Tyler Utility Bill Help: Pay, Call, Report, Start Service or Read Charges
Use this as a practical desk guide for City of Tyler utility customers. It covers water, sewer/wastewater, stormwater, trash, recycling, service forms, emergency numbers, payment posting risks, rates, fees, and official links.
Fast Answer Board
| Need | Official action | Have ready | Important detail |
|---|---|---|---|
| Pay online / view bill | New Customer Portal | Account details, service address, email, payment method. | Official site says more ways to pay and manage accounts are available through the new provider. |
| Portal issue / account not visible | Paymentus fallback | Account number, balance, payment method. | City notice says some accounts may not appear in the new system during transition and Paymentus can still be used. |
| Pay by phone | Call 903-531-1230, select Option 1. | Card or e-check information. | Customer service representatives cannot process phone payments directly. |
| Pay in person | Water Business Office, 511 W. Locust St., Tyler, TX 75702. | Bill, account number, ID if needed, payment method. | Office hours are Monday-Friday, 8 a.m. to 4 p.m. |
| Next available day service | Visit office at 511 W. Locust St. | Service address, ID, lease/closing info, account details. | City says next available day service requires office visit. |
| Emergency after hours | 903-597-6541 | Address, cross street, issue type, when it started. | Used for after-hours emergencies, weekends, and holidays. |
| Water quality concern | 903-531-1285 | Tap affected, color/odor/taste, start time, photos if safe. | City drinking-water page routes quality concerns to Water Service Center. |
| Trash, cart, pickup, recycling | 903-531-1388 | Address, cart issue, missed pickup date, photos if useful. | Solid Waste also handles bulky/special pickup questions. |
Portal transition note: If an account does not show in the new system, use the official Utility Billing page first, then Paymentus backup if City instructions still show it. Old autopay users may need to re-enroll in the new system.
Official Contact, Address and Hours
Water Business Office
Address:
511 W. Locust St.
Tyler, Texas 75702
Hours: Monday-Friday, 8 a.m.-4 p.m.
Mailing address
City of Tyler Water
P.O. Box 336
Tyler, TX 75710
Use for mailed payments and official utility correspondence when allowed.
Official starting pages:
Pay a Tyler Water Utilities Bill
Tyler utility bills can include water, sewer/wastewater, stormwater, trash, recycling, fees, and service charges. Check the exact line item before calling.
| Payment route | Official detail | Best for | Risk / reminder |
|---|---|---|---|
| New Customer Portal | mytylerutilities.com | View/print bills, secure online payments, Auto Pay, multiple accounts under one login. | If you used old autopay, re-check enrollment in the new system. |
| Paymentus fallback | Paymentus Tyler portal | Temporary fallback when account is not accessible in new provider. | Confirm through City page before entering payment details. |
| Phone payment | Call 903-531-1230, select Option 1. | Debit card, credit card, or e-check by phone 24/7/365. | Customer service staff cannot take the payment manually. |
| City of Tyler Water, P.O. Box 336, Tyler, TX 75710. | Non-urgent payments with enough mailing time. | Do not use mail close to a late notice or disconnection deadline. | |
| Bank draft autopay | Complete the official Bank Draft Form and wait for setup confirmation. | Checking-account automatic payment. | Bring account to $0 balance to avoid delays/disconnections during setup. |
| Card autopay | Set up inside the customer portal. | Recurring card payment with chosen amount/date. | Confirm active status after portal migration. |
| Drop box | 511 W. Locust St. or Rice Road Brookshire’s parking lot near mailboxes. | Check or money order drop-off. | No cash. Boxes emptied 8 a.m. weekdays; after 8 a.m. posts next business day. |
| Office | 511 W. Locust St., Monday-Friday, 8 a.m.-4 p.m. | In-person payment or urgent account help. | Closed holidays. Bring account number and proof. |
| 24/7 drive-thru kiosk | West side of Water Utilities building. | After-hours payment at office location. | Change is not dispensed when cash is used. |
| Walmart / retail cash options | Walmart MoneyCenters and Scan-to-Pay stores like CVS, Walgreens, Dollar General, Office Depot and more. | Cash-preferred customers. | Processing fee varies by location; barcode needed for Scan-to-Pay. |
Start, Stop, Transfer or Change Service
Processing time: City utility forms submitted Monday-Friday can take up to 7 business days to process. For next available day service, visit the Water Business Office at 511 W. Locust St.
