Marion Water Utilities Help Desk for Bill Pay, Login and Service Calls
This guide is for Marion Municipal Utilities in Marion, Indiana. Use it to pay your utility bill, access the customer portal, call the right phone option, start or transfer service, handle shutoff/reconnection, check a high bill, and report water or wastewater issues.
Start Here: What Are You Trying to Do?
Most Marion utility users need one of four things: payment, phone routing, service start/stop, or help with a bill problem.
| User intent | Correct route | Prepare first | Do not miss |
|---|---|---|---|
| Pay bill online or log in | Marion Utilities Pay My Bill/Login | Account details, service address, payment method, email for receipt. | Credit/debit card payments have a flat $1.00 processing fee. |
| Pay by phone | Call 765-664-2391, option 2. | Account number, amount, payment card/bank info. | For reconnection, online/phone payment alone is not enough — call customer service to schedule. |
| Customer service or login trouble | Call 765-664-2391, option 3. | Bill copy, account number, service address, screenshot if portal issue. | Payment arrangements on or before disconnect day must be handled by phone. |
| Report leak, water/wastewater issue | Call 765-664-2391, option 5. | Address, cross street, issue type, when it started, photos only if safe. | After hours, call the same main number and follow prompts. |
| Solid waste, engineering or maintenance | Call 765-664-2391, option 4. | Location, service request, project type, permit/maintenance details. | Connection permit policy questions can route to ext. 121. |
| Start water service | New Service or office visit. | Service address, mailing address, phone, SSN for ID, current account number if transferring. | First-time customers should bring two forms of ID; one must be picture ID. |
| Due for disconnect | Pay at the main office and call option 3. | Full payment, account number, service address, turn-on authorization. | Walmart, Horner’s and Star Financial may not protect service in time. |
City check: this page is for Marion, Indiana. Do not use these links for Marion, Iowa; Marion, Illinois; Marion, Arkansas; or Marion, Wisconsin utility accounts.
Official Marion Utilities Contact Box
Main office / plant
Marion Utilities
1540 N. Washington Street
Marion, IN 46952
Main phone: 765-664-2391
Customer service hours
Monday, Tuesday, Thursday, Friday:
7:30 AM-4:30 PM
Wednesday:
7:30 AM-3:30 PM
Drive-up window
Monday-Friday:
8:00 AM-4:30 PM
Wednesday: closes at 3:30 PM.
| Phone option / extension | Use for | Good script |
|---|---|---|
| Option 2 | Make a payment by phone. | “I need to make a payment for account/service address [details].” |
| Option 3 | Customer service, account help, payment arrangements, login issues, reconnect scheduling. | “I paid online and need to schedule reconnection / confirm posting.” |
| Option 4 | Solid Waste, Engineering and System Maintenance. | “I need help with a maintenance, engineering or utility system issue at [location].” |
| Option 5 | Water/wastewater, report a leak, lab services. | “I’m reporting a leak/no water/pressure/wastewater issue at [address].” |
| Option 6 | Administration offices. | “Please route me to administration regarding [topic].” |
| Ext. 121 | Assistant Director for Engineering / connection permit policy. | “I have a connection permit question for new construction or service-line replacement.” |
| Ext. 128 | Program Support / wellhead protection or program questions. | “I need program support information about wellhead protection or utility programs.” |
| Ext. 175 | Water Supervisor. | “I need water supervisor follow-up for [service address / issue].” |
| Ext. 173 | Distribution Supervisor. | “I need distribution follow-up for pressure, service line, main or field issue.” |
Marion Utilities Bill Pay: Method-by-Method
Choose based on urgency. If a disconnect is close, the safest route is the main Customer Service office, not a third-party retail counter.
| Payment method | Official detail | Best for | Warning |
|---|---|---|---|
| Online login / bill pay | Pay My Bill/Login. Utility says online and phone payment are available. | Most routine monthly payments. | Credit/debit card payments have a flat $1.00 processing fee. |
| Auto Pay / automatic withdrawal | Complete the New Automatic Withdrawal form, or download/print/email it to Customer Service. | Customers who want monthly automatic payment. | Do not assume auto pay is active until Marion Utilities confirms it. |
| Office payment | 1540 N Washington St., Marion, IN 46952. | Disconnect risk, cash/card/check/money order, direct receipt. | Wednesday customer service closes at 3:30 PM. |
| Marion Utilities, PO Box 718, Marion, IN 46952. | Non-urgent check or money order payments. | Not safe for a shutoff deadline. | |
| Walmart | 3240 Southwestern, Marion, IN 46953. Hours listed Monday-Sunday, 6 AM-11 PM. | Cash, Walmart MoneyCard, pin-based debit for eligible accounts. | Only accepts five-digit Marion Utilities account numbers; not six-digit accounts. Not recommended if due for disconnect. |
| Horner’s Butcher Block | 825 E. 30th St., Marion, IN 46953. Hours listed Mon-Sat 7 AM-9 PM, Sun 8 AM-8 PM. | Cash payment with bill statement. | Only accepts five-digit accounts; not six-digit accounts. Payment may not process fast enough for shutoff. |
| Star Financial Bank | Account must be current and remittance stub must be presented. | Current accounts only. | Overdue accounts must pay in person at the Customer Service office. |
Delinquent Shut-Off and Reconnection Rules
Pay before 11:30 AM
If full payment is made before 11:30 AM, Marion Utilities says service is reconnected between 11:30 AM and 3:30 PM the same afternoon.
