El Paso Water Bill Help Center for Payments, High Bills and Service Requests
Use this guide when you need to pay an EPWater bill, log in to My Account, use phone payment, handle a disconnect notice, start or transfer service, request a payment plan, check a high bill, report a leak, or understand water restrictions in El Paso.
Every section below includes the official EPWater link, phone number, posting detail, fee rule, and practical next step so customers can finish the task instead of reading generic utility advice.
Fast answer: El Paso Water customers can pay online through My Account, pay by phone at 915-594-5500, mail a check or money order to El Paso Water, P.O. Box 511, El Paso, TX 79961-0511, or use authorized payment locations. Online and IVR payments have no service fee and generally post within 1 hour.
Disconnect notice warning: if you received a disconnect notice or service has already been disconnected, EPWater says payment must be made in full for automatic restoration. Payments received Monday–Friday, 7:30am–7pm, can restore same day; after-hours or weekend payments restore the following business day.
El Paso Water Bill Quick Facts
El Paso Water Action Board: Use the Right Official Link
Start with the exact situation. Each card includes the official action link or phone number so the user can act immediately.
I need to pay now
Use My Account for online payment. Online payments can use checking/savings, credit/debit card, PayPal or Venmo and generally post within 1 hour.
Open My AccountI received a disconnect notice
Pay the full amount. Same-day automatic restoration requires payment Monday–Friday, 7:30am–7pm.
Read disconnect payment ruleI want to pay by phone
Call 915-594-5500, choose language, then option 1. Have account number or registered phone, EPWater PIN, service ZIP code and payment details.
Phone pay instructionsI need a payment plan or arrangement
Use the EPWater request path or call customer service. Include service address, account number and a detailed message.
Open contact / request pageI have a high bill after a leak
Check whether the leak is hidden, repair it, gather details, and request an adjustment within the required timing.
Open leak adjustmentI need emergency help
For main breaks, water quality issues, sewer overflows or stormwater issues, call 915-594-5500 and press 5.
Report emergencyHow to Pay an El Paso Water Bill
| Payment method | Official detail | Best use | Official action link |
|---|---|---|---|
| AutoPay | Uses checking/savings, posts on the due date, and has no fee. Enrollment is through My Account. | Best for avoiding missed due dates. | Register / log in |
| Online payment | Checking/savings, credit/debit card, PayPal and Venmo are listed. Payments post within 1 hour and have no fee. | Best for normal and urgent bill payment. | Pay online |
| Guest payment | EPWater says you can log in or create an account for full self-service, or log in as guest for limited options. | Best when you only need to pay once. | Pay as guest |
| Phone payment | Call 915-594-5500, option 1 after language selection. Phone payments post within 1 hour and have no fee. | Best if portal login is not working. | Phone payment rules |
| Mail check or money order to El Paso Water, P.O. Box 511, El Paso, TX 79961-0511. Posted 1–2 business days after receipt. | Only when due date is not close. | Confirm mailing address | |
| Payment locations | CheckFree posts within 2–3 days, MoneyGram between 1–3 days, and Walmart Bill Pay within 1 hour. Fees vary by location. | Best for cash/check/money-order users. | Find locations |
Disconnect Notice or Disconnected Service: What to Do
Pay in full
EPWater says a disconnect notice or disconnected service requires payment in full for automatic restoration.
Read restoration ruleSame-day window
Payments must be received Monday–Friday, 7:30am–7pm, to restore service the same day.
Make fast paymentAfter-hours rule
Payments posted after hours or on the weekend restore service the following business day.
Contact customer serviceCall script for disconnect notice
My Account, AutoPay, PIN and Payment Details
Open My Account
Use EPWater’s My Account portal to manage account access, online payment, AutoPay and service requests.
Open My AccountPrepare required phone-pay details
For card payment, have account number or registered phone, EPWater PIN, ZIP code, amount, card expiration, billing ZIP and security code.
Required phone detailsFor electronic check
Have account number, service ZIP, amount, routing number, checking account number, and pen/paper for confirmation code.
ACH payment infoWatch returned payment fee
EPWater lists a $25 returned check fee for electronic payment returns.
Confirm returned feeStart, Transfer or Stop El Paso Water Service
Start new service
Use My Account or the Contact Us page. EPWater says responses may take up to four business days.
