Austin Water Bill Pay, Login, Phone and Emergency Help
Use this guide as a practical Austin utility desk. Pay the bill, log in, call the right department, start or transfer service, report a leak, check a high water bill, understand wastewater averaging, use My ATX Water, and avoid the wrong route during disconnection or emergency issues.
Start Here: Austin Water vs City of Austin Utilities
Need |
Use this official route |
Prepare first |
Do not miss |
|---|---|---|---|
Pay Austin water bill / log in |
Utility account number, service address, payment method, email, bill copy. |
The bill may include water, wastewater, electric, solid waste, drainage and street service — not only water. |
|
Quick one-time payment |
Account number and card/bank payment method. |
Quick Payments post same day, but transaction fees apply. |
|
Billing, deposits, extensions, start/stop service |
Customer Care: 512-494-9400 |
Account number, ID, service address, move date, payment notice if any. |
Customer Care handles billed utility services, not only Austin Water. |
Outside Austin toll-free billing help |
Same account details as regular Customer Care. |
Use for City of Austin Utilities account help if calling from outside Austin. |
|
Water leak / main break / water-wastewater emergency |
Austin Water Dispatch: 512-972-1000 |
Exact location, cross street, leak type, time started, safety risk. |
Available 24/7. Check the Leak Response Map first if possible. |
Non-emergency water issue |
Call 3-1-1 or 512-974-2000 |
Address, issue type, photo if safe, when issue started. |
Examples: bees in meter, taste/odor concern, sewer odors, manhole issues. |
My ATX Water smart meter / leak alerts |
Utility account access and meter/customer details. |
Billing questions still go to 512-494-9400; meter/portal questions can go to myatxwater@austintexas.gov. |
|
Watering restriction / assigned watering day |
Address type: residential, commercial, multifamily, HOA, school, golf course. |
Restrictions change by stage; check before running irrigation. |
Important split: for bills, payment plans, deposits, start/stop service and account login, use City of Austin Utilities Customer Care. For a real-time water leak, main break, sewer emergency or urgent field response, use Austin Water Dispatch.
Official Phone, Address, Hours and Service Contacts
City of Austin Utilities Customer Care
Phone: 512-494-9400
Toll-free outside Austin: 888-340-6465
TDD: 512-477-3663
Fax: 512-505-4035
Austin Water
Emergency / Dispatch:
512-972-1000
Physical address:
Austin Water
625 E. 10th St.
Austin, TX 78701
Mailing / payment addresses
Customer Care mail:
City of Austin – Customer Care
4815 Mueller Blvd.
Austin, TX 78723-3573
Payment processing:
City of Austin – Payment Processing
PO Box 2267
Austin, TX 78783-2267
Office / route |
Address / number |
Use for |
|---|---|---|
Utility Customer Service Center — North |
8716 Research Blvd., Suite 115, Austin, TX 78758 |
Walk-in utility account help and payment services. Open Monday-Friday, 8:00 AM-4:30 PM. |
Utility Customer Service Center — South |
1901 W. William Cannon Drive, Suite 100, Austin, TX 78745 |
Walk-in utility account help and payment services. Open Monday-Friday, 8:00 AM-4:30 PM. |
Austin Water physical address / downtown drop box |
625 E. 10th Street, Austin, TX 78701 |
Austin Water physical location and listed payment drop-box address. |
Utility payment drop box |
505 Barton Springs Road, Austin, TX 78704 |
Check or money-order drop box. Do not use cash. |
Non-emergency City service |
3-1-1 or 512-974-2000 |
Non-emergency service requests, water quality/taste/odor concerns, sewer odor, manhole concerns, watering violation reports. |
Power outage |
512-322-9100 |
Not water, but often appears on the same City utility bill. |
Service-area clarity: the City of Austin utility bill can combine multiple City services. A water customer may see Austin Water charges, wastewater charges, drainage charge, electric service, solid waste, transportation/street service or other City utility line items depending on location and account type.
Pay Bill or Log In: Exact Austin Utility Steps
Online Customer Care
Pay bill, set automatic payments, sign up for paperless eBills, monitor usage and manage account features.
Customer Care
Account help:
512-494-9400
Use for hardship, extension, arrangement, bill dispute or account problem.
Confirm the bill is City of Austin Utilities
Before paying, check the provider name, service address and account number. Some surrounding-area customers may have a different water provider or third-party apartment billing company.
Choose login vs Quick Payment
Use login when you need account history, autopay, paperless billing, usage or service changes. Use Quick Payment when you need a one-time payment without account setup.
