Austin Water Utility Help Desk: Pay, Log In, Call, Move Service or Report a Leak
Use this page like a quick utility counter. Pick the task, open the official route, prepare the right account details, and avoid slow-posting, drop-box, or disconnection mistakes.
Start Here: Official Austin Utility Action Board
| Searcher intent | Official action | Prepare first | Austin-specific warning |
|---|---|---|---|
| Pay or log in | Online Customer Care | Utility account number, email/login, service address, payment method. | Your Austin bill can include drainage, electricity, solid waste, street service, wastewater, and water. |
| One-time quick payment | Paymentus Quick Payment or call 1-833-375-4919 | Utility account number and service-address ZIP code from your bill. | Quick Payments post same day, but a convenience fee applies. |
| Billing/customer care | Call 512-494-9400 | Bill, account number, service address, confirmation number, notice date. | Customer Care hours: Mon-Fri 7 AM-9 PM CST; Sat 9 AM-1 PM CST. |
| Start, stop, or transfer service | Start / Stop / Transfer | Old/new address, move date, ID, account details, deposit questions. | You can request service by phone, online, or at a walk-in customer service center. |
| Water leak / main break | Call Austin Water Dispatch: 512-972-1000 | Location, cross street, leak type, time started, photo if safe. | Check the Leak Response Map first if you want to see whether it is already reported. |
| Water taste, odor, manhole, bees in meter | Call 3-1-1 or 512-974-2000 | Address, exact issue, photo if safe, time noticed. | Austin Water routes non-emergency issues through 3-1-1. |
| Call before digging | Call 8-1-1 or visit Texas 811 | Work address, project date, excavation area, contractor details. | Use before fence posts, landscaping, irrigation, trenching, driveway, or service-line work. |
Fast decision: billing/account/payment = 512-494-9400. Active water/sewer emergency = 512-972-1000. Non-emergency city service request = 3-1-1.
Official Contacts, Addresses and Local Service Context
Customer Care & Billing
Phone: 512-494-9400
Outside Austin: 888-340-6465
Hours: Monday-Friday 7 AM-9 PM CST; Saturday 9 AM-1 PM CST.
VRS calls: accepted.
Mailing / Billing Addresses
Customer Care:
City of Austin Utilities – Customer Care
4815 Mueller Blvd.
Austin, TX 78723-3573
Payment Processing:
PO Box 2267
Austin, TX 78783-2267
Local Utility Scope
Austin Water serves more than 1 million people across 544 square miles in the Austin metropolitan area.
Your City of Austin utility bill may include water, wastewater, drainage, electricity, solid waste, and street service.
| Official route | Address / number | Use for |
|---|---|---|
| Utility Customer Service Center — North | 8716 Research Blvd., Suite 115, Austin, TX 78758 | Walk-in payment/account help. Open Mon-Fri, 8 AM-4:30 PM. |
| Utility Customer Service Center — South | 1901 W. William Cannon Drive, Suite 100, Austin, TX 78745 | Walk-in payment/account help. Open Mon-Fri, 8 AM-4:30 PM. |
| Austin Water emergency dispatch | 512-972-1000 | Water main break, urgent leak, wastewater issue, field emergency. |
| Austin 3-1-1 | 3-1-1 or 512-974-2000 | Non-emergency water issue, sewer odor, manhole problem, service request. |
| Customer Care fax | 512-505-4035 | Customer Care documents. Letters of reference fax: 512-505-4037. |
| Records / release forms | 4815 Mueller Blvd., Austin, TX 78723-3573 | Account records, release of information, older billing/usage history requests. |
Bill Pay and Login: Exact Steps That Matter
Choose account login or one-time payment
Online Customer Care is for account management. Paymentus Quick Payment is for a same-day one-time payment without full account management.
Use bill-based details
Quick Payment requires your utility account number and service-address ZIP code from the bill. Account login uses your registered email/password.
Check fee and posting rule
Quick Payment posts to the utility account the same day. Convenience fee: $2.79 residential, $8.95 commercial.
Save proof before closing
Keep confirmation number, payment date/time, amount, method, last four digits, and screenshot.
Best route for normal payment
- Use Online Customer Care to pay, set up automatic payments, sign up for paperless eBills, and monitor usage.
- Use Paymentus Quick Payment for same-day one-time posting.
- Use the account number and ZIP exactly from the bill.
- Log out after completing account changes.
Best route near disconnect
- Do not use drop box after disconnection notice.
- Use online Quick Payment, phone Quick Payment, walk-in center, or authorized pay station.
