Santa Fe Water Utility Desk: Pay, Log In, Call or Report Water Trouble
Use this guide when you need the official Santa Fe utility bill portal, automated phone payment, Customer Service number, water emergency turn-off, sewer backup line, start/stop forms, 2026 water rates, leak adjustment, low-income credit, conservation rules or water-quality report.
Start Here: Choose the Right Santa Fe Utility Route
Need |
Official action |
Have ready |
Do not miss |
|---|---|---|---|
Pay online or log in |
Account number from paper bill, email/password if registered, payment method. |
One-time payment does not require registration. Payments before 8 PM MST post next day; after 8 PM MST post within 48 hours. |
|
Pay by automated phone |
Call 505-955-6100. |
Account number and payment method. |
Save the confirmation number until the account shows paid. |
Billing, start/stop, transfer, leak or deposit question |
Call 505-955-4333 or email utilitycustomerservice@santafenm.gov. |
Account number, service address, owner/tenant documents, payment proof. |
Office hours are Monday-Friday, 8:00 AM-4:30 PM, closed weekends and most federal holidays. |
Water line break / emergency turn-off |
Call 505-955-4333 and press 3. |
Exact address, cross street, leak location, whether water is entering structure. |
This route is available 24 hours a day for water emergencies and emergency turn-offs. |
After 5 PM or weekend water issue |
Call 505-955-4300. |
Service address, callback number, problem details. |
Use this when Customer Service is closed and the problem cannot wait. |
Sewage backup or overflow |
Weekdays 8 AM-5 PM call 505-955-4650; after hours/weekends/holidays call 505-955-4666 or 505-955-4650. |
Address, fixture affected, manhole/overflow location, time started. |
Stop using water if backup worsens and keep people/pets away from wastewater. |
Start service as tenant |
Submit Release of Liability & Utility Services Application. |
Lease at least 6 months, tenant government-issued photo ID, property-owner section. |
Customer Service will contact tenant about deposit amount. |
Start/transfer as buyer |
Submit New Owner Account Transfer Form. |
Signed buyer/seller form, recorded deed or settlement statement, valid ID, past due balances paid. |
Incomplete, inaccurate, illegible or unsigned forms are not processed. |
Quick warning: if you are close to shutoff, do not rely on mailed payment or a screenshot alone. Call 505-955-4333 with the Paymentus confirmation number and ask whether the City billing record shows the payment.
Official Santa Fe Utility Contact Box
Utility Billing / Customer Service
Address:
801 W. San Mateo
Santa Fe, NM 87505
Phone: 505-955-4333
Email: utilitycustomerservice@santafenm.gov
Hours: Monday-Friday, 8 AM-4:30 PM
Emergency Water / Sewer
Water line breaks: 505-955-4333, press 3
After 5 PM/weekends water: 505-955-4300
Sewer backup: 505-955-4650 or after hours 505-955-4666
Mail, Dropbox and City Hall
Forms/documents mail:
Utility Billing Division
801 W. San Mateo
Santa Fe, NM 87505
Payment lockbox listed by Collections:
P.O. Box 842004
Los Angeles, CA 90084-2004
City Hall: 200 Lincoln Avenue, Santa Fe, NM 87501
Route |
Use for |
Practical note |
|---|---|---|
Billing, account transfer, water service, documents, payment questions, leaks, Customer Service routing. | Press 3 for water line breaks/emergency turn-offs when needed. | |
Automated bill payment. | Keep the confirmation number. | |
Forms, account questions, start/stop documents, paperless billing requests. | Do not email full card or bank information. | |
Dropbox at 801 W. San Mateo | Documents and payments after office hours. | Use a sealed envelope, account number and your own proof/photo. |
Environmental Services: 505-955-2200 | Commercial refuse service setup and missed trash/recycling pickup. | Commercial accounts must establish refuse service before account transfer. |
New Mexico One Call / 811 | Call before digging. | Do not dig near water, sewer or service lines without locates. |
Bill Pay and Login: Paymentus, Phone Pay and Posting Time
One-Time Pay
Pay without registering. You need the account number from the paper bill.
