El Paso Water Fast Help: Pay, Call, Report, Start Service or Fix a High Bill
This guide is built like a local utility desk: choose your issue, use the official EPWater route, prepare the right details, and avoid slow-payment, shutoff, leak-adjustment, or wrong-department mistakes.
Quick Action Board
| Searcher intent | Official route | Have ready | Critical detail |
|---|---|---|---|
| Pay online / login | EPWater My Account | EPWater account number or registered phone, PIN if required, ZIP, amount. | Official payment page says online payments post within 1 hour and have no fee. |
| Pay by phone | 915-594-5500, option 1 after selecting language | Card/check info, account number, PIN, service ZIP, amount. | Accepted: Visa, MasterCard, Discover, debit cards with Pulse/Star/NYCE/ACCEL, ACH/e-check. |
| Disconnect notice | Pay in full by official IVR/online route and call if timing matters. | Notice, full balance, confirmation number, service address. | Same-day restoration requires payment received Mon-Fri 7:30 AM-7 PM; after-hours/weekend payments restore next business day. |
| Water main break / sewer / stormwater issue | Report a Problem or Emergency or call 915-594-5500 | Exact location, cross street, type of issue, time noticed, photos only if safe. | EPWater lists 24/7 emergency response for main breaks, water quality, sewer overflows, and stormwater issues. |
| Leak adjustment / high bill | Call 915-273-3999 or use leak adjustment request form. | Account number, service address, leak date/details, repairs, high-bill range, proof of repairs. | Adjustment can cover qualifying hidden leaks; pool filling, lawn/garden watering, negligence, and master-metered accounts are listed as not qualifying. |
| Payment assistance | AguaCares / AguaRepairs page | Account details, hardship documentation, disconnect risk, repair needs. | AguaCares can provide up to $250 once per year when funding is available and requires a payment arrangement for remaining balances. |
Refresh fix: this page should not look like a generic “pay water bill” article. It should directly answer EPWater searches: phone, My Account, payment posting, no-fee payments, emergency routing, disconnect timing, deposit, leak adjustment, watering days, rates, water quality, and assistance.
Official Contact, Office, Mail and Service Area
Customer service
Phone: 915-594-5500
Email: customer.service@epwater.org
Phone reps: Monday-Friday, 7:00 AM-6:00 PM.
Main office
El Paso Water Main Office
1154 Hawkins Boulevard
El Paso, TX 79925
Public Service Board meetings are listed at the main office, 4th floor Board Room.
Customer service / mail
Customer Service Center:
6400 Boeing Drive
El Paso, TX 79925
Mail payment:
El Paso Water
P.O. Box 511
El Paso, TX 79961-0511
| Local area / account type | What official source says | User note |
|---|---|---|
| City of El Paso | EPWater provides retail water service to City of El Paso customers. | Most customer-service, billing, water/wastewater/stormwater questions start with 915-594-5500. |
| Westway, Canutillo, Homestead | EPWater’s Drinking Water Report lists retail water service to these areas. | Confirm your bill because some nearby communities or districts may have different providers. |
| Wholesale areas | EPWater also provides wholesale service to several El Paso County communities. | Lower Valley Water District, Paseo Del Este MUD, Gaslight Square MHP, County-East Montana, and Haciendas del Norte may receive EPWater distribution water quality, but customers should contact their retailer for account issues. |
| Fort Bliss | May receive some or all water from EPWater distribution system, but may also receive water from other sources. | Contact your direct water retailer/provider for account-specific billing or water-quality representation. |
| Solid waste/recycling charge on EPWater bill | EPWater says it provides billing and collection only for El Paso Environmental Services Department. | For Environmental Services billing/service issues, call 915-212-6000. |
Bill Pay and My Account: Exact Payment Choices
Online
Checking/savings, Visa, MasterCard, Discover, PayPal, Venmo.
Posts: within 1 hour. Fee: no fee.
Phone
Call 915-594-5500, option 1 after language.
Posts: within 1 hour. Fee: no fee.