- Call Customer Care at 512-494-9400 if hardship or deadline issue exists.
- Ask whether payment posts in time to protect service.
Official pay and login links:
Payment Options: What Posts Fast, What Is Slow
| Payment method | Official detail | Best for | Watch out |
|---|---|---|---|
| Quick Payment online | Paymentus Customer Portal | Same-day one-time payment. | Convenience fee applies: $2.79 residential, $8.95 commercial. |
| Quick Payment by phone | 1-833-375-4919 | Same-day phone payment route. | Keep confirmation number and ask Customer Care if near cutoff. |
| Online Customer Care | Login / register | Pay bill, automatic payments, paperless eBills, usage monitoring. | Requires account setup/registration. |
| Walk-in center | North: 8716 Research Blvd., Suite 115. South: 1901 W. William Cannon Drive, Suite 100. | In-person payment/account help. | Open Mon-Fri, 8 AM-4:30 PM. |
| Authorized pay station | ACE Cash Express, CVS, Dollar General, H-E-B, Office Depot, Randalls, Regions Bank, Walgreens. | Cash/payment convenience across the community. | Stores may charge a $0.75-$2.95 handling fee; some require bill copy or barcode. |
| Drop box | 625 E. 10th St.; 505 Barton Springs Rd.; 8716 Research Blvd., Suite 115; 1901 W. William Cannon Dr., Suite 100. | Check/money order drop-off. | No cash. Include bill stub. Allow 3-5 business days. Do not use after disconnection notice. |
| City of Austin – Payment Processing, PO Box 2267, Austin, TX 78783-2267. | Normal bills with plenty of time. | Too slow for urgent/past-due situations. |
Disconnection notice rule: do not put payment in a drop box if you received a disconnection notice. The official payment options page directs customers to faster payment routes for that situation.
Start, Stop or Transfer City of Austin Utility Service
Start service
- Use Online Customer Care, call Customer Care, or visit a walk-in center.
- Prepare service address and start date.
- Ask about fees, deposits, and deposit waiver options.
- Ask whether water, electric, solid waste, drainage, and street service all apply.
Stop service
- Prepare stop date and forwarding address.
- Cancel/update automatic payments if moving.
- Ask when the final bill will generate.
- Ask whether deposit refund/interest rules apply.
Transfer / account access
- Old and new address.
- Move date and overlap dates.
- Authorized user details if needed.
- Past balance, deposit, and usage-history questions.
Authorized user note: Austin utility customers can add an adult authorized user. Authorized users can access billing information, request start/stop service, and make payments, but they also become financially responsible while benefiting from service.
Water or Sewer Emergency: What to Say
24-hour emergency
Call: 512-972-1000
Use for water main break, urgent water leak, wastewater emergency, or issue needing Austin Water dispatch.
Non-emergency issue
Call: 3-1-1 or 512-974-2000
Use for bees in meters, taste/odor concerns, sewer odors, manhole issues, or other non-emergency service requests.
Property-owner side
Austin Water maintains water mains. Property owners are responsible for service lines past the meter and internal plumbing issues.
| Problem | Call script | Have ready |
|---|---|---|
| Street leak / water main break | “Water is flowing at [address/cross street]. I checked the leak map and it is/is not listed.” | Nearest address, cross street, flow direction, pavement damage, photo if safe. |
| No water / low pressure | “My property at [address] has no water/low pressure. It affects all taps/one tap.” | Start time, neighbors affected, construction nearby, pressure reading if available. |
| Sewer backup / overflow | “Sewer/wastewater is backing up at [fixture/location]. I stopped using water.” | Basement/floor drain/toilet, time started, neighbors affected, safety risk. |
| Taste, odor, manhole, meter concern | “This is non-emergency at [address]. The issue is [describe].” | Photo, location, time noticed, whether it repeats. |
High Austin Water Bill: Check Usage, Leaks and Wastewater Averaging
Check usage
Use Online Customer Care or My ATX Water to review usage before calling.
My ATX Water
Smart meters provide near-real-time daily use, custom notifications, budgeting alerts, and potential leak alerts.
Leak proof
Check toilets, irrigation, hose bibs, pool fill, softeners, and meter movement.
