Payment channels

Pay Kingsport Water Department - Utilities Department

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 HansenCX Customer Information System (Kingsport Utilities web portal). Never enter account credentials into a lookalike site reached through an unsolicited message.

Open payment portal ↗

Telephone payment

Phone IVR

(423) 343-9860; the official payment page identifies this as the 24/7 automated payment system and also uses it for customer service and Grace AI account assistance.

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 City's current payment page does not publish a complete text-to-pay keyword or enrollment sequence. A 2024 CIS presentation describes pay-by-text as an available new-system capability, but customers should enroll only from the authenticated Kingsport Utilities portal or app and verify the current SMS terms before use.

Mail-in address

City of Kingsport, P.O. Box 880, Kingsport, TN 37662. Customers should use the return envelope included with the water bill when available and include the payment stub/account number.

Counters, drop boxes, and office hours

City Hall, 415 Broad Street, Kingsport, Tennessee, Monday-Friday 8:00 a.m.-5:00 p.m. The same address has a 24/7 self-service JACK payment kiosk in drive-thru lane 1 and a payment drop box in drive-thru lane 2, accessible from New Street. The City page says the kiosk/drop box and staffed counter accept the City's published bill-payment methods; cash retail barcode payments are also available at CVS, Walgreens, Dollar General and Walmart with a $2.95 retail transaction charge.

Accepted digital instruments

What you can use online

Visa, Mastercard, Discover and American Express credit/debit cards; checking or savings accounts; PayPal, PayPal Credit, Venmo, Apple Pay and Google Pay. AutoPay/bank draft must be re-enrolled in the new CIS after the 2026 system transition.

2026 transaction pricing

Convenience fees

A dedicated this detail was not publicly posted. For the online Customer Portal; the current City payment page does not state a portal surcharge. A separate $2.95 charge applies when customers choose the listed CVS, Walgreens, Dollar General or Walmart cash-retail bill-pay option.

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 Kingsport Water Department - Utilities Department 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 →