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 the Toledo DPU to offer interest-free payment plans for your debt.

Toledo DPU 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 DPU offers bill assistance programs and payment plans to help customers get back on their feet.

Toledo DPU 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 DPU (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 DPU (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.

  1. Enter your account number and service zip code to see all available options and plans pre-approved for your account.
  2. Pick monthly payment and plan length that works for you
  3. 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 DPU 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 DPU 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 DPU 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.

The Debt Forgiveness Program is a new program from the City of Toledo to help eligible low-income, senior, or disabled Toledo residents pay off water bill balances. For more information on the program and eligibility requirements, please visit https://toledo.oh.gov/residents/water/financial-assistance/debt-forgiveness.

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 through Friday.

Call Toledo DPU directly at (419) 245-1800. Agents are available Monday through Friday.

Call Toledo DPU directly at (419) 245-1800. Agents are available Monday through Friday.

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