Round Rock Utility Help Desk: Pay, Log In, Call, Move Service or Fix a High Bill
Use this guide like a fast utility counter. It gives you the official payment portal, phone numbers, service forms, due-date zones, emergency line, scam warnings, rate basics, water quality links, watering schedule and customer scripts without forcing you through long paragraphs.
Round Rock Water Utility Action Board
Pick the row that matches your problem. Round Rock bills water, wastewater, stormwater, garbage and recycling through Utility Billing, so many searchers need more than a simple “pay bill” link.
| Need | Official route | Prepare first | Do not miss |
|---|---|---|---|
| Pay water bill online | Utility Billing Customer Portal | CID number, account number, service address, payment method. | Round Rock says portal payments have no City transaction fee for Visa, MasterCard, Discover, AmEx, eCheck, PayPal, Apple Pay and Google Pay. |
| One-time payment | One-Time Payment | CID + Account Number from bill. | For phone pay, press “#” after CID and after account number. |
| Payment by phone | 1-855-894-2392 | CID number, account number, amount, card/eCheck details. | Save confirmation number before ending the call. |
| Billing, login or account help | 512-218-5460 | Bill copy, service address, CID/account number, screenshot if portal issue. | Office help is Monday-Friday, 9 a.m.-5 p.m. for lobby; phone support listed 8 a.m.-5 p.m. on payment FAQ. |
| Water / wastewater / stormwater emergency | 512-218-5555 | Exact location, cross street, issue type, time started, photos only if safe. | Available 24/7. Use for main break, sewer backup, flooding/stormwater issue, no water or urgent utility problem. |
| Start / transfer / disconnect service | Connect Service | Government ID, service address, start/stop/transfer date, CID-account number if transferring. | Round Rock requires two business days’ notice to connect or transfer service. |
| High bill / leak adjustment | Leak Adjustment Request | Proof of repair, date repaired, plumber invoice or parts/material receipts. | Request must be submitted within 90 days of repair; only one adjustment per account within 12 months. |
Scam warning: Round Rock says representatives will never contact customers directly to request payment by phone or in person. If you receive a suspicious payment demand, call Utility Billing at 512-218-5460 before providing account or payment information.
Official Phone, Address, Hours and Email
Utility Billing
Billing, login, payment, due date, service forms, transfer, disconnect, leak adjustment and account questions.
Utility Billing Office
221 E. Main Street
Round Rock, TX 78664
Lobby hours: Monday-Friday, 9 a.m.-5 p.m.; closed City holidays.
Use for non-urgent account/service communication. Do not email card or bank details.
| Office / program | Official detail | Use for |
|---|---|---|
| Utility Billing Office | 221 E. Main Street, Round Rock, TX 78664 | 512-218-5460 | Bill pay, customer portal, service applications, deposits, due dates, transfer/disconnect. |
| Utilities and Environmental Services | 3400 Sunrise Road, Round Rock, TX 78665 | 512-218-5555 | Fax 512-255-6911 | Water/wastewater/stormwater operations and emergency routing. |
| Water Conservation | waterconservation@roundrocktexas.gov | 512-671-2872 | Watering violations, conservation, schedule questions, rebates and irrigation guidance. |
| Water Treatment Plant contact | Evan Larson | 512-341-3134 | elarson@roundrocktexas.gov | Water-quality/source-water questions when listed on official water page. |
| City Hall / City main | 221 East Main Street, Round Rock, TX 78664 | 512-218-5400 | General City routing if you are unsure which department handles your issue. |
Bill Pay and Login: Official Payment Options
Online portal
- Use Customer Portal.
- Make one-time payment or register for account access.
- View real-time updates and payment history.
- Track hourly/daily/monthly water consumption.
AutoPay
- Register for portal first.
- Set automatic draft up to 7 days before due date.
- Use card, checking or savings account.
- Round Rock says to have a $0 balance before enrolling to prevent late fees.
Cash options
- Portal can generate a $Cash barcode.
- Retail stores may include CVS, Walgreens, Dollar General, Office Depot and more.