| Task | Official route | Prepare | Important note |
|---|---|---|---|
| Request new water service | Use Utility Billing page → Request New Water Service form. | ID, service address, move-in date, lease/closing details. | Use if never had service or need service transferred into your name. |
| Stop/cancel service | Use Utility Billing page → Stop/Cancel Water Service form. | Stop date, forwarding address, final bill details. | Ask how final bill and deposit/refund are handled. |
| Transfer service | Use Utility Billing page → Transfer Water Service form. | Old address, new address, dates, contact information. | Confirm whether account number changes. |
| Add another service location | Use Utility Billing page → Add Additional Service form. | Existing account info and new service address. | Useful for landlords or multi-property customers. |
| Reconnect rental property | Use Reconnect Rental Property form if landlord had prior service. | Property ownership/landlord details. | If no prior service, use Request New Water Service instead. |
| Sewer-only account | Use Connect Sewer Only Account form. | Service address and billing contact. | Useful for properties not needing full water account setup. |
| Account change | Use Make an Account Change form. | Last name change, mailing address, additional account name. | Do not wait until payment deadline to fix account name/address. |
| New construction | Review meter sizes, current fees, installation requirements and flow-test scheduling from Utility Billing. | Address, permit/project info, meter size, contractor details. | New construction can involve connection fee, meter pricing and installation timing. |
Official service page:
Rates, Fees and Bill Line Items Explained
Water bill is not only water
Tyler’s own bill explainer says the utility bill may include water, sewer, stormwater and trash service.
Enterprise fund
TWU operates as an Enterprise Fund, meaning utility costs are covered by utility revenues, not general tax dollars.
Approved rates
All rates and fees are approved by Tyler City Council in open session.
| Line item / fee | Official meaning or amount | User action |
|---|---|---|
| Water base rate | Fixed monthly charge based on meter size; covers availability, meter reading and maintenance. | Check meter size on bill if base charge changed. |
| Water consumption | Gallons used multiplied by rate per thousand gallons. | Compare 12-month usage history before assuming billing error. |
| Wastewater base rate | Fixed monthly charge based on meter size and water usage. | Remember sewer charges can rise when water use rises. |
| Wastewater consumption | Charge based on water used, multiplied by rate per thousand gallons. | Check leaks/irrigation because usage can affect sewer bill. |
| Regulatory Compliance Fee | $26.17 on active water and/or sewer accounts. | Funds compliance with state/federal requirements. |
| Trash Collection Fee | Charge for bi-weekly trash pickup; may include curbside or pack-out extras. | Call Solid Waste for cart/service questions. |
| Recycling | Charge for twice-a-month recycling pickup. | Optional curbside recycling differs from free Downtown Recycle Center. |
| Solid Waste tax | 8.25% tax applied to solid waste charges. | Not a water-rate charge. |
| Fuel surcharge | Applied when diesel fuel exceeds $2.50/gallon. | Funds increased Solid Waste collection/disposal fuel cost. |
| Connection Fee | $50 for new service or service moved to new address. | Budget before move/transfer. |
| Late Notice Fee | $15 when a late notice is generated. | Call before disconnection risk. |
| Delinquent Disconnection Fee | $50. | Ask exact total required to stop or restore service. |
| Returned Payment Fee | $35. | Use secured funds if account has prior returned payments. |
| Meter Recheck Fee | One free in a 12-month period; then $25. | Use free recheck wisely for high-bill dispute. |
| Meter Testing Fee | $50; customer must be present at meter test site. | Use only after usage/leak checks. |
| After-Hour Turn-On/Off | $50. | Avoid after-hours request if daytime service is possible. |
| Same Day Expedited Fee | $50. | Relevant when rushing service actions. |
| Meter Removal/Locked/Reinstalled | $100. | Do not tamper with meter or lock. |
| Tampering Fee | $100. | Call TWU instead of opening/altering equipment. |
High Tyler Utility Bill: Check These Before Calling
Usage history
City says you can view 12-month usage history on the left-hand side of the bill.
New meter
A new meter may record and transmit usage more accurately; City sends a letter and door hanger before replacement.
Longer cycle
A longer billing cycle can make one bill look unusually high.
Leaks / irrigation
Water-line breaks, damaged irrigation, running toilets, faucets and showerheads can raise usage.
| Cause | What to check | What to ask TWU |
|---|---|---|
| Manual meter misread | Compare usage with meter photo if safe. | “Can I use my free meter recheck for this 12-month period?” |
| New water meter | Look for prior letter/door hanger about replacement. | “Did a new meter start measuring this cycle?” |
| Outdoor irrigation | Review controller schedule, broken heads, stuck zones, seasonal watering. | “Can you compare this usage with same month last year?” |
| Running toilet | Dye test tank; listen for refilling; check flapper. | “What repair proof is needed for account review?” |
| Special trash pickup | Check if a bulky/special pickup was requested or tagged. | “Which line item increased: water, sewer, trash, stormwater or fee?” |
| Long cycle / holidays | Compare billing days and household use. | “Was this bill for a longer period than last month?” |
No Water, Dirty Water, Main Break or Emergency
Report a water issue
Use the City’s official Report a Water Issue form from the Water Utilities page.
