Billing & Payment Information
At Illinois American Water, providing you with the best customer service possible is our priority.
In Illinois we offer the following payment methods:
Online Self-Service, Bill Pay
With our new self-service website, My H2O Online, residential customers can pay bills online, when it is convenient. You can also manage your account and keep track of water use and account activity for up to two years. Commercial customers and any others who are unable to register on the site can pay online by visiting www.water.paymybill.com.
Pay by Mail
Use the convenient return envelope provided to you with your bill. Detach and enclose the bill stub with your check or money order. Do not send cash.
Mail your check to:
Illinois American Water
P.O. Box 94551
Palatine, IL 60094-4551
Sign up for Automatic Payment, and your bill will be paid on time, every time, directly from your checking or savings account on the date it is due.
Download the Automatic Payment Form for complete instructions.
Steps for Customers Who Have Received a Disconnection Notice
- Locate your account number on your billing statement or notice.
- Locate the scheduled disconnection date on the notice.
- Submit your online payment using our new My H2O Online self service site.
- Record your payment confirmation number.
- If payment is submitted online within five business days of the scheduled disconnection, immediately call our customer service center at 1.800.422.2782.
- When you speak to a customer service representative, please tell them your account number, online payment date and payment confirmation number.
Pay by Phone
If you do not have questions about your bill, you can pay-by-phone using your Visa or MasterCard by calling 1.866.271.5522. There is a small fee for this service. Be sure to have your 10-digit account number handy. This is located on the upper right corner of your current bill.
Pay at local payment location
Convenient, authorized locations across the state will accept your payment. Please note these locations DO NOT accept payments by mail.
Help with Your Water Bill
Sometimes customers face circumstances that stretch their financial resources. If you cannot pay your bill by the due date, please contact our Customer Service Center before the bill becomes due. Our customer service representatives are available 24 hours a day, 7 days a week at 1.800.422.2782.
Our customer service representatives will work with you on a plan to pay the balance of the bill over time. These payment arrangements require you to:
• Pay at least 25% of your bill within 48 hours of your call.
• Pay the rest of the bill, including any applicable late payment charge according to an agreed upon schedule, not to exceed 6 months.
• Pay all future bills as they become due.
We will create these payment arrangements only with customers who have not broken a similar agreement with us in the past twelve months.
H20 Help to Others
H2O Help to Others is an emergency assistance program created by Illinois American Water and the Salvation Army of Illinois. The program helps provide supplemental funding to Illinois American Water customers who would otherwise have trouble paying their bills.
H2O Help to Others is supported by customers' voluntary donations and contributions from Illinois American Water. Illinois American Water donates approximately $115,000 annually to H2O Help to Others. Customers may make a voluntary donation to the program on their water bills. These donations to the program are in addition to the company donation. The Salvation Army's trained caseworkers determine the needs of families and individuals, who must be Illinois American Water customers.
Who qualifies for H2O Help program assistance?
Any individual or family whose water service is being provided by Illinois American Water and who is in danger of losing their primary source of water and meets the "basic needs" criteria as set by Salvation Army caseworkers.
How do I apply for H2O Help to Others assistance?
Call the Illinois American Water Customer Service Center toll-free at 800.422.2782. Or, you may contact the Salvation Army in your area:
525 Alby Street
Alton, Ill. 62002
20 Glory Place
Belleville IL 62226
East St. Louis
616 N. 16th Street
East St. Louis, Ill. 62205-2512
3007 E. 23rd Street; Box 338
Granite City, Ill. 62040-5911
906 Tower Square Plaza
Marion, Ill. 62959
401 N.E. Adams
Peoria, IL 61603
243 Derby Street
Pekin, Ill. 61554
2212 N. Prospect
Champaign, IL 61822
307 N. Kickapoo
Lincoln, IL 62656
112 N. Division
Pontiac IL 61764
409 Avenue F
Sterling, IL 61081-0336
126 S. Bloomington Street
Streator IL 61364
Chicago Metro Area
437 E. Galena Blvd.
Aurora, IL 60505
1313 Hilltop Avenue
Chicago Heights, IL 60411
290 W. Crystal Lake Ave.
Crystal Lake, IL 60014
609 W. Dempster
Des Plaines, IL 60016
316 Douglas Ave.
Elgin, IL 60120
300 3rd Ave.
Joliet, IL 60433
8354 W. Foster Ave.
Norridge, IL 60706
1 S. 415 Summit
Villa Park, IL 60181
416 S. Madison St.
Rockford, IL 61104
1710 S. 7th Ave.
St. Charles, IL 60174