Check or money order to P.O. Box 511.
Posts: 1-2 business days after receipt.
Retail locations
Cash/check/money order.
CheckFree 2-3 days, MoneyGram 1-3 days, Walmart Bill Pay within 1 hour.
| Payment route | Use for | Required information | Avoid this mistake |
|---|---|---|---|
| Online My Account | Routine bill payment, account access, history, receipts. | Account details, payment method, amount; guest login may have limited options. | Do not enter payment info on ad results or lookalike bill-pay pages. |
| Credit/debit by phone | Fast payment without web access. | Account number or registered phone, PIN, service ZIP, amount, expiration date, billing ZIP, security code. | Write down the confirmation code before hanging up. |
| Check by phone | No-card payment by IVR/phone. | Account number, service ZIP, amount, routing number, checking account number, pen/paper for confirmation. | Returned electronic payments can trigger a $25 returned check fee. |
| Normal bills with enough time. | Check/money order, bill stub, correct mailing address. | Not safe for cutoff notices because posting depends on receipt. | |
| Payment locations | Cash, check, or money order at expanded locations. | Account/bill, amount, location fee, posting speed. | Fees vary by location; not all retail routes post same day. |
Disconnect notice rule: EPWater’s phone-pay page says if you have a disconnect notice or service is disconnected, payment must be made in full for automatic restoration. Payments received Monday-Friday from 7:30 AM-7:00 PM can restore same day; after-hours/weekend payments restore next business day.
Past-Due Bill, Payment Plan or Shutoff Notice
Notice in hand
- Call before using mail or bank bill pay.
- Ask the exact full amount due.
- Ask which method posts within 1 hour.
- Ask whether payment must be made during the restoration window.
Need arrangement?
EPWater contact page lists Payment Plan and Payment Arrangements as requests that can be submitted through official account/request routes.
Start: call 915-594-5500 or use My Account request tools.
Need assistance?
AguaCares may provide up to $250 credit when funding is available for EPWater customers facing hardship and disconnection risk.
Customers can be eligible once per year and must agree to a payment arrangement for remaining balances.
Start, Transfer, Stop or Change Service
Start service
- Service address and move-in/start date.
- Applicant name, phone, email, mailing address.
- Deposit amount by property type.
- Ask if existing balance blocks service.
- No charge listed for new customer account set-up.
Transfer service
- Old address and new address.
- Stop/start overlap dates.
- Final bill and deposit question.
- Payment arrangement status.
- New account number if it changes.
Stop service
- Move-out date.
- Forwarding address.
- Final bill method.
- Deposit refund or credit question.
- Document if property is sold or lease ended.
| Deposit / setup item | Official amount or rule | User action |
|---|---|---|
| Single-family residence deposit | $75.00 | Ask whether this applies to your new account and whether credit history affects it. |
| Duplex residence deposit | $150.00 | Useful for duplex rentals and owner-occupied duplex properties. |
| Triplex residence deposit | $225.00 | Confirm if each unit/account has separate billing responsibility. |
| Commercial establishment deposit | $150.00 | Business users should also check development/service requirements. |
| Industrial deposit | $500.00 | Ask about meter size, wastewater, reclaimed, stormwater, and account classification. |
| Set-up fee | No charge for new customers to set up service with El Paso Water. | Still verify deposit, past-due balance, service status, and required documents. |
| Deposit refund | Deposit applies against final bill; excess is refunded. Deposits do not earn interest. | Ask when final bill closes and how refund is sent. |
Report a Water, Sewer or Stormwater Emergency
Emergency hotline
Call: 915-594-5500
Contact EPWater immediately for main breaks, water quality issues, sewer overflows, and stormwater issues.
Water issue options
High/low pressure, water outage, dirty water, leak on street/alley, meter leak, valve leak, fire hydrant leak.
