Phoenix Water Bill Help Center for Payments, Shutoff Notices and High Usage
Use this guide when you need to pay a City of Phoenix water, sewer, trash or City Services Bill, start or stop service, use the ePortal, handle a shutoff notice, ask for Project Assist, understand sewer fees, report a leak, or lower a high summer bill.
The City Services Bill includes more than water, so this page separates the exact payment steps, account actions, shutoff rules, sewer review options, conservation contacts and emergency numbers in one practical place.
Fast answer: City of Phoenix customers can pay the City Services Bill by logging into the Phoenix Customer Services ePortal, using the Pay as Guest option, calling 602-262-6251, mailing payment to the City of Phoenix payment P.O. box shown on the bill, or using an accepted in-person payment option. The same City Services Bill can include water, sewer, trash, recycling, taxes and other city service charges.
Shutoff notice warning: if you receive a City of Phoenix shutoff notice, the city says to call 602-262-6251 and use the 24/7 automated phone system to pay the full balance due. Once a shutoff notice is received, the FAQ says customers cannot use the website to make a payment.
City of Phoenix Water Bill Quick Facts
Phoenix Water Bill Action Board: Use the Right Official Link
Start with the exact issue. The official payment or service link is inside each step, so users can act immediately.
I need to pay and manage my account
Use the Phoenix Customer Services ePortal to pay, sign up for AutoPay, paperless billing and manage account transactions.
Open ePortalI only want a quick guest payment
Use the Pay City Services Bill guest page. Have your account number from the bill ready.
Pay as guestI received a shutoff notice
Do not rely on website payment. Call 602-262-6251 and use the 24/7 automated phone line to pay the full balance due.
Read shutoff FAQI need start, stop or transfer service
Use the ePortal. Phoenix says a minimum of three business days is required for all service requests.
Start / stop / transferI cannot afford the bill
Check Project Assist and other listed community programs. For Project Assist, call Human Services at 602-534-2433 or apply online.
Financial assistanceI see a water leak or water waste
Report leaks through the 24/7 leak reporting site. For a main break, sewer overflow or urgent water emergency, call 602-261-8000.
Leak / emergency contactsHow to Pay a City of Phoenix Water, Sewer, Trash or City Services Bill
| Payment method | Official detail | Best use | Official action link |
|---|---|---|---|
| ePortal login | Pay your City Services Bill, sign up for AutoPay, paperless billing and manage account transactions. | Best for recurring users and account management. | Log in to ePortal |
| Pay as guest | Use the guest City Services payment page when you want to pay without signing in. | Best for one-time payment when service is not already under shutoff notice. | Guest payment |
| Phone payment | Call 602-262-6251. For shutoff notices, the city specifically directs customers to the 24/7 automated phone system. | Best for shutoff notices, payment confirmation and no-internet payment. | Phone payment rule |
| The sample bill shows payments payable to City of Phoenix and remittance to City of Phoenix, P.O. Box 29100, Phoenix, AZ 85038-9100. Write the account number on the check and do not mail cash. | Only when the due date is not close. | Bill payment instructions | |
| Chase Bank after shutoff | The FAQ says customers may pay at Chase Bank after shutoff, but if payment is made by 4 p.m. on a regular business day, they should call 602-262-6251 to notify staff. | Useful only when you follow the call-back step. | Chase shutoff FAQ |
| Customer service help | Call 602-262-6251 Monday–Friday, 8 a.m.–5 p.m., or email cityservicesbill@phoenix.gov. | Best for billing errors, payment arrangements, service issues and account questions. | Contact Water Services |
Shutoff Notice, Low-Flow Device and Water Restoration Timing
Shutoff notice = call
Customers who receive a shutoff notice should call 602-262-6251 and use the 24/7 automated phone line to pay the full balance due.
Read shutoff FAQSame-day restore cutoff
If the balance is paid by 4 p.m. on a regular business day, Phoenix says water service will be restored the same day.
Restoration ruleAfter 4 p.m. / weekend
If payment is made after 4 p.m., on a holiday or weekend, service is restored the next business day.
Next-day ruleCall script after a Phoenix shutoff notice
Phoenix ePortal: AutoPay, Paperless Billing and Online Account Control
Open the official ePortal
The ePortal is the City of Phoenix Customer Services online system for paying and managing City Services accounts.