Paymentus login
Registered users log in with email and password.
Posting time
Before 8 PM MST posts next day; after 8 PM posts within 48 hours.
Payment methods
Portal displays card, electronic check, PayPal and PayPal Credit options.
Open the official payment portal
Use Paymentus Customer Portal: City of Santa Fe or start from the City Utility Billing page and click Pay My Bill Online.
Choose One-Time Payment or Login
Choose One-Time Payment if you only need a fast payment. Choose Login/Register if you want stored profile access and online account tools.
Match the account carefully
Confirm the account number, service address, current amount due, past-due amount, customer name and payment method before submitting.
Save confirmation
Paymentus says each payment receives a confirmation number. Save it, especially if the payment is made close to a cutoff, due date or payment agreement deadline.
Payment method |
Official detail |
Best for |
Avoid this mistake |
|---|---|---|---|
Paymentus one-time payment | No registration required; account number from paper bill needed. | Fast online payment. | Do not use if account number/address does not match. |
Paymentus registered login | Email and password login, with registration option. | Repeat users and account tracking. | Use the official SFUP portal, not a search-ad lookalike. |
Automated phone payment | Call 505-955-6100. | Pay when web login fails. | Write down confirmation number. |
Dropbox payment | Dropbox in parking lot at 801 W. San Mateo. | After-hours local payment. | Do not wait if service is already at risk; call after payment. |
Mailed payment | Collections page lists City of Santa Fe Utility Billing Division, P.O. Box 842004, Los Angeles, CA 90084-2004. | Normal bills with enough time before due date. | Follow the payment stub on your current bill if it gives a specific lockbox address. |
Forms/documents by mail | Send to Utility Billing Division, 801 W. San Mateo, Santa Fe, NM 87505. | Account transfer, tenant application, leak adjustment, low-income credit. | Do not confuse document address with payment lockbox. |
Weekend/holiday due date | If a payment due date falls on weekend, legal holiday or City-closed day, due date extends through next business day. | Due-date planning. | Paymentus posting time can still affect proof if you pay late at night. |
Official payment links:
Past Due, Finance Charges, Payment Arrangements and Liens
Finance charges
Delinquent accounts are assessed finance charges.
Payment arrangements
Only property owners are eligible for payment arrangements.
Collection risk
Delinquent accounts may be referred to a collection agency and the City may file a lien on the property.
Situation |
City rule / risk |
Best action |
|---|---|---|
You cannot pay current bill | Collections page says to contact Collections Section to avoid finance charges and possible penalties. | Call 505-955-4333 before the account becomes delinquent. |
You are a tenant | Only property owners are eligible for payment arrangements. | Coordinate early with the owner/landlord if a payment agreement may be needed. |
You already have a payment agreement | The City may discontinue water service if the customer fails to comply with agreement terms. | Pay exactly as agreed and keep confirmation numbers. |
Bill due on weekend/holiday | Due date extends through next business day when City offices are closed. | Still avoid last-minute payment because portal posting can take overnight/48 hours. |
Collection agency risk | Delinquent accounts are referred to a collection agency. | Call Collections before ignoring notices. |
Property lien risk | City may file a lien for delinquent account, finance charges and penalties, plus penalty for lien cost. | Property owners should resolve balances before sale, refinance or transfer. |
Start, Stop or Transfer Santa Fe Utility Service
Tenant / leased property
- Complete Release of Liability & Utility Services Application.
- Attach signed lease with minimum 6-month term.
- Attach tenant government-issued photo ID.
- Property owner must sign their portion.
- Customer Service contacts tenant about deposit amount.
New property owner / buyer
- Complete New Owner Account Transfer Form.
- Buyer and seller signatures required.
- Attach recorded deed or settlement statement.
- Attach valid government-issued photo ID.
- Pay any past-due balances in buyer name at other City addresses.
Stop / seller / tenant move-out
- Seller and buyer coordinate one completed signed transfer form.
- Seller must provide forwarding address.
- Seller agrees to pay final utility bill.
- Tenant/landlord service reversion needs Request to Revert Services form.
- If move-out date changed, proof of agreement may be required.
