Texas Water Utilities Help Desk: Pay, Call, Report, Start Service or Check Your Area
Use this scan-first guide for Texas Water Utilities customers. It gives the official action path for bill pay, emergency leaks, disconnection notices, new service, Water Assist, service-area checks, drought restrictions, meter questions, water quality reports, and developer/tap requests.
Texas Water Utilities Action Board
Pick the task first. Do not scroll through long paragraphs when you only need the right official route.
| Searcher intent | Use this official route | Prepare before action | Important official detail |
|---|---|---|---|
| Pay a bill now | My Account Pay Now | Account number and mailing ZIP code. | Guest Pay asks for account number and mailing ZIP code. |
| Disconnection notice | Pay online, then call customer service if close to the date. | 10-digit account number, disconnection date, confirmation number. | TWU says if payment is made within 5 business days of disconnection, call Customer Service to help prevent disconnection. |
| Pay by phone | 866-654-7992, select Option 2. | Account number and card details. | Automated IVR is 24/7; payments are posted within an hour. |
| Cash payment | Walmart MoneyCenter / Customer Service Desk using Walmart Bill Pay same-day processing. | Utility bill, utility name, account number, cash/debit card. | Ask specifically for “Walmart Bill Pay (WMBP) same-day processing.” |
| Report a leak | Report a Leak form | Name, email, phone, address, community, ZIP, description, photo if safe. | For emergencies, call 866-654-7992 instead of waiting on a form. |
| Water Assist help | Water Assist application | Customer name, 10-digit account number, income/household details. | Qualifying customers may receive $20 water and/or $20 wastewater credit monthly. |
| Start / stop service | Applications & Forms or Customer Service. | Service address, move date, forwarding address, ID, account number. | Final meter reading should be requested at least one full working day / 24 hours before planned stop date. |
| Check outage / neighborhood status | Texas Neighborhood Dashboard | County, water system name, neighborhood/community. | Dashboard is updated daily except weekends unless there is a boil water notice or severe incident. |
| Tariff / rate question | Rates and Tariff | Logo/identifier line on top-left of bill. | TWU says the second line near the logo identifies which tariff applies. |
Former Corix Texas customer note: Texas Water Utilities now uses the My Account portal. Check official TWU instructions before assuming old auto-pay, login, or payment information still works.
Official Contact, Address, Hours and Company Facts
Customer Care
Phone: 866-654-7992
Email: TXCustomerCare@nexuswg.com
Fax: 832-209-5395
Hours: Monday-Friday, 8:00 AM-4:30 PM CT
Emergencies
24-hour emergency line:
866-654-7992
Use for water outage, main break, active leak, sewer overflow, or urgent service interruption.
Mailing / Nexus Address
Texas Water Utilities / Nexus Water Group
2150 Town Square Place, Suite 400
Sugar Land, TX 77479
Use official bill/form instructions before mailing payments or documents.
Customers served
Over 277,000 customers in Texas.
Communities
240 Texas communities from central Texas to the Gulf shores.
Water infrastructure
65,000 connections, 87.6 MGD production capacity, 256 treatment plant locations.
Wastewater infrastructure
10.74 MGD treatment capacity and 56 wastewater treatment plant locations.
Regulation note: Nexus Water Group says Texas Water Utilities operates water and wastewater utility services in Texas and its activities are regulated by the Public Utility Commission of Texas.
Pay Texas Water Utilities Bill Without Posting Mistakes
For most account actions, My Account is the fastest route. For disconnection, reconnection, or cash payment, the details below matter more than a generic “pay online” instruction.
Online / My Account
- Guest Pay needs account number and mailing ZIP code.
- Credit/debit card and digital wallet options include AMEX, Discover, Mastercard, VISA, Venmo, PayPal, Apple Pay, and Google Pay.
- Bank Auto Pay can debit checking or savings on the due date.
- My Account can also support paperless billing, notifications, and usage tracking.
Phone / IVR
- Call 866-654-7992.
- Select Option 2 from the phone menu.
