Garland Water Utility Help Desk: Pay, Log In, Call or Report Water Trouble
Use this page like a city utility counter: pick your issue, use the official Garland route, prepare the right account details, and avoid payment, reconnect, leak, or emergency-routing mistakes.
Garland Water Utilities Quick Answer Board
| Need | Official route | Prepare first | What matters |
|---|---|---|---|
| Pay online | BillMatrix / Fiserv Pay Now | 16-digit account number, identification code, email, payment method. | Residential ID code = primary account holder driver’s license number. Commercial ID code = service-location ZIP code. |
| Log in / view utilities | MyMeter Portal | Registered account access and new 16-digit account number. | Garland says a new digital wallet on the Fiserv site is needed if saving payment information. |
| Pay by phone | 972-205-2671 | Entire 16-digit account number. | When paying by phone, enter all digits without the dash and press # after all digits. |
| Billing / start / stop / transfer | 972-205-2671 or Customer Service Request Form | Account number, service address, dates, two phone numbers, email. | If the request must be completed within 24 hours, Garland’s form says to call 972-205-2671. |
| Water main break / water emergency | 972-205-3210 or WaterOps@GarlandTX.gov | Address, cross street, issue type, time started, safety risk. | Water Operations is listed for water/wastewater emergency service and urgent maintenance 24/7/365. |
| Scam concern | 972-205-2671, customerservice@garlandtx.gov, or office visit | Caller number, message, payment demand, screenshot. | If you believe you were a victim, Garland says to report it to Garland Police at 972-485-4840. |
Fast payment rule: do not use a random third-party bill site. Garland’s official online payment route is connected to Fiserv / BillMatrix and the MyMeter portal.
Official Garland Utility Contact Details
Utility Customer Service
Address:
217 N. Fifth St.
Garland, TX 75040
Phone: 972-205-2671
TDD: 972-205-2670
Email: customerservice@garlandtx.gov
Hours: Monday-Friday, 8 a.m.-5 p.m.
Drive-Thru & Drop Box
Address:
717 W. State St.
Garland, TX 75040
Drive-thru hours: Monday-Friday, 8 a.m.-6 p.m.
Drop box: far left lane of the drive-thru.
City Mailing / General Contact
City Hall:
200 N. Fifth St.
Garland, TX 75040
Mail:
P.O. Box 469002
Garland, TX 75046
General City phone: 972-205-2000
Pay Garland Water Bill Online, by Phone or In Person
Use the correct account-number format
For Garland’s online/phone payment system, use the full 16-digit account number. For phone payment, leave out the dash and press # after all digits.
Know your identification code
BillMatrix asks for an identification code. Residential accounts use the primary account holder’s driver’s license number. Commercial accounts use the ZIP code where utility service is provided.
Choose payment route by urgency
Use Pay Now or phone for fast action. Use drive-thru/in-person when you need staff help. Use mail only when there is enough time before the due date.
Save proof
Keep confirmation number, date, amount, payment method, account number, and screenshot before closing the payment page.
| Payment method | Official detail | Best for | Do not miss |
|---|---|---|---|
| Pay Now online | BillMatrix / Fiserv Pay Now | Quick card/bank payment without walking in. | Enter account number and identification code exactly. |
| MyMeter portal | utilities.garlandtx.gov | Portal access, bill review, account tools, usage routes. | Register before using Pay Now if the portal requires it. |
| Phone payment | 972-205-2671, available 24/7 for payment service. | Pay without using the website. | Enter the 16-digit number without the dash and press #. |
| Walk-in payment/help | 217 N. Fifth St., Garland, TX 75040. | Account help, start/stop questions, billing problem, documents. | Office hours: Monday-Friday, 8 a.m.-5 p.m. |
| Drive-thru payment | 717 W. State St., Garland, TX 75040. | Faster in-person payment without parking. | Drive-thru hours: Monday-Friday, 8 a.m.-6 p.m. |
| Drop box | 717 W. State St., far left lane of drive-thru. | After-hours check/money-order style drop-off. | Do not place cash in a drop box. |
Garland Water Emergency, Sewer, Stormwater and Outage Routing
🚰 Water / sewer urgent
Water Operations:
972-205-3210
Water/wastewater emergency service, urgent maintenance, taste/odor concerns, industry discharge reporting. Available 24/7/365.