Sewer / stormwater
Sewer overflowing, sewer backup, sewer odor, missing/loose manhole cover, street flooding, pond issue.
| Problem | Say this | Have ready |
|---|---|---|
| Water main break / street leak | “Water is flowing/bubbling at [address/cross street].” | Exact location, nearest landmark, visible pavement damage, photos only from a safe place. |
| Water outage / low pressure | “No/low water at [address]. Neighbors [are/are not] affected.” | Start time, nearby construction, outage map check, private shutoff status if safe. |
| Dirty water / water quality | “Water is [brown/cloudy/odor/taste] at [hot/cold/all taps].” | Clear-glass photo, one faucet or whole house, time started, nearby main work. |
| Sewer backup / overflow | “Wastewater is backing up/overflowing at [room/street/manhole].” | Affected fixture, plumber findings if any, avoid contact with wastewater. |
| Stormwater flooding | “Street flooding / pond issue at [exact location].” | Street name, direction of flow, blocked drain, vehicle/pedestrian hazard. |
Outage map tip: EPWater’s outage map says dots show water outages and shaded areas estimate affected areas. Depending on main-break size and repair time, a water truck may be dispatched so customers can fill containers.
High Bill, Leak Adjustment and ServLine Rules
Leak protection fee
EPWater bill guidance says ServLine Water Leak Protection is automatically enrolled at $1.59/month for residential customers and $2.31/month for non-residential single-occupancy customers.
Adjustment contact
Call ServLine: 915-273-3999
Use the leak adjustment request form and prepare repair proof.
Limit / timing
Adjustment details list a $2,500 leak-adjustment limit, no more than one adjustment covering up to two billing cycles in a rolling 24-month period, and typical credit within 10-15 business days after approval.
| Leak question | Useful official detail | What to do |
|---|---|---|
| What leaks may qualify? | Leaks behind a wall, underground, or under the foundation may qualify. | Provide date, leak details, repair description, high-bill date range, and proof of repair. |
| What does not qualify? | Negligence, leaving water running, pool filling/pool leaks, lawn/garden watering, non-metered customers, master-metered multi-habitational accounts. | Do not assume every high bill is adjustable. |
| What proof is accepted? | FAQ says all types of proof are accepted, including a verbal statement. | Still keep plumber invoice, parts receipt, photos, dates, and consumption drop proof. |
| Visible leak now? | EPWater says try to isolate and repair or call plumber; if you cannot isolate, consider turning off the valve at the meter temporarily to reduce a high bill. | Only turn valves if safe and you understand the risk; call if unsure. |
| Should I accept a small adjustment? | If adjustment is minimal, consider the 24-month waiting period before accepting. | Ask ServLine to explain the calculated credit before accepting. |
Understand Your EPWater Bill Before Calling
Bill summary
EPWater’s bill explainer says the bill includes a pie chart, account summary, service dates, meter readings, CCF usage and gallons, plus 13-month water-use history.
Wastewater math
Wastewater commodity charges use 90% of Average Winter Consumption above the included allowance. AWC is based on December, January and February billing periods.
Stormwater math
Residential stormwater is based on impervious area such as house footprint, garages, porches, patios and other hard surfaces, not driveways, sidewalks, turf or xeriscaped areas.
| Bill item | What it means | Ask EPWater |
|---|---|---|
| CCF and gallons | Your water used during the billing period, shown in hundred cubic feet and gallons. | “Was this read actual, estimated, or adjusted?” |
| 13-month history | Shows seasonal changes and usage spikes. | “How does this month compare to my same month last year?” |
| Monthly minimum water charge | For residential customers, minimum charge includes 5 CCFs of water. | “Is my meter size correct for this property?” |
| Sewer minimum charge | Fixed minimum sewer charge includes 5 CCFs for residential customers. | “Is my wastewater based on AWC or current usage?” |
| Solid waste / recycling | EPWater bills and collects for the City Environmental Services Department only. | “Is this water-related or should I call 915-212-6000?” |
| AguaCares donation | Bill may include donation option for customers facing hardship. | “How do I apply or donate?” |
2026 Rates and Fees People Actually Search For
These are the official rate-page facts that answer most customer questions. Recheck the EPWater Rates and Fees page before publishing long-term because rates are updated by the Public Service Board.