- Automated phone payment is available 24/7.
- TWU says payments are posted within an hour.
Cash at Walmart
- Go to Walmart MoneyCenter or Customer Service Desk.
- Provide utility name and account number.
- Bring paper or electronic bill.
- Ask for Walmart Bill Pay same-day processing.
| Payment situation | Best action | Proof to keep | Risk to avoid |
|---|---|---|---|
| Normal bill | Use My Account, bank auto pay, card/digital wallet, phone, or Walmart cash option. | Receipt, confirmation number, date, amount, last four digits. | Wrong account number or using a third-party page not linked by TWU. |
| Disconnection notice | Use My Account with credit card/eCheck for fastest route; call if within 5 business days of disconnection. | Confirmation number and exact disconnection date. | Assuming bank bill pay/mail will post before shutoff. |
| Already disconnected | Pay required balance and reconnection fee, then contact Customer Service to schedule reconnection. | Payment proof, account number, service address. | TWU says reconnection is during regular business hours and usually within 36 hours after account is in good standing. |
| Business account | Use online check if card payment is not accepted. | Bank confirmation and portal confirmation. | TWU says business customers cannot pay with Visa or Mastercard, but may pay online by check. |
| Duplicate charge | Call Customer Care before paying again. | Both transaction IDs, bank/card pending status, portal receipt. | One charge may be an authorization hold, not a posted duplicate. |
Emergency, Outage, Leak or Sewer Backup
Water emergency
Call 866-654-7992 24 hours.
Use for no water, main break, low pressure affecting multiple homes, damaged meter, or unsafe leak.
Sewer emergency
Call 866-654-7992 24 hours.
Use for sewer backup, wastewater overflow, manhole overflow, or public sewer concern.
Non-urgent leak report
Use the Report a Leak form only when it is not an emergency.
Form asks for address, community, ZIP, leak description, and optional image upload.
| Problem | Call / report wording | Have ready |
|---|---|---|
| No water | “My address has no water. Neighbors [are/are not] affected.” | Service address, start time, account status, neighborhood, nearby work if seen. |
| Main break / street leak | “Water is flowing/bubbling at [exact location].” | Nearest intersection, flow direction, pavement damage, safe photo if possible. |
| Sewer backup | “Wastewater is backing up at [toilet/floor drain/yard/manhole].” | Address, affected fixture, time started, plumber findings if any. |
| Low pressure | “Pressure dropped at [address/community]. It affects [all taps/one fixture].” | Hot/cold affected, neighbors affected, recent alerts, water softener/filter check. |
| Brown/cloudy water | “Water color/taste/odor changed at [time].” | Clear-glass photo, hot vs cold, one faucet vs whole home, nearby flushing/repair. |
Sewer safety: avoid wastewater contact, keep children/pets away, stop unnecessary water use, and document damage only when safe.
Service Area, Neighborhood Dashboard and Locality Clues
Texas Water Utilities is not one city water office. It serves many named systems, subdivisions, and counties. Use your bill, dashboard, service-area map, and water-quality report name together.
Where TWU says it serves
From Mitchell County in central Texas to Matagorda on the Gulf shores.
Dashboard status
The Texas Neighborhood Dashboard lists county, water system name, detailed neighborhood, and status.
Alert tip
TWU says the dashboard is updated daily except weekends unless there is a boil water notice or severe incident.
