DeKalb County Water Service Help Center: Pay, Dispute, Start Service & Report Emergencies
This guide is for DeKalb County water and sewer customers who need to pay a bill, register in the new portal, use Quick Pay, understand 2026 rates, dispute a high bill, start service, or report a water main break, sewer backup, no-water issue or water quality problem.
Use the action cards first. Each step includes the official DeKalb County link, phone number, email or mailing address exactly where a customer needs it, so the page solves the task without forcing extra searching.
Fast answer: DeKalb County water/sewer bills can be paid online through the official Customer Portal, by phone at 404-371-6294, in person at 4572 Memorial Drive, Suite 200, Decatur, GA 30032, or by mail to DeKalb County Finance, PO Box 71224, Charlotte, NC 28272-1224.
If the bill looks wrong: file the dispute before the due date using the official Water Billing Dispute Request Form or email customerassurance@dekalbcountyga.gov. Pay the undisputed portion by the due date to avoid late charges or disconnection.
DeKalb County Water Bill Quick Facts
DeKalb Water Bill Action Board: Click the Right Official Step
Start here. Each card gives the task, the official link or phone number, and the mistake to avoid.
I want to pay now
Use the official customer portal or Quick Pay. Have the new DeKalb water billing account number from the recent bill ready.
Open portal / Quick PayI need the full account portal
Register to view/pay bills online, view Smart Meter consumption, review payment history, analyze usage and add multiple accounts.
Register / log inMy bill looks wrong
File the official dispute before the bill due date. Include service address, account number, phone number, billing periods and amount in dispute.
File disputeI need payment arrangements
Call Customer Service at 404-378-4475 if the resolved balance is due or you need to ask about account arrangements.
Call 404-378-4475I have a water/sewer emergency
Use the 24-hour emergency line for water main breaks, sewer backups, no water service and water quality issues.
Call 770-270-6243I am starting new service
Use the portal’s online Application for New Service or the 2026 new service checklist. A non-refundable $20 application fee is listed on the rate sheet.
Apply for new serviceHow to Pay a DeKalb County Water/Sewer Bill
| Payment method | Use when | What to prepare | Official action |
|---|---|---|---|
| Customer Portal / Quick Pay | You want the fastest online payment or account access. | New account number from recent DeKalb bill and payment method. | Open DeKalb portal |
| Phone payment | You prefer payment by phone. | Account number, amount, payment method and confirmation note. | Call 404-371-6294 |
| In person | You need direct help, receipt, account review or documents. | Bill, ID, account number, payment proof and any dispute/leak evidence. | 4572 Memorial Drive, Suite 200, Decatur, GA 30032 |
| You are not close to a due date or shutoff deadline. | Bill stub/check and correct account number. | DeKalb County Finance, PO Box 71224, Charlotte, NC 28272-1224 | |
| Billing Customer Service | You need help with account number, payment arrangements, bill review or dispute status. | Service address, billing account number and phone number. | Call 404-378-4475 |
DeKalb Customer Portal: New Account Number, Quick Pay and Smart Meter Tools
New portal login
DeKalb launched a new customer water billing system. Customers need the updated account number to register or use payment tools.
Open portalUsage and history
Portal tools include online bill payment, Smart Meter consumption data, transaction/payment history, usage analysis and multiple-account profiles.
Sign up / log inNeed account number?
If you do not have the new account number, request help by email at dekalbwaterservice@dekalbcountyga.gov or call 404-378-4475.
Email account-number help2026 DeKalb County Water and Sewer Rates: What Matters on the Bill
The 2026 rate sheet is effective January 1, 2026. Rates are based on volume metered and are shown per 1,000 gallons consumed. Meter size and septic status can change the final bill.
| Charge type | 2026 official amount | What it means | Action |
|---|---|---|---|
| Water Tier 1, ¾” meter | $2.77 per 1,000 gallons, 0–2,000 gallons | Lowest usage tier for common residential meter size. | Open rates page |
| Water Tier 2, ¾” meter | $3.95 per 1,000 gallons, 2,001–10,000 gallons | Middle usage range for many households. | Check current rates |
| Water Tier 3, ¾” meter | $5.90 per 1,000 gallons, 10,001–20,000 gallons | Higher usage tier; often where leaks, irrigation or large households become expensive. | Check Smart Meter usage in portal. |
| Water Tier 4, ¾” meter | $10.36 per 1,000 gallons, over 20,001 gallons | Very high usage tier; investigate leaks, irrigation, running toilets and outdoor use. | Use high-bill checklist |
| Sewer commodity | $14.54 per 1,000 gallons | Sewer can be the largest part of a combined water/sewer bill. | Check septic status or retained-water options if applicable. |
| Readiness-to-serve | ¾” water $3.64; ¾” sewer $8.84 | Base service availability charge, even with low usage. | Do not compare usage only; base charges still apply. |
Simple DeKalb Water/Sewer Bill Estimator
This is a planning tool for a common ¾” residential meter. It does not replace the official bill because actual charges can include prior balances, fees, deposits, adjustments, different meter sizes, irrigation, septic status or account-specific items.
Calculator uses 2026 ¾” residential water tiers, $14.54 sewer per 1,000 gallons, $3.64 water readiness fee and $8.84 sewer readiness fee.
High DeKalb Water Bill: Check These Before Paying or Disputing
Inside leak check
- Running toilet or failed flapper.
- Water heater leak or relief valve.
- Faucet, tub, washing machine or ice-maker line.
- Basement/crawlspace pipe leak.
Outdoor use check
- Irrigation schedule changed.
- Hose left on.
- Pool filling or pressure washing.
- Wet soil near meter or service line.
