Dallas Water Utilities Help Desk: Pay, Register, Call, Report, Start Service or Fix a High Bill
Use this page as a Dallas-specific utility counter. It gives the right official route for DallasGo payments, emergency water turnoff, sewer overflow, payment plans, water-quality questions, new service, leak adjustments, rates, watering rules and local help.
Dallas Water Utilities Action Board
Pick the exact issue first. Dallas billing, DallasGo login, water emergency, payment plan and leak adjustment do not use the same workflow.
| Searcher intent | Use this official route | Prepare first | Critical Dallas detail |
|---|---|---|---|
| Pay or register for DallasGo | DallasGo | Valid email, old or new account number, activation code or ID/tax/SSN verification detail. | All customers must create a new DallasGo login for the upgraded payment platform. |
| Re-enroll AutoPay | DallasGo account Preferences / AutoPay. | Bank routing/account number for free eCheck AutoPay. | Previous AutoPay settings and saved payment methods did not transfer to the upgraded system. |
| Pay by phone | 214-651-1441 | DallasGo account number, payment method, confirmation note. | Automated phone payment is available 24 hours a day, 7 days a week. |
| Mail a normal bill | City of Dallas, P.O. Box 660025, Dallas, TX 75266-0025. | Bottom portion of statement, check or money order. | Do not mail cash. Do not use mail if you already have a termination notice. |
| Drop box payment | Dallas City Hall driveway between Young and Canton on the east side. | Check or money order only. | Use the night deposit box only for non-cash payments. |
| Past-due / termination notice | Use alternate fast payment route and contact customer service. | Notice, account number, amount due, confirmation number. | Dallas says if you receive a termination notice, it is too late to mail payment. |
| Payment plan | dwupaymentplan@dallas.gov, 214-651-1441, City Hall 2DS, or 311 request. | Account number, service address, hardship details, proposed payment amount. | Payment-plan email replies are listed as within 1 business day. |
| Water/sewer emergency | Inside Dallas: 3-1-1. Outside city limits: 214-670-3111. | Exact location, cross street, problem type, safety risk. | Use for main break, meter leak, hydrant leak, overflowing wastewater main or emergency water turnoff. |
| Leak adjustment | Leak Adjustment Program | Repair date, repair description, account number, address and meter number if multi-metered. | One adjustment per 12-month period; max three months; review can take 45-60 days after final affected cycle. |
| New service / change service | Online service request or 214-651-1441. | Service address, move date, ID/contact details, deposit question. | Customer service lobby is listed at Dallas City Hall, 1500 Marilla Street. |
DallasGo transition warning: the upgraded system uses new account access steps. Re-register, re-enroll AutoPay, and check convenience-fee rules before assuming old saved payment settings still work.
Official Dallas Water Utilities Contacts
Customer Service
Phone: 214-651-1441
Email: WaterSpecialtyUnit@dallas.gov
Hours: Monday-Friday, 8:00 AM-5:00 PM
Use for: new accounts, billing inquiries, service changes and general account help.
24-Hour Emergencies
Inside Dallas: Call 3-1-1
Outside city limits: 214-670-3111
Use for: main break, meter leak, fire hydrant leak, overflowing wastewater main or emergency water turnoff.
City Hall / DWU Address
Dallas Water Utilities
1500 Marilla Street
Dallas, TX 75201
Administrative contact listed: Room 4A North, phone 214-670-3146.