Account type |
Document route |
Micro-step |
|---|---|---|
Tenant wants bill in tenant name | Release of Liability & Utility Services Application. | Tenant and property owner complete their portions; attach lease and ID. |
Landlord/property owner | Owner signs release application and must have zero balance with previous tenant account where required. | Make sure owner name on lease matches County records. |
Property manager | Release application plus agreement between owner and property manager. | Submit management agreement copy with the application. |
New buyer | New Owner Account Transfer Form. | Submit signed form, deed/settlement statement and valid ID. |
Commercial account | Utility transfer plus Environmental Services refuse setup. | Call Environmental Services at 505-955-2200 before account transfer. |
Submitting documents | Email, mail or dropbox at 801 W. San Mateo. | Incomplete, inaccurate, illegible or unsigned documents are rejected. |
Water Emergency, Water Line Break, Sewer Backup or Frozen Meter
Water line break / emergency turn-off
Call: 505-955-4333, press 3
Available 24 hours a day for water emergencies and emergency turn-offs.
After 5 PM / weekends
Call: 505-955-4300
Use for urgent water service problems when the regular office is closed.
Sewage backup or overflow
Weekdays: 505-955-4650
After hours: 505-955-4666 or 505-955-4650
Problem |
What to say |
Useful details |
|---|---|---|
Water main break / street leak | “Water is flowing at [address/cross street].” | Flow direction, depth, pavement damage, time started, photos only if safe. |
Emergency shut-off | “I need water turned off urgently at [address].” | Meter location, whether water is entering building, access instructions. |
No water / low pressure | “My property has no water/low pressure at [address].” | Whole property or one fixture? neighbors affected? nearby repair? |
Discolored water after line work | “Water is [brown/cloudy/milky] after a nearby repair.” | Run cold water if instructed; ask whether a nearby hydrant flush is needed. |
Frozen meter | “I suspect the water meter is frozen.” | Call Customer Service during business hours; after 5 PM/weekend use after-hours route. |
Sewer backup | “Sewer is backing up at [fixture/location].” | Stop using water if backup worsens; keep people/pets away from wastewater. |
Digging near utilities | Call 811 / New Mexico One Call before digging. | Do not dig near water/sewer service lines without locates. |
2026 Santa Fe Water Rates and Bill Lines
Santa Fe adopted updated water utility rates effective February 1, 2026. The 2026 volume schedule runs through December 31, 2026, with another tier structure beginning January 1, 2027.
5/8″ or 3/4″ base
$19 monthly service charge starting Feb. 1, 2026.
2026 Tier 1
$6.30 per 1,000 gallons.
2026 Tier 2
$22.60 per 1,000 gallons.
Winter sewer average
Sewer variable charge uses average water use in December, January and February.
Water monthly service charge |
Effective Feb. 1, 2026 |
Effective Jan. 1, 2027 |
Why it matters |
|---|---|---|---|
5/8″ or 3/4″ | $19 | $20 | Common residential meter size. |
1″ | $38 | $40 | Larger meter / higher fixed charge. |
1 1/2″ | $77 | $80 | Large home, multi-use or small commercial context. |
2″ | $153 | $159 | Large service line. |
3″ | $306 | $319 | Commercial or large demand account. |
4″ | $556 | $578 | Large commercial/institutional account. |
6″ | $1,226 | $1,275 | Very large service account. |
8″ | $2,184 | $2,271 | Largest listed service charge in schedule. |
| 2026 volume charge through Dec. 31, 2026 | Tier 1 | Tier 2 | Plain-English note |
|---|---|---|---|
| Residential / multi-family, September-April | $6.30 per 1,000 gallons for first 7,000 gallons | $22.60 per 1,000 gallons thereafter | Winter and shoulder-season threshold. |
| Residential / multi-family, May-August | $6.30 per 1,000 gallons for first 10,000 gallons | $22.60 per 1,000 gallons thereafter | Higher summer threshold, but irrigation can still become expensive. |
| Commercial 5/8″ or 3/4″ | Up to 7,000 gallons Sep-Apr / 10,000 gallons May-Aug | Usage above those thresholds | Commercial threshold scales with meter size in the rate schedule. |
| Irrigation meter | Same commodity/system charge applies | Same high-use risk applies | Outdoor use still affects water charges. |
| Special tax/assessment clause | Billings may be increased by taxes, fees or charges assessed on utility service. | Final bill may include required governmental charges. | |
Bill-check tip: a Santa Fe utility bill may include water, refuse, sewer and stormwater. The water base charge, water volume tiers, sewer winter average, refuse line, stormwater line, finance charge and low-income credits should be checked separately before disputing the total.