| Official locality / county examples | Systems or neighborhoods seen on official dashboard | What to do with this info |
|---|---|---|
| Aransas | Sunset Bay | Use dashboard and CCR list to confirm system status and water-quality report. |
| Bandera / Medina | River Bend Estates, Enchanted River Estates, Lake Medina Shores, Holiday Villages of Medina | Check drought stage and dashboard before irrigation or service-status questions. |
| Bexar | Stagecoach Hills, Oak North, Country Bend, Coolcrest, Bavarian Hills | Use exact neighborhood name when reporting pressure/outage/leak. |
| Brazoria | Holiday Shores, Chenango Ranch, Oaks of Suncreek, Suncreek Estates, Suncreek Ranch | Match community name on bill before using payment or alert route. |
| Chambers | Tower Terrace, Greenbriar Estates | Useful for reporting neighborhood-specific water-quality or pressure issues. |
| Comal | Windmill Ranch, Rimrock Ranch, Oak Village North, 4-D Water | Check drought restrictions and dashboard status for your system. |
| Denton | Wynnwood Haven, Stonecrest Estates, Ponderosa Addition, Denton Creek Estates | Confirm exact system name before water-quality or payment research. |
| Grayson | Tanglewood, Sherwood Shores, Rocky Point, Rock Creek, Ridgecrest, Northern Hills | Use subdivision/neighborhood name when calling Customer Care. |
| Harris | Whisper Meadows, Western Trails, Cedar Bayou Estates, Aldine Village, Bayer Utility / Old Town Spring, Telge Terrace | Dashboard can reduce confusion when a Houston-area address is not served by a city utility. |
| Hays / Travis | Plum Creek, Huntington Estates, River Oaks Ranch, MidTex / Avana, Hornsby Bend area projects | Check tariff/service-area document and project pages for local rules. |
| Henderson | Westwood Beach, Pinnacle Club, Michael’s Cove, Lollipop Landing, Highsaw | Use system/neighborhood language from the bill, not only the mailing city. |
Official service-area tools:
Disconnection Notice, Overdue Balance and Reconnection
Locate the 10-digit account number
TWU overdue guidance says to locate the 10-digit account number on the bill or disconnection notice.
Check the scheduled disconnection date
Do not rely only on the due date. The notice date controls urgency.
Use a fast-posting method
TWU says the most immediate account payment method is My Account with credit card or eCheck.
Record the confirmation number
If payment is made within 5 business days of disconnection, call Customer Service so your service is not disconnected.
If service is already off
Call for the correct reconnection fee, pay it, then contact Customer Service to schedule reconnection.
Reconnection detail: TWU says reconnection is performed during regular business hours and, under normal circumstances, service is restored within 36 hours after the account is in good standing.
Water Assist: Low-Income Monthly Bill Credit
Texas Water Utilities’ Water Assist program is one of the most useful official details to include because searchers with shutoff or hardship intent need the actual eligibility path.
Credit amount
Qualifying customers may receive a $20 water credit and/or a $20 wastewater credit each month while enrolled.
Must stay current
TWU says customers must continue to pay the bill and remain current while enrolled to continue receiving credit(s).
Elderly Assist
TWU says Elderly Assist Rates found in the tariffs are administered through the Water Assist program.
| Household size | Gross monthly income limit | Application asks for |
|---|---|---|
| 1 | $1,956 | Customer name, 10-digit account number, email, phone, service address, service type. |
| 2 | $2,644 | Water only, wastewater only, or water & wastewater selection. |
| 3 | $3,331 | State is Texas; city and ZIP required. |
| 4 | $4,019 | Question asks whether applicant is age 65 or older. |
| 5 | $4,706 | Applicant confirms they meet household/income guidelines. |
| 6 | $5,394 | TWU may require documentation of eligibility. |
| 7 | $6,081 | Use exact account number from bill. |
| 8 | $6,768 | Apply directly with Texas Water Utilities. |
High Bill, Leak Adjustment and Meter Reading
Meter box location
TWU says residential meters are usually in a concrete or plastic box marked “WATER,” near the street at the front of the property and often in line with the main outside faucet.
Leak indicator
Analog meters may have a star-shaped low-flow indicator that spins with even the smallest movement of water through the meter.