Watch payment timing
Quick Payments post same day. Drop-box payments can take 3-5 business days to post and should not be used after a disconnection notice.
Save proof before closing the page
Keep the confirmation number, payment amount, account number, date/time, payment method and screenshot if your account is past due or you are requesting restoration.
Payment route |
Official detail |
Best for |
Warning |
|---|---|---|---|
Online Customer Care |
Pay your bill, set automatic payments, sign up for paperless eBills, monitor usage, read utility news and manage account features. |
Full account management. |
After service is established, register before relying on online self-service. |
Autopay |
Utility bill is deducted automatically from bank account each month. City page describes it as free and cancellable. |
Recurring monthly payment without manual action. |
Confirm autopay is active before skipping a payment. |
Quick Payment online / phone |
Pay immediately without login through Paymentus. Residential quick-payment fee listed at $3.90; commercial at $10.00. |
Fast payment, especially if timing matters. |
Fees apply; use correct account number. |
Walk-in Utility Customer Service Center |
North: 8716 Research Blvd., Suite 115. South: 1901 W. William Cannon Dr., Suite 100. |
In-person account or payment help. |
Open Monday-Friday, 8:00 AM-4:30 PM. |
Authorized pay station |
ACE Cash Express, CVS, Dollar General, H-E-B, Office Depot, Randalls, Regions Bank, Walgreens, Walmart/Woodforest and Western Union routes are listed. |
Customers who need local cash/payment options. |
Stores may charge handling fees; pay stations provide payment only, not detailed account service. |
Drop box |
Check, cashier’s check or money order accepted at listed drop boxes. |
Non-urgent payments with bill stub. |
Do not put cash in a drop box. Do not use drop box after non-payment disconnection notice. |
Mail |
Mail payment to City of Austin – Payment Processing, PO Box 2267, Austin, TX 78783-2267. |
Normal bills with enough mailing time. |
Include account number on all payments and correspondence. |
Start, Stop or Transfer City of Austin Water Service
Ways to request service changes
- Call Customer Care at 512-494-9400.
- Register or log in to Online Customer Care.
- Visit a walk-in Utility Customer Service Center.
- Use the same route for electric, water, solid waste and other City utility services when billed by the City.
Prepare before calling
- Service address.
- Move-in, move-out or transfer date.
- Government ID if requested.
- Mailing address and phone/email.
- Existing account number if transferring or stopping service.
- Lease/ownership details if requested.
Deposits and initiation fees
- The City charges fees and security deposits to start utility service.
- Deposit waivers may be available depending on account situation.
- Deposits can be refunded with interest when conditions are met.
- Ask before service date so deposit issues do not delay service.
Situation |
Use this route |
Ask this question |
|---|---|---|
New resident moving to Austin |
Start service through Online Customer Care or 512-494-9400. |
“What services will appear on my first City utility bill at this address?” |
Moving within Austin |
Transfer service, do not just start a new account without closing the old location. |
“Can you confirm stop date at old address and start date at new address?” |
Moving out / final bill |
Stop service through Online Customer Care or Customer Care phone. |
“Where will the final bill or deposit refund be sent?” |
Commercial account |
Customer Care and commercial utility account routing. |
“What deposit, initiation fee and required business documents apply?” |
New water/wastewater tap or development |
Austin Water Utility Permitting / Austin Build + Connect routes. |
“Do I need residential meter, commercial meter, reclaimed water service, tap plan or impact fee review?” |
Leaks, Main Breaks, Sewer Issues and Non-Emergency Water Problems
24/7 Austin Water Dispatch
Call: 512-972-1000
Use for water leaks, main breaks, wastewater emergencies and urgent field-response issues.
Check leak map first
If a leak already appears on the Leak Response Map, Austin Water says no further action is needed. If not shown, call Dispatch.
Public vs private side
Austin Water maintains water mains. Property owners are responsible for service lines past the meter and internal plumbing issues.
