Frequently asked questions

  • In partnership with the Los Angeles Department of Water and Power (LADWP), PromisePay offers eligible LADWP residential customers convenient, flexible, and affordable payment plans for their LADWP bill balance. The maximum PromisePay payment plan duration offered will be 12 months. PromisePay is an autopay system; customers who enroll in the pilot must add a payment method that will be automatically charged each month. Eligible LADWP customers can enroll:

    • Online: ladwp.promise-pay.com
    • By phone: (213) 845-2397

  • Eligible residential customers who have past due balances on their LADWP account will be notified of their eligibility for the PromisePay pilot by postcard and email (LADWP) and text (Promise). If a customer has received a postcard, email, or text about the PromisePay pilot program, they are eligible.

    The pilot is limited to 5,000 eligible residential customers. The enrollment period is 12 weeks or once the enrollment limit is reached. Eligible residential customers may receive up to 8 text messages from PromisePay during the enrollment period encouraging them to sign up. At the end of each text message is an option for the customer to opt out of receiving additional text messages from PromisePay.

  • No, PromisePay payment plans are interest-free, and the customer will not pay any transaction fees.

  • An eligible customer can easily and quickly sign up for PromisePay:

    • Online at ladwp.promise-pay.com or by phone by calling Promise at (213) 845-2397
    • The customer will need their LADWP account number, billing ZIP code, and billing name to log in to the PromisePay system.
    • The customer will make their first payment upon enrollment. PromisePay accepts credit/debit cards, bank transfers (ACH), ApplePay, GooglePay, and prepaid debit cards.
    • The customer's monthly payment is made easy with automated monthly payments and reminders. Customers will also be reminded that they must pay their regular bill as well or the plan will break.

  • Customers without access to a credit/debit card or bank account may enroll with a prepaid debit card. These reloadable, prepaid cards can be purchased at local grocery stores and may be refilled and used for automatic payments. The card needs to be registered and funded before enrolling. Please note that these are not gift cards. Certain cards charge activation fees, so the customer must load enough to cover both the activation fee and their PromisePay payment plan enrollment payment.

  • The plan will include the customer's account balance at the point they enroll in a PromisePay payment plan. Plan payments are made directly to Promise.

  • PromisePay payment plans are designed to be flexible — customers can request a one-time extension or adjust key aspects of their plan as needed (such as the payment date), if they make at least one payment each month.

  • Customers cannot add new LADWP bill charges to their existing PromisePay payment plan after enrollment.

  • All new charges on LADWP bills issued after PromisePay payment plan enrollment must be paid directly to LADWP.

  • The LADWP bill is due upon being issued and is considered past due after 19 days of the bill issued date.

  • No, customers can only have one active pay plan or payment arrangement on their LADWP account.

  • To avoid any disruption of service, a customer must submit timely payments on their established PromisePay payment plan and pay all new LADWP bill charges by their respective due dates directly to LADWP.

  • Yes, if a customer signs up for a payment plan with PromisePay they can still get any available community-based grants or other relief that they are otherwise qualified for.

  • No, only active and pilot-eligible accounts may enroll in a PromisePay payment plan.

  • Only active LADWP accounts are eligible to remain on a PromisePay payment plan. An account that becomes inactive after enrolling in a PromisePay payment plan will have their plan cancelled.

  • Call PromisePay at (213) 845-2397. Agents are available Monday - Friday, from 7:00am - 7:00pm PT.

  • The customer should call LADWP at 1-800-DIAL-DWP (1-800-342-5397). LADWP customer service representatives are available to assist Monday through Friday from 7 a.m. to 7 p.m. PST and on Saturdays from 7 a.m. to 2:00 p.m. PST.

  • LADWP customer support is available Monday through Friday from 7 a.m. to 7 p.m. PST and on Saturdays from 7 a.m. to 2:00 p.m. PST. LADWP is closed on the following holidays:

    • New Year's Day
    • Martin Luther King Jr. Day
    • Presidents Day
    • Memorial Day
    • Juneteenth
    • Fourth of July
    • Labor Day
    • Indigenous Peoples' Day
    • Veterans Day
    • Thanksgiving Day
    • Friday after Thanksgiving
    • Christmas Day

  • PromisePay customer support is available Monday through Friday from 7 a.m. to 7 p.m. PST. PromisePay is closed on the following holidays:

    • New Year's Day
    • Martin Luther King Jr. 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