Texas Water Utilities Help Desk: Pay, Start Service, Report Trouble or Find the Right Provider
If your bill or portal says Texas Water, Texas Water Company, TxWaterCo, WaterSmart, or “The Texas Water Company,” use this guide to pay correctly, call the right number, check outages, handle a high bill, find water quality reports, and know when PUC or TCEQ help applies.
Start Here: Pick the Problem
Searcher intent |
Best official route |
Have ready |
Do not miss |
|---|---|---|---|
Pay a Texas Water bill |
Account number, service address, amount due, payment method. |
Card/digital wallet fee applies; ACH/EFT is no-fee when using portal, AutoPay, or Pay By Text. |
|
Pay by phone |
Account number and payment method. |
Official billing page lists a $0.75 IVR fee plus 2.95% credit card fee. |
|
No water, major leak, outage |
Service Alerts, then call 830-312-4600 Option 4 if needed |
Subdivision, service address, callback number, email, exact problem. |
Texas Water says after-hours service is not turned on for non-payment. |
Start service |
Existing vs new construction, required forms, CSI if applicable, wastewater agreement if applicable. |
Before 3 PM Mon-Thu can schedule next business day for existing residential connection; after 3 PM may take two business days. |
|
Stop/update service |
Move date, forwarding address, service address, account holder details. |
Ask whether AutoPay, Pay By Text, and final billing need separate changes. |
|
High bill / possible leak |
Meter photo, one-hour meter test, toilet dye test result, plumber note if repaired. |
If meter changes when no water is used, Texas Water says it indicates a customer-side leak. |
|
Complaint or regulator help |
Bills, dates, notices, photos, account number, requested resolution. |
Contact the company first unless there is an urgent safety or drinking-water concern. |
Brand clarity: searchers may type “Texas Water Utilities,” but the official customer site is branded Texas Water / The Texas Water Company at txwaterco.com. Match your bill before paying.
Official Contact, Mailing and Payment Address
Customer Service
Phone: 830-312-4600
Email: customerservice@txwaterco.com
Hours: Monday-Friday, 8:00 AM-4:30 PM, excluding holidays.
After-Hours Emergency
No water, major leak, or outage: call 830-312-4600, Option 4.
Include subdivision, callback number, email, and whether you already checked Service Alerts.
Mailing vs Payment
Business mail only:
PO Box 1742
Canyon Lake, TX 78133
Payments only:
The Texas Water Company
PO Box 733390
Dallas, TX 75373-3390
No public walk-in office verified on the official contact page: the official page lists phone, email, after-hours routing, remittance address, and business mailing address. Do not mail payments to the Canyon Lake business mailing address because Texas Water says it can delay processing and may cause a late fee.
Official links:
Bill Pay: Best Method by Situation
Portal / online
Use WaterSmart or the official Billing & Payments page to pay, manage your account, set up AutoPay, or use Pay By Text.
ACH / EFT
Official page says ACH payments have no transaction fee when using Customer Portal, AutoPay, or Pay By Text.
Card / wallets
Apple Pay, Google Pay, PayPal, PayPal Credit, Venmo, and cards are listed. Processing fee applies.
Past due
If disconnected for non-payment, Texas Water says restoration is within 36 hours after full payment posts, during business hours only.
Payment method |
Official detail |
Best for |
Risk to avoid |
|---|---|---|---|
Customer Portal / WaterSmart |
Manage account, make payment, set up AutoPay, use billing and water-use tools. |
Most customers; ongoing access. |
Use water bill account number as registration code. |
Credit/debit/digital wallet |
Fee is 2.95% of transaction amount or $1.95, whichever is greater. |
Fast payment with card or digital wallet. |
Fee applies to Web, IVR, AutoPay, and Pay By Text. |
ACH/EFT |
No transaction fee when using portal, AutoPay, or Pay By Text. |
Lowest-fee regular payment route. |
Confirm bank details and setup before due date. |
Pay by phone |
844-798-0492; official page lists $0.75 IVR fee plus 2.95% credit card fee. |
Customers who cannot use the portal. |
Write down confirmation number and payment date. |
Western Union locations |
HEB, Walmart, Walgreens, Brookshire Bros. Company is listed as “The Texas Water Company.” |
Cash/debit in-person option. |
Bring utility bill; additional fees apply; posting is next business day. |
Mail check |
The Texas Water Company, PO Box 733390, Dallas, TX 75373-3390. |
Normal payment with time before due date. |
Do not mail cash. Include coupon. Write account number on check. Allow 5-7 business days. |
Late Bill, Penalty or Disconnection Notice
When late?