Problem |
What to say |
Useful details |
|---|---|---|
Water leak / main break |
“Water is leaking/bubbling at [address or cross street]. I checked the leak map and did/did not see it.” |
Traffic hazard, sidewalk damage, direction of flow, hydrant/valve nearby, photos only if safe. |
No water or low pressure |
“My property at [address] has no water/low pressure. It started at [time].” |
Neighbors affected, outage notice, construction nearby, frozen-pipe clues, account status. |
Sewer backup / wastewater issue |
“Wastewater is backing up at [toilet/tub/floor drain/manhole].” |
Stop using water, avoid contact, keep children/pets away, note whether neighbors are affected. |
Bees in meter / taste or odor / sewer odor / manhole problem |
“This is a non-emergency water issue at [address].” |
Call 3-1-1 or 512-974-2000; investigation may take 1-3 business days. |
Hydrant leak / repair need |
“Hydrant at [location] is leaking/damaged/needs repainting or repair.” |
Call Austin Water Dispatch at 512-972-1000. |
Emergency rule: do not email or use slow forms for active leaks, water main breaks, wastewater backups, or water/wastewater emergencies. Call 512-972-1000.
2026 Water / Wastewater Rates, Bill Lines and Wastewater Averaging
FY 2025-26 rates
Current residential water and wastewater rate documents are effective November 1, 2025.
Wastewater averaging
Austin Water calculates wastewater charges using winter/low-use months so outdoor irrigation does not raise wastewater charges all year.
CAP rates
Customers who qualify for Customer Assistance Program rates may see lower eligible volume charges.
RCC / GoPurple
Residential rate documents also explain community-benefit and GoPurple charges tied to CAP and reuse strategy support.
Bill/rate item |
Official detail |
Why it matters |
|---|---|---|
Residential water and wastewater rates |
Use Austin Water’s current Rates and Fees page and the FY 2025-26 Residential Customers PDF. |
Rates can change by fiscal year; verify before publishing exact dollar amounts. |
Wastewater customer charge |
Residential wastewater customer monthly charge is listed as $11.26 in the 2025-2026 rate document. |
Explains part of the fixed wastewater cost. |
Wastewater volume charge |
Wastewater rates are charged per 1,000 gallons of wastewater billed during the billing period, based on wastewater averaging or monthly water consumption, whichever is lower. |
Outdoor watering outside the averaging period usually should not increase fixed wastewater rate. |
Wastewater non-CAP volume tiers |
0-2,000 gallons: $6.30; 2,001+ gallons: $13.40 in the listed 2025-2026 residential wastewater table. |
Useful for explaining wastewater portion of bill. |
Wastewater CAP volume tiers |
0-2,000 gallons: $3.80; 2,001+ gallons: $9.85 in the listed 2025-2026 residential wastewater table. |
Useful for eligible CAP customers comparing charges. |
Community Benefit Charge |
$0.30 per 1,000 gallons billed for Non-CAP customers to fund CAP. |
Small line-item that can confuse customers comparing bills. |
GoPurple Community Benefit Charge |
$0.15 per 1,000 gallons billed to support Water Forward reuse strategy foundations. |
Explains GoPurple charge line. |
Purple Choice voluntary option |
Retail customers, including CAP customers, may voluntarily opt in to support reuse strategies; charge listed at $6.00 per account/customer per month. |
Useful if customer sees or wants to opt into reuse-network support. |
Drainage charge |
City utility bills may include drainage charge, which supports flooding, erosion and water pollution solutions. |
It may appear on the same bill but is not a drinking-water volume charge. |
Wastewater averaging tip: reduce irrigation, pool filling, car washing and other outdoor water use during your three-month wastewater averaging period. Austin Water says the wastewater average is based on all three months, and service must be active at least 60 days to qualify; otherwise a default wastewater average may apply.
High Water Bill, Leak Adjustment and My ATX Water
My ATX Water
My ATX Water is Austin’s citywide smart-meter system and gives near-real-time water-use data, customized notifications and leak alerts.
Leak bill adjustment
Submit leak repair receipt/invoice, account number, property address, high-bill date range, repair date and repair description within 90 days of leak repair.
Non-leak high bill adjustment
Single-family residential customers may qualify if they have at least four months of billing history, no adjustment in the past two years, and were billed at least three times expected volume.
High-bill task |
What to check |
Next action |
|---|---|---|
Review usage |
Use My ATX Water to look for sudden spikes, overnight continuous use, irrigation patterns or leak alerts. |
Save screenshots if requesting adjustment or review. |
Check billing issue |
Confirm service dates, usage, wastewater average, CAP status, rate changes and past balance. |
Call 512-494-9400 for billing/account review. |
Check leak side |
Austin Water handles mains; property owners are responsible past the meter and internal plumbing. |
Call plumber if leak is on private side; call Dispatch for public-side leak. |
Leak adjustment |
Repair proof, account number, service address, high-bill date range, repair date/description. |
Email customercare@coautilities.com or fax 512-505-4035 within 90 days of repair. |
Non-leak adjustment |
At least three times expected usage, single-family residential, no adjustment in past two years. |
Submit High Volume Water Bill Adjustment Application within 90 days of the high-use bill. |
Meter/manual opt-out |
Customers who opted out of wireless meter transmission still have digital display but do not get daily data, leak alerts or emergency water info through the portal. |
Manual meter reading opt-out charge is listed as $10 monthly; call 512-494-9400 to change opt-out status. |
Payment Extension, Arrangement and Customer Assistance
Payment extension
A payment extension can extend the bill’s due date for a short period to keep the account in good standing.
