Phoenix Water Utility Help Desk: Pay, Log In, Call, Move Service or Report a Leak
Use this page like a quick city-services counter. Choose your task, open the official route, prepare the exact details, and avoid slow-posting or shut-off mistakes.
Start Here: Official Phoenix Utility Action Board
| Searcher intent | Official action | Prepare first | Critical Phoenix detail |
|---|---|---|---|
| Pay / login | Customer Services ePortal | 10-digit account number, service address, login email/password, payment method. | ePortal can pay the City Services Bill, manage AutoPay, Paperless Billing, and other account transactions. |
| Pay without login | Pay City Services Bill as guest | Service address exactly as printed on the bill; use abbreviations like W, N, St, Dr. | Do not include city, state, or ZIP in the guest-pay service address field. |
| Billing / account question | 602-262-6251 or cityservicesbill@phoenix.gov | Bill, 10-digit account number, service address, confirmation number. | Customer Services is open Monday-Friday, 8 AM-5 PM. |
| Water or sewer emergency | 602-261-8000 | Address, nearest cross street, issue type, time started, safety risk. | Use for main break, overflow, sewer issue, urgent leak, or emergency water shutoff. |
| Start / stop / transfer | Start, Stop, or Transfer Service | Move date, old/new address, contact info, account details. | A minimum of 3 business days is required for service requests. |
| Water leak / water waste | Report water leak online | Location, leak type, photo if safe, cross street. | Phoenix also lists Report Water Waste: 602-262-6538. |
| Low-flow / shut-off notice | Call 602-262-6251 | Full balance due, notice, account number, payment method. | After a shut-off notice, Phoenix says customers cannot use the website to make payment. |
Important: Phoenix’s City Services Bill includes water, sewer, solid waste, and city/county/state fees and taxes. A “water bill” question may actually involve sewer, trash, stormwater, tax, low-flow, or account access.
Official Phoenix Utility Contacts, Address and Local Routing
City Services Bill / Customer Services
Phone: 602-262-6251
Email: cityservicesbill@phoenix.gov
Hours: Monday-Friday, 8 AM-5 PM
TTY: 711
Phoenix City Hall
Address:
200 W. Washington Street
Phoenix, AZ 85003
Main: 602-262-3111
Use City Hall as the official city address reference, not as a substitute for online account service.
Local billing context
City: Phoenix
County: Maricopa County
Rate areas: inside City, outside City, and special treatment for Paradise Valley noted in the water rate schedule.
| Local / department route | Use for | Official detail |
|---|---|---|
| Water Services Department | Water, sewer, conservation, water quality, water rates, infrastructure. | Open Water Services |
| Customer Services Division | Bill pay, account management, AutoPay, Paperless Billing, start/stop/transfer. | Open Customer Services |
| Public Works Customer Contact Center | Trash, recycling, bulk trash, solid waste questions on the same City Services Bill. | Phone 602-262-6251; email solid.waste@phoenix.gov. |
| Water Conservation | Incentives, water waste, conservation questions. | Incentive Inbox 602-262-7955; Water Waste 602-262-6538; Conservation 602-261-8367. |
| myPHX311 | Streetlight outages, illegal dumping, graffiti, neighborhood issues. | Open myPHX311 |
Bill Pay and Login: Exact Steps That Matter
Choose login or guest pay
Login: use ePortal. No login: use Pay City Services Bill as guest.
Match the bill exactly
The bill shows the account name, 10-digit account number, amount due, due date, and announcements.
Use correct address format for guest pay
Enter the service address as it appears on the top of your bill. Use abbreviations; do not include city, state, or ZIP.
Save payment proof
Keep confirmation number, date/time, amount, payment method, last four digits, and screenshot.
Best route for normal payment
- Use ePortal if you want AutoPay, Paperless Billing, or account management.
- Use guest pay if you only need one payment and have the exact service address.
- Check the amount due and due date before paying.
- Log out of ePortal after finishing.
Best route after shut-off notice
- Do not use the website after a shut-off notice.
- Call 602-262-6251.
- Use the 24/7 automated phone system to pay the full balance due.
- Ask when service will be restored.
Official pay links:
Shut-Off Notice, Low-Flow or Restoring Service
Shut-off notice
Call 602-262-6251. Phoenix says once a customer receives a shut-off notice, they cannot use the website to make a payment.