| Problem | Official guidance / route | What to do |
|---|---|---|
| Dirty water | City says it can happen when flow changes direction after main maintenance, broken hydrants or main breaks. | Run all faucets for a few minutes. If not clear, repeat every half hour. If not resolved in 2-4 hours, call 903-531-1285. |
| Cloudy water | City says cloudiness may be tiny air bubbles that rise and disappear. | Fill a clear glass and watch if it clears from bottom upward. |
| Taste or odor | Minerals and chlorine can affect taste; not all taste/color/odor issues mean unsafe water. | Record which tap, hot/cold, time started and whether neighbors are affected. |
| No water | Check account status and local outage/emergency routing. | Ask neighbors, check valves if safe, call after-hours if urgent. |
| Street leak / main break | Report location through official water issue route or emergency phone if urgent. | Give cross street, nearest address, flow direction, pavement damage and safety risk. |
| Boil/public notice concern | City Drinking Water page lists public notices section. | Check official notices before relying on social media. |
Water Quality, Reports, Sources and Treatment
Water system number
For Texas Drinking Water Watch, enter 2120004 in the Water System No. box to access City of Tyler information.
Public notices
The City drinking-water page showed no public notices in effect when checked.
CCR reports
City lists 2025, 2024, 2023, 2022 and 2021 Drinking Water Quality Reports, including Spanish 2025 report.
| Water fact | Official detail | Why it matters |
|---|---|---|
| Surface water | City says 96% of supply comes from Lake Tyler, Lake Tyler East and Lake Palestine. | Important for drought, lake, taste/odor and treatment questions. |
| Groundwater | City says 4% comes from twelve deep wells around the City. | Supplemental source from Carrizo Wilcox sand. |
| Lake Palestine rights | City owns rights to 68,900 acre-feet of water in Lake Palestine. | Useful for source-water context. |
| Golden Road Plant | Rapid sand filter facility treating Lake Tyler/Lake Tyler East water; capacity about 34 MGD. | Also after-hours emergency route is Golden Road Water Treatment Plant phone. |
| Lake Palestine Plant | Completed in 2003; current capacity about 30 MGD and expandable up to 60 MGD. | Shows system growth capacity. |
| Distribution system | Transports potable water from storage/treatment plants to users; fire protection is secondary function. | Relevant for pressure, hydrants and main breaks. |
Official water quality links:
Trash, Recycling, Bulky Items and Hazardous Waste on the Utility Bill
Trash schedule
North Tyler: Mondays/Thursdays. South Tyler: Tuesdays/Fridays.
Curb timing
Cart out by 6 a.m. collection day; not earlier than 6 p.m. the day before; remove by 6 a.m. the next morning.
Solid Waste phone
Tyler Talks Trash
Use app/email/phone reminders for service updates and collection reminders.
| Topic | Official detail | What to do |
|---|---|---|
| Missing/damaged cart | Call Solid Waste at 903-531-1388. Work order delivery/repair may take 3-5 business days. | Report wheels, axles, lids, missing cart or busted cart body. |
| Commercial service | Options include 96-gallon carts, dumpsters, roll-offs and compactors. | Call 903-531-1388 for service/special pickups. |
| Bulky pickup | Two free bulky waste pickups per residential household per calendar year. | Submit online bulky pickup form; pickup occurs within five business days after request. |
| Bulky limit | Free pickup limited to 6-8 cubic yards; larger piles may incur extra charge. | Separate piles and keep within limit when possible. |
| Special collections | Pricing starts at $20 and varies by size/quantity. | Use for tires, bulk brush and large items outside normal pickup. |
| Passenger tires | No-rim passenger tire pricing starts at $5 each and increases by size/condition. | Schedule as special collection. |
| Leaves | Up to 25 leaf bags may be collected during regular service weeks; more than 25 can trigger special pickup charge. | Use biodegradable bags; do not put leaves in City cart. |
| Branches/limbs | Limbs 4 feet or less, tied in bundles under 50 pounds, can be picked up with household garbage. | Place 6 feet from cart; do not put yard waste in cart. |
| Recycling center | Free Downtown Recycle Center is open to everyone. | Use for sorted recycling; curbside recycling is optional monthly-fee service. |
| Curbside recycling | Optional service; call Solid Waste at 903-531-1388 to sign up. | Rinse containers; keep paper dry; contamination can make load trash. |
| Household hazardous waste | Landfill accepts small amounts; 32 oz or less may be disposed of as household garbage. | Use safer alternatives, buy only needed amount, and use products fully. |
| Paint | Paint must be dry before curb disposal. | Add Oil Dry/kitty litter; leave lid off until no paint pours out. |
| Bulbs / batteries / oil | Fluorescent bulbs taped together beside cart; motor oil/anti-freeze at Downtown Recycle Center; TCEQ for other items. | Do not pour hazardous materials into drains or carts when prohibited. |
Official trash/recycling links:
Map, Office, Drop Boxes and Mail
Use the Water Business Office for in-person utility billing help. Use the P.O. Box for mailed water payments. Drop boxes are for checks or money orders only.