Digital smart meter
TWU says a digital display may be off until activated with a bright flashlight or phone light on the sensor.
| High-bill clue | What to check | Evidence to save |
|---|---|---|
| Meter moves when all water is off | Toilets, irrigation, hose bibs, pool fill, water softener, slab leak. | Short video of meter/indicator, date, time, fixtures off. |
| One month jumps | Billing period, irrigation schedule, leak timeline, actual/estimated read. | Current bill, previous bill, same month last year. |
| Leak repaired | TWU may offer a credit on metered water charges for accidental leaks beyond reasonable control. | Leak Adjustment Request Form, repair date, receipt, plumber note, photos. |
| Disputed bill | Contact Customer Service for account review. | TWU says a reasonable payment based on previous 12-month average usage may be required during investigation. |
| Base rate with low/no usage | Base/customer charge covers fixed costs and is related to meter size/flow capacity. | Ask which tariff and meter size apply to your account. |
Water Alerts, Drought Restrictions and Neighborhood Status
Set up water alerts
- Sign up for an online portal profile.
- Have account number and PIN ready.
- Go to “Update My Info” and verify phone number.
- Use “Manage Notifications.”
- Check both Email and SMS under Service Events.
Drought restrictions
TWU publishes neighborhood drought stages such as Stage Awareness, Stage 1, Stage 2, Stage 3, and Stage 4.
Examples listed include Stage 4 for River Bend Estates, Lake Medina Shores, Enchanted River Estates, Oak North, Coolcrest, Plum Creek, and Huntington Estates; always re-check the official page before watering.
| Drought stage | Reduction shown by TWU | Example neighborhoods listed | User action |
|---|---|---|---|
| Stage 4 – Exceptional | 40% mandatory reduction | River Bend Estates, Lake Medina Shores, Enchanted River Estates, Oak North, Coolcrest, Plum Creek, Huntington Estates | Stop guessing. Open the official drought page and follow your system’s current rules. |
| Stage 3 – Critical | 30% mandatory reduction | Garden Oaks, Crowley One, Woodhaven MHP, Westwood Oaks MHP, Center Point, Barton Springs, Edwards Aquifer | Check allowed watering day/time and prohibited outdoor uses. |
| Stage 2 – Alarm | 20% mandatory reduction | Stagecoach Hills, Country Bend, Windmill Ranch, MidTex, Rancho Brazos, Oak Trail Shores, Crystal Springs, Windermere | Adjust irrigation controller and check leaks immediately. |
| Stage 1 – Mandatory | 10% mandatory reduction | Rimrock Ranch, Ridgecrest Estates, White Bluff, Twin Creeks Addition, Hornsby Bend, Windmill Trail | Follow mandatory restrictions even if your neighborhood status otherwise looks “Good.” |
| Stage Awareness | 10% voluntary reduction | Ponderosa Addition, Rollan Heights, McGee Place, Cottonwood Park, Los Pinos, Silver Saddle | Reduce outdoor use early to avoid higher-stage restrictions. |
Rates, Tariffs and Regulatory Notices
Find your tariff
Look at the top-left of your bill. TWU says the identifier in the second line under the Texas Water Utilities logo shows which tariff applies.
PUC-approved documents
TWU makes tariff books available with rates and fees approved by the Public Utility Commission of Texas.
Rate-change context
TWU says rates were last reviewed in 2020 and it invested over $110 million across Texas water and wastewater infrastructure from 2020-2024.
| Tariff bucket shown by TWU | What it can affect | How to verify |
|---|---|---|
| Texas Water Utilities | Water tariff, wastewater tariff, and special customer PDFs for Buda, Ivanhoe, Kyle. | Match bill identifier to tariff page. |
| Texas Water Utilities – Mid-Tex | Water and wastewater tariff documents. | Use second-line identifier on bill. |
| Former Midway | Champs, Rock Creek, The Cliffs, The Retreat, White Bluff, and related tariff documents. | Check whether inside/outside City of Houston applies if relevant. |
| Windermere | Inside or outside City of Pflugerville tariff documents. | Address and service area matter. |
| Former Crystal Springs / Former NextEra / Northern Hills | Legacy tariff or temporary manager documents. | Do not assume all TWU customers have the same tariff. |
Start, Stop, Move, Name Change or Final Bill
Start service
- Use the Move-In Packet / application route.