| Need | Official contact | Best use |
|---|---|---|
| DallasGo transition help | DallasGo@dallas.gov | Email with service address and contact information for DallasGo transition questions. |
| Permit / water-sewer main availability | DWU Permit Section: 214-948-4480, option 4 | Water/sewer service permits or availability of water and sewer mains. |
| Line locates | 3-1-1 or 214-670-3111 from outside city limits | Water/storm/sewer locate-related service requests. |
| Water conservation | 214-670-3155 | Watering rules, conservation questions and Dallas water-saving programs. |
| Water quality assistance | DWUWaterQuality@dallas.gov | Lead service line inventory questions, water quality report help and service line survey support. |
| Payment plan | dwupaymentplan@dallas.gov | Past-due arrangement request; city page says replies within 1 business day. |
| WaterShare assistance | MLK Center: 214-670-8416; West Dallas: 214-670-6340 | Eligibility appointment for financial assistance. |
DWU size/context: Dallas Water Utilities serves more than 2.6 million people as a local and regional provider of water, wastewater, stormwater and flood control services and supports more than 300,000 utility accounts.
DallasGo: Register, Pay, Re-Enroll AutoPay
Register profile
- Use a valid email address.
- Use old or new account number.
- Use activation code from welcome letter/bill, or ID/business tax ID/SSN detail DWU has on file.
- Check mailed welcome letter or email if you were previously registered.
Re-enroll AutoPay
- Previous AutoPay settings did not transfer.
- Use Preferences section in DallasGo.
- Free AutoPay can be set with eCheck.
- Keep the AutoPay confirmation.
Convenience fee
- 3.15% convenience fee may apply to one-time payments through DallasGo or automated phone system.
- Fee is charged by the third-party payment processor.
- Free routes listed include eCheck AutoPay, mail payments and in-person payments at City Hall.
| DallasGo issue | What to try first | What to ask DWU |
|---|---|---|
| Cannot register | Check activation code on new bill/welcome letter, old/new account number and email address. | “Can you verify which account number and activation method is on file?” |
| AutoPay stopped | Re-enroll in DallasGo Preferences; old saved payment methods did not transfer. | “Is my new AutoPay active before the next due date?” |
| One-time payment fee | Review payment method before submitting. | “Which free payment option can I use for this account?” |
| Wrong balance / real-time balance question | Check DallasGo dashboard and most recent invoice. | “Is this balance current, pending, past-due or already adjusted?” |
| Payment-plan enrollment | Use DallasGo tools or DWU payment-plan email/phone. | “Can I set up a plan online, and will it stop disconnection?” |
Pay a Dallas Water Bill: Best Method by Situation
Online
Use DallasGo for online payment and self-service features.
Check account number, service address, amount and fee before submitting.
City of Dallas
P.O. Box 660025
Dallas, TX 75266-0025
Use check/money order only. Do not mail cash.
City Hall / drop box
City Hall, 1500 Marilla Street, 2DS.
Night deposit box: driveway between Young and Canton, east side; checks/money orders only.
| Payment situation | Use this route | Proof to keep | Risk to avoid |
|---|---|---|---|
| Normal monthly bill | DallasGo, phone, mail, pay station, City Hall or drop box. | Confirmation number, screenshot/receipt, date, amount, last four digits/check number. | Using old account info after DallasGo upgrade. |
| Past-due bill | Use faster payment method and contact customer service for verification. | Payment confirmation and name/time of person spoken with. | Mailing payment after receiving termination notice. |
| Termination notice | Call 214-651-1441 before relying on any slow method. | Notice date, termination date, required amount, confirmation number. | Assuming bank confirmation equals DWU posting. |
| Payment plan needed | Email dwupaymentplan@dallas.gov, call 214-651-1441, visit City Hall 2DS or use 311 request. | Hardship details, proposed amount, contact information. | Waiting until service is already disconnected. |
| Authorized pay station | Use current bills at authorized pay stations; call 214-651-1441 for nearest list. | Pay-station receipt and account number. | Assuming all retail stores post the same day. |
Emergency Water, Sewer, Hydrant or Turnoff Help
Inside Dallas city limits
Call: 3-1-1
Use 24 hours for water main break, meter leak, fire hydrant leak, clogged/overflowing wastewater main or emergency water turnoff.
Outside city limits
Call: 214-670-3111
Use when calling from outside Dallas but reporting a Dallas water/sewer emergency.