Official policy says payment is late if not paid in full by the due date on the bill.
Penalty
Accounts not paid by the due date are subject to a 10% penalty.
Disconnect risk
Accounts not paid by the disconnect date on the bill are subject to disconnection.
Do this before paying a shutoff notice: call customer service, confirm the exact amount required, ask which method posts fastest, and ask whether you must call back after payment. After-hours crews do not turn water on for non-payment.
If you have… |
Ask Texas Water |
Keep proof |
|---|---|---|
Late notice |
“What is the current balance including penalty, and when is the disconnect date?” |
Bill, notice, call date, employee name if given. |
Service locked for non-payment |
“Has full payment posted, and when can restoration be scheduled during business hours?” |
Payment receipt, confirmation, amount, timestamp. |
Online payment problem |
“Can you see my payment attempt or should I use another official method?” |
Screenshots, portal error, bank/card confirmation. |
Need time to pay |
“Do I qualify for a payment extension, plan, or local assistance referral?” |
Income change, hardship details, assistance application proof. |
Start, Stop or Update Texas Water Service
Existing home
- Before 3:00 PM Monday-Thursday: service scheduled for next business day.
- After 3:00 PM: service scheduled within two business days.
- Customer Service Inspection certificate may be required.
- Wastewater service agreement may be required.
Residential fees
- New service/setup fee: $25-$50 depending on service area.
- Deposit: $50.00.
- Wastewater agreement fees may apply.
- Charges appear on first bill.
Commercial service
- New service/setup fee: $25-$50 depending on service area.
- Deposit: $400.00.
- Wastewater service agreement fees may apply.
- New construction requires extra sizing and CSI documents.
Subdivision / case |
Official requirement |
User action |
|---|---|---|
Copper Canyon |
Additional wastewater application required; billed by TWC for South Central Water Company. |
Complete the Copper Canyon wastewater application before service can begin. |
Edge Brook / Edgebrook |
Additional wastewater application required; billed by TWC for South Central Water Company. |
Submit the required wastewater agreement with your start-service packet. |
Hancock |
Additional wastewater application required; billed by TWC for GBRA. |
Use the subdivision-specific application. |
Hidden Trails |
Additional wastewater application required; billed by TWC for GBRA. |
Do not wait until move-in day to submit. |
Singing Hills |
Billed by TWC for City of Bulverde and GBRA; reuse water may be available. |
Check City of Bulverde/GBRA wastewater and reuse terms. |
New construction |
Required forms include Service Application & Agreement, Water Service Sizer Questionnaire, and CSI Agreement. |
Submit documents to newservice@txwaterco.com and wait for cost/account/payment instructions. |
Official start/stop links:
No Water, Outage, Major Leak or Dirty Water
First check alerts
Open the Service Alerts page before calling if you have no water, outage, or a major leak.
Scheduled outage
Texas Water says repairs and maintenance are usually scheduled during business hours, with automated phone/email contact when possible.
Emergency outage
Severe breaks can require immediate shutoff without notice to prevent damage and water loss.
Issue |
What to do now |
What to expect |
|---|---|---|
No water |
Check Service Alerts, check neighbors, then call 830-312-4600 Option 4 after hours. |
Give subdivision, callback number, email, and whether only your home is affected. |
Major leak |
Report emergency if street/main leak; shut off customer-side supply if leak is on your property. |
Customer-side leaks may require licensed plumber. |
Dirty/rusty water after repair |
Run water for a few minutes. Contact customer service if it does not clear. |
Official outage page says sediment can appear after street pipelines are disturbed. |
Pulsating stream / air |
Use normal water briefly after service restoration. |
Small trapped air often clears after a few minutes. |
Boil water notice |
Follow the active notice, not old screenshots or neighborhood rumors. |
Check Service Alerts and water quality report/notice page for your system. |
High Bill, Leak Test and Who Pays for What
1-hour meter test
Turn off faucets, appliances, and irrigation. Record or photograph the meter. Wait at least one hour without water use. Recheck the meter.
Toilet dye test
Add food coloring to the tank. If color appears in the bowl after 10 minutes, you likely have a toilet leak.
Customer-side issue
If the meter changes when no water is used, Texas Water says this indicates a customer-side leak.