High Bill, Leak Alert, EyeOnWater or Adjustment Request
EyeOnWater
Customers can monitor consumption and set high-use alerts by creating an EyeOnWater account.
Leak notification
The Water Conservation Section tries to notify customers when feasible, but notification is not guaranteed.
Leak adjustment
Apply within 60 days after the consumption spike; leak must be repaired and documented.
One per 12 months
Only one leak adjustment may be approved within a 12-month period.
High-bill cause |
Fast check |
Adjustment / next action |
|---|---|---|
Toilet or fixture leak | Check toilets, faucets, irrigation valves, water heater and outside hose bibs. | Repair first, then attach plumber receipt, parts receipts or affidavit. |
Theft or vandalism | Look for outside faucet use or vandalized fixtures. | Police report plus proof of prevention such as faucet lock may be required. |
Ongoing high consumption | EyeOnWater alert or bill history shows continued usage. | Continuing high consumption may risk discontinuance if not corrected. |
Unknown spike | Compare to prior 12 months and irrigation season threshold. | Use Unknown Cause High Consumption Application if City directs. |
Sewer high after winter | Review December, January and February water use. | Sewer variable charge uses winter average as indoor-use proxy. |
Delinquent account | Adjustment applicant with delinquent account must pay outstanding charges or have current owner payment arrangement. | Call Collections before submitting if past due. |
Low-Income Credit, Refuse Vacancy and Assistance
Low-income credit
Qualified customers may receive credits on sewer, refuse, water service charge, stormwater and annual conservation charge.
Income limit
The low-income credit form references household gross annual income at or below 120% of federal poverty guidelines.
Collections agency list
The Collections Section can provide a list of agencies that may help customers with overdue bills.
Program / form |
Use for |
Prepare |
|---|---|---|
Low-Income Credit Application | Credits for eligible residential utility charges. | Household member list, income documentation, tax/benefit documents if applicable. |
Senior or permanently disabled applicant | May receive annual credit period if qualified. | Reapply by April 30 to continue annual credit when required. |
Applicant under 60 with no permanent disability | Credit may be limited to two 3-month periods in a 12-month period. | Track expiration and reapply before credit ends if still eligible. |
Refuse Vacancy Credit | Vacancy-related refuse credit application. | Use only when the property and vacancy facts match City requirements. |
Overdue bill assistance agencies | Collections Section may provide agency list. | Have bill, account number, shutoff notice, income/hardship proof. |
No retroactive credit | Low-income credit form says City does not grant retroactive credits. | Apply early rather than waiting until after charges accrue. |
Water Conservation Rules, Rebates and Seasonal Watering
May 1-Oct. 31
Outdoor watering restrictions are in effect during the irrigation season.
No 10 AM-6 PM
Outdoor irrigation is prohibited from 10 AM to 6 PM during May-October.
All water types
Rules apply to potable and effluent water and to City water/wastewater utility customers where legally permissible.
Domestic wells
Water produced by domestic wells within Santa Fe is subject to municipal conservation rules.
