Kingsport Water Utility Help Desk for Bills, Login, Service and Water Problems
Use this guide to pay your Kingsport water/utility bill, log in to the new Kingsport Utilities portal, call Customer Service, start service, re-enroll AutoPay, report leaks, check water/sewer rates, understand stormwater charges, and avoid wrong-payment mistakes.
Start Here: Pick the Exact Kingsport Utility Task
Searcher intent |
Best official route |
Have ready |
Do not miss |
|---|---|---|---|
Pay online / log in |
Utility account number, customer details from bill, payment method. |
The City launched a new Customer Information System, so old autopay/bank-draft users may need to re-enroll. |
|
Use mobile app |
Download Kingsport Utilities app from official app links on City page. |
Account information from current bill. |
App can show recent bill images, payments, service requests, account record updates and communications. |
Pay by phone |
Account number, payment method, payment amount. |
Grace AI can help with balance, due date, payment plan, account update and secure phone payment processing. |
|
Retail cash payment |
Kingsport Utilities app cash barcode or Walmart Bill Pay. |
App barcode or utility account number, payment amount, cash/debit. |
Retailer transaction fee listed at $2.95. Barcode stores listed include CVS, Walgreens and Dollar General. |
Pay at City Hall |
415 Broad St., Kingsport, TN 37660 |
Bill stub, account number, payment method. |
Self-service kiosk is 24/7 in drive-thru lane 1. Dropbox is drive-thru lane 2. Both are accessible from New St. |
Start water/sewer service |
Service address, applicant details, account setup information. |
The City says to use the Customer Portal to start services, or call 423-343-9860 with account setup questions. |
|
Water/sewer/stormwater emergency |
Exact address, cross street, issue type, photos only if safe. |
Use phone for urgent emergencies, not a non-emergency app ticket. |
|
Non-emergency leak / sewer / drainage report |
ConnectKingsport app or portal. |
GPS/address, description, photo/video if safe. |
The app is for non-emergency issues only. Call 911 for immediate police/fire response. |
2026 portal warning: if you previously used bank draft or AutoPay, the City says you need to re-enroll through the new portal. No action is needed if you pay in person, over the phone, by check, drop box or JACK/kiosk.
Official Kingsport Utility Contact Box
Billing / Customer Service
Phone: 423-343-9860
Email: customerservice@kingsporttn.gov
Use for: billing questions, start service, portal help, payment issues, Grace AI routing and account setup questions.
City Hall
Address:
415 Broad Street
Kingsport, TN 37660
Hours: Monday-Friday, 8:00 AM-5:00 PM
Water/Sewer Emergencies
Weekdays 8 AM-5 PM: 423-229-9416
After hours: 423-246-9111
Stormwater issues: 423-229-9454
Mail Payments
City of Kingsport
P.O. Box 880
Kingsport, TN 37662
Use the return envelope from your bill when available.
Water Services Operations
Water Services Operations Center
1113 Konnarock Road
Kingsport, TN 37664
Water/Sewer Maintenance: 423-229-9454
Water Filter Plant
Address: 2436 Sherwood Road, Kingsport, TN
Water Filter Plant Manager: Kirby Walker
Phone: 423-224-2689
Pay Bill, Login and Re-Enroll AutoPay
Customer Portal
Use the official billpay page to access the new Kingsport Utilities portal.
Grace AI phone pay
Call 423-343-9860 for secure automated phone payment and balance help.
Digital wallets
Portal supports card, checking/savings and digital wallet options such as PayPal, Venmo, Apple Pay and Google Pay.
Retail cash
CVS, Walgreens, Dollar General and Walmart options are available through City-listed payment workflows.
Payment route |
Official detail |
Best for |
Practical warning |
|---|---|---|---|
New Kingsport Utilities portal |
Customers can view recent bill images, make payments, create and track service requests, update records and receive communications. |
Anyone who wants online account access and service-request tracking. |
Old autopay/bank draft customers should re-enroll through the new portal. |
AutoPay |
Enroll through the Customer Portal to pay automatically each month. |
Customers who want fewer missed due dates. |
Do not assume prior draft carried over after the new CIS launch. |
Card / bank / digital wallet |
Portal accepts Visa, Mastercard, Discover, American Express, checking/savings, PayPal, PayPal Credit, Venmo, Apple Pay and Google Pay. |
Fast electronic payment. |
Save confirmation and check account status if service is near disconnect. |
Retail barcode payment |
In Kingsport Utilities app, select “$Cash,” choose retailer, receive barcode, scan at checkout and pay amount. |
Cash users at CVS, Walgreens or Dollar General. |
$2.95 transaction fee applies. |
Walmart Bill Pay |
Go to Money Center or financial service desk, provide utility account number and amount, pay with cash, debit or UCards. |
Walmart users. |
$2.95 transaction fee applies. |
City Hall counter |
415 Broad St., Monday-Friday, 8:00 AM-5:00 PM. |
In-person payment or account question. |
Bring bill/account number and ID if changing account details. |
24/7 kiosk |
Located at 415 Broad St., drive-thru lane 1, accessible from New St. |
After-hours self-service payment. |
Keep receipt; call if payment must stop disconnection. |
Drop box |
Located at 415 Broad St., drive-thru lane 2, accessible from New St. |
After-hours check/money-order drop. |
Do not place cash in a drop box. |
Mail |
City of Kingsport, P.O. Box 880, Kingsport, TN 37662. |
Normal payments with enough mailing time. |
Write account number on check/money order and use return envelope if available. |
Official bill-pay links:
Start New Water or Sewer Service
Start online
- Open the City’s Application for Water Service page.
