Irving Water Utilities Help Desk: Pay, Log In, Call, Move Service or Report Trouble
Use this guide like a shortcut counter. Pick your problem, open the official route, prepare the exact details, and avoid late fees, slow posting, login errors, or wrong emergency numbers.
Irving Water Utilities Action Board
No long reading first. Use the table below to get the correct phone number, form, portal, or next step.
| Need | Official route | Have ready | Important detail |
|---|---|---|---|
| Pay online without account | MyIrvingBill Quick Pay | Account number + service address. | Online payments require the account number and service address. |
| Log in / create account | My Irving Bill portal | Most recent bill, email, account number, mailing ZIP. | Portal supports payment history, water consumption history, paperless billing and multiple accounts. |
| Pay by automated phone | 972-721-3774 | Utility account number + credit card. | City says there are no additional fees for the automated phone option. |
| Billing question | 972-721-2411 | Account number, bill date, payment proof, service address. | Use for bill, payment, statement, leak, deposit, transfer or disconnect questions. |
| Water / sewer concern | 972-721-2281 | Exact address, cross street, issue type, when it started. | Official Water Utilities page lists this as the 24-hour Water + Sewer Hotline. |
| Emergency number conflict | 972-721-2261 | Use only if the portal/emergency instruction points you here. | MyIrvingBill footer lists “Emergencies 972-721-2261,” while Water Utilities lists 972-721-2281. |
| New service | Apply online at MyIrvingBill or City Hall | Deed or rental/lease agreement + ID. | Online upload: first and last pages of deed/lease; front of ID. |
| Stop service | Discontinue Services Request | Disconnect date, account number, forwarding address, ID. | If deposit is held, it is credited toward the final bill. |
| Transfer service | Request to Transfer Services | Current/new address, proof of residence or ownership, ID. | Transfer will not process if current account has a past-due balance. |
| Leak adjustment | Leak Adjustment Request | Account number, repair receipt, service address, signature. | Concealed leak adjustment may be considered once every 12 months after repair proof. |
Due-date rule: Irving says payment must be received by the Customer Service Department by 5 p.m. on the due date, or a 10% penalty is assessed on outstanding current charges.
Official Numbers, Offices and Local Utility Roles
Billing + Customer Service
City Hall
825 W. Irving Blvd.
Irving, TX 75060
Phone: 972-721-2411
Hours: Mon-Fri, 8 a.m.-5 p.m.
Main City Hall: 972-721-2600
Water Utilities Field Operations
Valley View Municipal Complex
333 Valley View Lane
Irving, TX 75061
24-Hour Water + Sewer Hotline:
972-721-2281
Fax: 972-721-2280
Director + Utility Scope
Director: Todd W. Reck, P.E.
Irving Water Utilities manages raw water pumping, potable water distribution and wastewater collection around the clock.
| Locality / district-style context | Why it matters for utility users | Use this route |
|---|---|---|
| City of Irving, Texas | Primary service area for municipal water, wastewater, trash, drainage and EMS charges on city utility bills. | MyIrvingBill, City Hall, Water Utilities hotline. |
| Dallas County location | Irving City Hall and municipal billing office are in Irving, Dallas County, Texas. | 825 W. Irving Blvd. for billing/payment windows. |
| Las Colinas / Urban Center | High-density residential, commercial and multifamily accounts may need multiple-account portal management. | Use MyIrvingBill account login and billing phone. |
| Valley Ranch / North Irving | Irrigation schedule, high-use summer bills and service line questions can matter for homes and HOAs. | Use Water Conservation / irrigation schedule and billing review. |
| Heritage District / Downtown Irving | City Hall is nearby for in-person payment, service setup, payment agreement and forms. | 825 W. Irving Blvd., Mon-Fri 8 a.m.-5 p.m. |
| Bear Creek / South Irving | For outages, leaks, low pressure or sewer backups, do not wait for billing office hours. | 24-hour hotline 972-721-2281. |
| Flooding / standing water | Not every standing-water issue is a water-main leak. Drainage issues route to Municipal Drainage Utility. | Drainage@irvingtx.org or 972-721-4760. |
Bill Pay and Login: Fastest Route by Situation
In person
City Hall first-floor Customer Service windows.
