madison Suburban Utility District vs Nashville Metro, Goodlettsville, Wisconsin or Alabama
If your bill says… |
Likely route |
Verify before paying |
|---|---|---|
Madison Suburban Utility District / MSUD |
Use MSUD.net, customer.msud.net, 615-868-3201, 721 Myatt Drive or MSUD payment address. |
Account number with dash, customer name exactly as bill shows and Madison TN service address. |
Metro Water Services |
Use Nashville Metro Water Services portal or phone 615-862-4600. |
Often sewer/stormwater for MSUD water customers, but not the same MSUD water bill. |
City of Goodlettsville |
Use Goodlettsville utility billing route or phone 615-851-2200. |
Goodlettsville may bill sewer/stormwater based on MSUD water readings. |
City of Madison, Wisconsin Water Utility |
Use City of Madison WI Municipal Services portal. |
Different state, different provider and different account system. |
Madison Utilities / Madison AL |
Use Madison Utilities Alabama customer portal and phone numbers. |
Different provider despite similar name. |
Apartment, HOA, landlord or property manager |
Use lease/resident portal unless your name is directly on an MSUD account. |
Ask whether water is direct-billed, master-metered, submetered or allocated. |
Portal check: if the online portal cannot find your account, stop and call 615-868-3201. Do not guess account numbers or pay through an unrelated Madison/Nashville utility portal.
Madison Suburban Utility District Office Map
Use this map for the MSUD business office at 721 Myatt Drive in Madison, Tennessee. Call before driving because the contact page says the lobby is open Tuesday and Thursday only.
Route |
Address / phone |
Use for |
Important note |
|---|---|---|---|
Business Office |
721 Myatt Drive, Madison, TN 37115; 615-868-3201 |
Customer service, forms, leak documents, account help and office visits. |
Call center Monday-Friday, 7:30 AM-4:00 PM; lobby Tuesday and Thursday only. |
Payment mail |
P.O. Box 306140, Nashville, TN 37230-6140 |
Mailing bill payments. |
Use payment address, not general correspondence address. |
General correspondence |
PO Box 175, Madison, TN 37116-0175 |
General customer correspondence and non-payment mail where appropriate. |
Check form instructions before mailing documents. |
Phone payment / customer service |
Payment, account questions, service setup, final account and billing help. |
Have account number including dash. |
|
After-hours emergency |
Emergency after-hours water issues. |
Use emergency line only for after-hours emergencies. |
|
Nonpayment reconnection |
After full invoice is paid when water is off due to nonpayment. |
ReconNECTION work is performed during normal business hours only. |
Madison Suburban Water Utility FAQ
How do I pay my Madison Suburban water bill online?
Go to MSUD.net and select Pay Your Bill, or use the MSUD customer portal. When registering, enter the account number including the dash, do not include leading zeros, and enter the name exactly as it appears on the bill.
What is the Madison Suburban Utility District phone number?
Call MSUD Customer Service at 615-868-3201. The call center is open Monday through Friday from 7:30 AM to 4:00 PM. The same number is listed for phone payment help.
Where is the MSUD office?
The MSUD business office is at 721 Myatt Drive, Madison, TN 37115. The contact page says the lobby is open Tuesday and Thursday only, so call before driving.
Where do I mail a Madison Suburban water bill payment?
Mail payments to Madison Suburban Utility District, P.O. Box 306140, Nashville, TN 37230-6140. Use the payment address for bill payments and include the bill stub or account number.
What is the MSUD after-hours emergency number?
For after-hours emergencies only, call 615-865-1636. For routine billing, payment and service questions, call 615-868-3201 during normal customer-service hours.
What do I do if my water is off for nonpayment?
MSUD says that if you currently do not have water and suspect it is off due to nonpayment, pay the full invoice and email restores@msud.net. Service reconnections are performed during normal business hours only.
When is my MSUD bill due?
MSUD FAQ says residential bills are due the 15th of each month, commercial bills are due the 25th, and residential bills on MSUD Bank Draft are due the 25th.
Why do I have two water-related bills in Madison TN?
MSUD says you do not get two water bills. MSUD bills potable water based on meter readings, while Metro Water Services or the City of Goodlettsville may bill sewer and stormwater separately using water readings from MSUD.
Can I get a leak adjustment from MSUD?
Possibly. MSUD’s adjustment policy requires a written statement, says no adjustments are made for visible leaks, allows one leak adjustment per year when the bill exceeds two times average consumption, and lists possible qualifying plumbing failures such as underground supply line, under-house supply line and water heater failure.
Is Madison Suburban Utility District water safe to drink?
MSUD FAQ says its water continues to meet federal and state water-quality and treatment standards. The 2026 Water Quality Report says the water comes from the Cumberland River and covers testing performed from January 1 through December 31, 2025.
30-Second Madison Suburban Water Utility Checklist
Pay/login: use MSUD.net or customer.msud.net; enter account number with dash, no leading zeros, and exact bill name.
Phone: customer service and phone payment 615-868-3201; after-hours emergency 615-865-1636.
Office: 721 Myatt Drive, Madison, TN 37115; lobby Tuesday and Thursday only per contact page.
Mail payment: P.O. Box 306140, Nashville, TN 37230-6140.
Reconnection: if water is off due to nonpayment, pay full invoice and email restores@msud.net; reconnections are normal business hours only.
Due dates: residential 15th; commercial 25th; residential bank draft 25th.
Fees: card cap $300 per transaction with $2.15 processing fee; EFT check $1.95; InvoiceCloud collects processing fees, not MSUD.
High bill: perform the 2-6 hour meter test, repair leaks, submit written proof, and remember adjustment review does not remove payment obligation.
Sewer bill: call Metro Water Services at 615-862-4600 or Goodlettsville at 615-851-2200 if the question is sewer or stormwater.