🛑 Emergency shutoff
24-hour emergency water shutoff:
972-205-3210
Use for active leaks, burst pipe risk, main break, or urgent shutoff need.
⚡ Power is separate
GP&L outage:
972-205-3000 or 833-403-2106
Text OUT to 972-205-4000 for power outage reporting.
| Problem | Call / route | Say this |
|---|---|---|
| Water main break | 972-205-3210 / WaterOps@GarlandTX.gov | “Water is flowing/bubbling at [address/cross street]. It started around [time].” |
| No water / very low pressure | 972-205-3210 | “All taps/some taps are affected at [address]. Neighbors [are/are not] affected.” |
| Sewer backup / wastewater issue | 972-205-3210 | “Wastewater is backing up at [fixture/location]. I stopped using water.” |
| Strange odor, chemical, oil, substance in creek/storm drain | Environmental Compliance: 972-205-3450 | “I see/smell [substance] at [location]. It is near [creek/storm drain/street].” |
| Missing storm drain lid / channel / creek maintenance | Streets Department: 972-205-3555 | “There is a street/drain/channel issue at [location].” |
Safety first: avoid contact with wastewater, do not step into moving water, keep children/pets away, and document only when safe.
Start, Stop or Transfer Garland Utility Service
Residential start service
- Fill out the utility service application.
- Provide valid Texas Driver’s License or Texas ID.
- Out-of-state ID may require a copy.
- Deposit option may be required.
- $30 account establishment fee appears on first utility bill.
- Turn off all water faucets before water service starts.
Deposit options
- $200 deposit for electric or electric + water customers.
- $75 deposit for water-only accounts.
- $10 Experian credit check option.
- Letter of Credit from electric, water or gas utility may satisfy deposit if it meets criteria.
- Additional deposit may apply if valid Texas ID is not provided within 30 days.
Stop / transfer service
- Residential customers can use the Customer Service Request Form.
- Call 972-205-2671 for urgent or specific timing.
- Commercial customers must call or visit 217 N. Fifth St.
- Prepare disconnect date, reconnect/start date, old address, new address, mailing address.
- Garland’s form requests two phone numbers.
Water-start safety rule: Garland says if more than 10 gallons passes through the water meter after service is turned on, the technician may turn service back off to prevent water damage. Reconnection may require an appointment and an adult at home.
| Situation | Use this route | Important detail |
|---|---|---|
| New residential service | Start / Stop / Transfer Service | Texas ID, deposit option, lease/ownership proof if requested, and water faucets off. |
| Cancel residential service | Customer Service Request Form or call 972-205-2671 | Use dates section for disconnect/reconnect/start date. |
| Commercial service | Call 972-205-2671 or visit 217 N. Fifth St. | Commercial customers may need to apply in person and provide deposit. |
| Reconnect after service off | 972-205-2671 | After-hours reconnect service: Monday-Thursday 5-7 p.m.; Friday 5-6:30 p.m.; closed Saturday/Sunday. |
Understand a Garland Utility Bill Without Reading the Whole Bill
Combined bill
Garland combines City utility services on one bill: electricity for GP&L customers, Environmental Waste Services, sewer, stormwater management and water.
20 billing cycles
The City is divided into 20 geographic billing cycles. Your address determines when the meter is read and when the bill is sent.
Due date
Payment is due 20 days after the bill is issued. Billing periods may range from 28 to 32 days due to weekends, holidays and weather.
| Bill section | What it tells you | Best user action |
|---|---|---|
| Account number | Required for Pay Now, phone payment and customer service. | Use the full 16-digit account format. |
| Water usage | Garland water meter readings are calculated into thousands of gallons. | Compare usage with the same month last year if shown. |
| Past 13-month graph | The combined bill includes usage graphs for easy reference. | Use the graph before assuming a leak. |
| Sewer | Sewer charges are tied to approved rates and usage rules. | Check the current Water & Sewer Rates page/PDF. |
| Stormwater | Separate City utility service on the combined bill. | Use stormwater hotline for drainage issues, not billing support. |
| Sanitation / waste | Environmental Waste Services may be included. | Separate from water emergency routing. |
Useful billing links:
High Bill, Meter Reading, Leaks and Leak Adjustment
Meter digits
Garland water meters have six or seven digits. Include any fixed zeros to the right of movable numbers.
