El Paso Water Utility Desk: Pay, Log In, Call or Fix a Bill Fast
Use this guide when you need the official EPWater payment portal, phone number, outage map, emergency form, billing help, payment assistance, leak adjustment, new service, water-quality report or 2026 rate details.
Start Here: What Are You Trying to Do?
Searcher intent |
Best official route |
Have ready |
Important rule |
|---|---|---|---|
Pay bill / login |
Account number, service ZIP, PIN or registered phone, payment method. |
Online payments post within 1 hour and have no EPWater service fee. |
|
Pay by phone |
915-594-5500, option 1 after language |
Account number or registered phone, PIN, ZIP, amount, card/check info. |
Phone payments are available 24/7 and post within 1 hour. |
Disconnect notice / disconnected |
Pay in full through official online or phone route, then confirm if needed. |
Full balance, notice, account number, confirmation code. |
For same-day restoration, payment must be received Mon-Fri, 7:30 AM-7:00 PM. |
Water main break / sewer overflow / stormwater issue |
915-594-5500 press 5 or emergency form |
Emergency address, customer address, time, issue type, phone, details. |
EPWater says emergency response is available 24 hours a day, 7 days a week. |
Check a current water outage |
Your area, nearby intersection, outage dot/pop-up details. |
Dots and shaded areas are estimates; water trucks may be dispatched for some main breaks. |
|
Start, stop or transfer service |
Service address, move date, ID/contact details, mailing address. |
EPWater says start/stop/transfer responses may take up to four business days. |
|
Payment plan / billing issue / leak adjustment |
My Account request or customer service |
Account number, service address, repair proof, high-bill dates. |
Leak adjustment requests must be made within 60 days of repair. |
Quick warning: if your service is already disconnected or you received a disconnect notice, do not mail a payment and hope it posts. Use the official online/phone route, pay in full, keep the confirmation code, and call if your account does not restore within the stated window.
Official EPWater Phone Numbers, Departments and Addresses
Use this table to avoid calling the wrong department. EPWater asks customers to include service address, account number and a detailed message so requests can be processed faster.
Main Customer Service
Phone: 915-594-5500
Phone support: Monday-Friday, 7:00 AM-6:00 PM
Use for: bill pay, account access, payment arrangements, service questions, meter concerns.
Main Office / Engineering
El Paso Water Main Office
1154 Hawkins Blvd.
El Paso, TX 79925
Use for engineering, Public Service Board meetings, open records, development/new installation routing.
Mailing Address
El Paso Water
P.O. Box 511
El Paso, TX 79961-0511
Use for check or money order payments and mailed service forms when directed by EPWater.
Need |
Official phone |
Use this when |
|---|---|---|
Customer Service | Billing, account access, payment issue, payment plan, start/stop/transfer follow-up. | |
Pay by phone | 915-594-5500, option 1 after language | 24/7 phone payment by card, debit or ACH/electronic check. |
Emergency hotline | 915-594-5500 press 5 | Main break, water quality emergency, sewer overflow, stormwater issue. |
Outage map emergency line | EPWater outage map lists this hotline for main breaks, wastewater or stormwater issues. | |
Stormwater Operations | Stormwater operations, flooding or drainage routing. | |
Conservation / Water Waste | Watering schedule, variance, water waste report, conservation questions. | |
Water Quality Laboratory | Drinking water report, water quality concerns, lab-related questions. | |
TecH2O | Education, conservation center and outreach programs. | |
Development Services | Development, water/wastewater availability, main extensions, plan requirements. | |
New Installations | New water/wastewater service connection, NI Form A, meter size reduction, new taps. | |
Engineering water/wastewater | Engineering questions for water or wastewater projects. | |
Field Inspections | Field inspections for construction or development work. | |
Claims | Claims connected to EPWater programs or incidents. | |
City Solid Waste / Recycling | Trash/recycling service or charges; EPWater bills for ESD but does not provide trash pickup. |
Bill Pay and Login: Pick the Right Payment Method
Auto Pay
Pay with: checking/savings.
Posts: on due date.
Fee: no fee.
