A: Reasons why your automatic payment may have not been deducted:
- You may have recently enrolled – AP Service will take effect on your next billing cycle. If you have a current bill due, you will need to submit a manual payment for the amount due.
- Your payment source may have expired or may no longer be valid – To update/change your payment source, log in to your account, select "My Profile" on the left menu, and then select the "Manage Payment Sources" tab. You can add a new payment source, delete the old one, or select "Edit Payment Source" to update the expiration date.
- Your financial institution rejected or did not process the payment – In some cases, the AP withdrawal was initiated by the LADWP but the receiving financial institution rejected the payment (multiple possible reasons). When this occurs you must contact your financial institution for more information.
A: A duplicate payment is an indication that a manual payment was made before or after the AP processed. To prevent duplicate charges, no manual payments should be made to an account actively enrolled in AP.
A: To update/change your payment source, log in to your account and then select "Manage Payment Sources" on the left menu. You can add a new payment source and delete exisiting ones.
A: To enroll in AP Service, log in to your account, then select “Enroll in Automatic Payment Service” below Billing Options on the Account Summary page, and follow the instructions.
AP Service will take effect on your next billing cycle. If you have a current bill due, you will need to submit a manual payment for the amount due.
A: To cancel AP Service, log in to your account, then select “Edit Automatic Payment Service” below Billing Options on the Account Summary page, and follow the instructions.
To suspend AP Service for your current billing period, please contact us by phone (Residential Contact Us or Commercial Contact Us) or in person (visit any of our LADWP Customer Service Centers).
WARNING: If you cancel AP Service on the Auto Payment Date displayed at the top, right corner of your current LADWP bill, the AP withdrawal will still occur as scheduled.
A: A Payment Extension delays your total balance due date to allow you more time to pay. This option does not exempt you from incurring late payment fees.
Online – Quickest option! Log in to your account, from the Account Summary page for your account select “Pay Plan Options” (near the bottom), and then select “Request a Payment Extension”
By Phone – Residential Contact Us or Commercial Contact Us
In Person – Visit any of our LADWP Customer Service Centers
For more information, go to Pay Plan Options.
A: A Pay Plan spreads out your past due balance payment over several bills to make it easier to pay.
Online – Quickest option! Log in to your account and from the Account Summary page for your account select “Pay Plan Options” (near the bottom).
By Phone – Residential Contact Us or Commercial Contact Us
In Person – Visit any of our LADWP Customer Service Centers
For more information, go to Pay Plan Options.
A: LADWP offers a variety of payment options to our customers to make it easier to pay their bill. To see the full list, go to Residential Bill & Payment or Commercial Bill & Payment.
A: LADWP is resuming collection processes for customers with past-due balances — including electric and/or water service disconnections for nonpayment — in July 2023.
Customers with past due balances will receive a “Past Due Notice” via standard U.S. mail. If payment is not received, the customer may be subject to disconnection and will receive a separate “Disconnect Notice” via standard U.S. mail. Customers with past due balances may also receive additional notifications via postcard and/or email.
A: To better assist our customers, LADWP suspended disconnections for nonpayment in March 2020, at the beginning of the COVID-19 pandemic. Now that the COVID-19 emergency declaration is no longer in effect, LADWP is returning to normal operations.
A: Customers with past-due balances who receive a “Disconnect Notice” from LADWP may be subject to disconnection for nonpayment. Customers enrolled in a payment agreement program are protected from disconnection as long they maintain payments in full and on time in accordance with the terms of their payment agreement.
Customers enrolled in LADWP’s EZ-SAVE or Lifeline programs are not subject to disconnection for non-payment, per Board Motion.
A: LADWP knows that the COVID-19 pandemic financially impacted many customers. Customers with past due balances, including those that may have services disconnected for non-payment, are encouraged to contact LADWP at 1-800-DIAL DWP (1-800-342-5397) to discuss available assistance and payment agreement programs.
A: The “Disconnect Notice” indicates the date by which payment must be received to avoid service disconnection. Service could be disconnected as soon as the next business day after that due date, unless the customer pays the past due balance, or contacts LADWP to enroll in a payment agreement program.
A: Customers are encouraged to contact LADWP at 1-800-DIAL DWP (1-800-342-5397) to discuss options, available assistance, and payment agreement programs. To learn more about assistance programs, please see our Financial Assistance page.
A: LADWP reserves the right to charge a 1.5% monthly late fee on the past due balance.
A: No, any customer enrolled in a payment agreement program should not receive “Past Due” or “Disconnect Notice” letter, as long as payments are being made on time as designated by the payment agreement program in which they are enrolled. If a customer has reason to believe they were sent a “Disconnect Notice” in error, they are encouraged to contact LADWP at 1-800-DIAL DWP (1-800-342-5397) immediately.
A: LADWP stopped collections and disconnection efforts for nonpayment in March 2020, when the COVID-19 pandemic began. LADWP then updated the payment agreement program offerings to be more flexible considering customer needs and situations. The LADWP moratorium on disconnections for nonpayment expired on March 31, 2022. LADWP has worked with State and local agencies to aid eligible customers since the COVID-19 pandemic began. Now that the COVID-19 emergency declaration is over, disconnections for non-payment are resuming.
Note: LADWP will temporarily suspend customer utility shutoffs for nonpayment during the issuance of local National Weather Service extreme weather alerts (e.g., Heat Advisory, extreme cold/frost/freezing). For more information, read about the Board motion here.