Cash, check, money order and major cards accepted.
| Payment method | Official detail | Best for | Posting / risk note |
|---|---|---|---|
| MyIrvingBill online | Accepts Discover, MasterCard, VISA debit/credit cards and e-checks. | Fast online payment, recurring payments, paperless billing. | Online/bank website payments generally take at least two bank business days to credit. |
| One-time online payment | No account setup required. | Simple one-time bill pay. | Needs account number and service address. |
| Portal account | View/pay multiple accounts, billing history, payment history, water consumption history. | Business, multifamily, repeat users, paperless billing. | Keep email/password and security question accessible. |
| Bank website / ACH | Bank may send electronic payment or print/mail a check. | Routine bills with time before due date. | Electronic usually 1-2 business days; mailed bank checks 5-7 business days. |
| Mail to address shown on bill or 825 W. Irving Blvd., Irving, TX 75060. | Non-urgent payment. | Allow 7-10 business days to reflect on account. | |
| Phone payment | Call 972-721-3774 with credit card and utility account number. | Users who cannot log in. | MasterCard, VISA and Discover accepted. |
| City Hall payment | First floor Customer Service windows, 825 W. Irving Blvd., Mon-Fri 8 a.m.-5 p.m. | Cash/check/card users or urgent proof. | Payments after 5 p.m. post next business day and may incur fees/penalties. |
| Drop-off box | Drive between City Hall and Jack D. Huffman Community Building, near parking garage. | After-hours check/money order. | Pick-up 7:59 a.m. Mon-Fri except holidays; never deposit cash/coins. |
| Authorized locations | Fiesta Mart 975 W. Irving Blvd.; Fiesta Mart 1145 W. Airport Freeway; ACE Cash Express; Western Union. | Not-past-due accounts only. | Transactions may be delayed and not automatically displayed on the account. |
MyIrvingBill Login, Quick Pay and Sign-Up Help
Sign-up needs
- Email address.
- Password between 8-20 characters.
- Security question and answer.
- First name, last name, phone.
- Account number.
- Mailing address ZIP code.
Portal benefits
- View meter consumption data.
- View and pay bills online.
- Review transaction and payment history.
- Add multiple accounts to one web profile.
- Paperless billing and email reminders.
Login problem
- Use account number exactly as printed.
- Use mailing ZIP, not always service ZIP.
- Use Forgot Password or Forgot User Name links.
- Screenshot the error before calling 972-721-2411.
New customer portal rule: MyIrvingBill says new service registration needs either deed or rental/lease agreement plus driver’s license or valid ID.
Past-Due, Payment Plan or Disconnect Warning
| Situation | What Irving says / what to do | Best next step |
|---|---|---|
| Due today | Payment must be received by 5 p.m. on the bill due date. | Use fastest city-confirmed route; call 972-721-2411 if close to deadline. |
| Late payment | 10% penalty assessed on outstanding current charges if payment not received by 5 p.m. due date. | Pay and keep confirmation; check remaining balance. |
| Financial hardship | Customer Service can arrange payment plans for hardship or high usage due to repaired leak. | Call 972-721-2411 or go to City Hall. |
| Payment plan limit | Payment agreements can be arranged maximum twice per year by account holder/co-applicant. | Ask if you still have an available agreement. |
| More than 30 days past due | Any account with unpaid balance more than 30 days past due will result in disconnected service. | Call before paying to confirm reconnection terms. |
| Deposit in first month’s bill | If deposit was included in first month’s bill, service can be disconnected without notice if not paid by 5 p.m. on due date. | Prioritize deposit/bill payment; confirm account standing. |
| Already disconnected | Customer must pay disconnect-related fees and previous amounts due; may need new deposit up to four times highest utility bill. | Ask exact restoration amount and timing before paying. |
Do not use slow payment near cutoff: mail can take 7-10 business days to reflect, and bank checks can take 5-7 business days.
Start, Stop, Transfer or Update Service
Start new service
Apply online at MyIrvingBill or in person at City Hall.