Online
Pay with: checking/savings, Visa, MC, Discover, PayPal or Venmo.
Posts: within 1 hour.
Send to:
El Paso Water
P.O. Box 511
El Paso, TX 79961-0511
Open My Account
Go to myaccount.epwater.org. Log in for the full self-service experience or use guest pay for limited payment options.
Match the bill before paying
Confirm account number, registered phone or PIN, service ZIP code, amount due, past-due balance, and customer name.
Check posting speed
Online and phone payments post within 1 hour. Mail posts 1-2 business days after EPWater receives it. Payment locations vary: CheckFree 2-3 days, MoneyGram 1-3 days, Walmart Bill Pay within 1 hour.
Save proof
Write down or screenshot the confirmation code, date, time, payment amount, account number, and payment method.
Situation |
Best move |
Reason |
|---|---|---|
Normal monthly bill | Online, phone, auto pay or mail. | No fee is listed for online, phone, auto pay or mail payment. |
Need same-day restoration | Pay in full online/phone during the Mon-Fri 7:30 AM-7:00 PM restoration window. | After-hours/weekend payments restore the following business day. |
Cannot log in | Use guest pay or request account access through My Account / customer service. | Guest pay gives limited options; registered login gives fuller self-service. |
Large payment returned | Call customer service and confirm balance plus returned-payment impact. | EPWater lists a $25 returned electronic payment fee. |
Paying at a store | Search official payment locations by ZIP and ask posting time before paying. | Location fees vary and posting speed differs by vendor. |
Official payment links:
Disconnect Notice, Payment Arrangement or Service Restored
Already disconnected?
- Pay the full amount due.
- Use official online or phone payment.
- Pay Mon-Fri, 7:30 AM-7:00 PM for same-day restoration.
- After-hours or weekend payments restore next business day.
Need a plan?
- Request payment plan or payment arrangement through My Account.
- Include service address and account number.
- Explain hardship, amount you can pay now, and next payment date.
- Ask whether the plan prevents disconnection.
Applying for AguaCares?
- Must be an EPWater customer facing hardship and disconnection risk.
- Credit can be up to $250 toward the water bill.
- Customer must enter payment arrangement for remaining balance.
- Available once per year if approved and funded.
Important: AguaCares helps customers at risk of disconnection. EPWater’s FAQ says if service has already been interrupted, call Customer Service for assistance instead of assuming AguaCares will restore service.
Emergency, Outage Map and Report-a-Problem Steps
Emergency phone
EPWater emergency: 915-594-5500, press 5.
Use for main breaks, water quality emergencies, sewer overflows and stormwater issues.
Water trucks
EPWater says water trucks may be dispatched depending on the size and repair time of a main break.
Emergency type |
Official form choices |
What to include |
|---|---|---|
Water issue | High/low pressure, water outage, dirty water, street/alley leak, meter leak, valve leak, fire hydrant leak. | Time, address, customer address, photos only if safe, whether neighbors are affected. |
Sewer issue | Sewer overflowing, sewer backup, sewer odor, missing/loose manhole cover. | Do not contact wastewater. Stop using water if backup worsens. Keep children and pets away. |
Stormwater issue | Street flooding or pond issue. | Intersection, depth, whether roadway is blocked, drainage inlet condition. |
2026 El Paso Water Rates, Deposits and Bill Lines
These are the high-value rate details users usually search for. Always verify your exact account class and meter size on your bill.
Water rates
Effective with meter readings after March 1, 2026.
5 CCF allowance
Residential minimum water charge includes up to 5 CCF.
Outside city
Outside El Paso city limits: 1.15 times the same service rate.
No setup fee
EPWater lists no charge for new customers to set up service.
