A toilet problem usually falls into one of four paths: the bowl is rising or overflowing, the toilet is clogged or flushing poorly, it keeps running or refilling, or water is appearing around the base. Start with the symptom you actually have.
The first important distinction is whether only this toilet is affected. If other toilets, tubs, showers, sinks, or floor drains are also backing up, move to the Sewer Backup & Sewage Problems guide.
If the Toilet Bowl Is Full or Rising
Do not flush it again. Repeated flushing can turn a clog into an overflow.
If water is continuing to rise and you can safely reach the small shutoff valve behind or beside the toilet, turn it clockwise until closed. Do not force a valve that will not move normally.
If sewage or dirty water is also appearing from another fixture, stop using plumbing in the home and follow the sewer-backup guidance instead of continuing to troubleshoot the toilet.
If One Toilet Is Clogged or Flushing Poorly
If the bowl is not close to overflowing and no other plumbing fixture is backing up, try a proper toilet plunger. A toilet plunger has a flange that extends into the drain opening and helps create a seal.
Place the plunger over the opening, establish a seal, and use controlled push-and-pull strokes. Avoid repeated test flushes while the bowl remains high.
If plunging does not clear the toilet, the problem returns, or this is the only usable toilet in the home, submit a maintenance request.
If the Toilet Keeps Running or Randomly Refills
First make sure the flush handle returns to its normal position. If it does, you may lift the tank lid and look at the accessible components without taking anything apart.
If the toilet is running continuously and you need to stop the water while the problem is reported, close the toilet shutoff valve clockwise if it moves normally.
A toilet that periodically refills can also be losing water silently. The Hidden Leak Checks guide includes a simple toilet dye test.
If Water Appears Around the Toilet Base
Stop using the toilet if water appears around the base when it is flushed. Wipe up a small amount of clean water if you can do so safely so you can tell whether new water returns.
If water continues to flow even when the toilet is not being used, close the toilet's shutoff valve if it is readily accessible and moves normally.
Submit photos showing the base of the toilet and surrounding floor. Tell us whether the water appears only after a flush or whether it continues at other times.
What to Include in Your Maintenance Request
Tell us whether the toilet is clogged, overflowing, running, weak-flushing, or leaking; whether any other plumbing fixtures are affected; whether the shutoff valve was used; and what happened when you tried the safe steps above.
Use the PMI James River resident portal to report an unresolved problem. For other water-related symptoms, return to Plumbing & Water Problems.
Published: September 2, 2026