| Rate / fee | Official amount or rule | Why it matters |
|---|---|---|
| Water rates effective date | Rates effective with meter readings taken after March 1, 2026. | Do not compare bills without checking effective dates. |
| Less than 1" monthly minimum water | $11.82; $8.27 if 1 CCF or less. | Common residential meter category. |
| 1" monthly minimum water | $18.42. | Larger residential or small commercial accounts may see higher fixed cost. |
| Included residential water volume | Up to 5 CCF included in the minimum charge. | Low-use customers may avoid higher block use. |
| Inside-city water block 1 | $3.92 per CCF over 5 CCF through 150% of AWC. | First tier above minimum. |
| Inside-city water block 2 | $9.26 per CCF over 150%-250% of AWC. | Higher seasonal/outdoor use can move into this tier. |
| Inside-city water block 3 | $13.24 per CCF over 250% of AWC. | High irrigation/leak tier. |
| Water Supply Replacement Charge | Less than 1": $17.49/month; not charged if monthly water consumption is less than 5 CCF. | Large part of many bills; low-use customers should check if it applies. |
| Wastewater less than 1" monthly minimum | $34.80; $24.36 if 1 CCF or less. | Common sewer baseline. |
| Wastewater commodity | $4.86 per CCF; calculated on 90% of AWC above allowance. | Winter usage affects future wastewater billing. |
| Typical residential stormwater | 1,201-3,000 sq. ft. impervious area: $7.42/month. | Stormwater is property/impervious-area based, not water usage based. |
| Extra-small stormwater | 0-900 sq. ft.: $3.00/month. | New affordability initiative lowered stormwater fee for smaller residential properties. |
| Outside city water rate | Properties outside El Paso city limits are charged 1.15 times the inside-city rate for the same service. | Important for edge communities and county-area accounts. |
Budget context: EPWater’s FY2026-27 news says stormwater fees will not increase, while water/wastewater rate changes support reliability, water supply, aging infrastructure and flood control projects.
Watering Schedule, Water Waste and El Paso-Specific Conservation
Even addresses
Water Tuesdays, Thursdays, or Saturdays.
No residential watering on Mondays.
Odd addresses
Water Wednesdays, Fridays, or Sundays.
No residential watering on Mondays.
Summer time rule
From April 1 through September 30, outdoor watering is only permitted before 10 AM or after 6 PM on designated days.
| Water-waste issue | Official rule / route | What to do |
|---|---|---|
| Watering on wrong day/time | Can result in Class C Municipal Notice of Violation; fines can range from $50-$500 per citation. | Fix irrigation schedule before the next cycle. |
| Water flowing into street | Defined as water waste and traffic/surface hazard. | Adjust sprinkler heads, fix broken drip/spray lines. |
| Leaking fixture/irrigation | Leaks need repair within five working days. | If you cannot repair within five working days, call Conservation/Code Enforcement. |
| Report water waste | Call Conservation at 915-594-5508. | Provide address, time, photo/video if safe. |
| Leak repair extension | Call El Paso Water Code Enforcement at 915-621-2098 if unable to fix within five working days. | Document contractor/plumber delay. |
| Landscape watering permit / variance | Call Water Conservation Department at 915-594-5508. | Permits/variances may be discontinued during water emergencies and drought Stages 2 and 3. |
Water Quality, Lead, PFAS and Lab Contact
Water quality lab
International Water Quality Laboratory: 915-594-5733
Use for taste, odor, color, water quality report, or test questions.
Water sources
EPWater supplies water from three sources: Rio Grande surface water, Mesilla Bolson aquifer, and Hueco Bolson aquifer.