Payment arrangement
A payment arrangement spreads a past-due balance over monthly installments to help keep utility accounts in good standing.
Hardship help
If you cannot pay your utility bill, call City of Austin Utilities Customer Care at 512-494-9400 before the account reaches disconnection risk.
Situation |
Best action |
Ask this |
|---|---|---|
Bill not yet past due |
Ask about payment extension. |
“What date can I extend to, and will service remain in good standing?” |
Past-due balance |
Ask about payment arrangement. |
“Can the past-due amount be spread over monthly installments?” |
Cannot afford bill |
Ask Customer Care about Customer Assistance Programs. |
“Can you screen this account for CAP, Plus 1, or hardship assistance?” |
Cash/authorized pay station |
Use official authorized pay stations with bill copy or Paymentus barcode if applicable. |
“Will this payment post today, and is there a handling fee?” |
Disconnection notice |
Do not use a drop box; pay online, at a walk-in center, or authorized pay station. |
“Which payment method protects service today?” |
Water Quality, Conservation Stage Restrictions and Wastewater Protection
Water quality reports
Austin Water publishes annual water quality reports and current water-quality summaries. For source-water or water-quality concerns, the Water Quality Manager number listed is 512-972-0012.
Current restrictions
As of Sept. 2, 2025, Austin is under Conservation Stage Water Use Restrictions. Always verify current status before running irrigation.
Leak loss tracking
Austin Water reports Infrastructure Leak Index data and encourages customers to report leaks and use My ATX Water alerts for private-side detection.
Topic |
Current official detail |
User action |
|---|---|---|
Residential hose-end sprinklers and drip irrigation |
2 days per week, midnight-10 AM or 7 PM-midnight. Even addresses: Thursday and Sunday. Odd addresses: Wednesday and Saturday. |
Check assigned watering day before watering. |
Residential automatic/manual irrigation systems |
1 day per week, midnight-10 AM or 7 PM-midnight. Even addresses: Thursday. Odd addresses: Wednesday. |
Set controller correctly and review My ATX Water use after irrigation. |
Commercial / multifamily drip irrigation |
2 days per week, Tuesday and Friday, midnight-10 AM or 7 PM-midnight. |
Verify whether property is commercial, multifamily or HOA category. |
Wasting water |
Wasting water is prohibited. Home car washing must use positive shutoff valve. Restaurants may not serve water unless requested. |
Report violations through 3-1-1 with address, date, time and type of violation. |
Exemptions |
Hand-held hose/refillable container, Treegator/soaker hose/tree bubbler, vegetable garden drip/soaker hose, public health/safety, reclaimed/auxiliary water and some athletic fields are listed exemptions. |
Do not assume a variance until approved. |
Water quality concern |
Use water quality reports and summaries for current test information. |
Describe hot/cold, one tap/all taps, color/odor/taste, time started and recent plumbing work. |
Map: Austin Water and Utility Customer Service Locations
Use this map for Austin Water at 625 E. 10th St. For walk-in utility billing/account help, use the North or South Utility Customer Service Centers listed below.
Location / route |
Address / link |
Use for |
|---|---|---|
Austin Water physical address |
625 E. 10th St., Austin, TX 78701 |
Austin Water location and listed downtown drop-box address. |
Utility Customer Service Center — North |
8716 Research Blvd., Suite 115, Austin, TX 78758 |
Walk-in utility bill/account help, Monday-Friday 8 AM-4:30 PM. |
Utility Customer Service Center — South |
1901 W. William Cannon Drive, Suite 100, Austin, TX 78745 |
Walk-in utility bill/account help, Monday-Friday 8 AM-4:30 PM. |
Customer Care mailing address |
4815 Mueller Blvd., Austin, TX 78723-3573 |
Customer Care correspondence; include account number. |
Payment processing mail |
City of Austin – Payment Processing, PO Box 2267, Austin, TX 78783-2267 |
Mail utility payments with account number. |
Online Customer Care |
Pay bill, register, autopay, paperless billing, usage, service changes. |
City of Austin Water Utility FAQ
Where do I pay my City of Austin water bill online?