2026 bill item |
Official amount / rule |
What it means |
|---|---|---|
Residential water minimum, less than 1" and 1 CCF or less | $8.27 | Low-volume minimum category. |
Residential water minimum, less than 1" | $11.82 | Common small-meter residential minimum with 5 CCF allowance. |
Water block 1 | $3.92 per CCF over 5 CCF to 150% of AWC | Average Winter Consumption controls how quickly usage moves through blocks. |
Water block 2 | $9.26 per CCF over 150%-250% of AWC | Higher use costs more to encourage conservation. |
Water block 3 | $13.24 per CCF over 250% of AWC | Highest listed inside-city block. |
Water Supply Replacement, less than 1" | $17.49 monthly if monthly consumption is 5 CCF or more | Not charged in months when water use is less than 5 CCF. |
Wastewater minimum, less than 1" and 1 CCF or less | $24.36 | Low-volume wastewater minimum. |
Wastewater minimum, less than 1" | $34.80 | Common residential sewer minimum. |
Wastewater commodity charge | $4.86 per CCF | Calculated on 90% of AWC in excess of the volume allowance. |
Typical stormwater fee | $7.42 for 1,201-3,000 sq. ft. impervious area | Residential stormwater fee depends on impervious area category. |
Residential franchise fee, less than 1" | $1.30 | Based on meter size and billed to customers. |
Returned electronic payment | $25 | Applies to electronic payment returns. |
Deposit type |
Amount |
Helpful note |
|---|---|---|
Single-family residence | $75 | Deposit applies to first bill for new accounts. |
Duplex residence | $150 | Deposit is based on account type. |
Triplex residence | $225 | Verify account class before applying. |
Commercial establishment | $150 | Unfavorable credit record can require a higher deposit. |
Industrial | $500 | Deposit applies against final bill; excess refunded at termination. |
Understand Your Bill Before You Call
CCF
EPWater measures usage in CCF. 1 CCF = 748 gallons.
Average Winter Consumption
AWC is the average water use from the most recent December, January and February billing periods.
Solid waste line
EPWater bills and collects City Environmental Services charges, but trash/recycling issues go to 915-212-6000.
Bill area |
What it tells you |
Use it for |
|---|---|---|
Account summary | Balances, adjustments and miscellaneous fees. | Payment plan, dispute, past-due question. |
Dates of service | Billing period and meter reading dates. | Comparing usage month to month. |
Meter readings | Beginning/end reading, total CCF and gallons. | High bill check and leak timeline. |
13-month use chart | How current usage compares with prior months. | Finding seasonal spikes or hidden leaks. |
QR/payment section | Fast online payment path and detachable mail section. | Paying online or mailing with remittance. |
AguaCares donation | Option to donate extra to assist customers in hardship. | Voluntary support program. |
High Bill, Meter Check and Leak Adjustment
Meter location
Most residential meters are near the curb or sidewalk at the front of the property.
Leak indicator
On mechanical meters, a small red triangular dial turns when even slight water flows.
Advanced meters
EPWater says residential advanced meter upgrades are expected to be completed by summer 2027.
Brief shutoff
Advanced meter installation may briefly interrupt service, typically 30-60 minutes.
Leak test |
What to do |
What result means |
|---|---|---|
Whole-house meter test | Turn off all indoor/outdoor water use, then check the triangular dial or reading. | If it moves, you likely have a leak. |
Inside vs outside leak | Turn off the home’s main shut-off valve, usually in the garage behind an outdoor faucet, then check meter again. | No movement usually means inside/back-of-house; continued movement points outside between meter and house. |
Toilet dye test | Add food coloring to toilet tank, not bowl, and wait about 30 minutes. | Color in bowl means a toilet leak. |
Irrigation walk-through | Walk property while irrigation is running. | Look for broken sprinklers, bubblers, drip emitters, leaky pipes, valve boxes and backflow devices. |
Evaporative cooler | Shut off cooler and supply valve, then check meter consumption. | If use stops, cooler refill/recirculation/water line may need repair. |
Leak adjustment rule |
EPWater / ServLine detail |
User action |
|---|---|---|
Qualifying leak | Hidden leak such as behind wall, underground or under foundation. | Repair first and document what was fixed. |
Consumption increase | EPWater utility adjustment page references leaks increasing consumption by more than 10 CCF. | Compare high bill with normal usage. |
Deadline | Submit request within 60 days of repair. | Do not wait for the next bill if repair is complete. |
Proof | Receipts or repair statement accepted; reduced use after repair is used to verify. | Attach repair date, details and high-bill range. |
Coverage | Lost water only; not plumbing repair cost, wastewater, stormwater or environmental fees. | Still pay what you can while review is pending. |
Frequency | One adjustment in a rolling 24-month period; up to two billing cycles may be considered. | Make the request complete the first time. |
ServLine program | Residential customers: $1.59/month; non-residential single occupancy: $2.31/month; opt out by calling 915-273-3999. | Review whether staying enrolled makes sense for your risk. |
Payment Assistance: AguaCares, AguaRepairs and Local Help
AguaCares
For EPWater customers facing financial hardship and at risk of disconnection.