- Deed or lease/rental agreement.
- Driver’s license or valid ID.
- Deposit requirement.
Stop service
- Disconnect date.
- Account number.
- New mailing address.
- Government-issued ID.
Transfer service
- No past-due balance.
- New Irving service address.
- Proof of residence/ownership.
- Government-issued ID.
Update account
- Account number.
- Driver’s license.
- Last four of SSN.
- Reason for change.
| Service action | Hidden user-intent answer | Do this before submitting |
|---|---|---|
| New residential account | Minimum residential deposit is $75; deposit may be higher after unsatisfactory prior payment history. | Upload ID and deed/lease correctly; call if prior balance exists. |
| New commercial account | Commercial deposit is two times average bill or minimum $175, whichever is greater. | Ask how meter size affects deposit. |
| Deposit refund | Residential deposit refunded after 12 months of service if not more than two late payments. | Keep payments on time for full 12 months. |
| Final bill | Deposit in escrow applies to final bill; remaining balance refunded within 45 days if $10 or more. | For less than $10 refund, call Customer Service. |
| Transfer | Transfer will not process with current past-due balance; deposit may be required before new location. | Pay current balance first and attach required proof. |
| Account name change | Signer must match Customer Name line and is responsible for payment. | Name change may need driver’s license and Social Security number plus decree/certificate depending on reason. |
High Bill, Leak Adjustment and Wastewater Average
Leak adjustment
Concealed leak adjustment may be considered after repair proof.
Frequency: once every 12 months.
Attach proof
Leak form asks for plumbing repair receipt, account number, service address, phone, email and signature.
Wastewater average
Residential wastewater uses January, February and March water usage average, reflected in February, March and April bills.
| Question | Direct answer | What to prepare |
|---|---|---|
| Why is my sewer bill based on winter usage? | City uses winter averaging because most customers irrigate less and most water goes to wastewater collection. | January, February, March usage from bills. |
| What if I just moved in? | If not enough time to establish winter average, sewer charge is 80% of water consumption until average is established. | Move-in date and first bills. |
| Can I get a leak adjustment? | Maybe, if the leak was concealed, repaired, and proof is attached; city may lower bill based on information provided. | Repair receipt, date fixed, account number, photos if helpful. |
| What should I check before filing? | Toilet flapper, irrigation line, hose bib, water heater, slab leak signs, softener cycle, pool fill, sprinkler controller. | Usage dates, repair invoice, meter photo if safe. |
2026 Rates and Bill Charges: What Users Actually Search For
Water
4.58% rate increase effective Oct. 1, 2025.
Wastewater
8.43% rate increase effective Oct. 1, 2025.
Combined
6.58% average combined water/wastewater increase.
Bill includes
Drainage, water, wastewater, solid waste and EMS.
| Charge / item | Official detail | Why it matters |
|---|---|---|
| Water service charge | Base charge by meter size; includes first 3,000 gallons of water usage each month. | Low-usage customers still see a base water charge. |
| 4,000-10,000 gallons | $4.84 per thousand gallons. | First usage tier above base amount. |
| 11,000-20,000 gallons | $5.22 per thousand gallons. | Middle tier; watch irrigation and leaks. |
| 21,000+ gallons | $5.58 per thousand Oct-May; $6.14 per thousand Jun-Sep. | Summer high-use customers pay more at top tier. |
| Regulatory fee | Based on TCEQ-related charges and paid by all Irving ratepayers per meter. | Not a usage-only fee. |
| Purchase and Treatment | Based on city budget allocation for water purchased and treated by City of Dallas. | Reflects wholesale/treatment cost pressure. |
| Sewer | Based on winter month’s average and recalculated each year. | Jan-March usage can affect sewer charge for May-April. |
| Sewer Treatment | Based on budget allocation for wastewater treatment from Trinity River Authority. | TRA pass-through costs affect wastewater rates. |
| Drainage | FY26 overview shows 7.1% drainage rate increase; residential lots 5,000 sq. ft. or larger increase from $13 to $14/month. | Drainage is separate from water/sewer usage. |
| Solid waste | FY26 overview shows no rate increase; monthly rate remains $35.25. | Only taxable item on Municipal Services Bill. |
| EMS fee | FY26 overview shows no rate increase; monthly fee remains $1.50. | Charged to account holders to support EMS operations. |