Portal usage check
Use the customer portal to view Smart Meter consumption data and analyze/download water usage before calling or filing a dispute.
Check usage in portalHow to Dispute a DeKalb County Water Bill
File before the due date
DeKalb says you must file the dispute before the bill due date to avoid late fees or disconnection.
Open dispute formInclude the required details
Provide service address, billing account number, contact phone, email, disputed billing periods, amount in dispute and explanation.
Email dispute detailsPay the undisputed part
You do not have to pay the disputed amount during review, but you still need to pay the portion not in dispute by the due date.
Pay undisputed partTrack the deadlines
DeKalb says it will acknowledge receipt within 10 business days. After resolution, pay the adjusted balance within 10 calendar days or call 404-378-4475 to arrange payment.
Call Customer ServiceDispute email starter
Past Due DeKalb Water Bill or Disconnection Risk
A late or disputed bill needs two tracks: payment protection and account documentation. Do not rely only on a verbal promise if service is at risk.
Call before shutoff
Call Customer Service at 404-378-4475 and ask whether the account is at risk, what amount is required, and whether a payment arrangement is available.
Call 404-378-4475Get proof
Save the payment confirmation, staff name, date, reference number, dispute confirmation, and any payment-plan instructions.
Open payment portalIf under dispute
Pay the undisputed portion and keep the dispute record. Failure to pay undisputed charges can still cause late charges and disconnection.
Review dispute ruleWater Main Break, Sewer Backup, No Water or Water Quality Issue
Call the 24-hour emergency line
Use 770-270-6243 for water main breaks, sewer backups, no water service and water quality issues.
Call 770-270-6243Email operations if useful
For non-phone documentation, use dekalbwaterops@dekalbcountyga.gov with location, photos, timing and issue details.
Email Water OpsGive exact location
Report closest address, cross street, whether water is in the road/yard/basement, whether sewage is backing up, and whether pressure is gone.
Emergency services pageProtect your evidence
Take photos, record time, keep plumber invoices and save County reference numbers if the event may affect your bill or property.
Use dispute steps if billedStart New DeKalb Water/Sewer Service
| New-service step | What DeKalb customers should know | Official action |
|---|---|---|
| Apply online | The customer portal links to an online Application for New Service. | Start in portal |
| Use the checklist | The 2026 checklist says new service applications may need supporting documents depending on the property and applicant type. | Open 2026 checklist |
| Application fee | The 2026 rate sheet lists a $20 non-refundable application fee for new accounts or billing changes. | Check rate sheet |
| Need help? | For new account number or service questions, email dekalbwaterservice@dekalbcountyga.gov or call 404-378-4475. | Email service help |
Save Water, Reduce Sewer Shock and Use DeKalb Customer Programs
Free conservation kit
DeKalb says free Custom Water Conservation Kits include a low-flow shower head, bathroom faucet aerators, leak detection tablets and household conservation tips.
Customer programsToilet rebate / upgrades
Special programs may include rebates for residential customers who upgrade toilets. Check active eligibility before buying fixtures.
Special programsIrrigation / retained water
Large outdoor users should ask about irrigation metering or retained-water credit rules because sewer charges can make outdoor usage expensive.
Review program optionsDeKalb County Water Billing Office Map and Visit Plan
Use this map for Utility Customer Operations at 4572 Memorial Drive, Suite 200, Decatur, GA 30032. Bring the bill, account number, ID, payment method, proof of payment, dispute documents, leak photos, plumber invoice and any new-service documents.
Best phone first
Call 404-378-4475 before visiting if your issue is a dispute, payment arrangement, new account, high bill or account-number problem.
Payment address
Mail payments to DeKalb County Finance, PO Box 71224, Charlotte, NC 28272-1224.
Emergency is separate
For main breaks, backups, no water or water quality issues, call 770-270-6243 instead of waiting for the billing office.
Official DeKalb County Water Bill Links Used in This Guide
DeKalb County Water Bill FAQ
How do I pay my DeKalb County water bill online?
Use the official DeKalb County Water Service customer portal at myaccount.dekalbcountyga.gov. The portal includes login, Quick Pay, sign-up and new-service application options.
What is the DeKalb County water bill phone payment number?
The Services & Billing page lists 404-371-6294 for pay-by-phone water/sewer bill payment.
What is the customer service number for DeKalb water billing?
Call 404-378-4475 for billing questions, payment arrangements, account number help, new service questions or dispute follow-up.
Where is the DeKalb water billing office?
Utility Customer Operations is listed at 4572 Memorial Drive, Suite 200, Decatur, GA 30032.
Where do I mail a DeKalb County water bill payment?
Mail payments to DeKalb County Finance, PO Box 71224, Charlotte, NC 28272-1224. Do not use mail if your account is close to disconnection.
How do I dispute a DeKalb water bill?
Use the official Water Billing Dispute Request Form, mail the dispute to Utility Customer Operations, or email customerassurance@dekalbcountyga.gov. File before the due date and include service address, billing account number and phone number.
Do I have to pay a bill while it is under dispute?
DeKalb says customers are not responsible for paying the disputed amount while the bill is in dispute, but they must pay the part that is not in dispute by the due date.
What is the DeKalb 24-hour water emergency number?
Call 770-270-6243 for water main breaks, sewer backups, no water service and water quality issues.
Why is my DeKalb water bill high?
Common causes include running toilets, irrigation, outdoor leaks, higher household use, a service-line issue, meter-reading changes, sewer charges or prior balances. Check Smart Meter usage in the portal before disputing.
How do I start new DeKalb County water service?
Use the customer portal’s online Application for New Service and review the 2026 new-service checklist. The 2026 rate sheet lists a $20 non-refundable application fee for new accounts or billing changes.