- Use the Customer Portal to start services.
- Keep current bill/account details if you already have Kingsport service.
- Call 423-343-9860 if account setup is unclear.
Start in person
- Visit Customer Service at City Hall.
- Address: 415 Broad Street, Kingsport, TN 37660.
- Hours: Monday-Friday, 8:00 AM-5:00 PM.
- Bring ID, service address and account applicant information.
Before you apply
- Confirm provider if address is outside city limits.
- Ask whether water, sewer, garbage and stormwater apply.
- Ask if deposits, service fees or tap fees apply.
- Record expected start date and confirmation number.
Setup tip: Kingsport bills water/sewer monthly, with bills processed five times per month based on location. Different areas receive bills and due dates at different times, so do not assume your neighbor’s due date is your due date.
Water Leak, Sewer Backup, Low Pressure or Stormwater Emergency
Business-hours emergency
423-229-9416
Monday-Friday, 8 AM-5 PM.
After-hours emergency
423-246-9111
Use after hours for water, sewer or stormwater emergencies.
Water/Sewer maintenance
423-229-9454
Operations Center / maintenance questions.
Non-emergency
Use ConnectKingsport for non-urgent leaks, sewer backups, drainage and quality-of-life requests.
Problem | Use this route | Say / include this |
|---|---|---|
Broken water main, water leak in street or at meter | Call Customer Service or emergency line; ConnectKingsport may be used for non-emergency report. | Exact address, cross street, whether water is flowing, pavement damage, photos if safe. |
Low pressure or water quality problem | Call Customer Service at 423-343-9860 or emergency number if urgent. | All taps or one tap, hot/cold, color/odor/taste, when it started, neighbors affected. |
Sewer backup | Call emergency number if active backup. Use ConnectKingsport only if non-emergency. | Where backup is occurring, whether fixtures are affected, whether water use worsens it. |
Stormwater flooding, drainage or sinkhole | Stormwater: 423-229-9454 or ConnectKingsport for non-emergency. | Address/GPS, drainage path, blocked inlet/culvert, photo/video if safe. |
Suspicious activity at water facility | Call 423-246-9111 or 423-229-9452. | Facility type, location, person/vehicle description, time observed. |
Immediate police/fire danger | Call 911. | Do not use ConnectKingsport for immediate emergency response. |
2026 Water, Sewer and Stormwater Rate Clues
Use the official rate page before publishing fee-sensitive edits. The table below uses the current City-listed water/sewer rates shown on the official Water/Sewer Rates and Fees page.
5/8-inch water base
Inside: $11.83/month
Outside: $22.56/month
Water usage
0-70,000 gal: $3.13 inside / $5.96 outside per 1,000 gallons.
Sewer base
Inside: $10.56/month
Outside: $15.88/month
Stormwater
Most single-family homes are listed at $3.50/month, with smaller/larger tier examples.
| Rate item | Inside City | Outside City | User note |
|---|---|---|---|
| Water base, 5/8 inch meter | $11.83 | $22.56 | Common residential meter size. |
| Water base, 1 inch meter | $21.05 | $40.15 | Larger meter = higher base. |
| Water usage, 0-70,000 gallons | $3.13 per 1,000 gallons | $5.96 per 1,000 gallons | Main household usage tier. |
| Water usage, over 70,000 gallons | $2.78 per 1,000 gallons | $5.31 per 1,000 gallons | High-use tier. |
| Sewer base | $10.56 | $15.88 | Monthly sewer base charge. |
| Sewer usage | $11.60 per 1,000 gallons | $17.39 per 1,000 gallons | Can make leaks expensive when usage passes through sewer billing. |
| Stormwater single-family typical | $3.50/month | City stormwater page says very small homes may be $2.45 and very large homes $4.90. | |
| Stormwater non-single-family | $2.10/month | Duplex, apartment, condo, townhome category listed by City stormwater FAQ. | |
| Non-residential stormwater | $3.50/month per SFU | SFU = 3,794 square feet of impervious surface. | |
High Bill, Meter Reading and Leak Checks
Monthly reads
Kingsport says all meters are read and billed each month.
