The City of Richmond Department of Public Utilities will implement changes to its PromisePay payment plan terms starting September 1, 2025. The update comes as the department prepares for a new customer portal launch in early 2026.
Under the revised terms, new PromisePay plans set up on or after September 1, 2025, will allow repayment periods of up to 12 months. Customers who have already established payment plans before that date can continue with their current repayment arrangements.
Additionally, customers who are in good standing will be permitted one opportunity to add an extra balance to their existing PromisePay Payment Plan balance.
The department encourages those needing longer repayment periods for large overdue balances to act before the changes take effect.
According to the Department of Public Utilities, these updates are intended to streamline services ahead of the upgraded customer portal’s rollout. The new portal aims to improve how customers manage their accounts and interact with utility services. Financial assistance programs such as MetroCare remain available for those seeking additional support through the city’s official website at https://rva.gov/public-utilities/billing.