Official rate pages:
Water, Sewer, Flooding or Utility Locate: Call the Right Place
| Problem | What to say | Route |
|---|---|---|
| Water main break / street leak | “Water is flowing/bubbling at [address/cross street]. It started around [time].” | 24-hour hotline 972-721-2281. |
| No water / low pressure | “All taps or only part of the property are affected; neighbors [are/are not] affected.” | Water Utilities hotline. |
| Sewer backup | “Wastewater is backing up at [fixture/location]. I stopped using water.” | Water + Sewer hotline; avoid contact with wastewater. |
| Flooding / standing water | “Standing water/flooding at [location], after [rain/no rain], blocking [street/property].” | Municipal Drainage Utility. |
| Construction flags / city project | “I need information about markings or work near [address].” | CIP / Engineering 972-721-2611 for city project questions. |
| Utility locate before digging | “I need locates before [fence/tree/driveway/irrigation/project].” | Water/sanitary sewer through Water Utilities; other utilities through Texas 811. |
Infrastructure note: Irving’s Water Distribution page says the city serves a population of more than 264,000 through a 735-mile water-main network and four pump stations: Carbon, Hackberry, MacArthur and Northgate.
Water Restrictions and Irrigation Schedule
Odd addresses
Sunday + Wednesday
Seasonal irrigation schedule runs April 1-Oct. 31.
Even addresses
Tuesday + Saturday
Landscape irrigation limited to two days per week.
No irrigation
Monday, Thursday, Friday
No watering between 10 a.m. and 6 p.m.
| Watering question | Answer | Practical tip |
|---|---|---|
| Can I hand water? | Hand watering with hose and positive shutoff nozzle is permitted up to one hour daily, any day. | Use early morning/evening to reduce evaporation. |
| New sod/seed/landscaping? | Temporary variance may be available to support establishment. | Request before watering outside schedule. |
| High summer bill? | Top water tier is higher in June-September for 21,000+ gallons. | Check irrigation controller, broken heads, and cycle timing. |
| Runoff? | Restrictions help conserve water and reduce runoff. | Use shorter cycles and adjust sprinkler heads. |
Water Quality, Lead + Copper, and Service Line Inventory
TCEQ rating
Irving Water Utilities says the department is rated “Superior” by the Texas Commission on Environmental Quality.
Water report
Water utilities must provide an annual drinking water quality report; Irving posts its report online by July 1.
No lead lines
Irving says it identified and mapped utility- and customer-owned service lines and has no lead water service lines.
| User concern | Official fact / route | What to do |
|---|---|---|
| Where is the water quality report? | Use the Water Quality Report link on Irving Water Utilities. | Check latest report for source, testing and regulated substances. |
| Lead service line? | Irving reports no lead water service lines after inventory project. | Open the service line inventory if you want property-level confirmation. |
| Water taste/color/odor? | Water Utilities handles water quality, pressure and resident concerns. | Call hotline with address, tap affected, time started, and whether neighbors are affected. |
| Backflow / cross connection? | Environmental Compliance enforces measures to prevent contamination. | Businesses, irrigation systems and commercial accounts should review backflow requirements. |
Official water quality resources:
Map: Billing Office and Water Utilities Field Office
Billing + Customer Service: City Hall
825 W. Irving Blvd., Irving, TX 75060
Water Utilities: Valley View Municipal Complex
333 Valley View Lane, Irving, TX 75061
| Location | Address | Use for |
|---|---|---|
| City Hall | 825 W. Irving Blvd., Irving, TX 75060 | Billing questions, in-person payments, Customer Service windows, payment agreements, new service in person. |
| Drop-off payment box | Drive between City Hall and Jack D. Huffman Community Building, near parking garage | Check/money-order drop-off; no cash/coins; pick-up 7:59 a.m. business days. |
| Valley View Municipal Complex | 333 Valley View Lane, Irving, TX 75061 | Water Utilities field operations, maintenance, water/sewer hotline location context. |
| Fiesta Mart | 975 W. Irving Blvd., Irving, TX | Authorized payment location for accounts not past due. |
| Fiesta Mart | 1145 W. Airport Freeway, Irving, TX | Authorized payment location for accounts not past due. |
Official Irving Water Utilities Links
Irving Water Utilities FAQ
What is the Irving Water Utilities billing phone number?
