Customer Assistance: We’re Here to Help

Customer service representative

New Mexico Water recognizes that customers sometimes have difficulty making ends meet—due to job loss, illness, or other hardship—and offers several ways to help you manage your water bill.

Managing Delinquent Accounts

If you are having difficulty paying your water bill, please contact us. We offer payment arrangements and extensions to help.

PromisePay Payment Arrangements

New Mexico Water residential customers with a past-due balance of $50 or more are invited to enroll in customizable, interest-free PromisePay payment plans for past-due water bills. Those who qualify may access the PromisePay online system at The portal enables residential customers to select from various payment plan options, set up automatic payments, and provide contact information for payment reminders and other notifications through text messaging. Both residential property owners and tenants with a New Mexico Water account are eligible for the program.

Low-Income Household Water Assistance Program

Income-qualified customers may also be able to receive financial assistance from the New Mexico Human Services Department’s Low-Income Household Water Assistance Program (LIHWAP) to help pay their water bills. LIHWAP offers a one-time benefit of up to $1,500 for bills accrued during any time frame.
See if you are eligible and learn where to submit an application on our LIHWAP page.

Information on Possible Scams

Some scammers attempt to take advantage of customers by convincing them that payment must be made immediately to avoid disconnection of service. If you receive a call about your water bill and are unsure whether it is legitimate, please hang up, do not provide any credit card or personal information, and call Customer Service for verification.

For general information about scams targeting utility customers, see our Protecting Yourself Against Utility Scams page.