Wastewater average
Fall/winter usage can set your fixed monthly wastewater fee for the next year.
| Question | Austin-specific answer | Action |
|---|---|---|
| Why did wastewater charge change? | Austin Water uses a wastewater averaging method based on potable water meter readings during fall/winter months. | Find your bill cycle and conserve during the three-month averaging window. |
| Can wastewater volume go up during summer? | Austin Water says the wastewater volume will not go up regardless of how much water you use the rest of the year. | Focus on low fall/winter outdoor use to lock in the best possible rate. |
| What if I have zero usage? | More than one month with zero usage can trigger default wastewater average rules. | Review the wastewater averaging FAQ before assuming zero use helps. |
| How do I catch leaks sooner? | My ATX Water can send sudden-use notifications and potential leak alerts. | Register with your Austin Water account number. |
| Who fixes the leak? | Austin Water handles mains. Owners handle service lines past the meter and internal plumbing. | Call dispatch for city-side leaks; call plumber for owner-side plumbing. |
2026 Austin Water Rates, Fees and Bill Lines
Austin Water’s current 2025-2026 water/wastewater rates are effective November 1, 2025. Use the official PDFs for exact account math because charges vary by residential, commercial, multifamily, large-volume, wholesale, and reclaimed-water category.
| Bill / rate item | What it means | User action |
|---|---|---|
| Water and wastewater rates | Official 2025-2026 rate PDFs are published by Austin Water for customer classes. | Use residential PDF for home accounts; use commercial/multifamily PDFs for business/property accounts. |
| Customer charge | Fixed monthly service/account component. | Compare account class and meter/service type before disputing. |
| Usage / volume | Water meter usage drives water charges and can also affect wastewater averaging. | Check usage history, My ATX Water, and leak alerts. |
| Wastewater averaging | Based on a three-month fall/winter usage period, excluding seasonal outdoor use. | Reduce irrigation, pool fill, car washing, and outdoor use during the averaging window. |
| Impact fees | Impact fees help fund water/wastewater system investments required by growth. | For development questions, call 512-972-0000 extension 4. |
| Rate hearing | Public hearing for FY 2026-2027 proposed rate/fee changes is listed for August 12, 2026 at Austin City Hall. | Use the rates page for updates before publishing future edits. |
Practical bill tip: do not compare only the final total. Separate water, wastewater, drainage, electric, solid waste, street service, fees, taxes, and past-due charges.
Need Help Paying the City of Austin Utility Bill?
Customer Assistance Program
CAP utility discounts help eligible residential customers on low or fixed incomes who participate in qualifying state, federal, or local assistance programs.
CAP discount materials say discounts can average about $560 a year depending on utility services.
Financial Support Plus 1
Plus 1 provides emergency financial aid to residential customers with a temporary problem paying City of Austin utility bills.
Phone: 512-494-9400
Hardship / disconnection risk
If you cannot pay, call Customer Care before the due date or before using slow payment routes.
Ask about payment extensions, payment options, CAP, and Plus 1.
| Help need | Best route | Prepare |
|---|---|---|
| Temporary crisis | Financial Support Plus 1 | Current bill, ID, account number, service address, hardship explanation. |
| Monthly discount | CAP Utility Bill Discounts | Proof of qualifying assistance program or eligibility documents. |
| Payment arrangement | Customer Care at 512-494-9400 | Amount due, due date, income timing, payment ability. |
| Authorized helper | Add authorized user or release account information. | ID, account holder authorization, relationship, contact details. |
Water Quality, Lead, My ATX Water and Watering Days
Water quality report
Austin Water’s 2025 Consumer Confidence Report lists Public Water System ID 2270001.
EPA Safe Drinking Water Hotline: 800-426-4791
Lead service lines
Austin Water says field investigations of all service lines were completed in October 2024 and there are no lead service lines in its distribution system.
Current watering pattern
Residential hose-end sprinklers and drip irrigation: 2 days per week. Automatic/manual irrigation systems: 1 day per week, midnight-10 AM or 7 PM-midnight.
