American Water
American Water  
HomeContact UsPress RoomInvestor RelationsCorporate ResponsibilityCareersLearning Center

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

Automatic Payment
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

  1. Locate your account number on your billing statement or notice.
  2. Locate the scheduled disconnection date on the notice.
  3. Submit your online payment using our new My H2O Online self service site.
  4. Record your 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
Payment Arrangements
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:

Alton
525 Alby Street
Alton, Ill. 62002
(618) 465-7765

Belleville
20 Glory Place
Belleville IL 62226
(618) 235-7378

East St. Louis
616 N. 16th Street
East St. Louis, Ill. 62205-2512
(618) 874-3136

Granite City
3007 E. 23rd Street; Box 338
Granite City, Ill. 62040-5911
(618) 451-7957

Cairo
906 Tower Square Plaza
Marion, Ill. 62959
(618) 993-5854

Peoria
401 N.E. Adams
Peoria, IL 61603
(309) 655-7220

Pekin
243 Derby Street
Pekin, Ill. 61554
(309) 346-3010

Champaign
2212 N. Prospect
Champaign, IL 61822
(217) 373-7832

Lincoln
307 N. Kickapoo
Lincoln, IL 62656
(217) 732-7890

Pontiac
112 N. Division
Pontiac IL 61764
(815) 844-5005

Sterling
409 Avenue F
Sterling, IL 61081-0336
(815) 625-1622

Streator
126 S. Bloomington Street
Streator IL 61364
(815) 672-2746

Chicago Metro Area

Aurora
437 E. Galena Blvd.
Aurora, IL 60505
(630) 897-7265

Chicago Heights
1313 Hilltop Avenue
Chicago Heights, IL 60411
(708)754-3062

Crystal Lake
290 W. Crystal Lake Ave.
Crystal Lake, IL 60014
(815) 455-2769

Des Plaines
609 W. Dempster
Des Plaines, IL 60016
(847) 981-9111

Elgin
316 Douglas Ave.
Elgin, IL 60120
(847) 741-2304

Joliet
300 3rd Ave.
Joliet, IL 60433
(815) 726-4834

Norridge
8354 W. Foster Ave.
Norridge, IL 60706
(708) 456-6220

Oakbrook Terrace
1 S. 415 Summit
Villa Park, IL 60181
(630) 629-3044

South Beloit
416 S. Madison St.
Rockford, IL 61104
(815) 972-1135

St. Charles
1710 S. 7th Ave.
St. Charles, IL 60174
(630) 377-2769