- Retail cash barcode fee listed: $2.95.
- Walmart MoneyCenter payment fee listed: $1.50.
| Payment method | Official detail | Best for | Watch out for |
|---|---|---|---|
| Online portal | ipn.paymentus.com/cp/rrtx | Fast payment, login, payment history, usage graphs, alerts. | Disable pop-up blocker if you cannot view consumption data. |
| One-time payment | One-Time Payment | No full registration needed. | Confirm CID-account number and save confirmation. |
| Phone | 1-855-894-2392; press # after CID and account number. | Phone payment without portal navigation. | Say/enter CID and account exactly as shown on the bill. |
| Lobby | City Hall, 221 E. Main Street, 9 a.m.-5 p.m., Monday-Friday. | Cash/check help, urgent questions, account support. | In-person credit card payments use self-service tablets in the lobby. |
| Deposit box | 24-hour deposit box along Bagdad Avenue at City Hall, 221 E. Main Street. | After-hours check or money order. | Checks/money orders only. Not ideal for cutoff deadlines. |
| Utility Billing, 221 E. Main Street, Round Rock, TX 78664 | Normal bill with enough mailing time. | Mail early; payment must post, not just be sent. | |
| Online banking | Listed as a payment method by Utility Billing. | Customers who pay through their bank. | Bank bill pay may mail a check, so posting can be slower. |
Accepted portal methods: Round Rock lists Visa, MasterCard, Discover, American Express, eCheck, PayPal, Apple Pay, Google Pay and Walmart Pay through the customer portal, with no City transaction fee for Utility Billing payments made on the portal.
Due Dates, Billing Zones and Past-Due Warning Timeline
Zone 1
Due every 3rd of the month.
Zone 2
Due every 10th of the month.
Zone 3
Due every 17th of the month.
Zone 4
Due every 24th of the month.
| Timing | Official Round Rock detail | User action |
|---|---|---|
| Monthly billing | Utility bills are mailed once per month. | Set reminders based on your billing zone. |
| Due date changes | Customers cannot change due date because service area is divided into four billing zones based on geography. | Use AutoPay scheduling up to 7 days before your due date. |
| Past-due notice | Past Due notices are mailed around 7 days after bill due date. | Call before paying if disconnection timing matters. |
| Automated call | Automated call is made to account phone number around 14 days after due date. | Keep your customer phone number updated. |
| Accepted delinquent-account payment routes | Round Rock says payments are accepted through Customer Portal, automated phone system at 1-855-894-2392, or in person at Utility Billing. | Do not pay a caller, doorstep request, or suspicious link. |
Before disconnection: do not rely on bank bill pay, mail or a late-night payment without confirming posting. Call 512-218-5460 and ask what amount and method protects service today.
Customer Portal: Water Usage, Alerts and Leak Clues
Usage graphs
Round Rock’s portal can show hourly, daily and monthly water consumption with easy-to-read graphs.
Alerts
Set email or text alerts for water usage, continuous usage and custom thresholds.
Latency note
Previous day’s usage is available daily, and there is a 4-hour latency window when viewing same-day consumption.
| Portal tool | How it helps | When to use it |
|---|---|---|
| Charts view | Compare usage by day, week or month. | High bill, irrigation changes, guests, pool fill, leak suspicion. |
| Data view | Calendar-style usage view with lower/higher usage shading. | Find the exact day usage jumped. |
| Consumption markers | Create reminders for events that affect water use. | Mark irrigation repair, new sod, pool fill, toilet repair, vacation. |
| Multiple accounts | Add multiple accounts under one user profile using CID-account number. | Property managers, landlords, businesses, multiple homes. |
| Usage comparison | Compare current and historical use. | Understand seasonal changes before calling billing. |
Start, Transfer or Disconnect Service
Start new service
- Complete application at least two business days before requested start date.
- Use residential or commercial application.
- Upload government-issued photo ID for applicant and co-applicant.
- Connection fees and deposits are applied to first month’s bill.
Transfer residential service
- Complete Transfer Service Application.
- Upload government-issued photo ID.
- Include current Customer ID (CID)-Account number.