Same-day restore rule
If full balance is paid by 4 PM on a regular business day, Phoenix says water service will be restored the same day.
After 4 PM / weekend
If paid after 4 PM, on a holiday, or on a weekend, Phoenix says water service will be restored the next business day.
| Situation | Do this | Important Phoenix rule |
|---|---|---|
| Unable to pay | Call Customer Services at 602-262-6251 during business hours and ask about financial assistance. | Project Assist and partner programs may help eligible customers. |
| Paid at Chase Bank after shut-off | Call 602-262-6251 to notify staff of the payment. | Same-day restoration depends on payment by 4 PM on a regular business day and notification. |
| Low-flow became shut-off | Pay the full balance due. | Phoenix says customers cannot go back on low-flow after service moves to shut-off. |
| Single-family late fees after low-flow/shut-off | Ask Customer Services how this applies to your account. | Phoenix FAQ says City Council permanently stopped late fees for single-family residential customers after water is placed on low-flow or shut-off. |
Start, Stop or Transfer Phoenix Water / Trash Service
Start service
- Use the Start/Stop/Transfer portal.
- Request at least 3 business days ahead.
- Prepare service address and contact details.
- Ask about deposit or account requirements if needed.
Stop service
- Use move-out/stop request route.
- Prepare stop date and forwarding address.
- Ask about final bill timing.
- Cancel or update AutoPay if moving.
Transfer service
- Old address and new address.
- Overlap date if both addresses are active.
- Account number and contact email.
- Ask whether the account number changes.
Portal note: the Start/Stop/Transfer page says it does not provide access to your City Services bill. Use payonline.phoenix.gov for bill payment.
2026 Phoenix Water, Sewer and Stormwater Rate Facts
Phoenix rates are seasonal. The current water schedule is effective March 1, 2025; the sewer user schedule shown by the city is effective July 2026.
| Rate item | Inside City | Outside City | Why it matters |
|---|---|---|---|
| 5/8" monthly water service charge | $4.64 | $6.96 | Common small residential meter category. |
| 3/4" monthly water service charge | $6.03 | $9.05 | Check meter size before estimating. |
| 1" monthly water service charge | $8.81 | $13.22 | Larger meter means higher fixed charge. |
| Included water in fixed charge | 5 CCF / 3,740 gallons Oct-May; 8 CCF / 5,984 gallons Jun-Sep | Same structure; outside-city rates differ. | One CCF equals 748 gallons. |
| Low season user charge | $4.93 per CCF after included units | $7.40 | Jan, Feb, Mar, Dec. |
| Medium season user charge | $5.65 per CCF after included units | $8.48 | Apr, May, Oct, Nov. |
| High season user charge | $6.13 per CCF after included units | $9.20 | Jun, Jul, Aug, Sep — outdoor watering matters most. |
| Environmental charge | $0.62 per metered unit | $0.93 | Added in addition to user/other water charges. |
| Outside-city rule | Standard inside-city schedule | 150% of applicable rate, except service within Town of Paradise Valley | Important for edge-area customers. |
| Sewer / tax item | Official detail | User action |
|---|---|---|
| Sewer calculation | Monthly sewer charge is based on a percentage of average water use for January through March billing cycle. | Use less water Jan-Mar to reduce future sewer costs. |
| 1 Family Residence sewer flow | 2026 sewer schedule lists 83% sewer flow for 1 Family Residence. | Compare your user category if sewer bill looks wrong. |
| Stormwater Excise Tax | Based on water meter size; 5/8" and 3/4" show $0.95 monthly in the city tax/fee sheet. | Look at the taxes/fees portion of the City Services Bill. |
| State mandated jail cost | Tax/fee sheet shows $1.00 for single-family based on water meter size or single-family use. | Do not confuse this with a water usage charge. |
| City sales tax | 2.7% utility services tax; Paradise Valley customer rate shown as 2.5%. | Tax line can change total even when usage is stable. |
Sewer review tip: leaks during January-March can raise the sewer calculation. Phoenix says significant leaks can be a reason to request a sewer fee review.
High Phoenix Water Bill: Fast Checks Before Calling
Bill math
1 CCF = 748 gallons. Compare usage units, not only dollar amount.
Outdoor use
Phoenix says about 50% of typical residential water use can be outdoors for landscaping or pools.