Different due dates
Bills are processed five times monthly by location, so due dates vary.
Service requests
Portal/app can create and track service requests.
Water Quality Control
Division maintains flushing/backflow prevention and responds to water-quality complaints.
High-bill clue | What to check | Next action |
|---|---|---|
Usage rose, not just dollars | Compare gallons used, billing days, sewer charge and stormwater/garbage lines. | Use portal/app bill images and call Customer Service if usage is unexplained. |
Toilet leak | Silent toilet leaks can run continuously without obvious sound. | Put dye/food coloring in tank, wait without flushing, check bowl for color. |
Outdoor leak | Hose bibs, irrigation, outdoor spigots and service line near meter. | Look for soggy/greener spots and meter movement when fixtures are off. |
Water quality or low pressure | Color, odor, taste, low pressure, air, sediment, affected taps. | Call 423-343-9860 or emergency line if urgent. |
Street or meter leak | Leak in street, right-of-way, meter box or pavement area. | Call Customer Service or submit non-emergency report through ConnectKingsport. |
Sewer backup | Backup from tub, toilet, floor drain or multiple fixtures. | Stop water use, keep children/pets away, call emergency number if active. |
Water Quality, South Fork Holston River and Lead-Safe Information
Source water
Kingsport says its source water is the South Fork of the Holston River.
Treatment process
Raw water is pumped to the Water Treatment Plant, then treated physically and chemically before entering the distribution system.
2025 report
The City publishes an annual Water Quality Report and provides a request form for previous-year reports.
Water question | What Kingsport says / shows | What to do |
|---|---|---|
Where does Kingsport water come from? | South Fork of the Holston River. | Use the Water Quality Report page for annual report links. |
What does the Water Treatment Plant do? | Transforms raw river water through physical and chemical treatment to produce potable water. | Call water plant/contact route for plant-specific questions. |
Water quality complaint | Water Quality Control maintains flushing and backflow prevention programs and responds to complaints. | Call Customer Service; give color, odor, taste, pressure and tap details. |
Low pressure / broken water main | City report materials direct users to Customer Service or ConnectKingsport for issues like low pressure, broken main or leak in street/at meter. | Use phone if urgent; use app only for non-emergency. |
Backflow / cross connection | City materials identify cross connection as a Water Quality Control concern. | For potential cross connection, contact Bryan Davis at 423-229-2167. |
Illegal storm-drain discharge | Stormwater program handles illicit discharge into storm drain system. | Call 423-229-9454 or report through ConnectKingsport. |
Stormwater Fee, Drainage Problems and Sinkholes
Why fee exists
Stormwater fee supports drainage infrastructure, water-quality mandates, maintenance, repairs and capital projects.
How fee is based
Impervious surface area: roofs, driveways, parking, sidewalks, patios, decks, concrete/asphalt and similar surfaces.
Who to call
Stormwater: 423-229-9454
Email: WSEngineers@KingsportTN.gov
Stormwater issue | Meaning | Best action |
|---|---|---|
Drainage problem in yard | Could involve city responsibility or private property responsibility. | Call Utilities/Water Services at 423-229-9454 so the City can investigate and advise. |
Roadway or structure flooding | Drainage problems include roadway flooding, structural flooding, clogged pipes/culverts and stream-bank erosion. | Use phone for urgent safety risk; ConnectKingsport for non-emergency report. |
Stormwater pollution | Illegal dumping, illicit connections and improper waste disposal can damage water quality. | Report suspected illicit discharge by calling 423-229-9454 or using ConnectKingsport. |
Non-residential credit question | Credits/reductions may be tied to best management practices that reduce runoff burden. | Ask Water Services for current Stormwater Utility Fee Credit Manual guidance. |
Private-property drainage | The City generally maintains drainage facilities in public rights-of-way/easements, not private-property systems. | Ask whether the location is city responsibility before hiring repair work. |
Service Area, Inside/Outside City and Department Routing
Rate clue: Kingsport publishes inside-city and outside-city water/sewer rates. If your service address is outside city limits, your base and usage rates may be higher. Always check the account classification on the bill.