Emergency water shutoff
Dallas advises locating the private cut-off valve before an emergency.
If emergency help is needed turning water off at the meter, call 3-1-1.
| Issue | Say this first | Have ready |
|---|---|---|
| Water main break | “Water is flowing/bubbling at [exact location/cross street].” | Nearest address, traffic hazard, pavement damage, flow direction, safe photo. |
| Meter leak | “There is a leak at the meter for [address].” | Address, whether water is entering structure, account number if known. |
| Fire hydrant leak | “The hydrant at [location] is leaking/running.” | Street, landmark, flow level, traffic or sidewalk hazard. |
| Clogged or overflowing wastewater main | “There is wastewater/sewer overflow at [location].” | Address, manhole/floor drain/yard location, time started, plumber findings if any. |
| Emergency water turnoff | “I need emergency water shutoff for [address].” | Address, reason, property access, whether private cut-off valve was tried. |
Private cut-off valve tip: Dallas says most homes have a private cut-off valve near an outside faucet close to the house; with in-ground irrigation it may be near the irrigation valve close to the property line. Locate it before an emergency happens.
Start, Stop or Change Dallas Water Service
Open account
- Request service online or call 214-651-1441 on weekdays.
- Customer service lobby is listed at Dallas City Hall, 1500 Marilla Street.
- Prepare service address, move date, ID/contact details and account holder information.
- Ask whether a deposit applies.
Deposit may be waived if
- Your credit history with DWU is good.
- You are at least 65 years old.
- You own or are buying the property to be served.
- You have a guarantee letter from someone with good DWU credit history.
- Your other utility account was not delinquent and paid on time for 12 consecutive months.
Change service
- Call customer service for change in service.
- Ask if final read, forwarding address or service stop date is required.
- For property not already connected, contact the DWU Permit Section.
- Keep written confirmation of service dates.
Permit/main availability: for water and sewer permits or availability of water and sewer mains, DWU contacts list Permit Section at 214-948-4480, option 4.
Bill, Meter Reading, Sewer Average and Estimated Usage
21 billing areas
DWU divides Dallas into 21 geographic areas, one for each working day of the month. Where you live affects meter-read date, bill date and due date.
Meter-read accuracy
Dallas says monthly meter reads use handheld computers, unusual reads are rejected for review and DWU reports 99.89% meter-reading accuracy.
Estimated reads
Reads may be estimated when a meter is blocked by a car, brush, limbs, ice or similar access issue. Over/under estimates are corrected on the next bill.
| Bill line / question | Dallas explanation | What to ask |
|---|---|---|
| Water usage | Based on monthly meter reading and gallons used. | “Was this an actual, estimated, corrected or catch-up read?” |
| Wastewater / sewer | Residential sewer is based on winter average from December, January, February and March or actual monthly water consumption, whichever is less. | “What winter average is on my account, and when does it reset?” |
| Stormwater fee | Stormwater fee is based on impervious area of the property. | “What impervious-area tier or parcel detail is used for my property?” |
| Sanitation fee | City utility accounts may include sanitation charges from Dallas Sanitation Services. | “Is this water, sewer, sanitation, stormwater or another city fee?” |
| Environmental cleanup fee | Dallas added a $3.00 monthly environmental cleanup fee on city utility accounts for Clean Sweep. | “Is this the Clean Sweep environmental cleanup fee?” |
| Late fee | FY26 monthly payment rates note says payments received after the due date incur a 5% late fee. | “Was this payment received after the due date or not posted yet?” |
FY26 Dallas Water, Sewer and Stormwater Rates Users Ask About
Use the official rate PDF for final billing. This table brings the most searched residential details into the article so users do not have to open a PDF for every basic question.