Access ePortalUse AutoPay carefully
The terms say AutoPay changes or cancellations should be made with enough time for the city to act, typically three business days.
Read online termsUse paperless billing
Paperless billing is available through the ePortal. Check email settings and spam filters so you do not miss the due date.
Manage paperless billingWatch authorized users
The online terms say customers are responsible for account changes made online, including changes made by people they have granted access.
Online account termsStart, Stop or Transfer Phoenix City Services
Start service
Use the Phoenix ePortal to start your account. Customer Services says a minimum of three business days is required for all service requests.
Start accountTransfer service
Use the ePortal for transfer requests. Schedule early so the minimum three-business-day rule does not create a move-in problem.
Transfer City ServicesStop service
Use the ePortal to stop service, and confirm the final mailing or email address for the last City Services Bill.
Customer Services pageHow to Read a Phoenix City Services Bill
Phoenix’s bill guide is useful because many customers search for “water bill” but are actually looking at a combined water, sewer, trash, tax and fee statement.
| Bill item | What it means | Practical check | Official link |
|---|---|---|---|
| Account number | A 10-digit number shown on the bill. | Use this when paying as guest, calling, emailing or writing the number on a check. | Bill guide |
| Amount due and due date | The bill displays total amount due and due date. | Payment received after due date can trigger late payment fee and service risk. | Find due date |
| Water used in billing cycle | Water use is shown in both units and gallons; one unit equals 748 gallons. | Compare the current units with prior months before blaming sewer or trash fees. | Usage section |
| 13-month usage history | The bill shows a monthly water usage history for a 13-month period. | Use it to spot leaks, irrigation changes or seasonal pool/landscape use. | Usage history |
| Water base fee | Based on meter size; for 5/8-inch residential service, the base includes 5 units from October–May and 8 units from June–September. | Stay within included units when possible to avoid extra volume charges. | Water rates |
| Sewer fee | Based on average monthly water usage billed during the preceding January, February and March. | A winter leak or pool refill can raise sewer costs later. | Sewer rates |
| Project Assist donation | Optional tax-deductible gift to help low-income families and seniors in crisis with utility bills. | Do not confuse the donation line with a required charge. | Project Assist |
Phoenix Water and Sewer Rates: What Raises the Bill
Three water charge parts
Phoenix water rates include monthly fixed service charge, volume usage charge and environmental charges.
Water rate pageUsage units
One unit equals 748 gallons. Phoenix bill usage is calculated from previous and current meter readings.
Meter reading guideSewer winter average
Your monthly sewer charge is based on average water usage during the January through March billing cycle.
Sewer rate ruleCity Services Tax
Single-family residential water accounts are assessed $1.50 per month for the City Services Tax.
Tax FAQHigh Phoenix Water Bill Checklist Before You Pay or Dispute
Inside the home
- Running toilet, bad flapper or silent tank leak.
- Faucet, shower, tub or under-sink leak.
- Water heater leak or overflow line.
- Water softener, ice maker or washing-machine line.
Desert outdoor checks
- Drip irrigation break under gravel or landscape rock.
- Timer running too long in summer heat.
- Pool refill, backwash or autofill stuck open.
- Wet sidewalk, alley, curb or yard near the meter.
On the bill
- Compare current usage with the 13-month graph.
- Check water units and gallons.
- Check if sewer fee is affected by Jan–Mar usage.
- Separate water, sewer, solid waste, taxes and optional donations.
High-bill call script
Sewer Fee Review After a Leak or Pool Refill
Why it matters
If a significant leak occurs during January, February or March, Phoenix says it can raise the sewer fee because sewer charges are based on that winter water-use period.
Read sewer review detailsPool refill issue
If you refill a pool during the January–March billing cycles, Phoenix says to request a Sewer Fee Review through MyPHX311 or by form.
Open MyPHX311Current appeal window
The Phoenix rate page states the 2026 sewer appeal is for the January, February and March 2026 billing cycle and cannot be made for prior years.
Sewer appeal noticeProject Assist and Phoenix Water Bill Help
Project Assist
Project Assist helps income-qualified Phoenix households experiencing hardship pay City Services bills, including water, sewer and trash.
Project Assist pageHow to apply
Call Phoenix Human Services at 602-534-2433 to schedule an appointment. The city says appointments are limited and customers may begin calling at 7 a.m. on Monday mornings.