Conservation issue |
Rule / program |
Action |
|---|---|---|
Outdoor irrigation time | No outdoor irrigation between 10 AM and 6 PM from May 1 through October 31. | Set timers for early morning or evening. |
Watering frequency | Standard conservation guidance commonly limits outdoor watering to no more than three times per week unless a stricter stage applies. | Check current drought stage before setting a controller. |
Domestic well inside City | Domestic wells within City are subject to municipal conservation rules. | Do not assume private well allows daytime watering. |
EyeOnWater | Track usage and set alerts. | Create account and watch for continuous flow. |
Rebates | Save Water Santa Fe/Sustainability resources list rebate and conservation tools. | Check current eligibility before buying equipment. |
Low-water landscaping | Rules encourage low water use landscape literature and efficient irrigation guidance. | Ask landscaper/nursery for water-efficient plant and irrigation information. |
Drought stages | Restrictions can tighten if system supply falls relative to demand. | Follow City emergency notices and Alert Santa Fe messages. |
Water Quality, Source Water and Lead Service Line Inventory
Annual CCR
City of Santa Fe Water publishes a Consumer Confidence Report each year with drinking-water quality information.
Water sources
Santa Fe’s water portfolio includes surface water and groundwater sources, including the Santa Fe River system, Buckman Direct Diversion and well fields.
Lead service lines
The City is required to determine service-line material for properties under federal Lead and Copper Rule improvements.
Water-quality topic |
Official context |
Best user action |
|---|---|---|
Latest report | The City water-quality page links the 2025 Water Quality Report. | Open the current CCR before making safety claims. |
Older CCR | For CCRs older than ten years, contact 505-955-4333 or utilitycustomerservice@santafenm.gov. | Call/email if archive does not show the year needed. |
Source water protection | Environmental Compliance Office protects source waters and ensures drinking water meets or exceeds minimum state/federal standards. | Use water-quality page for official monitoring context. |
Buckman Direct Diversion | BDD provides a reliable source of drinking water and is part of long-term supply planning. | Use BDD page for San Juan-Chama/Rio Grande supply context. |
City wells | City Well Field includes active wells that pump from the aquifer beneath Santa Fe. | Use source-water pages when explaining groundwater questions. |
Lead service line material | Federal rule improvements require providers to determine service-line material. | Call Customer Service if your service-line material is unknown or you receive a notice. |
Odd taste, odor or color | Recent repair, hydrant flushing, pressure change or source-water condition can affect appearance/taste temporarily. | Call 505-955-4333 if it persists or appears after pressure loss. |
Local Notes: City vs County, Refuse, Sewer and Stormwater
Local issue |
Why it matters |
Best step |
|---|---|---|
City of Santa Fe vs Santa Fe County | This page is for City of Santa Fe Utility Billing / City Water customers. | Check the provider name on the bill before paying. |
Combined utility billing | City Utility Billing handles timely billing for water, refuse, sewer and stormwater services. | Separate each bill line before disputing a “water bill.” |
Commercial refuse | Commercial accounts must establish refuse service with Environmental Services before account transfer. | Call 505-955-2200 before submitting transfer documents. |
Sewer winter average | Sewer variable charge is calculated using average water use in December, January and February. | Conserve in winter to help control sewer charges. |
Stormwater charge | Stormwater is a separate utility billing line and is not necessarily tied to monthly water gallons. | Do not assume stormwater change means a water leak. |
Leak notification | The City tries to notify customers of leaks when feasible, but it is not guaranteed. | Use EyeOnWater alerts and check usage regularly. |
High elevation system | Santa Fe’s system moves water across more than 1,000 feet of elevation change and uses thousands of valves. | Pressure changes can be local; report address-specific issues. |
Map: Santa Fe Utility Billing and Water Division Office
Location |
Address |
Use for |
|---|---|---|
Utility Billing / Customer Service / Water Division office | 801 W. San Mateo, Santa Fe, NM 87505 | Billing, payment documents, start/stop applications, dropbox, account transfer, leak adjustment, low-income credit. |
Payment lockbox listed by Collections | P.O. Box 842004, Los Angeles, CA 90084-2004 | Mailed utility payments when using the official lockbox/payment-stub route. |
City Hall | 200 Lincoln Avenue, Santa Fe, NM 87501 | General City routing, not the fastest normal bill-pay counter. |
City mailing address | City of Santa Fe, P.O. Box 909, Santa Fe, NM 87504-0909 | General City correspondence. |
Santa Fe Water Utility FAQ
What is the Santa Fe Water Utility phone number?