Need | Use this department / contact | Why it matters |
|---|---|---|
Billing, payment, start service, reconnect service | Customer Service: 423-343-9860 | Customer Service initiates service, processes bills and helps with account questions. |
Water treatment / water source | Water Filter Plant / Drinking Water contacts | Raw water from South Fork Holston River is treated at the plant. |
Water break / maintenance / sewer issue | Water/Sewer Maintenance: 423-229-9454; emergencies also 423-229-9416 or 423-246-9111 after hours. | Maintenance repairs breaks, replaces lines and handles field work. |
Water quality complaint / backflow | Water Quality Control / Customer Service | Handles flushing, backflow prevention and water-quality complaints. |
Stormwater drainage / sinkhole / illicit discharge | 423-229-9454 or WSEngineers@KingsportTN.gov | Stormwater questions are routed to Water Services. |
Non-emergency city concern | ConnectKingsport app or online portal | Trackable report for drainage, water leaks, sewer backups and other non-emergency categories. |
Kingsport Water Utility Map, Office and Payment Locations
Place / route | Address / phone | Use for |
|---|---|---|
City Hall / Customer Service | 415 Broad Street, Kingsport, TN 37660 | Water/sewer billing, in-person payment, start service, portal/account help. |
24/7 self-service kiosk | 415 Broad St., drive-thru lane 1, accessible from New St. | After-hours self-service payment. |
Night deposit box | 415 Broad St., drive-thru lane 2, accessible from New St. | After-hours check/money-order payment drop. |
Mail payments | City of Kingsport, P.O. Box 880, Kingsport, TN 37662 | Mail payment using bill return envelope or include account number. |
Water Services Operations Center | 1113 Konnarock Road, Kingsport, TN 37664 | Water/sewer maintenance and stormwater contact location. |
Water Filter Plant | 2436 Sherwood Road, Kingsport, TN | Drinking-water plant contact and water treatment context. |
Customer Service phone | 423-343-9860 | Billing, payment, start/reconnect service, Grace AI phone support. |
Emergency phone | 423-229-9416 weekdays 8 AM-5 PM; 423-246-9111 after hours | Water, sewer or stormwater emergency. |
Stormwater phone/email | 423-229-9454 / WSEngineers@KingsportTN.gov | Stormwater drainage, sinkhole and illicit discharge questions. |
Kingsport TN Water Utility FAQ
What is the Kingsport water utility phone number?
For billing and Customer Service, call 423-343-9860. For water, sewer or stormwater emergencies during weekday business hours, call 423-229-9416. After hours, call 423-246-9111.
How do I pay my Kingsport water bill online?
Use the official City billpay page at kingsporttn.gov/billpay. It connects customers to the new Kingsport Utilities portal for bill images, payments, account updates and service requests.
Do I need to re-enroll in AutoPay?
Yes, if you previously paid by bank draft or auto-pay. Kingsport says those customers need to re-enroll through the new portal after the 2026 Customer Information System launch.
What payment methods does Kingsport accept online?
The City payment page lists Visa, Mastercard, Discover, American Express, checking or savings account, PayPal, PayPal Credit, Venmo, Apple Pay and Google Pay.
Can I pay my Kingsport utility bill by phone?
Yes. Call the automated phone system at 423-343-9860. The City also describes Grace AI as a phone-based tool for balances, due dates, payment plans, account updates and secure phone payment processing.
Where can I pay in person?
Pay at City Hall, 415 Broad Street, Kingsport, TN 37660, Monday-Friday, 8:00 AM to 5:00 PM. The 24/7 kiosk is in drive-thru lane 1 and the dropbox is in drive-thru lane 2, both accessible from New St.
Where do I mail a Kingsport water bill payment?
Mail payment to City of Kingsport, P.O. Box 880, Kingsport, TN 37662. Use the return envelope included with your bill when available and write the account number on your check or money order.
How do I start water or sewer service?
Use the City’s Application for Water Service page and Customer Portal to start services. You can also call Customer Service at 423-343-9860 with account setup questions.
Why is there a stormwater fee on my utility bill?
Kingsport’s stormwater fee funds stormwater maintenance, water-quality compliance, capital projects and drainage services. The fee is based on impervious surface area, such as roofs, driveways and parking areas.
Who do I call for water quality, low pressure or a broken water main?
For water quality problems, low pressure, a broken main or leak in the street or at the meter, call Customer Service at 423-343-9860 or use ConnectKingsport for non-emergency reports. For urgent water/sewer/stormwater emergencies, use 423-229-9416 during weekday business hours or 423-246-9111 after hours.
30-Second Kingsport Utility Checklist
Pay online: kingsporttn.gov/billpay → Kingsport Utilities portal → account details → payment → save confirmation.
Call billing: 423-343-9860 for Customer Service, payment, start service, Grace AI and account help.
Emergency: 423-229-9416 weekdays 8 AM-5 PM; 423-246-9111 after hours for water, sewer or stormwater emergency.
Visit: City Hall, 415 Broad St., Monday-Friday 8 AM-5 PM. Kiosk and dropbox are in New St. drive-thru lanes.
Mail: City of Kingsport, P.O. Box 880, Kingsport, TN 37662.
High bill: compare gallons, check toilets/outdoor leaks, use portal bill images, then call with account number and usage change.
Editorial Team
WaterBillGuide.us
The content on WaterBillGuide.us is researched and prepared by our editorial team. Our writers and researchers review publicly available information from official utility websites and service portals to create clear, step-by-step informational guides.
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