| Rate item | Official FY26 detail | What it answers |
|---|---|---|
| Effective date | Monthly payment rates effective October 1, 2025. | Why a bill changed after the new fiscal-year rates began. |
| Average residential meter fixed charge | 5/8 inch meter: water $5.93 + sewer $5.34 = $11.27 total customer charge. | Why a fixed charge appears even with low usage. |
| Residential water volume | Up to 4,000 gal: $2.17; 4,001-10,000: $4.81; 10,001-20,000: $7.98; 20,001-30,000: $11.40; above 30,000: $13.20 per 1,000 gallons. | Why higher outdoor usage can become expensive quickly. |
| Residential sewer volume | $6.19 per 1,000 gallons shown for residential tiers. | Why wastewater can feel high even when water use is seasonal. |
| Stormwater residential fee | Up to 2,000 sq ft: $5.39; 2,001-3,500: $8.59; 3,501-5,500: $12.84; more than 5,500: $21.01. | Why drainage charge differs by property size/impervious area. |
| Stormwater non-residential / vacant | $2.90 per 1,000 sq ft with $8.29 minimum charge. | Why a business or vacant property can see a separate drainage fee. |
| Late fee | Payments received after the due date incur a 5% late fee. | Why a small delay can add cost. |
| Winter average cap | Residential sewer uses December-March average, 40,000-gallon maximum, or actual consumption, whichever is less. | How sewer charges are calculated after winter average is set. |
High Dallas Water Bill: Check Leaks Before You Dispute
Compare usage first
Check this month, last month and same month last year. Seasonal irrigation, guests, pool filling and hidden leaks can create big jumps.
Ask about read type
Ask if the bill was actual, estimated, corrected or a catch-up read after access was blocked.
Save repair proof
Leak adjustment needs repair completion date, repair description, address, account number and meter number for multi-meter accounts.
| High-bill clue | Check this | Evidence to save |
|---|---|---|
| Continuous high use | Toilet flapper, irrigation valve, hose bib, pool fill, water softener, slab leak. | Photos, repair receipt, meter photo/video, date fixed. |
| Outdoor spike | Sprinkler schedule, broken/misaligned heads, runoff, watering time, rain/freeze sensor. | Controller schedule, photos, irrigation repair invoice, free evaluation report. |
| Estimated read catch-up | Was meter blocked by car, brush, limbs, ice or similar? | Meter access photo and agent notes. |
| Leak fixed | Submit leak adjustment request after repair. | Repair date, description, account number, address, meter number if multi-metered. |
| Leak adjustment review | Program may take 45-60 days after last affected billing cycle is recorded. | Continue monthly payments equal to or higher than typical bill during review. |
Leak-adjustment limits: Dallas says qualifying adjustments are limited to one per 12-month period for a maximum of three months. The adjustment is not reimbursement for plumbing repairs and does not apply to wastewater/sewer leaks.
Payment Plan, Operation WaterShare and Bill Assistance
Payment plan
- Email dwupaymentplan@dallas.gov.
- Call 214-651-1441, Monday-Friday, 8 AM-5 PM.
- Visit City Hall, 1500 Marilla Street, 2DS.
- Use Dallas 3-1-1 service request for payment plan.
Operation WaterShare
- Helps eligible DWU customers with financial assistance.
- MLK Jr. Community Center: 2922 Martin Luther King Jr. Blvd.
- Appointment line: 214-670-8416, Mon-Fri, 9 AM-12 PM.
- Senior Citizen Services for age 62+ flagged senior accounts: 214-670-5227.
West Dallas help
- West Dallas Multipurpose Center.
- 2828 Fish Trap Road, Dallas, TX 75212.
- Appointment line: 214-670-6340.
- Appointment line listed Monday-Friday, 9 AM-12 PM.
Donation note: DWU customers can donate to Operation WaterShare through DallasGo one-time payment, AutoPay, Guest Pay, mailed bill statement, or by mailing a check to Operation WaterShare, 1500 Marilla Street, 2D South, Dallas, TX 75201.
