Payment channels

Pay City of Santa Rosa Water

Use the provider’s verified online, telephone, mail, or counter instructions. Check the final confirmation screen for the amount, processing date, and any transaction fee before submitting.

Primary online route

Use the official payment portal

The direct portal is the fastest route when it is available. The provider identifies its payment gateway as InvoiceCloud for online, phone, office, recurring, and card-payment processing; Santa Rosa also links a separate WaterSmart usage portal at https://santarosa.custconnect.com/ for hourly, daily, weekly, and monthly usage and alerts.. Never enter account credentials into a lookalike site reached through an unsolicited message.

Open payment portal ↗

Telephone payment

Phone IVR

(707) 543-4470, a 24-hour bill-pay line accepting credit or debit card payments; customers need the Utility Customer number and Account number. Water Billing representatives use (707) 543-3150 Monday–Friday 8:00 a.m.–5:00 p.m.

Have your account number and payment instrument ready. Follow the provider’s recorded prompts and retain the confirmation number.

Alternative channels

Mail, text, and in-person payment instructions

Pay by text

The current City payment pages publish bill reminders, eBills, AutoPay, and InvoiceCloud account registration but do not publish a water-bill text-to-pay keyword, short code, or SMS enrollment sequence. Customers should use the authenticated InvoiceCloud portal or the 24-hour IVR and should not reply to an unsolicited payment text. WaterSmart can provide usage and high-use alerts through its separate customer account.

Mail-in address

City of Santa Rosa, P.O. Box 1658, Santa Rosa, CA 95402. Mail the payment stub and make checks payable to City of Santa Rosa. Do not mail cash; use the City’s posted cash-payment channel or in-person counter instead.

Counters, drop boxes, and office hours

Santa Rosa Water Billing, 90 Santa Rosa Avenue, City Hall Annex, 1st Floor, Santa Rosa, CA 95404: public counter Monday–Thursday 9:00 a.m.–4:00 p.m. and every other Friday 9:00 a.m.–3:00 p.m.; phone hours Monday–Friday 8:00 a.m.–5:00 p.m. A 24/7 drop box at the rear of the City Hall Annex accepts checks or money orders. Participating 7-Eleven stores accept cash-only payments using the bill’s printed barcode and charge a convenience fee. The City’s 2026 public pages do not list a counter-card acceptance matrix beyond InvoiceCloud’s card processing; confirm before visiting.

Accepted digital instruments

What you can use online

InvoiceCloud supports electronic check/ACH and credit or debit card payments; the City’s payment pages also support automatic direct debit from checking, debit card, or credit card, subject to the 2026 card fee. Customers can use their bank’s bill-pay service with the combined 13-digit Utility Customer and Account number. The current public pages do not verify Apple Pay, Google Pay, PayPal, or Venmo for Santa Rosa Water.

2026 transaction pricing

Convenience fees

Starting January 6, 2026, InvoiceCloud charges 2.95% on every credit or debit card payment, including online, in-office, phone, AutoPay, and recurring transactions, with a $1.95 minimum charge. ACH/eCheck payments from a checking account are not subject to this card transaction fee. Participating 7-Eleven cash payments have a separate convenience fee; returned e-checks incur $25 and card chargebacks incur $57.

Fees can vary by payment type, channel, account class, and processor terms. The checkout screen is the final fee disclosure.

Payment guidance

Choose the payment channel that fits your deadline

The safest payment path is the one published by City of Santa Rosa Water and matched to the account information on your bill. Online portals are convenient, but telephone, mail, counter, and drop-box options may follow different posting schedules and may use different fees.

For a routine payment, save the final confirmation page or IVR number and check when the transaction will post. For a same-day shut-off notice, do not assume that submitting a card payment automatically stops a field order; ask the provider what amount and confirmation are required.

Never send your account number, password, card details, or bank information to Water Ledger. Those details belong only on the provider’s verified payment channel or at an authorized counter.

Return to utility profile →Review shut-off rules →