Pay through City of Austin Utilities Online Customer Care at coautilities.com. Your bill may include water, wastewater, electric, solid waste, drainage and street-service charges, depending on your account.
What is the City of Austin Utilities billing phone number?
Call City of Austin Utilities Customer Care at 512-494-9400. Outside Austin, call toll-free 888-340-6465. Use this for account, bill, deposit, payment extension, payment arrangement, start, stop or transfer service questions.
What is the Austin Water emergency number?
Call Austin Water Dispatch at 512-972-1000 for water leaks, main breaks, water/wastewater emergencies and urgent field response. It is available 24/7.
Can I make a City of Austin Utilities Quick Payment?
Yes. Use the Quick Payment route online or call 1-833-375-4919. Quick Payments post the same day, but transaction fees apply.
Where can I pay a City of Austin utility bill in person?
Use the Utility Customer Service Center — North at 8716 Research Blvd., Suite 115, or the Utility Customer Service Center — South at 1901 W. William Cannon Drive, Suite 100. Both are listed as open Monday-Friday, 8:00 AM-4:30 PM.
Can I put cash in a City of Austin utility drop box?
No. Drop boxes accept personal checks, cashier’s checks and money orders. Do not put cash in a drop box, and do not use a drop box after receiving a non-payment disconnection notice.
How do I start, stop or transfer Austin water service?
Call Customer Care at 512-494-9400, log in to Online Customer Care, or visit a walk-in Utility Customer Service Center. Prepare service address, move date, account number if available, ID and mailing/contact details.
How do I request a leak bill adjustment?
Submit repair receipt or paid invoice, account number, property address, high-bill date range, repair date and repair description within 90 days of the leak repair. Email customercare@coautilities.com or fax 512-505-4035.
What is My ATX Water?
My ATX Water is Austin’s smart-meter system and portal that provides near-real-time water-use data, customized notifications and leak alerts. Billing questions still go to City of Austin Utilities at 512-494-9400.
Is this the official City of Austin Water Utility website?
No. This is an informational guide. Use official City of Austin Utilities, Austin Water, AustinTexas.gov, coautilities.com, your bill, 512-494-9400 and 512-972-1000 to verify live account status, current rates, notices and emergency instructions.
30-Second Austin Water Utility Checklist
Pay/login: coautilities.com → account number → choose login, autopay or Quick Payment → save confirmation.
Billing/account: 512-494-9400; toll-free outside Austin 888-340-6465; TDD 512-477-3663.
Emergency: water leak, main break or water/wastewater emergency: call Austin Water Dispatch at 512-972-1000.
Mail payment: City of Austin – Payment Processing, PO Box 2267, Austin, TX 78783-2267.
Walk-in: North 8716 Research Blvd., Suite 115; South 1901 W. William Cannon Dr., Suite 100.
High bill: check My ATX Water, leak alerts, wastewater averaging, private-side plumbing and adjustment deadlines.
Restrictions: verify Conservation Stage and watering day before running irrigation.
Editorial Team
WaterBillGuide.us
The content on WaterBillGuide.us is researched and prepared by our editorial team. Our writers and researchers review publicly available information from official utility websites and service portals to create clear, step-by-step informational guides.
Water Bill Payment, Leak & Utility Help Toolkit
Use this free helper to find the official water bill portal, avoid unsafe payment pages, handle late bills, troubleshoot high usage, prepare start/stop service documents, and contact the utility office with the right details.
Official Water Bill Portal Finder
Enter your city, state, and utility name. This tool creates safe search shortcuts for the official bill pay portal, customer service page, outage line, and start/stop service page.
Safe Water Bill Payment Checklist
Before paying online, use this checklist to reduce the risk of wrong payment, duplicate payment, missed receipt, or third-party confusion.
Late Bill, Shutoff Notice & Reconnection Action Plan
Select your situation and get practical next steps. This helps users act quickly without guessing.
High Water Bill & Leak Troubleshooter
A high bill can be caused by leaks, irrigation, estimated readings, seasonal use, or account/meter issues. Choose the closest problem below.
Start, Stop or Transfer Water Service Checklist
Moving in or out? Choose your situation and prepare the details most utilities commonly request.
Your preparation checklist
Payment Assistance & Arrangement Finder
If you cannot pay the full water bill, this guide helps you decide what to ask before disconnection or extra fees.
Water Department Call Script Generator
Generate a clear call or email script before contacting the utility billing office.