Start service requestTransfer service
Use the transfer service path from EPWater. Include account number, service address and detailed request information.
Transfer serviceStop service
Use the stop service path. EPWater says a deposit fee applies to the first bill for new accounts.
Stop service requestWhat Is Included on an El Paso Water Bill?
| Bill area | What it means | Practical check | Official link |
|---|---|---|---|
| Water use | Meter readings, dates of service and water used in CCF units and gallons. | Compare use with the 13-month history before assuming an error. | Understand your bill |
| Wastewater | Wastewater minimum and commodity charges are separate from water usage. | Look for Average Winter Consumption if sewer seems high. | Rates and fees |
| Stormwater | Stormwater charges are based on impervious area for residential properties. | Check property-size category, not just water usage. | Stormwater rates |
| Environmental Services | EPWater bills and collects for the City of El Paso Environmental Services Department only. | For trash or recycling service issues, call 915-212-6000. | ESD billing note |
| AguaCares donation | The bill may include a donation option for customers facing hardship. | Do not confuse a donation option with a required fee. | AguaCares |
| Leak protection | ServLine leak protection appears as a monthly charge for enrolled eligible customers. | Know whether you are enrolled or opted out before a leak happens. | Leak protection |
2026 EPWater Rates, AWC and Deposit Rules
Average Winter Consumption
AWC is based on the most recent December, January and February billing periods.
Read AWC ruleSingle-family deposit
The water bill guarantee deposit table lists $75 for a single-family residence.
See deposit tableSet-up fee
EPWater lists no charge for new customers to set up service with El Paso Water.
Confirm setup fee| Rate / fee item | Official amount or rule | What users should understand |
|---|---|---|
| Less than 1-inch water minimum, 1 CCF or less | $8.27 | Minimum charge depends on meter size and usage level. |
| Less than 1-inch water minimum | $11.82 | Up to 5 CCF are included in the minimum charge for residential customers. |
| Inside-city Block 1 water | $3.92 per CCF over 5 CCF to 150% of AWC | Winter use affects future tier calculation. |
| Inside-city Block 2 water | $9.26 per CCF over 150% to 250% of AWC | Outdoor use and leaks can push you into higher tiers. |
| Inside-city Block 3 water | $13.24 per CCF over 250% of AWC | Very high usage becomes expensive quickly. |
| Wastewater commodity charge | $4.86 per CCF | Calculated based on 90% of AWC over the included allowance. |
| Outside city limits | 1.15 times inside-city rate | Check service location before comparing with another customer. |
High El Paso Water Bill Checklist Before You Pay or Dispute
Inside the home
- Running toilet or bad flapper.
- Faucet, tub, shower or under-sink leak.
- Water heater leak or overflow line.
- Ice maker, humidifier or washing-machine line.
Outside in El Paso
- Irrigation on wrong day or too long.
- Drip line break under rock or desert landscaping.
- Pool filling or new landscape establishment.
- Water flowing into the street.
Meter and bill checks
- Compare 13-month usage history.
- Check CCF and gallons on bill.
- Watch the leak indicator on the meter.
- Check if a new advanced meter was installed.
High-bill call script
Leak Adjustment and ServLine Leak Protection
Check if the leak may qualify
EPWater’s leak adjustment rules focus on hidden leaks such as behind a wall, underground or under foundation, and consumption must increase by more than 10 CCF.
Read eligibilityRepair first and document
Provide date, leak details, repair description, high-bill date range and proof that consumption dropped back toward normal.
Submit adjustment requestRequest within the timing window
EPWater says to submit an email request within 60 days of the repair for the water leak adjustment process.
See request stepsKnow ServLine protection
Eligible customers are automatically enrolled in ServLine leak protection unless they opt out. Residential fee listed: $1.59 per month.
ServLine detailsAguaCares, AguaRepairs and Payment Help
AguaCares
AguaCares may provide up to a $250 credit for eligible EPWater customers facing hardship and at risk of disconnection.
Apply / check fundingAguaRepairs
AguaRepairs focuses on residential plumbing leak repairs in homes owned by EPWater customers and is managed by Rebuilding Together El Paso.
AguaRepairs infoPayment plan / arrangement
Use EPWater’s request path for payment plan or payment arrangement requests, or call customer service.