| User question | Useful answer | Official route |
|---|---|---|
| How do I monitor water usage? | My ATX Water provides daily use data, leak alerts, budgeting alerts, and usage reports. | My ATX Water |
| Will power outage stop meter data? | Austin Water says the digital meter is battery powered and power outages do not affect data collection. | Use My ATX Water portal for usage after data appears. |
| Can Austin Water remotely shut off my water? | Austin Water says it cannot remotely turn off or regulate water use; water service can only be turned off manually. | Call Customer Care for account questions. |
| How do I check service-line material? | Use Austin Water’s service line material inventory map. | Service Line Inventory Map |
| When can I water? | Even/odd residential addresses have assigned watering days. Rules vary for automatic systems, hose-end sprinklers, drip, commercial/multifamily, schools, HOAs, and golf courses. | Find Your Watering Day |
Map: Austin Utility Customer Service Centers
| Map / contact item | Address or number | Use for |
|---|---|---|
| Utility Customer Service Center — North | 8716 Research Blvd., Suite 115, Austin, TX 78758 | Walk-in utility payment/account help. Mon-Fri, 8 AM-4:30 PM. |
| Utility Customer Service Center — South | 1901 W. William Cannon Drive, Suite 100, Austin, TX 78745 | Walk-in utility payment/account help. Mon-Fri, 8 AM-4:30 PM. |
| Drop box | 625 East 10th Street, Austin, TX 78701 | Check/money order drop box; no cash; not for disconnection notices. |
| Drop box | 505 Barton Springs Road, Austin, TX 78704 | Check/money order drop box; allow 3-5 business days. |
| Customer Care mailing address | 4815 Mueller Blvd., Austin, TX 78723-3573 | Customer Care correspondence, release forms, records requests. |
| Payment processing | PO Box 2267, Austin, TX 78783-2267 | Mail payment processing address. |
City of Austin Water Utility FAQ
What is the City of Austin Water Utility phone number?
For utility billing, account, start/stop service, and payment help, call City of Austin Utilities Customer Care at 512-494-9400. Outside Austin, call toll-free 888-340-6465.
What is the Austin Water emergency number?
For a water or wastewater emergency, call Austin Water 24-hour emergency services at 512-972-1000.
How do I pay my City of Austin water bill online?
Use City of Austin Utilities Online Customer Care for account management or Paymentus Quick Payment for a one-time payment. Quick Payment requires your utility account number and service-address ZIP code from your bill.
Can I pay by phone?
Yes. Call 1-833-375-4919 to make a Quick Payment by phone. Keep the confirmation number for your records.
Is there a fee for quick payment?
Yes. The official payment options page lists a convenience fee for each Quick Payment: $2.79 for residential accounts and $8.95 for commercial accounts.
Do quick payments post the same day?
Yes. City of Austin Utilities says one-time Quick Payments post to the utility account the same day.
Where can I pay in person?
You can use walk-in Utility Customer Service Centers: North at 8716 Research Blvd., Suite 115, and South at 1901 W. William Cannon Drive, Suite 100. Both are listed as open Monday-Friday, 8 AM-4:30 PM.
Can I use a drop box after a disconnection notice?
No. The official payment options page says not to place payment in a drop box if you have received a notice of disconnection for non-payment.
How do I start, stop, or transfer Austin utility service?
You can start, stop, or transfer service by calling Customer Care at 512-494-9400, registering with Online Customer Care, or visiting a walk-in utility customer service center.
What does the City of Austin utility bill include?
Depending on your services, the bill can include drainage, electricity, solid waste, street service, wastewater, and water.
Who fixes a water leak in Austin?
Austin Water maintains and repairs water mains. Property owners are responsible for service lines past the meter and internal plumbing issues.
How do I report a non-emergency water issue?
For non-emergency issues such as bees in water meters, taste or odor concerns, sewer odors, or manhole problems, contact 3-1-1 or call 512-974-2000.
What is My ATX Water?
My ATX Water is Austin’s smart meter customer portal. It provides daily water use data, leak alerts, budgeting alerts, and usage reports to help customers monitor water use.
How is Austin wastewater averaging calculated?
Austin Water uses water meter readings during a three-month fall/winter wastewater averaging period to estimate wastewater volume and set the fixed monthly wastewater fee for the next year.
Does Austin Water have lead service lines?
Austin Water says it completed field investigations of all service lines in October 2024 and there are no lead service lines in its distribution system.
Is this the official City of Austin Water Utility website?
No. This is an independent utility guide. Confirm live account balance, shutoff status, payment posting, fees, service requests, water restrictions, and emergency instructions with official City of Austin and Austin Water sources.
30-Second Austin Utility Checklist
Pay/login: Online Customer Care for full account management; Paymentus Quick Payment for same-day one-time posting.
Billing help: 512-494-9400; outside Austin 888-340-6465; Mon-Fri 7 AM-9 PM CST and Sat 9 AM-1 PM CST.
Emergency: water/wastewater emergency → 512-972-1000. Non-emergency issue → 3-1-1 or 512-974-2000.
Drop box: no cash, include bill stub, allow 3-5 business days, and do not use after disconnection notice.
High bill: check My ATX Water, leaks, service-line responsibility, and your wastewater averaging window.