Dallas Watering Rules, Fines and Free Irrigation Check
Outdoor watering rules
- Maximum twice-weekly watering by address.
- No yard watering between 10 AM and 6 PM from April 1 through October 31.
- Hand watering and soaker hoses are permitted on any day.
- No watering during precipitation.
Sprinkler requirements
- Maintain sprinkler system.
- Repair broken, missing or misdirected heads.
- Automatic sprinkler systems must have rain and freeze sensors.
- Do not water driveways, sidewalks or streets.
- Do not allow runoff to streets/drainage areas.
Fines
Dallas conservation ordinance page says violations of outdoor water guidelines can result in fines of $250 to $2,000 per incident, with first offenses issued a warning.
| Conservation tool | Official detail | User benefit |
|---|---|---|
| Free irrigation evaluation | Available to Dallas Water Utilities customers with in-ground automatic irrigation systems. | Can identify leaks, programming errors, broken/misaligned equipment, pressure and coverage problems. |
| Automatic irrigation fact | Save Dallas Water cites AWWA: homes with in-ground automatic irrigation use 35% more water; timed systems use 47% more than manual systems. | Explains many summer high bills. |
| Licensed irrigator review | Evaluation may provide programming suggestions, turf water requirements, repair/maintenance tips and equipment recommendations. | Gives repair proof and actionable changes. |
Water Quality Report, Lead, PFAS and Source Water
Latest report
Dallas Water Utilities posts annual Drinking Water Quality Reports, and the water-quality page lists the 2025 report as available in English and Spanish.
Superior rating
The report states DWU is a “Superior” Rated Water System by TCEQ and that Dallas water meets or exceeds federal, state and local requirements.
Source water
Dallas uses surface water from seven sources including Elm Fork of the Trinity River and lakes Ray Roberts, Lewisville, Grapevine, Ray Hubbard, Tawakoni and Fork.
| Concern | Official detail | Action |
|---|---|---|
| Lead service lines | DWU’s service line inventory currently contains no known lead service lines, and the list is updated as new information becomes available. | Use the DWU lead inventory / Customer Service Line Survey if your address is unknown. |
| Lead questions | Customers may email DWUWaterQuality@dallas.gov for assistance. | Include address, account number if known, and service-line material concern. |
| PFAS | DWU says UCMR5 sampling began in March 2023 at its three water treatment plants and current PFAS levels comply with forthcoming regulatory limits. | Use DWU PFAS page and annual report for updates. |
| Taste, odor or color | The water-quality report says taste, odor or color findings are not necessarily health concerns. | Call 3-1-1 for water-quality concerns or urgent reporting. |
| EPA general help | EPA Safe Drinking Water Hotline: 1-800-426-4791. | Use for general drinking-water health questions; use Dallas emergency line for local incidents. |
Map: Dallas Water Utilities / Dallas City Hall
Use City Hall for listed in-person DWU customer-service/payment-plan routes. Always confirm the correct room, hours and document requirements before visiting.
| Location / route | Official detail | Use for |
|---|---|---|
| Dallas City Hall | 1500 Marilla Street, Dallas, TX 75201 | Customer service lobby, payment-plan visit, administrative DWU contact. |
| DWU administrative listing | 1500 Marilla Street, Room 4A North, Dallas, TX 75201; 214-670-3146 | Department contact and director/administrative listing. |
| Payment-plan in person | City Hall, 1500 Marilla Street, 2DS, Monday-Friday, 8 AM-5 PM | Past-due arrangement or payment-plan help. |
| Night deposit box | City Hall driveway between Young and Canton on east side | Check or money order drop box; no cash. |
| Operation WaterShare – MLK Center | 2922 Martin Luther King Jr. Blvd., Dallas, TX 75215 | Financial assistance eligibility appointment. |
| Operation WaterShare – West Dallas | 2828 Fish Trap Road, Dallas, TX 75212 | Financial assistance eligibility appointment. |
Dallas Water Utilities FAQ
What is the Dallas Water Utilities customer service phone number?