Usage unit
The billing system calculates water usage in thousands of gallons.
Leak adjustment
Form and repair documentation must be received within six months of the repair.
Meter access
Keep the water meter lid free from grass and vegetation so City staff can access it when needed.
| High-bill check | What to do | Proof to save |
|---|---|---|
| Toilet leak | Dye test the tank; color in bowl means a silent leak. | Photo/video, repair date, receipt. |
| Outdoor water | Check hose bibs, irrigation, pool filling, pressure-washer use, and sprinklers. | Usage dates and repair notes. |
| Meter read | Take a photo of the meter if safe and compare with the bill. | Meter photo with date/time. |
| Water service shutoff for repair | If you need to disconnect water for repair, use Garland’s instructions or call Customer Service. | Address, repair location, plumber details. |
| Leak adjustment request | Submit form and supporting documents to Customer Service. | Repair receipt/supporting documentation within six months. |
Official leak/meter links:
Rates, Sewer Billing and Conservation Credits
Water & sewer rates
Garland says rates recover the cost of service through a customer charge and a volume charge based on metered consumption.
Sewer winter average
Garland’s FY 2025-26 sewer notice says sewer rates are computed using average monthly metered water consumption from December, January, February and March statements.
Residential credits
Water conservation credits are available for eligible residential toilets and qualifying high-efficiency clothes washers.
| Program / fee detail | Official detail | Action |
|---|---|---|
| Budget Billing | Available to residential customers who want to smooth monthly utility bills. | Review Billing Options before enrolling. |
| E-Bill | Receive utility bill by email instead of paper mail. | Use if you often miss mailed bills. |
| P.A.I.D. Program | Provides emergency assistance funds to customers in crisis unable to pay electric bills. | Ask Customer Service if it applies to your combined utility account situation. |
| Toilet credit | $100 first toilet, $75 second, $50 third. | Residential only; account must be in good standing. |
| Washer credit | Water Factor 4.0 or below = $125; 4.1-4.5 = $100; 4.6-6.0 = $75; over 6.0 = $50. | Apply within 120 days of purchase. |
| Credit cap | No participant may receive more than $500 from City of Garland Water Conservation Programs. | Keep receipts and application copies. |
Official rate and conservation links:
Water Quality, Lead/Copper, Service Lines and Digging
Drinking water rating
Garland says its water system is rated “Superior” by the Texas Commission on Environmental Quality, the highest rating for a water system.
Water source context
Garland says its water is the same water shared by the North Texas Municipal Water District service area.
Service-line warning
Garland says some warranty mailers may suggest City connection, but the City does not sponsor or endorse those warranty programs.
| Need | Official route | What to remember |
|---|---|---|
| Water quality report | Consumer Confidence Report | Use the official CCR instead of sales-driven water scare content. |
| Lead / copper / service-line inventory | Service Line Inventory Map | Check your property before assuming service-line material. |
| Water main / water line locate before digging | Texas 811 | Garland says contact Texas 811 two days before digging. |
| Private service line | Owner / plumber / private locate as needed. | City line locates cover water and sewer mains only, not private laterals or private-property lines. |
| Smoke testing notice | 972-205-3210 or waterops@garlandtx.gov | Garland says information tags may be hung on doors three days to one week before planned neighborhood work. |
Garland Utility Scam Check
Stop before paying if…
- The caller demands instant payment to a private account.
- The link is not Garland, MyMeter, BillMatrix/Fiserv, or an official City page.
- You are threatened but cannot verify the account number.
- The caller refuses to let you call 972-205-2671 back.
Verify safely
- Call Customer Service at 972-205-2671.
- Email customerservice@garlandtx.gov.
- Visit 217 N. Fifth St.
- If victimized, report to Garland Police at 972-485-4840.