Leak check
Use Smart Home Water Guide and check toilets, irrigation, pool fill, softener, and hose bibs.
Jan-Mar matters
High use during Jan-Mar can raise future sewer charges.
| Issue | Official Phoenix context | What to do |
|---|---|---|
| Pressure concern | Phoenix says acceptable pressure range is 40-100 psi; greater than 120 psi requires homeowner/business action. | Measure pressure; call 602-262-6251 for city-side service question. |
| Leak draining budget | Phoenix links to Smart Home Water Guide for step-by-step leak finding. | Check toilets, irrigation clock, pool auto-fill, hose bibs, softener, and meter movement. |
| Emergency leak needing water shutoff | General Service Issues says call emergency number if field staff must turn off water due to a leak. | Call 602-261-8000. |
| Outdoor leak/water waste | Phoenix provides a 24/7 leak reporting form and Water Waste number. | Use leak form or call 602-262-6538. |
| Sewer charge spike after leak | Phoenix says significant leaks during the first three months can increase future sewer fee. | Ask about sewer fee review and keep repair proof. |
Water or Sewer Emergency: What to Say
24/7 emergency
Call: 602-261-8000
Main break, overflow, sewer backup, or emergency leak needing city field staff.
| Problem | Call script | Have ready |
|---|---|---|
| Main break / street leak | “Water is flowing at [address/cross street]. It started around [time].” | Nearest address, cross street, direction of flow, pavement damage, photo if safe. |
| Sewer overflow / backup | “Sewer/wastewater is backing up or overflowing at [location].” | Fixture/location, time started, whether neighbors are affected, safety risk. |
| No water / low pressure | “My property has no water/low pressure at [address]. It affects [all taps/one tap].” | Start time, neighborhood construction, pressure reading if available. |
| Water quality concern | “Water changed color/odor/taste at [time]. It affects hot/cold/all taps.” | Clear-glass photo, tap location, neighbors affected, recent repairs/flushing if known. |
Need Help Paying the Phoenix City Services Bill?
Project Assist
Call Phoenix Human Services at 602-534-2433.
Appointments are limited. Phoenix says customers may begin calling at 7 AM on Monday mornings.
Eligibility basics
- Must reside in Phoenix.
- Must have a Phoenix City Services Bill.
- Income at or below 200% of federal poverty income level.
2-1-1 Arizona
Call 2-1-1 anytime.
Arizona 2-1-1 operates 24/7/365 with live operators in English and Spanish and interpreter support.
| Help source listed by Phoenix | Phone | Best use |
|---|---|---|
| Project Assist / Human Services | 602-534-2433 | City Services bill help for eligible Phoenix households. |
| 2-1-1 Arizona | 2-1-1 | Local resource navigation any time. |
| Society of St. Vincent de Paul | 602-850-6948 | One-time rent, mortgage, or utility assistance appointment. |
| Salvation Army Metro Phoenix | 602-267-4127 | Leave contact information for utility help. |
| Friendly House | 602-345-0167 | Utility assistance voicemails Wednesdays 8 AM-noon. |
| Lutheran Social Service | 480-654-4539 | Limited monthly assistance; eligibility and availability vary. |
| Pilgrim Rest Baptist Church | 602-258-0831 | Financial assistance for families. |
| First United Methodist Church | 623-939-1409 | One-time $100 payment per household for West Valley residents. |
Water Quality, Lead Service Lines and Conservation
Lead & Copper Rule
Phoenix says it has provided water services for 115 years and is identifying/cataloging community water service lines.
Lead-line finding
Phoenix says field investigations started in 2021 and no lead lines have been found. If one is found, the City will notify customers.
Reduce possible lead risk
- Use filters certified to remove lead.
- Clean faucet aerator screens.
- Use cold water.