Call 214-651-1441 for billing, new accounts, changes in service and general account help. Customer service hours are Monday-Friday, 8 AM-5 PM.
How do I pay my Dallas water bill online?
Use DallasGo. All customers must create a new DallasGo login for the upgraded platform. You may need your old or new account number, activation code or identity verification details on file.
Do I need to re-enroll AutoPay in DallasGo?
Yes. Dallas says previous AutoPay settings and saved payment methods did not transfer to the upgraded DallasGo platform. Re-enroll from the Preferences section.
Is there a DallasGo convenience fee?
Dallas states that a 3.15% convenience fee applies to certain one-time payments made through DallasGo, the automated phone system, or by debit/credit card. Free options include eCheck AutoPay, mail and in-person payments.
What is the Dallas water emergency number?
Inside Dallas city limits, call 3-1-1. From outside city limits, call 214-670-3111. Emergency services are available 24 hours a day.
What emergencies should be reported to 3-1-1?
Report water main breaks, meter leaks, fire hydrant leaks, clogged or overflowing wastewater mains, and emergency water turnoff requests.
How do I set up new Dallas water service?
You may request a new account online, call DWU Customer Service at 214-651-1441 on weekdays, or visit the customer service lobby at Dallas City Hall, 1500 Marilla Street.
Does Dallas Water Utilities require a deposit?
A deposit may be billed on the first bill, but it may not be required if your DWU credit history is good, you are at least 65, you own or are buying the property, have a qualifying guarantee letter, or have 12 consecutive months of timely payments with another utility.
How does Dallas calculate residential sewer charges?
Residential wastewater is based on the average of water billed in December, January, February and March, with a 40,000-gallon maximum, or the current month’s actual water use, whichever is less.
Can Dallas adjust my bill after a leak?
Dallas may provide a leak adjustment for qualifying water leaks. It is limited to one adjustment per twelve-month period for a maximum of three months and does not reimburse plumbing repair costs or apply to wastewater/sewer leaks.
What proof is needed for a Dallas leak adjustment?
Dallas lists repair completion date, detailed repair description, address where repairs were made, account number and meter number for multi-metered accounts.
Where can I get help paying a Dallas water bill?
Ask DWU about payment plans at dwupaymentplan@dallas.gov or 214-651-1441. Operation WaterShare appointments may be available through MLK Jr. Community Center at 214-670-8416 or West Dallas Multipurpose Center at 214-670-6340.
Where can I find the Dallas Water Quality Report?
Use the Dallas Water Utilities Water Quality Reports page. Dallas also lists DWUWaterQuality@dallas.gov for water-quality and service-line inventory assistance.
What are the Dallas outdoor watering rules?
Dallas allows maximum twice-weekly watering by address, prohibits yard watering between 10 AM and 6 PM from April 1 through October 31, allows hand watering and soaker hoses any day, and prohibits runoff or watering during precipitation.
Is this the official Dallas Water Utilities website?
No. This is an informational guide. Always confirm live balance, payment posting, DallasGo status, emergency instructions, water-quality notices, rates and forms through official City of Dallas sources.
30-Second Dallas Water Checklist
Paying? Use DallasGo or 214-651-1441. Re-register and re-enroll AutoPay if needed.
Emergency? Inside Dallas call 3-1-1. Outside city limits call 214-670-3111.
Past due? Do not mail payment after termination notice. Use a faster route and contact customer service.
Need payment plan? Email dwupaymentplan@dallas.gov, call 214-651-1441, visit City Hall 2DS or use 311 request.
High bill? Ask read type, check leaks/irrigation, keep repair proof, then request leak adjustment if eligible.
Rates? FY26 rates are effective October 1, 2025; late payments incur a 5% late fee.
Water quality? Use Dallas water-quality reports and DWUWaterQuality@dallas.gov for service-line questions.