Pay after 11:30 AM
If full payment is made after 11:30 AM, reconnection is scheduled the next day between 7:00 AM and 11:00 AM.
Online pay still needs a call
If you pay online after disconnect, call Customer Service at 765-664-2391 option 3 to schedule the reconnection appointment.
Important: Walmart, Horner’s and Star Financial are not the best route if you are due for disconnect. Marion Utilities warns that retail payments may still result in shutoff if not processed in time.
| Situation | Do this | Ask this exact question |
|---|---|---|
| Received final notice, red tag, recorded message | Call Customer Service, option 3, before using retail payment. | “What exact amount and payment method protects service today?” |
| Water already disconnected | Make full payment and schedule reconnection. | “Is my reconnection today or next business day based on payment time?” |
| Cannot be home for turn-on | Ask about Water Activation Authorization / turn-on-and-go. | “Can I sign turn-on-and-go so service can be restored without me present?” |
| Need arrangement | Contact Marion Utilities by phone/email; phone is required day of or before disconnect. | “Can I make an arrangement, and will it stop the disconnection process?” |
Start, Stop or Transfer Marion Water Service
New service at existing property
- Service address.
- Mailing address.
- Telephone number.
- Social Security number for identification purposes.
- Current account number if transferring.
First-time customer
- Visit the office.
- Bring two forms of ID.
- One ID must be a picture ID.
- Bring required deposit.
- Renters should bring lease/renter’s agreement.
Deposit guide
Deposit guarantee total shown by the utility: $188.40.
Breakdown: water $60, sewer $60, solid waste $68.40.
| Service task | Official detail | User action |
|---|---|---|
| Same-day turn-on | Cutoff time for same-day service is noon, Monday-Friday. | Apply early and ask if same-day service is still possible. |
| Turn-on-and-go | Written consent allows service to be activated without the homeowner/tenant present. | Use if you cannot be present, but make sure fixtures are off. |
| Renter start service | Bring lease or renter’s agreement to the office. | Confirm landlord details and deposit/payment requirements. |
| Transfer inside service area | Stop old service and start new service with one phone call if moving within service area. | Provide identification and new service address. |
| Move outside service area | Deposit can be credited toward final bill if still on account. | Schedule final meter reading and provide forwarding address. |
| Final bill | Usage continues to be charged until Marion Utilities is notified of ownership change. | Do not wait until after closing/move-out to notify the utility. |
Flood-prevention tip: Marion Utilities suggests an adult be present when water is turned on because fixtures may have been left open. If no one is present and the meter dial moves, the service representative may turn water back off and leave a door hanger.
New Construction, Service Line or Sewer Line Permit
Connection permit is needed when
- You are building a new home.
- You are replacing the water line from the home to the water meter and digging in the right-of-way.
- You are replacing a sewer line from the home to the sewer main and digging in the right-of-way.
Typical connection fees noted
- 5/8-inch water meter: $156 typical connection fee.
- Sanitary sewer: $400 typical connection fee.
- Fees can vary based on meter size and developer/main contract conditions.
- Questions: 765-664-2391 ext. 121.
| Permit information to prepare | Why it matters |
|---|---|
| Property owner’s name and current address. | Needed for permit responsibility and billing. |
| Address where the connection will be made. | Needed to verify main location and service area. |
| Size of water service line to be installed. | Affects meter/service design and fee calculation. |
| Size of water meter needed. | Affects connection fee and service requirements. |
| Name of licensed plumber. | Required for work in service lines/right-of-way context. |
High Bill, Leak Adjustment and Toilet Dye Testing
Monthly billing
Service is billed monthly. The due date is shown at the bottom of each billing statement.
Meter reads
Water meters are usually read every month, but bills may be estimated in some circumstances.
100 cubic feet
There are 7.48 gallons in each measured cubic foot, so 100 cubic feet equals about 748 gallons.