Garland Utility Customer Service Map
| Location | Address | Use for |
|---|---|---|
| Charles E. Duckworth Utility Services Building | 217 N. Fifth St., Garland, TX 75040 | Walk-in payments, customer account assistance, start/stop/transfer questions. |
| Garland Utility Payment Drive-Thru & Drop Box | 717 W. State St., Garland, TX 75040 | Drive-thru payment window and drop box in far left lane. |
| City Hall / General City Contact | 200 N. Fifth St., Garland, TX 75040 | General City contact and public-facing City Hall location. |
| Mailing Address | P.O. Box 469002, Garland, TX 75046 | City/utility mail route shown on official Garland pages. |
Official Video Help: Find and Shut Off Water Before an Emergency
Garland Water Utilities links to a “Be Prepared” video about locating and shutting off water before an emergency. Use it before a pipe burst, leak, or emergency shutoff call.
Practical tip: after watching, locate your shutoff, clear the meter area, and save Water Operations 972-205-3210 in your phone.
Official Garland Utility Links
Garland Water Utilities FAQ
What is the Garland Water Utilities customer service phone number?
Call Utility Customer Service at 972-205-2671 for billing, payment, start/stop/transfer service, budget billing, credit questions and account help.
What is the Garland water emergency number?
Call Water Operations at 972-205-3210 for water/wastewater emergency service, urgent maintenance, water main breaks, emergency water shutoff, taste/odor concerns and industry discharge reporting.
Where is Garland Utility Customer Service located?
The walk-in Customer Service office is at 217 N. Fifth St., Garland, TX 75040. Hours are Monday-Friday, 8 a.m.-5 p.m.
Where is the Garland utility drive-thru payment location?
The drive-thru payment window is at 717 W. State St., Garland, TX 75040. Hours are Monday-Friday, 8 a.m.-6 p.m. The drop box is in the far left drive-thru lane.
How do I pay my Garland water bill online?
Use the official BillMatrix/Fiserv Pay Now page or the Garland MyMeter portal. You need your 16-digit account number and identification code.
What identification code does BillMatrix ask for?
For a residential account, enter the primary account holder’s driver’s license number. For a commercial account, enter the ZIP code of the service location.
How do I enter my Garland account number by phone?
Garland says to enter the entire account number as 16 digits, leave out the dash, and press # after all digits.
How many billing cycles does Garland use?
Garland is divided into 20 geographic billing cycles. Your home or business location determines when your meter is read and when you receive your bill.
When is my Garland utility bill due?
Garland says payment is due 20 days after the bill is issued. Billing periods may range from 28 to 32 days because of weekends, holidays and weather.
What deposit is needed to start Garland utility service?
Garland lists a $200 deposit for electric or electric-and-water customers and a $75 deposit for water-only accounts. Other options may include a $10 Experian credit check or Letter of Credit if criteria are met.
Why did Garland turn water back off after starting service?
Garland says if more than 10 gallons passes through the meter after water is turned on, the technician may turn service back off to prevent water damage from an unattended faucet or possible leak.
Can I get a leak adjustment in Garland?
You may qualify after repairs. Garland says the leak adjustment form and supporting documentation must be received within six months of the repair.
Who do I call before digging near water or sewer lines?
Contact Texas 811 two days before digging. Garland line locates cover water and sewer mains only and do not include private laterals or lines on private property.
Is Garland drinking water safe?
Garland says its water system is rated “Superior” by the Texas Commission on Environmental Quality and that it meets or exceeds state and federal drinking water requirements.
Is this the official City of Garland website?
No. This is an informational guide. Confirm live balances, fees, account notices, service status, payment deadlines and emergency instructions on official Garland pages or by calling the City.
30-Second Garland Utility Checklist
Paying: 16-digit account number → BillMatrix/Fiserv or MyMeter → ID code → confirmation number.
Calling: billing/start/stop 972-205-2671; water emergency 972-205-3210; stormwater hotline 972-205-2180.
Visiting: walk-in 217 N. Fifth St.; drive-thru/drop box 717 W. State St.
Starting service: ID, deposit option, $30 establishment fee, lease/ownership proof if requested, faucets off.
High bill: check meter, toilets, irrigation, outside taps, billing cycle length, and leak adjustment deadline.