| Location / route | Official detail | Use for |
|---|---|---|
| Water Business Office | 511 W. Locust St., Tyler, TX 75702 | Customer service, payment, urgent next-day service, in-person help. |
| Main drop box | In front of Tyler Water Utilities building, 511 W. Locust St. | Check/money order; emptied 8 a.m. weekdays. |
| Second drop box | Rice Road Brookshire’s parking lot near mailboxes. | Check/money order; no cash. |
| Drive-thru kiosk | West side of Water Utilities building. | 24/7 payment; no change dispensed for cash. |
| Mailing address | City of Tyler Water, P.O. Box 336, Tyler, TX 75710 | Mail payment or official utility correspondence. |
| Solid Waste office/payment address for pink cart agreement | 414 N. Bois D’Arc Ave., Tyler, TX 75702 | Solid Waste documents such as pink cart agreement when applicable. |
Official Tyler Utility Links by Task
Billing & payments
Water & service
Trash & recycling
Tyler Water Utilities FAQ
What is the Tyler Water Utilities customer service number?
The Water Business Office customer service number is 903-531-1230.
What is the after-hours emergency number?
For after-hours emergencies, weekends or holidays, call the Golden Road Water Treatment Plant / emergency hotline at 903-597-6541.
Where is the Tyler Water Business Office?
The Water Business Office is at 511 W. Locust St., Tyler, Texas 75702. Office hours are Monday-Friday, 8 a.m. to 4 p.m.
How do I pay my Tyler water bill online?
Use the new Customer Portal at mytylerutilities.com. If your account does not appear during the transition, the City says payments can continue through Paymentus.
Can I pay by phone?
Yes. Call 903-531-1230 and select Option 1. Payments can be made by debit card, credit card or e-check 24/7/365, but customer service representatives cannot process the payment manually.
Where do I mail a payment?
Mail payments to City of Tyler Water, P.O. Box 336, Tyler, TX 75710.
Where are Tyler Water Utilities drop boxes?
One drop box is in front of the Water Utilities building at 511 W. Locust St.; the second is in the Rice Road Brookshire’s parking lot near the mailboxes. Use checks or money orders only, no cash.
Why is my Tyler utility bill high?
Common causes include higher water use, new accurate meter, longer billing cycle, requested services, meter misread, leaks, irrigation, pool use, running toilets, special trash pickup or fee changes.
Can I get my meter rechecked?
The City fee page lists one free meter recheck in a 12-month period; after that, the meter recheck fee is $25.
What number handles water quality concerns?
Call the Water Service Center at 903-531-1285 for quality concerns such as taste, odor, color or dirty water that does not clear.
What should I do if water looks dirty?
The City says dirty water can happen after maintenance, hydrant or main issues. Run all faucets for a few minutes; if not clear, repeat every half hour. If unresolved in 2-4 hours, call 903-531-1285.
What is the City of Tyler water system number?
Use Water System No. 2120004 in Texas Drinking Water Watch to find City of Tyler drinking-water system information.
Who do I call for trash or cart issues?
Call Solid Waste at 903-531-1388 for missing/damaged carts, commercial service, trash pickup, bulky items or special pickup questions.
How many free bulky pickups does Tyler allow?
Each residential household receiving curbside collection can request two bulky waste pickups each calendar year at no charge. Pickup is within five business days after request.
Is this the official City of Tyler website?
No. This is an informational guide. Use the official City of Tyler links for live balance, payment, notices, forms, fees, emergency instructions and account-specific service.
30-Second Tyler Utility Checklist
Paying? New portal first → Paymentus if official notice says your account is not visible → save confirmation.
Calling? Billing 903-531-1230; Service Center 903-531-1285; Solid Waste 903-531-1388; after-hours emergency 903-597-6541.
Moving? Forms can take up to 7 business days. For next available day service, go to 511 W. Locust St.
High bill? Identify changed line item: water, sewer, stormwater, trash, recycling, fee, meter, special pickup or leak.
Trash line item? North pickup Monday/Thursday; south pickup Tuesday/Friday; carts out by 6 a.m.; two free bulky pickups per year.