Request payment helpEl Paso Watering Rules, Blue Hanger and Water Waste
| Rule / issue | Official EPWater detail | What to do | Official link |
|---|---|---|---|
| Even-number address | Permitted watering days: Tuesday, Thursday or Saturday. | Set irrigation controller to allowed days only. | Ordinance details |
| Odd-number address | Permitted watering days: Wednesday, Friday or Sunday. | Do not copy a neighbor’s schedule unless address parity matches. | Watering rule |
| April 1–September 30 | Watering is prohibited between 10am and 6pm. | Use early morning or evening windows outside the prohibited hours. | Time restriction |
| Leaks | Leaks need to be repaired within five working days. | If you cannot repair within five working days, call for review / extension guidance. | Leak repair rule |
| Water waste report | Report water waste by form or by calling 915-594-5508. | Provide location, time and type of violation. | Report water waste |
Report Water Outage, Main Break, Sewer Overflow or Stormwater Problem
Emergency phone
For main breaks, water quality issues, sewer overflows or stormwater issues, call 915-594-5500 and press 5.
Report emergencyWater issue
The emergency form includes high/low pressure, water outage, dirty water, street/alley leak, meter leak, valve leak and hydrant leak.
Water emergency formSewer or stormwater issue
Use the same emergency path for sewer overflowing, sewer backup, sewer odor, loose manhole cover, street flooding or pond issue.
Sewer / stormwater formEPWater Map and Visit Planning
Many bill tasks can be completed online or by phone. If you plan to visit an EPWater location, call 915-594-5500 first to confirm the correct office, documents and whether the task can be handled online. The main EPWater office address used in several official contact and development pages is 1154 Hawkins Blvd., El Paso, TX 79925.
Bring or prepare
Bill, account number, service address, ZIP code, EPWater PIN, photo ID if requested, payment confirmation, leak repair proof, and request details.
Ask before ending the call
“Is my account current, did my payment post, does any disconnect risk remain, and is there any returned-payment, leak, ESD or stormwater item still pending?”
Use online first
Payments, service requests, payment arrangements, leak adjustments and emergency forms are available through EPWater’s online tools.
Official El Paso Water Links Used in This Guide
El Paso Water Bill FAQ
How do I pay my El Paso Water bill online?
Use the official My Account portal at myaccount.epwater.org. You can log in for full account access or use limited guest payment options. Online payments generally post within 1 hour and have no service fee.
What phone number do I call to pay an EPWater bill?
Call 915-594-5500, select your language, then choose option 1 for phone payment. Phone payments can be made 24 hours a day, 7 days a week, including holidays.
What information do I need for EPWater phone payment?
For card payment, prepare your EPWater account number or registered phone number, EPWater PIN, service address ZIP code, amount, card expiration, billing ZIP and security code. For checking payment, prepare account number, service ZIP code, amount, routing number and checking account number.
Is there a fee to pay online or by phone?
EPWater says there is no service fee to make a payment through IVR or online. A $25 returned check fee applies for electronic payment returns.
What happens if I received a disconnect notice?
If you received a disconnect notice or service has been disconnected, EPWater says you must pay in full for automatic service restoration. Payments received Monday through Friday from 7:30am to 7pm can restore service the same day; after-hours or weekend payments restore the following business day.
Where do I mail an El Paso Water payment?
Mail check or money order payments to El Paso Water, P.O. Box 511, El Paso, TX 79961-0511. Mailed payments post in 1 to 2 business days after receipt.
How do I request a payment plan?
Use EPWater’s Contact Us request path for Payment Plan or Payment Arrangements, or call customer service at 915-594-5500. Include your service address, account number and a detailed message.
Can I get help paying an El Paso Water bill?
AguaCares may provide up to a $250 water-bill credit to eligible EPWater customers facing financial hardship and at risk of disconnection. Eligibility, documentation and funding availability must be checked on the official assistance page.
How do I request a leak adjustment?
Repair the leak, gather details and proof, and submit a request within 60 days of the repair. EPWater’s standard leak adjustment focuses on hidden leaks that increase consumption by more than 10 CCF and may cover up to two consecutive monthly bills.
What are El Paso watering days?
Even-numbered addresses may water Tuesday, Thursday or Saturday. Odd-numbered addresses may water Wednesday, Friday or Sunday. From April 1 to September 30, watering is prohibited between 10am and 6pm.