Possible credit: up to $250 toward the water bill.
AguaRepairs
Residential leak repair program for homes owned by EPWater customers.
Eligibility contact: Rebuilding Together El Paso, 915-832-7010.
Other resources
EPWater lists Amistad, Project Bravo, El Paso County, Salvation Army and City senior/disabled solid waste discount as related resources.
AguaCares question |
Direct answer |
What to prepare |
|---|---|---|
Who can apply? | Active EPWater single-family residential account holder who lives at the property. | ID/contact details, account number, service address. |
What must the account show? | Risk of disconnection with prior disconnections on record. | Disconnect notice, hardship explanation, payment history. |
Payment arrangement required? | Applicant must already be on or agree to enter a payment arrangement for remaining balances. | Amount you can pay and next payment date. |
How often? | One approved credit per year; FAQ says not eligible for other credits for 12 months after credit applies. | Apply with current date and complete documents. |
Does it carry over? | If not processed in the same month, resubmit with current date. | Check funding status on the AguaCares page. |
Already disconnected? | AguaCares does not restore already interrupted service by itself. | Call customer service for assistance. |
Start, Stop, Transfer or Install Service
Start service
- Use My Account service request.
- Response may take up to four business days.
- Deposit applies to the first bill.
- No account setup fee is listed.
Stop / transfer
- Use My Account stop or transfer service request.
- Prepare service address, final date and forwarding address.
- Ask how deposit applies to final bill.
- Keep confirmation or request receipt.
New installation
For new water/wastewater service connections, new taps or meter changes, contact New Installations at 915-594-5635 or 915-594-5539.
Project type |
Official route |
Useful note |
|---|---|---|
Inside-city new residential service | New Installations page and required procedures. | Permitting differs inside vs outside El Paso city limits. |
Outside-city new service | New Installations page and outside-city procedures. | Outside-city customers may have different rates and requirements. |
Commercial/industrial service | Development Services and New Installations. | Plan compliance and main extensions may require development agreement. |
New sewer connection | After NI Form A is processed, follow sewer tap instructions. | City right-of-way work may require traffic control and paving cut permit. |
Engineering contacts | 1154 Hawkins Blvd.; water/wastewater 915-594-5526. | Use for project-level technical routing, not normal residential billing. |
Watering Schedule, Water Waste and Conservation Rules
No Mondays
No residential landscape watering on Mondays.
Even addresses
Tuesday, Thursday or Saturday.
Odd addresses
Wednesday, Friday or Sunday.
Summer hours
April 1-Sept 30: water only before 10 AM or after 6 PM.