Apply instructionsBasic eligibility
The city lists eligibility as residing in Phoenix, having a Phoenix City Services Bill, and being at or below 200% of the federal poverty income level.
Eligibility criteriaWater Leak, Pressure, Water Quality or Sewer Emergency
| Issue | Official contact / step | What to say | Official link |
|---|---|---|---|
| Main break, sewer overflow or urgent water emergency | Call the 24/7 emergency hotline at 602-261-8000. | Give nearest address, cross street, whether water is flowing, and whether traffic or property is affected. | Emergency contacts |
| Water leak or water waste | Report through the 24/7 leak reporting site. | Describe location, time, visible water, meter/curb/street/alley area and photos if available. | Leak reporting |
| Billing, account or service issue | Call 602-262-6251, Monday–Friday, 8 a.m.–5 p.m., or email cityservicesbill@phoenix.gov. | Provide 10-digit account number, service address, name on account and issue details. | Customer Services |
| Water waste reporting | Use the conservation contact number 602-262-6538. | Give exact location, type of waste, date and time observed. | Conservation contacts |
Drought Alert, Water Conservation and Saving Money in Phoenix
Stage 1 Water Alert
Phoenix activated its Drought Management Plan in June 2022, declaring a Stage 1 Water Alert focused on public education and voluntary conservation.
Drought managementWater supply mix
Phoenix states it uses nearly 60% water from the Salt and Verde Rivers, about 40% from the Colorado River, plus a small groundwater portion and reclaimed water.
Water supply detailsOutdoor use matters
Phoenix says about 50% of water used in a typical residential home is for outdoor landscaping or swimming pools.
Cost reduction tipsPhoenix Water Billing Map and Visit Plan
Phoenix City Hall is listed at 200 W. Washington Street, Phoenix, AZ 85003. Many billing actions can be completed faster online or by phone, so call 602-262-6251 before visiting if your issue involves shutoff, restoration, service start/stop, assistance or account changes.
Bring or prepare
10-digit account number, service address, photo ID if needed, payment method, shutoff notice, proof of assistance appointment and any leak or sewer review documents.
Ask before leaving
“Is my payment posted, is there any remaining unpaid balance, is service safe from shutoff, and do I need a sewer fee review or assistance appointment?”
Use emergency number separately
For a main break or sewer overflow, do not wait for billing staff. Call 602-261-8000 immediately.
Official Phoenix Water Bill Links Used in This Guide
City of Phoenix Water Bill FAQ
How do I pay my City of Phoenix water bill online?
Use the Phoenix Customer Services ePortal at payonline.phoenix.gov to log in and pay, or use paycityservices.phoenix.gov to pay as a guest. Have the 10-digit City Services account number ready.
What is the Phoenix City Services Bill?
The City Services Bill is the bill customers receive for water, sewer and solid waste services. It can also include taxes and fees related to those services.
What number do I call for Phoenix water bill help?
Call Phoenix Customer Services at 602-262-6251. Billing customer service is listed Monday through Friday, 8 a.m. to 5 p.m., and the same number has an automated payment system.
What do I do after receiving a shutoff notice?
Call 602-262-6251 and use the 24/7 automated phone line to pay the full balance due. The city FAQ says that once a shutoff notice is received, customers cannot use the website to make payment.
When will Phoenix restore water after shutoff?
If the full balance is paid by 4 p.m. on a regular business day, Phoenix says service will be restored the same day. Payments after 4 p.m., on a holiday or weekend, restore the next business day.
How do I start, stop or transfer Phoenix water service?
Use the Phoenix Customer Services ePortal. The Customer Services page says a minimum of three business days is required for all service requests.
How much water is one Phoenix bill unit?
One Phoenix water billing unit equals 748 gallons. The bill shows water use in both units and gallons and includes a 13-month usage history.
Why can a winter leak raise my Phoenix sewer fee?
Phoenix sewer charges are based on average monthly water use during January, February and March. A leak or pool refill during that period can raise the sewer fee, so customers should consider a sewer fee review if eligible.
Can I get help paying my Phoenix water bill?
Yes. Project Assist helps income-qualified Phoenix households experiencing financial hardship pay City Services bills, including water, sewer and trash. Call Phoenix Human Services at 602-534-2433 or apply online through the official assistance page.
Who do I call for a Phoenix water emergency?
For a main break, sewer overflow or urgent water emergency, call the 24/7 Phoenix Water emergency hotline at 602-261-8000.