Dye strips
The Billing Office has toilet dye strips available during business hours to help detect leaky toilets.
| Adjustment question | Official rule | What the user should do |
|---|---|---|
| How often can I get a leak adjustment? | One adjustment due to a water leak is allowed in a 12-month period. | Gather repair documentation before requesting review. |
| Do I still pay while waiting? | Yes. Marion Utilities says customers are still responsible for paying the bill while waiting. | Ask if an arrangement is available; do not ignore due date. |
| What if adjustment is approved? | Approved adjustment is credited to the account. | Ask when the credit will appear and what balance remains. |
| Allowed examples | Underground leaks, leaks behind walls, broken pipes in crawlspace, water heaters in unfinished basements only. | Provide plumber/repair proof and dates. |
| Not allowed examples | Vacant homes, running/sticking/leaking stools, dripping/broken spigots, negligence, water intentionally left running to prevent freezing, water heaters in utility closets or living areas. | Fix immediately but do not assume credit will be available. |
| Pool fill | No bill adjustments currently for filling a swimming pool. | Plan for usage and sewer billing before filling. |
| Yard watering sewer charge | Domestic sewer consumption is measured by metered water consumption; there is no sewer charge for irrigation meters. | Ask about irrigation meter requirements before assuming a credit. |
Boil Orders, Low Pressure and Frozen Pipes
Boil order notice
Marion Utilities says customers are notified with a yellow door tag when a boil order is in progress and a green tag when it is lifted.
Low pressure in one area
Low pressure in one area of a house is often caused by clogged pipes or faucet screens. Try clearing debris first.
Freeze prevention
Insulate pipes, seal cracks, open cabinet doors, and let the farthest faucet drip during severe cold if needed.
| Issue | Best next step | Phone route |
|---|---|---|
| Boil order question | Check door tag and current rates/boil-orders page; call for update if unsure. | 765-664-2391 option 5. |
| Pressure low at one faucet | Clean faucet screens/aerators first. | If not resolved, call to schedule technician appointment. |
| Whole-house low pressure or no water | Check neighbors if safe; report the address and start time. | 765-664-2391 option 5; after hours follow prompts. |
| Frozen pipe risk | Insulate, seal cracks, open cabinets, know inside shutoff valve. | Call if you lose water or suspect service-line freeze. |
Official utility pages:
Water Source, Water Quality and Lead Service Lines
Water source
Marion draws city water from the Teays River aquifer, an underground river system in Northern and Central Indiana.
Treatment process
Raw water is pumped from 12 wells, mostly north and east of the city, then filtered, softened, disinfected and adjusted for pH.
Daily service scale
The utility says about 4 million gallons of drinking water are pumped daily to about 11,000 residents, businesses and industrial users.
| Water-quality topic | Official detail | Useful action |
|---|---|---|
| Annual report | Marion Utilities links the latest Water Quality Report from the home and Water Division pages. | Use the report for testing results, source details and compliance information. |
| Hydrant flushing | Hydrants are usually flushed in spring and fall; the utility points users to its Facebook page for area timing. | Avoid white laundry if water is discolored during nearby flushing. |
| Wellhead protection | Marion wells are in three well fields within Marion and Grant and Wabash Counties. | Do not dump harmful materials on the ground or down drains; report illegal dumping. |
| Lead service inventory | Marion has over 11,000 service lines; an initial inventory was completed in 2024 and is updated annually before a baseline inventory due in 2027. | Complete the self-reporting survey if asked and upload a photo of the service line material. |
| Lead replacement | Marion began replacement in 2025 by replacing over 200 lead or galvanized service lines and is preparing a 10-year replacement plan. | Watch for utility notices and neighborhood project updates. |
| How to identify pipe material | Lead is dull gray, soft, turns bright silver when scratched, and strong magnets do not stick. Galvanized pipe is dull silver/gray and magnets typically stick. | Use a phone/tablet, coin or key, magnet and photo for self-reporting. |
| Reduce lead exposure | Use certified filters, clean aerators, use cold water, do not run hot tap water for drinking/cooking/baby formula, and flush pipes after water sits. | Contact 765-664-2391 or communications@marionutilities.com for flushing-time recommendations. |
Official water-quality and lead resources:
Backflow, Sewer, Stormwater and What Not to Put Down the Drain
Backflow / cross connection
- Backflow can occur from backsiphonage or backpressure.
- High water usage, fire fighting, hydrant flushing, main breaks or repairs can create risk conditions.
- Some users may need approved backflow prevention devices.
- Devices may need annual testing by a State of Indiana Certified Tester.
- If disconnected for backflow compliance, the certified tester must call option 5 to schedule turn-on for testing.
Sewer / FOG protection
- Scrape food waste and grease into trash or compost.
- Do not send wipes, rags, paper towels or grease into the sewer.
- Household hazardous waste and unused medications should go to approved recycling/disposal routes.
- Industrial users may need pretreatment and discharge compliance.
- Questions for Program Support: 765-664-2391 ext. 128.