Water waste issue |
Rule / action |
Phone |
|---|---|---|
Wrong watering day or time | Can result in Class C Municipal Notice of Violation; fines range $50-$500 per citation. | |
Water flowing into street/right-of-way | Prohibited as water waste and possible road/stormwater problem. | |
Leak not repaired | Leaks must be repaired within five working days after discovery. | If unable, call Code Enforcement review at 915-621-2098. |
Car washing | Residential car washing allowed only with bucket and/or hand-held hose with positive shut-off nozzle. | |
Variance needed | Water Conservation Department can discuss variances for hardship or outdated systems. |
EPWater Rebates That Can Lower Future Bills
Rebate |
Amount / requirement |
Deadline / proof |
|---|---|---|
WaterSense commode | $50 per toilet, up to two toilets per household; 1.28 gallons per flush or less. | Submit application and proof of purchase within 60 days; proof of installation required. |
HE Energy Star washing machine | One-time $100 rebate for HE Energy Star washer. | Application and proof of purchase within 60 days. |
Laundry-to-landscape | Up to $250 per home for graywater reuse system. | Application and proof of purchase within 60 days; use safe detergent practices. |
Pool filter | Up to $250 for switching from sand/DE filter to cartridge filter. | Proof of installation required. |
Pool cover | 50% of cost, up to $100; one per property. | Cover must not be netted or mesh; solar cover recommended. |
Smart irrigation controller | $75 one-time rebate for WaterSense-labeled controller. | Must still follow City watering ordinance. |
Rainwater harvesting | Up to $1,000 for rainwater collection system. | Application and proof of purchase within 60 days. |
Rebate tip: do not buy first and read later. Check the current EPWater rebate application before purchase because purchase date, model label, proof, installation and funding availability can decide approval.
Water Quality, Drinking Water Report and Boil Notice Basics
Drinking Water Report
EPWater publishes current and past Drinking Water Reports and says the annual report is required by the EPA.
Regulator
EPWater is regulated by the Texas Commission on Environmental Quality for EPA safety thresholds.
Question |
Answer users need |
Action |
|---|---|---|
Where is the latest report? | EPWater lists 2025 Drinking Water Report plus reports back through 2011. | Open the Drinking Water Report page. |
Water looks dirty? | Report as a water issue if it may be water-quality related. | Call emergency/customer service or use report form. |
Boil notice issued? | Use boiled or bottled water for drinking, cooking, ice, brushing teeth, dishwashing, food prep and pet water until lifted. | Follow EPWater/TCEQ instructions. |
Boil notice rescinded? | Flush cold taps 5-15 minutes; flush refrigerator/ice/water lines; discard affected ice. | Call 915-594-5500 if water does not clear after flushing. |
Trash charge question? | EPWater bills for City ESD, but trash pickup/billing issues go to ESD. | Call 915-212-6000. |
Protect Pipes During Cold Weather
Insulate
Cover exposed pipes or faucets with pipe insulation, towel or scrap material.
Disconnect hoses
Disconnect outdoor hoses and cover hose bibs or outdoor faucets.
Slow drip
If pipes cannot be insulated, let a faucet run at a slow drip.
Know shutoff
Learn how to turn the meter off if a pipe bursts; a wrench/tool may be needed.
Locality, District and Service-Area Notes
El Paso searches often mix City of El Paso retail customers, outside-city accounts, county residents, wholesale providers and nearby water districts. Use your bill to confirm who actually provides service.
Area / situation |
What matters |
Practical step |
|---|---|---|
Inside El Paso city limits | Inside-city water block rates apply; EPWater direct retail customers can use My Account and EPWater assistance routes. | Use EPWater account number and service address. |
Outside El Paso city limits | EPWater rate page says outside-city properties are charged 1.15 times the same service rate. | Check bill for outside-city classification. |
County / wholesale customers | EPWater FAQ says assistance is for direct retail customers, mostly inside city limits; county/wholesale customers may need county or other provider help. | Confirm provider before applying for AguaCares. |
Central / Northeast / East / West / Upper Valley / Mission Valley searches | Outage and planned work can be neighborhood-specific. | Use outage map dots, shaded areas and EPWater news/outage notices. |
Construction or new development | Requirements differ inside vs outside city limits. | Use New Installations and Development Services before design or permit submission. |
Map: EPWater Main Office
Location |
Address |
Use for |
|---|---|---|
EPWater Main Office | 1154 Hawkins Blvd., El Paso, TX 79925 | Public Service Board meetings, engineering, development/new installation routing, open records, main office functions. |
Mailing address | P.O. Box 511, El Paso, TX 79961-0511 | Bill mail, development/new installation mail when directed, official correspondence. |
Customer Service Center reference | 6400 Boeing Drive, El Paso, TX 79925 | Listed by EPWater reclaimed-water forms as a customer service center; verify before visiting for bill/account service. |
El Paso Water Utilities FAQ
What is the El Paso Water customer service phone number?
