Frequently asked questions
PromisePay is an online service that makes it easy to find bill assistance programs and pay off your past-due balance. PromisePay works with Toledo Water & Sewer to offer interest-free payment plans for your debt.
Toledo Water & Sewer is offering bill assistance programs and interest-free payment plans to help you repay your past balance.
Times are tough, and many are suffering from the effects of COVID-19 and the economic downturn. Toledo Water & Sewer offers bill assistance programs and payment plans to help customers get back on their feet.
Toledo Water & Sewer customers may be eligible for a number of bill assistance programs and/or payment plans. If you have accrued debt during the pandemic, if you qualify as a low-income household, or if you are a senior or disabled homeowner, you may be eligible for one or several programs. Use the Promise portal to check what options are available.
Please coordinate with your tenant to fill out the form available here, then mail, email, or submit in-person to Toledo Water & Sewer (details included in form).
Please coordinate with your landlord to fill out the form available here, then mail, email, or submit in-person to Toledo Water & Sewer (details included in form).
PromisePay payment plans are interest-free. There is a transaction fee when making a payment, but there are no late fees, no prepayment penalties, or hidden fees.
Signing up for a plan takes only a couple of minutes, no additional documents, no credit checks.
- Enter your account number and service zip code to see all available options and plans pre-approved for your account.
- Pick monthly payment and plan length that works for you
- Make your first payment to enroll. And you are done! (You can pay with credit, debit, and ACH).
Once enrolled, your payment plan balance is protected from late fees and can't cause service disconnection. Please note that you must stay current on your upcoming bills and pay them to Toledo Water & Sewer directly.
Your past due balance is split across the number of payments you select. Then, the payment method provided will be auto-charged monthly on the same date. You will receive a reminder in advance of the charge.
Note: you will still need to make any payments for ongoing bills to Toledo Water & Sewer directly to keep your account in good standing.
It is important to note there will be two payments: you will pay your payment plan amount to PromisePay and you will pay your current water and trash bills to Toledo Water & Sewer directly.
PromisePay allows you to make changes to your plan to meet your needs -- request an extension, change the dates of your payments, or update the payment method. If you need help, just let us know. We’re here for you!
Yes, if you sign up for a payment plan with PromisePay you can still get any available community-based grants or other relief that you qualify for.
Promise offers a full call center to assist any individuals who are unable to make a payment through or otherwise access the online platform.
Call PromisePay at (419) 314-3402. Agents are available Monday - Friday, from 7am - 5:30pm ET.
Call Toledo Water & Sewer directly at (419) 245-1800. Agents are available Monday through Friday.
Call Toledo Water & Sewer directly at (419) 245-1800. Agents are available Monday through Friday.
PromisePay recognizes the following holidays and our customer representatives are not available:
- New Year's Day
- Martin Luther King Day
- Presidents' Day
- Memorial Day
- Juneteenth
- Fourth of July
- Labor Day
- Indigenous Peoples' Day
- Veterans Day
- Thanksgiving Day
- Friday after Thanksgiving
- Christmas Eve
- Christmas Day
- New Year's Eve
Fresh Start is a limited-time debt relief program from Toledo Water & Sewer. If you have a past-due balance of at least $300 as of June 1, 2026, you may be eligible to pay up to 50% of what you owe and receive a matching dollar-for-dollar credit from Toledo. Any remaining balance can be enrolled in an interest-free payment plan of up to 24 months.
For every dollar you pay toward your past-due balance, Toledo Water & Sewer will apply a matching credit to your account. For example, if your past-due balance is $1,000 and you pay $300, Toledo will credit $300 — reducing your balance by $600 total. The more you pay upfront, the more debt is wiped away.
You must pay at least 10% of your past-due balance to enroll in Fresh Start. You can pay up to 50%. Any remaining balance after your payment and matching credit are applied will be enrolled in an interest-free payment plan.
Yes. You must have a past-due balance of at least $300 as of June 1, 2026 to be eligible for Fresh Start. There is no maximum balance and no income requirement.
Fresh Start is a limited-time program. Enrollment is open now — we encourage eligible customers to enroll as soon as possible. Visit toledo.promise-pay.com to check your eligibility and enroll.
Yes. If you are currently enrolled in a PromisePay payment plan and have a past-due balance of at least $300 as of June 1, 2026, you are eligible to upgrade your existing plan to Fresh Start. You can do this online at toledo.promise-pay.com.
No. The Fresh Start credit can only be applied once per account. If your Fresh Start plan is cancelled, you may re-enroll in a standard PromisePay payment plan, but you will not be eligible for an additional Fresh Start credit.
Yes. Enrolling in Fresh Start and staying current on both your payment plan and new bills will protect your account from disconnection for the duration of your plan. If your plan is cancelled due to non-payment, shutoff protections will no longer apply.