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Online Account Questions
  1. I lost my username or password. Can you reset it for me?
  2. When I try to log in I am told that my username or password are invalid
  3. I am locked out of my account. What do I do?
  4. Your registration page will not accept my 9-digit account number
  5. How do I change my security question?
  6. When I try to register my account i receive an error that my username or password are invalid
  7. How do I register multiple accounts with the same email address?
  8. Do I have to pay a fee to pay my bill online?
  9. How do I setup auto-pay?
  10. I am unable to setup payment methods or auto-pay
  11. When making an online payment can I select a payment date?
  12. How can I see my previous bills?
  13. I want to receive a confirmation number when I make a payment
General Questions
  1. Where can I pay my bill?
  2. Can I have my service temporarily disconnected?
  3. Will my meter be read or will my bills be estimated?
  4. Am I responsible for a water service charge?
  5. Who is responsible for repairing leaks that occurred during the storm?
  6. Am I responsible for unauthorized usage?
  7. How do I report a water leak or sewer problem?
  8. How do I get a refund for sanitation fees?
  9. Can I be notified if a relative's water is due to be turned off?
  10. What must I do to have sanitation charges removed from my bill if I have a vacant house or apartment?
  11. What documentation must I bring with me to open a new account?
  12. My Water Meter Cover is missing. How do I get a new one?
  13. My Sewer Cleanout Cover is missing. How do I get a new one?
Where can I pay my bill?

You can pay your bill five different ways:

To Pay by Mail:
Send checks or money orders to:
Cashiers Department
625 Saint Joseph Street
New Orleans, LA 70165

To Pay by Web:
Click on View & Pay Your Bill Online and log in to your account.
We accept Visa, Mastercard and checks.

To Pay by Automatic Bank Draft:
Automatic monthly bank drafts are an easy, convenient, and safe way to pay your Sewerage and Water Board bill. It saves you time and money - no checks to write, no stamps to buy! And its safe. Participating customers receive an itemized bill to review approximately 21 days before the payment is debited. Cancellation of the draft for a single month can be requested for any reason, up to two days before the draft date.

• To enroll, complete and sign the Bank Draft Authorization Form and mail it to the address shown. This authorizes the Sewerage and Water Board to debit your bank account for the amount of your monthly water and sewerage bill and City Service charges assessed by the City.

• To cancel a bank draft for a single month, call Customer Service. You must call at least two days before the draft date (shown on each bill) to ensure the cancellation is properly processed. Some other form of payment may be necessary to avoid late fees.

• To permanently cancel monthly bank drafts, please send a signed letter to Customer Service.

To Pay by Phone:
Call (504) 529-2837

To Pay In Person:
You may pay at any one of our Customer Service Centers. For business hours and to find the location nearest you please visit our Customer Service Section.
When I try to log in it says my username or password are invalid

On October 24th, the Sewerage & Water Board of New Orleans released a new billing system which uses newly generated 12-digit customer account numbers. We've built a lookup tool that accepts your previous 9-digit account number and displays both your meter number and the new 12-digit account number, which are required for registering. Please use this Find New Account Number tool found here.
Your registration page does not accept my 9-digit account number

The new billing system uses 12-digit customer account numbers. We've built a lookup tool that accepts your previous 9-digit account number and displays both your meter number and the new 12-digit account number, which are required for registering. Please use this Find New Account Number tool found here.
When I try to register my account it says that my username or password are wrong

When registering for a new account make sure your username does not have any spaces and your password is between 8-20 characters and contains at least letters and numbers.
Can I associate multiple 12-digit account number with my billing account?

The new billing system allows customers to add more than one account to their My Account user name. In order to add additional account numbers to your My Account user name, please follow the steps below:
  1. Log in to your account at https://account.swbno.org
  2. Navigate to the Profile tab
  3. Scroll down to the bottom of the page and find the Account Access List
  4. Enter the new 12-digit account number and meter number for each account you would like to add and click Add Account.
    (you may look up the new account number on the Find New Account Number page here)
  5. These newly added accounts should now show up in your Account List each time you log in to the My Account section

How do I change my security question?

  1. Log in to your account at https://account.swbno.org
  2. Navigate to the Profile tab
  3. Scroll down to the bottom of the page and find the Account Access List
  4. Update your security question and answer as needed
  5. Click the Update My Profile button

I cannot remember my username or password

You can retrieve your username at https://account.swbno.org/app/forgotAccessCode.jsp by entering your account number and meter number. To retrieve your password go to https://account.swbno.org/app/forgotPassword.jsp and enter your email address. After submitting either form you will be sent an email with further instructions.
I am locked out of my account. What do I do?

Multiple unsuccessful attempts to log into your account will result in the account being locked out for a short period of time. If you continue to be locked out please contact customer service and they will unlock the account for you.
Why can't I setup payment methods or auto-pay?