- Watch for confirmation email after processing.
Disconnect service
- Use official Disconnect Service Request.
- Prepare stop date and forwarding address.
- Ask how final bill and AutoPay are handled.
- Keep confirmation email.
| Move/service issue | Official page | What to prepare |
|---|---|---|
| New residential service | Residential Service Application | Start date, property address, applicant/co-applicant ID, contact details. |
| Commercial service | Commercial Service Application | Business details, tax ID if applicable, service location, authorized contact. |
| Transfer service | Transfer Residential Services | Current CID-account number, new address, ID, transfer date. |
| Disconnect service | Disconnect Service Request | Stop date, forwarding address, account number, final-bill contact. |
| Customer info change | Customer Update Form | Account number, updated phone/email/mailing address. |
Deposit Waiver: Who May Qualify
Letter of credit
New customers may qualify with a utility letter of credit showing, in the prior 12 months, no more than one late payment, no nonpayment disconnect, no more than one insufficient-funds notice, and no meter tampering.
Military return
Military personnel returning from deployment may qualify with U.S. military orders confirming deployment within the past 12 months.
Age 65+
Existing customers age 65 or older applying for new services may qualify if they do not have an outstanding past-due balance at application time.
Smart move: ask about deposit waiver before submitting the service application if you may qualify. The City says a letter of credit is subject to verification.
Round Rock Water, Sewer, Stormwater, Garbage and Recycling Rates
Water base fee
$18.21 effective 11/1/25; $19.12 effective 11/1/26.
Wastewater
Base fee $14.91 plus $3.21 per 1,000 gallons effective 11/1/25.
Stormwater
Residential drainage charge: $6.75 per dwelling unit.
Garbage/recycling
Residential service charge: $24.69 effective 11/1/25.
| Residential water usage tier | Rate effective Nov. 1, 2025 | Rate effective Nov. 1, 2026 | User note |
|---|---|---|---|
| 0-10,000 gallons | $2.57 per 1,000 gallons | $2.57 per 1,000 gallons | Lowest tier. |
| 10,001-18,000 gallons | $3.63 per 1,000 gallons | $3.86 per 1,000 gallons | Seasonal watering can push bills here. |
| 18,001-26,000 gallons | $4.70 per 1,000 gallons | $5.14 per 1,000 gallons | Check irrigation schedule and leaks. |
| 26,001-34,000 gallons | $7.04 per 1,000 gallons | $7.71 per 1,000 gallons | High-usage tier. |
| 34,001+ gallons | $7.96 per 1,000 gallons | $9.11 per 1,000 gallons | Review portal usage immediately. |
Bill logic: the City uses tiered water rates to encourage conservation. Heavy outdoor watering, pool fill, irrigation leaks and continuous toilet leaks can move usage into higher tiers quickly.
Water, Wastewater or Stormwater Emergency: What to Report
Water emergency
- Call 512-218-5555.
- Report main break, no water, severe low pressure, damaged meter or active leak.
- Give address and nearest cross street.
Wastewater emergency
- Call 512-218-5555.
- Report sewer backup or wastewater overflow.
- Stop using water if backup worsens.
Stormwater issue
- Call 512-218-5555 for urgent stormwater/flooding concerns.
- Keep away from flooded roads and lifted pavement.
- Document location only if safe.
| Issue | Say this | Have ready |
|---|---|---|
| Street water leak / main break | “Water is flowing/bubbling at [address or cross street].” | Flow strength, road hazard, time started, photos if safe. |
| No water / low pressure | “All taps are affected / only some taps are affected.” | Service address, neighbors affected, recent work, shutoff notice if any. |
| Sewer backup | “Wastewater is backing up at [floor drain/toilet/tub].” | Fixtures affected, whether neighbors have issue, safety risk. |
| Water violation | “I want to report a watering violation.” | Address, date/time, photo if safe; call 512-671-2872 or use official form. |
High Bill or Leak Adjustment
1. Repair first
Round Rock says the leak must be repaired before submitting a leak adjustment request.