Local waterway note: Marion wastewater is treated and returned to the Mississinewa River. Sewer clogs, FOG, wipes and industrial discharges are not just plumbing problems — they affect the collection system, treatment plant and river compliance.
Need Help Paying a Marion Utilities Bill?
H2O Community Fund
Marion Utilities points users to H2O Community assistance and United Way of Grant County for help completing an application.
United Way of Grant County: 765-662-9811
EAP / water assistance
Marion Utilities notes users can apply for water/wastewater assistance while applying for EAP where available.
Disconnect timing
If it is the day of or before disconnect, call Marion Utilities by phone at 765-664-2391 option 3 instead of relying only on online messages.
Map, Address and Local Office Notes
| Location | Address | Use for |
|---|---|---|
| Marion Utilities main office / plant | 1540 N. Washington Street, Marion, IN 46952 | Customer service, office payments, new service, deposits, water/wastewater and utility support. |
| Mailing address | Marion Utilities, PO Box 718, Marion, IN 46952 | Check or money order payments by mail. |
| Walmart payment location | 3240 Southwestern, Marion, IN 46953 | Eligible five-digit accounts only; not ideal for disconnect-risk payments. |
| Horner’s Butcher Block payment location | 825 E. 30th St., Marion, IN 46953 | Cash with bill statement; eligible five-digit accounts only. |
| Wellhead / service geography | Marion, Grant County and Wabash County well-field context | Water source and groundwater protection context for Marion’s drinking water supply. |
Official Links Users Actually Need
Account, pay and support
Water, lead and programs
Marion Water Utilities FAQ
What is the Marion Utilities phone number?
The main phone number is 765-664-2391. Use option 2 for payment, option 3 for customer service, option 4 for Solid Waste/Engineering/System Maintenance, option 5 for Water/Wastewater/report a leak/lab services, and option 6 for administration.
Where is Marion Utilities located?
The main office/plant is at 1540 N. Washington Street, Marion, IN 46952.
How do I pay my Marion Utilities bill online?
Use the official Pay My Bill/Login portal at marionutilities.epayub.com. Save the confirmation number after paying.
Is there a fee to pay online?
Yes. Marion Utilities says credit/debit card payments are subject to a flat $1.00 processing fee collected by the e-payment processing agent.
What are Marion Utilities customer service hours?
Customer service hours are Monday, Tuesday, Thursday and Friday from 7:30 AM to 4:30 PM, and Wednesday from 7:30 AM to 3:30 PM.
Where do I mail a Marion Utilities payment?
Mail check or money order payments to Marion Utilities, PO Box 718, Marion, IN 46952.
Can I pay at Walmart or Horner’s if I am due for disconnect?
No. Marion Utilities warns that if you are due for disconnect, you should pay at the main office because retail payments may not process in time to prevent shutoff.
Why won’t Walmart or Horner’s accept my account?
Marion Utilities says Walmart and Horner’s only accept payments from customers with five-digit account numbers; they cannot process six-digit accounts.
How do I schedule reconnection after paying online?
If you pay online after water service has been disconnected, call Customer Service at 765-664-2391 option 3 to schedule the reconnection appointment.
When will water service be reconnected after full payment?
If full payment is made before 11:30 AM, service is reconnected between 11:30 AM and 3:30 PM the same afternoon. If payment is made after 11:30 AM, reconnection is the next day between 7:00 AM and 11:00 AM.
What do I need to start service as a first-time customer?
Visit the office, complete the proper paperwork, bring two forms of ID with one picture ID, and bring the required deposit.
Can renters start Marion Utilities service?
Yes. Renters and landlords should bring a lease or renter’s agreement to the office to start service.
Does Marion Utilities allow leak adjustments?
Yes, but only one adjustment due to a water leak is allowed in a 12-month period, and exclusions apply. Customers are still responsible for paying the bill while waiting.
Does Marion Utilities offer pool-fill adjustments?
No. Marion Utilities says there are currently no bill adjustments for filling a swimming pool.
Where does Marion get its water?
Marion draws city water from the Teays River aquifer. Raw water is pumped from 12 wells around Marion, mostly north and east of the city.
Is this guide for Marion, Iowa or another Marion city?
No. This guide is for Marion Municipal Utilities in Marion, Indiana. Check your bill before using any payment portal.
30-Second Marion Utilities Checklist
Pay/login: use marionutilities.epayub.com and save confirmation proof.
Call: 765-664-2391; option 2 payment, option 3 customer service, option 5 water/wastewater/leaks.
Office: 1540 N. Washington Street, Marion, IN 46952.
Disconnect: if paid online after shutoff, call option 3 to schedule reconnection.
High bill: check toilets, faucets, spigots, estimated read notice and leak-adjustment eligibility.