- Texas state law requires a Customer Service Agreement for new service.
- Prepare service address, move-in date, ID, contact info, and deposit/setup questions.
- Application is not processed until completed form is received.
Stop service
- Use the Texas Turn-Off Service Form or Customer Service.
- Contact Customer Service at least 24 hours / one full working day before stop date for final meter reading.
- Prepare forwarding address and final-bill delivery method.
- Ask about deposit refund if applicable.
Name change
- Use official Name Change Form.
- Prepare account number, service address, proof if requested.
- Ask whether account holder or billing contact changes affect service.
- Update My Account email and phone alerts after change.
Useful forms listed by TWU: Name Change Form, TWU Move-In Packet and Application, and Texas Turn-Off Service Form.
Water Quality Reports, Lead, Copper, PFAS and Advisories
Annual reports
TWU publishes Annual Drinking Water Quality Reports by community/system. Search the list for your exact system name from your bill or dashboard.
Testing process
TWU says state-certified water quality professionals collect samples, state-certified labs analyze them, and results are reported to TCEQ.
Lead inventory
For lead inventory or identified service-line material information, TWU lists lead.line@nexuswg.com.
| User concern | What TWU / official sources say | Action |
|---|---|---|
| Find my water report | TWU posts many 2025 CCR PDFs by system name. | Use bill/system name, neighborhood dashboard, then open the matching CCR. |
| Boil water notice | Dashboard may update for boil notices/severe incidents; alerts require portal contact settings. | Follow official TWU notice instructions for drinking, cooking, ice, brushing teeth, pets, and lifting notice. |
| Lead / copper | EPA Lead and Copper Rule requires testing; EPA action level is 15 ppb and MCLG is 0 ppb. | Email lead.line@nexuswg.com for TWU lead inventory/material questions. |
| Service-line material | Service lines connect home plumbing to public watermains and may be plastic, copper, galvanized steel/iron, or lead. | Use TWU lead survey process if asked to inspect and report your line material. |
| Brown water / odor / particles | Record affected tap, hot/cold, start time, and neighbors affected. | Call Customer Care or emergency line depending on urgency. |
Builders, New Taps, Line Locates and Developer Services
Developer Services helps with
- New residential or commercial development.
- New residential or commercial service.
- Changes to existing commercial site.
- Additional wastewater treatment capacity.
- Line locates and inspections.
- Construction water or meters.
- Residential grinder pump install and startup.
Developer contact
Email: developerservices@nexuswg.com
Fax: 832-209-5395
Hours: Monday-Friday, 8 AM-4:30 PM CT
TWU says Developer Services responds within 5 business days.
| New tap step | Official requirement | What to prepare |
|---|---|---|
| 1. Submit application | Completed tapping application. | Indicate water, sewer, or both. One application per location. |
| 2. Submit placement map | Marked-up official survey showing tap/meter placement. | Property location, boundaries, structures, adjacent roadways, water tap, sewer tap, or grinder location. |
| 3. Approval and invoice | TWU approves application/survey, then invoices installation. | Work begins only after payment is received in full. |
| 4. Installation timing | Normal tap installation may be completed in five working days after all information is complete, weather permitting. | Road bores, line extensions, and similar work may take 30 working days. |
Map: Texas Water Utilities / Nexus Water Group Address
Use this map for the official Sugar Land address shown by Nexus/TWU. For bill payments, always follow the payment/remittance instructions on your current bill or My Account.