2. Submit proof
Provide repair documentation such as a plumbing invoice or receipts for parts/materials if you completed the repair yourself.
3. Keep paying
Customers should continue making monthly payments while a request is under review to avoid service interruption.
| Leak adjustment rule | Official detail | User action |
|---|---|---|
| Submission deadline | Request must be submitted within 90 days of leak repair. | Do not wait until multiple bills pass. |
| Frequency limit | Only one leak adjustment per account within 12 months. | Use it for the largest qualifying leak event. |
| Adjustment basis | Based on excess water consumption, not dollar amount. | Check usage history in portal before calling. |
| Period limit | Limited to one month of the leak period. | Fix quickly and document the exact repair date. |
| Processing time | Allow up to 30 days after all required documentation and affected bills are generated. | Watch email for notification after credit is approved and applied. |
| Not eligible | Excessive irrigation, broken irrigation heads, incorrect irrigation schedules, pool leaks, pool auto-refill systems, hose left running, meter tampering. | Fix irrigation/pool issues quickly, but do not assume they qualify. |
Water Quality, Source Water, CCR and Boil Notices
Water system rating
Round Rock says its water system is rated “superior” by TCEQ, the agency’s highest rating.
Primary source
Round Rock’s primary water source is Lake Georgetown. When needed, water is pumped into Lake Georgetown from Lake Stillhouse Hollow.
Supplemental sources
The City also supplements lake water supplies with water from the Edwards Aquifer and Lake Travis.
| Water-quality item | Official detail | User action |
|---|---|---|
| 2026 CCR release | Round Rock released its annual Consumer Confidence Report on June 12, 2026. | Use roundrocktexas.gov/waterquality or the CCR link for current report. |
| Testing scope | The 2026 news release says the City’s water system was tested for up to 97 federally regulated constituents/minerals. | Use CCR for contaminant table and compliance details. |
| Results | The 2026 release states drinking water meets or exceeds federal and state standards. | Check official CCR if you have health, PFAS, lead, chlorine or source-water questions. |
| Boil water notice trigger | Round Rock explains boil notices may be issued after events such as a main break when pressure drops below 20 psi. | Boil water for consumption, cooking and ice until notice is lifted. |
| Boil notice questions | Call 512-218-5555, 24 hours a day, 7 days a week. | Do not rely on neighborhood posts; follow official notice status. |
| 2026 chlorine rinse | Round Rock announced a free chlorine rinse from Aug. 3-Aug. 31, 2026; customers may notice chlorine odors and cloudy/discolored water. | Check roundrocktexas.gov/chlorinerinse for maintenance notice details. |
Watering Schedule and Conservation Rules
Year-round standard
Outdoor watering by automatic irrigation system or hose-end sprinkler is limited to the property’s designated days and must occur before 10 a.m. or after 7 p.m.
Who it covers
Round Rock says the rules apply to all Round Rock water customers, including several Municipal Utility Districts outside City limits.
| Address ends in | Year-round & Stage 1 days | Stage 2 day | Time rule |
|---|---|---|---|
| 0 | Monday / Thursday | Thursday | Before 10 a.m. or after 7 p.m. |
| 1 | Wednesday / Saturday | Wednesday | Before 10 a.m. or after 7 p.m. |
| 2 | Tuesday / Friday | Tuesday | Before 10 a.m. or after 7 p.m. |
| 3 | Monday / Thursday | Monday | Before 10 a.m. or after 7 p.m. |
| 4 or 8 | Sunday / Thursday | Sunday | Before 10 a.m. or after 7 p.m. |
| 5 or 9 | Wednesday / Saturday | Saturday | Before 10 a.m. or after 7 p.m. |
| 6 or 7 | Tuesday / Friday | Friday | Before 10 a.m. or after 7 p.m. |
Important details: drip irrigation and soaker hoses are not exempt from the schedule. Hand watering is allowed at any time, on any day. For new landscaping that needs more frequent irrigation, apply for a New Landscape Variance.
Utility Bill Assistance in Round Rock
St. John Vianney Catholic Church
Phone: 512-218-1183
Contact directly for current assistance availability and eligibility.