In order to setup payment methods or auto-pay you must have a balance due. When you receive your next invoice you should be able to update your payment options.
How do I setup auto-pay

  1. Log in to your account at https://account.swbno.org
  2. Navigate to the Billing tab
  3. Click the green Pay My Bill button or gray Auto Pay button
  4. Use the navigation at the top of the page, locate My Profile and choose the Payment Methods option
  5. Add your bank account and/or credit card on this Payment Methods page
  6. Once you've added one or more payment methods, navigate back to the Autopay page. The drop down should now populate with the payment options you entered in the previous step
  7. Proceed with Auto Pay setup

The billing system is not letting me select a payment date

If you are doing a one-time payment the payment date will be the day you submit the payment. If you are setting up auto-pay the payment date will be the due date of the bill.
Why do I have to pay a fee to pay my bill online?

Our payment process charges a fee of $4.00 for credit card payments and $0.50 for eCheck payments. The fees will be waived if you setup auto-pay on your account(s).
How can I see my previous bills?

Bills created before the new system was released on October 24th were not transferred into the new system. Please contact customer service to get copies of older bills.
I want to receive a confirmation number when I make a payment

When you make a payment you will receive an invoice number which serves as confirmation that the payment was made successfully.
Can I have my service temporarily disconnected?

We encourage you to close your account if you do not plan to return to your property within the next 6 - 12 months. Otherwise, you will continue to be billed for service charges.

Only the customer of record or the owner of record can request the account be closed. You may close your account by fax, telephone, mail or website. If you decide to close your account by fax or mail please include a copy of your picture identification i.e., driver's license, military or state ID.

Be prepared to supply us with a forwarding address to receive your final bill and or any refunds due from deposits.
Will my meter be read or will my bills be estimated?

We are diligently working to obtain a reading for our customers each month. However, effective December 1, 2008, if we do not obtain a reading from your meter we will assess a minimum charge for 3000 gallons of water consumption for the month. A standard water service charge plus applicable sales taxes based on your meter size will also apply. When we are able to read your meter, we will bill you for all water usage that passed through the meter since the last reading.

Click here to view all current service charges
Am I responsible for a water service charge?

The Water Service charge on your bill is calculated from your connection size. As long as the meter is installed, you will be billed the monthly service charge bill based on the billing chart shown.

The charge is based on the costs the S&WB must pay even if you don't use any water. These costs include reading your meter each month, replacing your meter if it needs repair, maintaining adequate water pressure, etc.

Since the S&WB must always be prepared to deliver water whenever a meter is installed, this part of your bill is sometimes called the "Ready to Serve" charge.

Click here to view a chart of water service charges
Who is responsible for repairing leaks that occurred during the storm?

As is the usual practice, water leaks on private property are the responsibility of the property owner. Please check your property periodically for apparent water leaks make sure your water lines are secured to avoid unauthorized water usage on your meter.

Effective August 1, 2005, we cannot adjust for water leaks on private property. However, an adjustment can be made for the sewer volume portion of the bill, with verification of repairs confirming that the wasted water was not returned to the sewer system. High bills resulting from a defect in the water meter or some other problem caused by the Sewerage and Water Board of New Orleans will be adjusted.
Am I responsible for unauthorized usage?

Yes. The customer of record will be responsible for any usage that is detected through the meter, whether theft has occurred or not.
How do I report a water leak or sewer problem?

To report a water leak or sewer problem call (504) 52-WATER (504) 529-2837 or go to our online Report A Problem Form.
How do I get a refund for sanitation fees?

S&WB can not make any corrections for Sanitation charges. Customers must contact the City of New Orleans Treasury Bureau.
Can I be notified if a relative's water is due to be turned off?

Using our Third Party Notification Service, a person, in addition to the customer of record, can be notified when water service is due to be turned off for delinquency. This plan can be of service to senior citizens and customers who are ill and who are unable to handle their own affairs, to attorneys administering estates, and to customers who are frequently out of town.

To enroll, complete and sign the Third Party Notification Form and mail it to the address shown.
What must I do to have sanitation charges removed from my bill if I have a vacant house or apartment?

Although the S&WB bills and collects the Sanitation Fees for the City, we do not adjust sanitation fees. You must contact the City to have your fees removed.

  • Dial 311 from a phone with a 504 area code.
  • Outside New Orleans, dial 658-2299 or 1-877-286-6431.
  • The hearing impaired can dial 504-658-2059 or 1-800-981-6652. Spanish and Vietnamese language assistance available.
What documentation must I bring with me to open a new account?

A New Account Checklist detailing all of this information can be found on the Customer Documents & Forms page. Please visit that page for more information.
My Water Meter Cover is missing. How do I get a new one?

To report a missing water meter cover please call (504) 52-WATER, (504) 529-2837 or go to our online Report A Problem Form.
My Sewer Cleanout Cover is missing. How do I get a new one?

Homeowners are responsible for maintaining their sewer cleanouts and, therefore, it is the homeowner's responsibility to get a new cover. Sewer cleanout covers are readily available at most local plumbing supply stores in and around Orleans Parish.