Area |
Responsibility |
Action |
|---|---|---|
Water main to meter |
Texas Water Company responsibility. |
Call customer service if you think the problem is before or at the meter. |
Meter to home/building |
Customer responsibility. |
Call licensed plumber if leak is after the meter. |
Pressure Reducer Valve |
Customer responsibility if installed. |
Have plumber evaluate pressure problems or PRV failure. |
Customer shutoff valve |
Customer responsibility if installed. |
Know where it is before an emergency. |
Interior/exterior fixtures |
Customer responsibility. |
Check faucets, toilets, irrigation, hose bibs, softeners, and pool fill lines. |
Meter box/lid damage |
Customer may be billed even though equipment is Texas Water property. |
Avoid damage from landscaping, vehicles, construction, or freezing. |
Water Quality Reports, PWSID, PFAS and Lead/Copper
CCR report
Consumer Confidence Reports summarize drinking-water quality information for the preceding calendar year.
Find your system
Use the Texas Water report page and enter your address to identify your water system and related PWSID/report.
TCEQ testing data
Texas Water links completed water-quality testing for public water systems to the TCEQ Drinking Water Watch database.
User question |
Best answer |
Official route |
|---|---|---|
Which water quality report is mine? |
Search by your address / water system on the Water Quality Reports page. |
|
Where are official test results? |
TCEQ Drinking Water Watch lists completed public-water-system testing data. |
|
What sources supply the water? |
Texas Water says it uses purchased water, Trinity Aquifer groundwater, and Canyon Lake surface water; some systems receive blended sources. |
|
Who supplies purchased water? |
Some areas are supplemented by Guadalupe-Blanco River Authority and Lower Colorado River Authority. |
Check your system report and source-water section. |
PFAS or lead/copper concern? |
Use the official PFAS and Lead & Copper sections, then check system-specific CCR/notice. |
|
Quality complaint? |
Call Texas Water first with system, address, color/odor/taste, time started, and photos; contact TCEQ if unresolved or safety-related. |
Drought, Watering Schedule and County Rules
Texas rule of thumb: do not copy watering days from another subdivision. Texas Water publishes drought/watering links by county, and local restrictions can change during drought or emergency conditions.
County / area link group |
What searchers usually need |
Action |
|---|---|---|
Bandera County |
Watering schedule, drought stage, outdoor restrictions. |
Open Texas Water’s Drought Management page and choose Bandera County. |
Blanco County |
County-specific watering limits. |
Use the county link, then match your subdivision/system. |
Comal County |
Canyon Lake / Hill Country area restrictions. |
Check active drought plan and Service Alerts. |
Hays / Travis County |
Shared region link for drought schedule. |
Confirm your service address and water system. |
Kendall County |
Watering day and emergency conservation stage. |
Use county link before outdoor irrigation. |
Medina County |
Local restriction schedule. |
Check before planting, irrigation setup, or pool filling. |
Wastewater, Sewer, Pressure Systems and Subdivision Agreements
Gravity wastewater
A conventional sewer setup that uses elevation difference to move wastewater through conduits.
Pressure wastewater
Used in some areas where conventional sewer is unsuitable or too costly. It can include a pumping unit on the property connected to a network of pipes.
Subdivision / area |
Wastewater note |
What to do |
|---|---|---|
Copper Canyon |
Separate wastewater agreement required. |
Apply before water service can start. |
Edgebrook |
Separate wastewater agreement required. |
Use subdivision-specific wastewater application. |
Singing Hills |
Gravity wastewater; City of Bulverde owns and GBRA operates the wastewater system. Texas Water bills on behalf of City of Bulverde. |
Check City of Bulverde for wastewater rates/regulations. |
Singing Hills reuse water |
Reuse water may be available in some locations. City of Bulverde owns and GBRA operates reuse system. |
Separate reuse agreement may be required. |
Vintage Oaks |
Pressure/STEP-style wastewater system. |
Review additional maintenance responsibilities and wastewater FAQ. |
Backflow, CSI and New Construction Documents
Submission system
Texas Water uses Vepo, LLC for online submission of Backflow Prevention Assembly Test and Maintenance Reports and CSI certificates.
CSI timing
A Customer Service Inspection is required before adding a new home. Texas Water says CSI must be completed within 12 months of meter installation or before new customer ownership.
Practical note: paper backflow/CSI reports are no longer submitted directly to Texas Water. The tester or inspector enters information into the Vepo online system.
Provider, Regulator and Complaint Routing
If your bill says Texas Water
Use TxWaterCo contact, WaterSmart, Billing & Payments, Service Alerts and water quality pages.
If it is a city, MUD or co-op
Texas OAG says cities, co-ops and Municipal Utility Districts can supply water. Start with the provider on your bill.
If complaint is unresolved
PUC handles many water/sewer utility rate, CCN, sale/transfer/merger and service complaints. TCEQ is important for drinking-water quality.