Call 915-594-5500. Customer service representatives are available Monday through Friday, 7:00 AM to 6:00 PM.
How do I pay my EPWater bill online?
Use EPWater My Account at myaccount.epwater.org. You can log in for full self-service or use guest pay for limited options. Online payments post within 1 hour and have no EPWater service fee.
What number do I call to pay by phone?
Call 915-594-5500 and choose option 1 after selecting your language. Phone payments are available 24/7 and can use checking/savings, credit card or debit card.
What do I need for phone payment?
For card payment, have your EPWater account number or registered phone number, PIN, service ZIP code, amount, card expiration date, billing ZIP and security code. For check payment, have account number, ZIP, amount, routing number and checking account number.
Is there a fee to pay online or by phone?
EPWater lists no service fee for online and IVR/phone payments.
Where do I mail an El Paso Water payment?
Mail check or money order to El Paso Water, P.O. Box 511, El Paso, TX 79961-0511.
What if I received a disconnect notice?
EPWater says if you received a disconnect notice or service is disconnected, payment must be made in full for automatic restoration. Payments received Monday-Friday from 7:30 AM to 7:00 PM restore same day; after-hours/weekend payments restore the next business day.
How do I report a water emergency?
Call 915-594-5500 and press 5, or use the official Report a Problem or Emergency form for water, sewer or stormwater issues.
How do I check an El Paso water outage?
Use the EPWater Outage Map. Click dots for pop-up details; shaded areas are estimates. Water trucks may be dispatched for some main breaks depending on repair size and timing.
What is the EPWater emergency hotline shown on the outage map?
The outage map lists 915-594-5775 for water main break, wastewater and stormwater emergency reporting. The contact page also routes emergencies through 915-594-5500 press 5.
How do I start, stop or transfer El Paso Water service?
Use My Account service requests. EPWater says start, stop and transfer responses may take up to four business days, and a deposit applies to the first bill for new accounts.
How much is the 2026 EPWater single-family deposit?
The listed water bill guarantee deposit for a single-family residence is $75. Duplex is $150, triplex is $225, commercial is $150 and industrial is $500.
How do I check for a leak?
Turn off all water inside and outside, then check the meter. If the triangular dial moves or the reading changes after a couple hours, you likely have a leak.
Can I get a leak adjustment?
Hidden leaks may qualify if eligibility rules are met. Submit a request within 60 days of repair with account number, service address, repair details, high-bill dates and proof that consumption returned to normal.
What is the ServLine leak protection charge?
EPWater says eligible customers are automatically enrolled starting March 1 for $1.59/month for residential customers and $2.31/month for non-residential single-occupancy customers. Opt out by calling ServLine at 915-273-3999.
What watering days apply in El Paso?
No residential watering on Mondays. Even-numbered addresses may water Tuesday, Thursday or Saturday. Odd-numbered addresses may water Wednesday, Friday or Sunday. From April 1 through September 30, watering is only allowed before 10 AM or after 6 PM.
What is AguaCares?
AguaCares is EPWater’s customer assistance program for customers facing financial hardship and at risk of water service disconnection. Approved customers may receive up to a $250 credit and must enter a payment arrangement for remaining balances.
Who handles trash or recycling questions on my water bill?
EPWater bills and collects City Environmental Services charges, but trash pickup and recycling service questions should go to City Solid Waste/Recycling at 915-212-6000.
30-Second El Paso Water Checklist
Pay/login: My Account → account/PIN/ZIP → no-fee online payment → posts within 1 hour → save confirmation.
Disconnected: pay in full Mon-Fri 7:30 AM-7 PM for same-day restoration; after-hours/weekend restores next business day.
Emergency: 915-594-5500 press 5; use the emergency form for water, sewer or stormwater issues; check the outage map.
High bill: CCF × 748 gallons → meter test → toilet/irrigation/cooler checks → repair proof → leak adjustment request within 60 days.
Help paying: AguaCares may provide up to $250 once a year if eligible and funded; arrange payment plan for remaining balance.
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
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