Call Customer Service at 972-721-2411 for billing questions, payment issues, deposits, account changes, leak adjustment questions, service transfer and discontinue service help.
What is the 24-hour Irving water and sewer hotline?
The official Water Utilities page lists the 24-hour Water + Sewer Hotline as 972-721-2281. MyIrvingBill also lists an emergency number, 972-721-2261, so use 972-721-2281 first for water/sewer concerns and follow portal instructions if directed.
How do I pay my Irving water bill online?
Use MyIrvingBill.org. You can make a one-time payment without creating an account or create a portal account for recurring payments, paperless billing, history and water consumption data.
Can I pay by phone?
Yes. The City of Irving lists automated phone payments at 972-721-3774. Have your utility account number and credit card ready. The city says no additional fee is charged for this phone option.
What time is payment due?
Payment must be received by the City of Irving Customer Service Department by 5 p.m. on the due date shown on the bill. Otherwise, a 10% penalty applies to outstanding current charges.
Where is the Irving Water Utilities billing office?
Billing Questions + Customer Service is at City Hall, 825 W. Irving Blvd., Irving, TX 75060. Hours are Monday-Friday, 8 a.m. to 5 p.m., excluding city holidays.
Where is the Water Utilities field office?
Water Utilities is listed at Valley View Municipal Complex, 333 Valley View Lane, Irving, TX 75061. The office phone is 972-721-2281.
What documents do new Irving water customers need?
New residential and commercial customers can apply online or at City Hall. Required documents include deed or rental/lease agreement, driver’s license or valid ID, and deposit requirement.
How much is the residential deposit?
New residential customers are required to pay a minimum deposit of $75. The deposit can be higher after prior unsatisfactory payment history.
Can I transfer Irving utility service if I have a past-due balance?
No. The official transfer form states transfer requests will not be processed if the current account has a past-due balance. A deposit may also be required before transferring to a new location.
How do I stop Irving water service?
Use the Discontinue Services Request form. You need disconnect date, account number, account holder name, phone, email, service address, new mailing address and a government-issued ID.
Does Irving offer leak adjustments?
Yes. Customers with proof that a concealed leak was repaired may be eligible for an adjustment once every 12 months. The form requires repair receipt, account number, service address and signature.
How is Irving residential wastewater calculated?
Irving uses a winter average based on January, February and March water consumption, reflected in bills received in February, March and April. If no winter average exists, sewer charge is 80% of water consumption until one is established.
What are Irving watering days?
From April 1 through Oct. 31, odd addresses water Sunday and Wednesday; even addresses water Tuesday and Saturday. No irrigation is allowed Monday, Thursday or Friday, and no watering is allowed from 10 a.m. to 6 p.m.
Does Irving have lead service lines?
Irving Water Utilities says it identified and mapped all utility- and customer-owned water service lines and reports that the city has no lead water service lines.
Is this the official Irving Water Utilities website?
No. This is an informational guide. Confirm live balance, deadlines, cutoff status, fees, service requests and emergencies with the official City of Irving and MyIrvingBill websites.
30-Second Irving Water Checklist
Pay/login: MyIrvingBill.org → account number + service address → confirmation number.
Billing: 972-721-2411 → City Hall, 825 W. Irving Blvd. → Mon-Fri 8 a.m.-5 p.m.
Emergency: water/sewer hotline 972-721-2281; portal also lists emergencies at 972-721-2261.
Due date: received by 5 p.m. or 10% penalty on outstanding current charges.
Moving: no past-due balance for transfer; stop service form needs forwarding address and ID.
High bill: check winter wastewater average, irrigation schedule, leak repair proof and leak adjustment form.