Call City of Santa Fe Utility Customer Service at 505-955-4333 for billing, account transfer, start/stop service, leak questions, forms, payment questions and water emergency routing.
Where do I pay my Santa Fe water bill online?
Use the official Paymentus Customer Portal for City of Santa Fe at ipn2.paymentus.com/cp/SFUP. One-time payment needs the account number from the paper bill and does not require registration.
What is the automated phone payment number?
Call 505-955-6100 to use the City’s free automated payment system. Keep the confirmation number until the account shows paid.
How fast does Paymentus post my payment?
Paymentus says payments made before 8 PM MST will be posted to the account next day. Payments made after 8 PM MST will be posted within 48 hours.
What is the Santa Fe water emergency number?
For water line breaks or emergency turn-offs, call 505-955-4333 and press 3. The City says this emergency phone route is available 24 hours a day.
What is the after-hours water number?
After 5 PM on weekdays or on weekends, call 505-955-4300 for urgent water service issues.
Where is the Santa Fe Utility Billing office?
The Utility Billing / Customer Service office is at 801 W. San Mateo, Santa Fe, NM 87505. Office hours are Monday through Friday, 8 AM to 4:30 PM, closed weekends and most federal holidays.
What documents do tenants need to start service?
Tenants must submit the Release of Liability & Utility Services Application, a signed lease with a minimum six-month term, and a valid government-issued photo ID. The property owner must also complete the owner portion, and Customer Service contacts the tenant about the deposit amount.
What are key 2026 Santa Fe water rates?
Effective February 1, 2026, the 5/8-inch or 3/4-inch monthly service charge is $19. Through December 31, 2026, Tier 1 water volume is $6.30 per 1,000 gallons and Tier 2 is $22.60 per 1,000 gallons.
When are outdoor watering restrictions in Santa Fe?
Outdoor irrigation is prohibited between 10 AM and 6 PM from May 1 through October 31. Conservation rules apply broadly to City water and wastewater utility customers and, where applicable, to domestic wells within the City.
30-Second Santa Fe Water Checklist
Pay/Login: Paymentus → One-Time Payment or Login → account number from paper bill → save confirmation → before 8 PM MST posts next day; after 8 PM posts within 48 hours.
Call: Customer Service 505-955-4333; automated pay 505-955-6100; water emergency 505-955-4333 press 3; after 5 PM/weekends 505-955-4300.
Visit/submit: 801 W. San Mateo, Monday-Friday 8 AM-4:30 PM; use email, mail or dropbox for forms.
Move service: tenants need release application, six-month lease and ID; buyers need New Owner Account Transfer Form, deed/settlement statement and ID.
Rates: 2026 5/8-inch or 3/4-inch base charge is $19; 2026 volume charges are $6.30 and $22.60 per 1,000 gallons depending on tier.
High bill: use EyeOnWater, fix leaks, apply within 60 days if eligible, and attach repair documentation.
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.
Water Bill Payment, Leak & Utility Help Toolkit
Use this free helper to find the official water bill portal, avoid unsafe payment pages, handle late bills, troubleshoot high usage, prepare start/stop service documents, and contact the utility office with the right details.
Official Water Bill Portal Finder
Enter your city, state, and utility name. This tool creates safe search shortcuts for the official bill pay portal, customer service page, outage line, and start/stop service page.
Safe Water Bill Payment Checklist
Before paying online, use this checklist to reduce the risk of wrong payment, duplicate payment, missed receipt, or third-party confusion.
Late Bill, Shutoff Notice & Reconnection Action Plan
Select your situation and get practical next steps. This helps users act quickly without guessing.
High Water Bill & Leak Troubleshooter
A high bill can be caused by leaks, irrigation, estimated readings, seasonal use, or account/meter issues. Choose the closest problem below.
Start, Stop or Transfer Water Service Checklist
Moving in or out? Choose your situation and prepare the details most utilities commonly request.
Your preparation checklist
Payment Assistance & Arrangement Finder
If you cannot pay the full water bill, this guide helps you decide what to ask before disconnection or extra fees.
Water Department Call Script Generator
Generate a clear call or email script before contacting the utility billing office.