| Official item | Detail | Best use |
|---|---|---|
| Customer service phone | 866-654-7992 | Billing, service start/stop, water quality, leaks, conservation, emergencies. |
| Emergency phone | 866-654-7992, 24 hours | Urgent leak, no water, sewer backup, overflow, service interruption. |
| Customer Care email | TXCustomerCare@nexuswg.com | Non-urgent billing, service, and account questions. |
| Fax | 832-209-5395 | Forms or documentation when directed by TWU. |
| Address | 2150 Town Square Place, Suite 400, Sugar Land, TX 77479 | Customer Care / Nexus address; verify form/payment mailing instructions before sending documents. |
Complaint, Dispute or Outside Help Route
| Complaint type | Start here | Then consider |
|---|---|---|
| Payment posting, duplicate charge, wrong balance | Texas Water Utilities Customer Care with receipt and account number. | Ask for written review and case/reference number. |
| High bill / leak adjustment | Customer Care, leak documentation, meter reading, repair proof. | Ask for Leak Adjustment Request Form and written decision. |
| Disconnection/reconnection dispute | Customer Care before payment deadline or reconnection request. | Ask what tariff/service rule controls the charge or timing. |
| Water quality / public health concern | TWU Customer Care or emergency line first. | TCEQ drinking water resources or complaint path for public water system concerns. |
| Regulated utility billing/rate issue | TWU internal review and tariff page. | Public Utility Commission of Texas if the issue fits PUCT complaint jurisdiction. |
Texas Water Utilities FAQ
What is the Texas Water Utilities customer service phone number?
Call 866-654-7992. Texas Water Utilities lists Customer Service hours as Monday-Friday, 8:00 AM to 4:30 PM CT. The same number is also listed for emergencies 24 hours.
How do I pay my Texas Water Utilities bill online?
Use My Account / Pay Now at account.mywater.us. Guest Pay asks for your account number and mailing ZIP code.
How do I pay by phone?
Call 866-654-7992 and select Option 2. The automated payment system is available 24/7 and TWU says payments are posted within an hour.
What should I do if I received a disconnection notice?
Locate the 10-digit account number and disconnection date, pay using a fast-posting official route, save the confirmation number, and call Customer Care if payment is made within 5 business days of the disconnection date.
How long does reconnection take after paying?
TWU says reconnection occurs during regular business hours and, under normal circumstances, service is restored within 36 hours after the account is in good standing.
Does Texas Water Utilities have payment assistance?
Yes. Water Assist may provide a $20 water credit and/or $20 wastewater credit per month for qualifying customers who meet income guidelines and remain current while enrolled.
Where can I check my neighborhood service status?
Use the Texas Neighborhood Dashboard. It lists county, water system name, detailed neighborhood, and status. TWU says it is updated daily except weekends unless there is a boil water notice or severe incident.
How do I report a leak?
For emergencies call 866-654-7992. For a non-urgent leak, use the official Report a Leak form with contact information, service address, community, ZIP code, description, and optional photo.
Where can I find my water quality report?
Use the Texas Water Utilities Water Quality page and search the Annual Drinking Water Quality Reports list by your system or community name.
How do I check lead service line information?
TWU says customers can email lead.line@nexuswg.com for lead inventory or identified service-line material information. Use the Lead and Copper Survey page for inspection guidance when applicable.
How do I know which tariff applies to my bill?
Look at the top-left corner of your bill. TWU says the identifier in the second line under the Texas Water Utilities logo shows the tariff you fall under.
Who should builders contact for development or new taps?
Developer Services can be reached at developerservices@nexuswg.com. TWU says Developer Services helps with new development, service changes, line locates, inspections, construction meters, and grinder pump startup.
Is this the official Texas Water Utilities website?
No. This is an informational guide. Always confirm live account balance, payment posting, notices, service status, emergency instructions, rates, tariffs, and forms through official Texas Water Utilities / MyWater / Nexus Water Group sources.
30-Second Texas Water Utilities Checklist
Paying? Use My Account, account number + mailing ZIP, then save confirmation.
Disconnection? Pay through fast official route and call if within 5 business days of the disconnection date.
Emergency? Call 866-654-7992, 24 hours. Use forms only for non-urgent leak reports.
High bill? Check meter indicator, irrigation, toilets, usage history, repair proof, and ask for leak adjustment rules.
Assistance? Water Assist may offer $20 water and/or $20 wastewater monthly credit for qualifying customers.
Service area? Use the Neighborhood Dashboard, service-area PDFs, and CCR report list by system/community name.