Testing scale
EPWater says specialists collect 45,000 samples and perform 375,000 tests annually at the accredited International Water Quality Lab.
| Question | Useful official detail | User action |
|---|---|---|
| Does EPWater publish annual reports? | Yes. The Drinking Water Report page lists current and past EPWater Drinking Water Reports. | Use the 2025 report link when publishing current water-quality content. |
| What if taste, odor or color changes? | Water Quality page directs customers to call 915-594-5733 for further questions or concerns. | Record whether issue affects hot/cold, one faucet/all faucets, time started, and photos. |
| Lead in water? | 2024 report says EPWater drinking water does not contain lead when it leaves treatment plants; risk is from plumbing materials/service lines. | Flush tap 30 seconds to 2 minutes after water sits for hours; consider testing if concerned. |
| PFAS? | 2024 report says EPWater is sampling and monitoring for PFAS as EPA standards are finalized and future compliance approaches develop. | Review the current Drinking Water Report and PFAS/unregulated contaminant page. |
| Water quality violation notice? | 2024 report includes a chlorite monitoring/reporting violation for March 2024 and says prior/subsequent samples showed compliance at the point of entry. | Read current report notices and call listed contacts for official explanation. |
Payment Assistance and Repair Help
AguaCares
Customer assistance for EPWater customers facing financial hardship and risk of water-service disconnection.
Can provide up to $250 credit when funding is available; customer must enter a payment arrangement for remaining balance.
AguaRepairs
Residential water leak repair program for plumbing repairs in homes owned by EPWater customers.
Managed by Rebuilding Together El Paso. Eligibility contact: 915-832-7010.
Other local resources
EPWater lists Amistad, City Environmental Services senior/disabled discount, Project Bravo, El Paso County General Assistance, and Salvation Army of El Paso as other resource routes, subject to program funding and eligibility.
Funding warning: assistance availability can change by month. The official EPWater page may say applications are paused or funding exhausted, so users should check the page and reapply when the next application window opens.
Meter, Engineering, Development and Records Contacts
| Need | Official contact / address | Prepare |
|---|---|---|
| Engineering: water/wastewater | 1154 Hawkins Blvd.; Water/Wastewater: 915-594-5526. | Address, project type, parcel/site plan, service request. |
| Engineering: stormwater | Stormwater: 915-594-5515. | Flooding location, drainage issue, project details. |
| New service applications | 915-594-5635 or 915-594-5539. | Property address, owner/developer info, meter/sewer requirements. |
| Field inspections | 915-594-5785. | Permit/project info and scheduled inspection need. |
| GIS data request | 1154 Hawkins Boulevard, Attn: GIS Administrator; 915-594-5645; gis@epwater.org. | GIS data request form and specific data needed. |
| Open records request | El Paso Water, Attn: Utility Administrative Legal Analyst, 1154 Hawkins, 4th Floor, El Paso, TX 79925. | Specific records, date range, contact info. |
| Reduce meter size | EPWater form lists 6400 Boeing, El Paso, TX 79925; phone 915-594-5500; fax 915-594-5660. | Owner signature, proof of ownership, current service size, current meter number. |
Map, Office and Mailing Locations
| Location | Address | Best use |
|---|---|---|
| Customer Service Center | 6400 Boeing Drive, El Paso, TX 79925 | Customer-service forms and account service references; call first before visiting. |
| Main Office | 1154 Hawkins Boulevard, El Paso, TX 79925 | Main office, engineering/GIS, public records, Public Service Board meeting location. |
| Mailing address | El Paso Water, P.O. Box 511, El Paso, TX 79961-0511 | Mailed payments and formal mailed documents when instructed. |
| TecH2O Center | 10751 Montana Ave., El Paso, TX 79935 | Certification/training classes and water education programs; call 915-621-2000 for TecH2O routing. |
| El Paso Municipal Court Northeast site | 9600 Dyer St., El Paso, TX 79924 | Water conservation citation arraignment location shown on EPWater enforcement FAQ. |
Visit tip: for account service, payment, reconnection, meter, leak-adjustment, or document submission, call 915-594-5500 first. Some actions are faster through My Account, phone, or official online forms.
Official Links Used in This Guide
El Paso Water Utilities FAQ
What is the El Paso Water customer service phone number?