Problem |
Contact first |
Escalate to |
Prepare |
|---|---|---|---|
Wrong balance, fee, late charge, payment not posted |
Texas Water customer service |
PUC if unresolved and regulated |
Bill, receipt, confirmation, dates, requested correction. |
Rate/tariff question |
Texas Water Rates & Regulations page |
PUC water/sewer utility resources |
Water system name, tariff link, account type, bill copy. |
Service area / CCN confusion |
Texas Water Find My Water System / customer service |
PUC CCN resources |
Address, subdivision, county, PWSID if known. |
Water quality, odor, color, safety concern |
Texas Water water quality / customer service |
TCEQ Water Supply Division / Drinking Water Watch |
Photos, tap affected, time started, neighbors affected, CCR/PWSID. |
Consumer protection complaint |
Provider first |
Texas Attorney General consumer complaint if applicable |
Timeline, documents, company response, requested resolution. |
Need Help Paying a Water or Utility Bill?
Ask provider first
Ask Texas Water about payment extensions, payment plans, or local assistance options before the disconnect date.
Texas Utility Help closed
TDHCA says the Texas Utility Help website is closed. Use Help for Texans instead.
Find local help
Use TDHCA Help for Texans, select “Utility Bill Payment Help,” then enter city or county. Dial 211 for emergency assistance referrals.
Need |
Where to check |
What to prepare |
|---|---|---|
Water bill assistance |
City/county, bill, household income, ID, notice if past due. |
|
Energy/utility assistance |
Utility bill, proof of income, household details, deadline. |
|
Emergency local referrals |
ZIP code, bill, shutoff notice, household situation. |
|
Payment plan |
Texas Water customer service |
Amount you can pay today, requested date, hardship explanation. |
Map: Texas Water Company Service-Area Orientation
The official contact page lists mailing addresses rather than a verified public walk-in office. This map is an orientation map for Canyon Lake, Texas, because Texas Water lists its business mailing address in Canyon Lake. Do not treat it as a walk-in payment office.
Location / address |
Official use |
Important warning |
|---|---|---|
PO Box 1742, Canyon Lake, TX 78133 |
Business mailing address. |
Official page says do not mail payments here. |
The Texas Water Company, PO Box 733390, Dallas, TX 75373-3390 |
Payment remittance address. |
Include payment coupon and account number; do not mail cash. |
Bandera, Blanco, Comal, Hays, Travis, Kendall, Medina county links |
Drought/watering schedule routing. |
Use your service address and subdivision, not just county name. |
Texas Water Utilities FAQ
Is Texas Water Utilities the same as Texas Water Company?
Searchers may use “Texas Water Utilities,” but the official customer website is branded Texas Water / The Texas Water Company at txwaterco.com. Match the name on your bill before paying.
What is the Texas Water Company customer service phone number?
Call 830-312-4600 during business hours, Monday-Friday 8:00 AM-4:30 PM, excluding holidays.
What number do I call after hours for no water or a major leak?
Call 830-312-4600 and choose Option 4 after hours. Give your subdivision, callback number, email, address, and problem type.
Where do I mail a Texas Water payment?
Mail payments to The Texas Water Company, PO Box 733390, Dallas, TX 75373-3390. Do not mail payments to the Canyon Lake business mailing address.
What payment fee applies to credit cards or digital wallets?
The official billing page lists a processing fee of 2.95% of the transaction amount or $1.95, whichever is greater, for card/digital wallet payments.
Is ACH free?
ACH payments are listed with no transaction fee when using the Customer Portal, AutoPay, or Pay By Text.
How long does restoration take after non-payment disconnection?
Texas Water says service will be restored within 36 hours after full payment is posted, during business hours only.
How do I start residential water service?
Use the official Start Water Service page. Existing residential service submitted before 3 PM Monday-Thursday can be scheduled next business day; after 3 PM may take two business days. Required documents may include CSI and wastewater agreements.
How do I check if my high bill is from a leak?
Turn off all water use, photograph or record your meter, wait at least one hour, then recheck. If the meter changed, Texas Water says that indicates a customer-side leak.
Who regulates Texas water utility complaints?
Contact the provider first. The PUC handles many water/sewer rate, CCN and service issues for regulated utilities, while TCEQ is important for drinking-water quality and public water system concerns.
30-Second Action Checklist
Pay: WaterSmart → account number → fee check → confirmation number.
Emergency: check Service Alerts → call 830-312-4600 Option 4 → give subdivision and callback details.
Past due: call before paying → confirm amount, method, posting and restoration timing.
Start service: existing or new construction → CSI/wastewater forms → deposits/setup fee → confirmation.
Quality or complaint: system report/PWSID → Texas Water first → TCEQ for water quality → PUC for regulated service/rate/CCN issues.
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.
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