Society of St. Vincent de Paul
Phone: 512-255-2330
Funding, eligibility and appointment availability may vary.
Payment-plan note: if you are waiting on assistance, still call Utility Billing at 512-218-5460 to ask about payment arrangements and account notes. Assistance organizations are independent, and funding can change.
Map, Office and Local Service Area
| Place | Address / phone | Use for |
|---|---|---|
| Utility Billing Office / City Hall | 221 E. Main Street, Round Rock, TX 78664 | 512-218-5460 | Bill pay, lobby payment, account help, deposit box, service forms. |
| Utilities and Environmental Services | 3400 Sunrise Road, Round Rock, TX 78665 | 512-218-5555 | Water/wastewater/stormwater operations and emergencies. |
| Round Rock water service area | City water service map via official water page. | Check whether Round Rock is your provider, including areas and MUDs outside City limits. |
| Deposit box | Along Bagdad Avenue at City Hall, 221 E. Main Street | 24-hour check/money-order drop-off. |
Round Rock Water Utility FAQ
What is the Round Rock Water Utility phone number?
For Utility Billing, call 512-218-5460. For water, wastewater or stormwater emergencies, call 512-218-5555, available 24/7.
Where do I pay my Round Rock water bill online?
Use the official Utility Billing Customer Portal at ipn.paymentus.com/cp/rrtx or the City’s pay-your-utility-bill page.
What is the Round Rock water bill phone payment number?
Call 1-855-894-2392. Round Rock says to select “#” after entering both your CID number and your account number.
Does Round Rock charge a portal processing fee?
The City says it does not charge transaction fees for Utility Billing payments made on the Customer Portal using listed portal payment methods.
Where is the Round Rock Utility Billing office?
The Utility Billing Office is at 221 E. Main Street, Round Rock, TX 78664. Lobby hours are Monday-Friday, 9 a.m.-5 p.m., closed City holidays.
Can I pay by cash?
Yes. Round Rock lists cash options through portal-generated $Cash barcode at participating retail locations with a $2.95 transaction fee, and Walmart MoneyCenter with a $1.50 transaction fee.
What are Round Rock utility bill due dates?
Due dates are based on four geographic zones: Zone 1 due every 3rd, Zone 2 every 10th, Zone 3 every 17th and Zone 4 every 24th of the month.
How do I start or transfer Round Rock utility service?
Use the official Connect Service page. Submit application at least two business days before the requested start or transfer date and upload required ID documents.
How do I request a leak adjustment?
Use the Leak Adjustment Request Form after the leak is repaired. Submit proof of repair within 90 days. Round Rock allows one leak adjustment per account within 12 months.
What is Round Rock’s water emergency number?
Call 512-218-5555 for water, wastewater or stormwater emergencies. This number is listed as available 24 hours a day, 7 days a week.
Where does Round Rock drinking water come from?
The City says its primary water source is Lake Georgetown, with water pumped from Lake Stillhouse Hollow when needed and supplemental supply from the Edwards Aquifer and Lake Travis.
Where can I find the Round Rock water quality report?
Use the City’s water quality page or the annual Consumer Confidence Report. The 2026 release says Round Rock’s drinking water meets or exceeds federal and state water quality standards.
What are Round Rock watering days?
Watering days depend on the last digit of your address. Watering must occur before 10 a.m. or after 7 p.m. under year-round standards; hand watering is allowed any time.
Is this the official Round Rock utility website?
No. This is an informational guide. Always confirm live balance, service status, fees, restrictions, account notices and emergency instructions with official City of Round Rock sources.
30-Second Round Rock Utility Checklist
Pay/login: Customer Portal → CID-account number → save confirmation → call 512-218-5460 if posting matters.
Phone pay: 1-855-894-2392 → press # after CID and account number.
Emergency: water/wastewater/stormwater emergency → 512-218-5555, 24/7.
Office: 221 E. Main Street, Round Rock, TX 78664, Monday-Friday, 9 a.m.-5 p.m.
High bill: check portal usage → repair leak → collect proof → submit leak adjustment within 90 days.