EPWater customer service is 915-594-5500. Phone representatives are available Monday-Friday from 7:00 AM to 6:00 PM for service and account questions.
How do I pay my El Paso Water bill online?
Use the official My Account portal at myaccount.epwater.org. Official EPWater payment information says online payments can use checking/savings, Visa, MasterCard, Discover, PayPal, or Venmo, post within 1 hour, and have no fee.
How do I pay by phone?
Call 915-594-5500 and select option 1 after choosing language. Accepted forms include Visa, MasterCard, Discover, debit cards with Pulse, Star, NYCE or ACCEL logo, and ACH/e-check.
What is the EPWater emergency number?
Call 915-594-5500 for emergencies. EPWater lists 24/7 emergency response for issues such as water main breaks, water quality concerns, sewer overflows, and stormwater issues.
What should I do if I have a disconnect notice?
Make payment in full through an official route and call EPWater if timing matters. EPWater says payments received Monday-Friday from 7:30 AM to 7:00 PM can restore same day; after-hours/weekend payments restore the following business day.
Is there a fee to pay online or by phone?
EPWater’s official payment pages say there is no fee to make a payment online, through IVR, or by phone. Retail payment location fees can vary by location.
Where do I mail an El Paso Water payment?
Mail check or money order payments to El Paso Water, P.O. Box 511, El Paso, TX 79961-0511. Mail payments post in 1-2 business days after receipt.
What is the EPWater returned check fee?
EPWater’s pay-by-phone page says a $25 returned check fee applies for all electronic payment returns.
Can I get a leak adjustment?
Possible, if the leak qualifies. EPWater/ServLine lists qualifying leaks such as behind a wall, underground, or under the foundation. Call 915-273-3999 or submit the leak adjustment request form with account number, service address, leak details, repair details, high bill dates and proof of repairs.
What leaks do not qualify for adjustment?
EPWater’s leak protection FAQ lists exclusions including negligence, leaving water running, excess charges not directly caused by a qualifying plumbing leak, filling pools or pool leaks, lawn/garden watering, customers without their own meter, and master-metered multi-habitational accounts.
What are El Paso watering days?
No residential watering on Mondays. Even-numbered addresses may water Tuesdays, Thursdays or Saturdays. Odd-numbered addresses may water Wednesdays, Fridays or Sundays. From April 1 through September 30, watering is only permitted before 10 AM or after 6 PM on allowed days.
How long do I have to repair a water-waste leak?
EPWater conservation enforcement guidance says leaks need to be repaired within five working days. If you cannot repair within five working days, call El Paso Water Code Enforcement at 915-621-2098.
What are common EPWater residential deposit amounts?
The Rates and Fees page lists deposits of $75 for single-family residence, $150 for duplex residence, $225 for triplex residence, $150 for commercial establishment, and $500 for industrial accounts.
What is the EPWater water quality lab number?
For water quality, taste, odor, color, or Drinking Water Report questions, call the International Water Quality Laboratory at 915-594-5733.
Where does El Paso Water come from?
EPWater’s Drinking Water Report says water comes from one surface water source, the Rio Grande, and two groundwater sources, the Mesilla Bolson and Hueco Bolson aquifers.
Is this the official EPWater website?
No. This is an informational guide. Confirm live account balances, fees, notices, shutoff status, payment rules, rates, emergency instructions, and service details with official EPWater sources.
30-Second El Paso Water Checklist
Paying? Use My Account or 915-594-5500 option 1; online/phone payments post within 1 hour and have no fee.
Disconnect notice? Pay in full and confirm restoration timing; same-day restoration window is Monday-Friday, 7:30 AM-7:00 PM.
Emergency? Call 915-594-5500 or use the official emergency form for water, sewer, or stormwater problems.
High bill? Check irrigation, CCF/gallons, 13-month history, meter, toilets, outdoor leaks, and ServLine adjustment rules.
Outdoor watering? Even Tue/Thu/Sat, odd Wed/Fri/Sun, no Monday residential watering, and April-September only before 10 AM or after 6 PM.