- Do not rely on boiling; boiling does not remove lead.
| User question | Useful answer | Official route |
|---|---|---|
| Did I receive an unknown/galvanized service-line letter? | Read it carefully. Phoenix says the City will contact you with next steps if replacement is required. | Phoenix Lead Service Line |
| Can I check my service line? | Use the interactive inventory map. | Inventory Map |
| How do I save water? | Phoenix offers leak guides, efficiency consultations, conservation incentives, water-wise kits, and desert landscape resources. | Save Water |
| Who do I call for conservation questions? | General Water Conservation Questions: 602-261-8367; Incentive Inbox: 602-262-7955. | conservation@phoenix.gov |
Map: Phoenix City Hall and Customer Service Reference
| Map / contact item | Address or number | Use for |
|---|---|---|
| Phoenix City Hall | 200 W. Washington Street, Phoenix, AZ 85003 | Official city address reference and city contact point. |
| Customer Services | 602-262-6251 | City Services Bill: water, sewer, trash, billing, start/stop/transfer questions. |
| 24/7 water/sewer emergency | 602-261-8000 | Main break, sewer overflow, emergency leak requiring field staff. |
| TTY | 711 | Telecommunications Relay Services. |
| Customer service email | cityservicesbill@phoenix.gov | Non-emergency billing/account messages. |
Water Utility Phoenix FAQ
What is the Phoenix water utility phone number?
For City Services Bill, water, sewer, trash, billing, and account help, call Phoenix Customer Services at 602-262-6251, Monday-Friday from 8 AM to 5 PM.
What is the Phoenix water emergency phone number?
For a water or sewer emergency such as a main break or overflow, call the 24/7 emergency hotline at 602-261-8000.
How do I pay my Phoenix water bill online?
Use the City Services Customer ePortal at payonline.phoenix.gov/eportal. You can also pay as a guest at paycityservices.phoenix.gov.
Can I pay the Phoenix City Services Bill without signing in?
Yes. Use the Pay as Guest page and enter the service address exactly as it appears on the top of your bill, using abbreviations and without city, state, or ZIP.
What does the Phoenix City Services Bill include?
It includes water, sewer, solid waste services, and city/county/state fees and taxes listed on the municipal account statement.
What is the account number on a Phoenix City Services Bill?
The City’s bill-reading guide identifies the account number as a 10-digit number shown on the bill.
How do I start, stop, or transfer Phoenix water service?
Use the City’s Start, Stop, or Transfer portal. Phoenix says a minimum of three business days is required for all service requests.
What should I do if I receive a shut-off notice?
Call 602-262-6251 and use the 24/7 automated phone system to pay the full balance due. Phoenix says once a shut-off notice is received, the website cannot be used to make the payment.
When will Phoenix restore water after payment?
If the full balance is paid by 4 PM on a regular business day, Phoenix says service will be restored the same day. After 4 PM, weekends, or holidays, restoration is the next business day.
How do I report a Phoenix water leak?
Use the official 24/7 water leak reporting form or call the emergency hotline at 602-261-8000 if the issue is urgent and needs field staff.
What is a normal Phoenix water pressure range?
Phoenix says an acceptable water pressure range is between 40 and 100 psi. Water pressure above 120 psi requires action by the home or business owner.
What are Phoenix 2026 water rate facts?
The water rate schedule effective March 1, 2025 lists seasonal user charges: low season $4.93 inside city, medium $5.65, high $6.13 per CCF after included units; outside-city rates are higher.
How is Phoenix sewer fee calculated?
Phoenix says the monthly sewer charge is based on a percentage of average water use during the January through March billing cycle shown on the City Services Bill.
Does Phoenix have help for water bills?
Yes. Project Assist helps eligible Phoenix households with City Services bills. Call 602-534-2433 for appointments, or use 2-1-1 Arizona for local resource navigation.
Where is Phoenix City Hall?
Phoenix City Hall is at 200 W. Washington Street, Phoenix, AZ 85003. The city main number is 602-262-3111.
Is this the official Phoenix water utility website?
No. This is an independent guide. Confirm live balance, shut-off status, payment posting, fees, service requests, and emergency instructions with official City of Phoenix sources.
30-Second Phoenix Utility Checklist
Pay/login: ePortal for account management; guest pay for one-time payment with exact service address.
Billing help: 602-262-6251, Monday-Friday 8 AM-5 PM; email cityservicesbill@phoenix.gov.
Emergency: water/sewer emergency, main break, overflow, urgent leak → 602-261-8000.
Shut-off notice: call 602-262-6251; do not use website after notice; pay full balance through phone route.
High bill: compare CCF, remember 1 CCF = 748 gallons, check leaks/outdoor use, and watch Jan-Mar sewer calculation.