DeKalb Water Bill Help for Payments, High Bills, New Service and Emergencies
This guide is built for DeKalb County water and sewer customers who need the exact next step: pay online, use Quick Pay, register with the new account number, dispute a high bill, start service, report no water, or understand 2026 rates.
Each action section includes the official county link or phone number beside the step, so users can move from reading to solving the problem without digging through multiple county pages.
Fast answer: DeKalb County water/sewer customers can pay through the official My Account portal, pay by phone at 404-371-6294, visit 4572 Memorial Drive, Suite 200, Decatur, GA 30032, or mail payment to DeKalb County Finance, PO Box 71224, Charlotte, NC 28272-1224.
High bill or wrong bill? File a dispute before the due date. DeKalb says disputed amounts do not have to be paid while under review, but the undisputed portion must still be paid by the due date to avoid late charges or disconnection.
DeKalb Water Bill: 10 Quick Attributes With Answers
DeKalb Water Bill Action Board: Click the Right Official Step
Start here. These cards match the real searcher intent: pay, fix login, dispute, new service, emergency, or bill reduction.
I need to pay now
Use the official My Account portal. You can log in, use Quick Pay, view bills, review transactions and track usage.
Open payment portalI cannot register or find the new account number
DeKalb changed water billing account numbers. Request the new number by email or call Customer Service if it is not on your bill.
Read new portal noticeMy bill looks wrong
File the dispute before the due date. Include service address, account number, phone number and the billing periods disputed.
File disputeI need payment help
Call 404-378-4475 to ask about payment arrangements. Also check active assistance and special programs before the due date.
Check programsI have no water, sewer backup or water quality issue
Use the 24-hour emergency line for water main breaks, sewer backups, no water service and water quality issues.
Call 770-270-6243I need new water/sewer service
Start the online new service application or use the official 2026 application checklist for documents, office hours and contacts.
Start new serviceHow to Pay a DeKalb County Water Bill Online
The new portal is more than a payment screen. DeKalb says users can view and pay bills, see smart-meter consumption data, review transactions, analyze/download usage and add multiple accounts.
Open the official portal
Use the DeKalb County My Account portal. Avoid search ads and copied payment pages.
Open My AccountHave the most recent bill ready
The portal tells customers to have the most recent bill handy before registration.
Register accountUse Quick Pay for a simple payment
Quick Pay is useful when you just need to pay and do not want to manage full portal settings.
Use Quick PaySave payment proof
Keep the confirmation number, amount, date, account number and screenshot until the portal shows the transaction.
County bill pay pageNew Portal, New Account Number and Paperless/ACH Issues
| Problem | What DeKalb says | What to do | Official link |
|---|---|---|---|
| Old login does not work | Customers need to register for the new customer payment portal with a new account number. | Use the new portal and the updated account number from your latest bill. | Portal |
| Do not know the new account number | Customers can request it by email or call Customer Service. | Email dekalbwaterservice@dekalbcountyga.gov or call 404-378-4475. | New billing notice |
| Paperless billing disappeared | Customers previously enrolled in paperless billing need to enroll again to access the new portal. | Register and recheck notification/paperless settings. | Sign up |
| ACH payment problem | Customers enrolled in ACH payments may need to allow the new payment processor, Chase Payment Tech. | Contact your bank if ACH payments fail or are blocked. | Processor note |
| Late fee due to new number access | The county said it would waive late fees for customers who had difficulty accessing the system due to new account numbers. | Call 404-378-4475 and explain the new-account-number issue clearly. | Late fee note |
Pay by Phone, Visit the Office or Mail a DeKalb Water Bill Payment
2026 DeKalb Water and Sewer Rates Users Should Understand
The 2026 rate sheet says charges are based on metered water volume, with tiered conservation rates per 1,000 gallons consumed. Sewer is separate, and readiness-to-serve fees are monthly base charges for availability of service.
| Charge type | 2026 rate detail | Plain-English meaning | Why it matters |
|---|---|---|---|
| Water Tier 1, ¾-inch meter | 0–2,000 gallons: $2.77 per 1,000 gallons | Lowest usage block. | Small households with low usage mostly stay here. |
| Water Tier 2, ¾-inch meter | 2,001–10,000 gallons: $3.95 per 1,000 gallons | Normal household usage often moves into this block. | A leak can push usage past this fast. |
| Water Tier 3, ¾-inch meter | 10,001–20,000 gallons: $5.90 per 1,000 gallons | Higher-use block. | Seasonal irrigation and leaks matter more here. |
| Water Tier 4, ¾-inch meter | Over 20,001 gallons: $10.36 per 1,000 gallons | Highest listed conservation block. | Unexpected Tier 4 usage deserves immediate leak review. |
| Sewer | $14.54 per 1,000 gallons | Sewer can be a major part of the total bill. | Outdoor leaks and irrigation can still create sewer-bill shock unless a qualifying program applies. |
| Readiness to serve | ¾-inch: water $3.64, sewer $8.84 | Base charges apply even before usage charges. | Very low-use bills may still have base charges. |
| Septic property | No sewer charges are applied to customers with septic tanks. | Sewer billing depends on service type. | Check your account if you believe sewer is incorrectly charged. |
Simple 2026 DeKalb Water/Sewer Bill Estimator
This calculator is for planning only. It uses common ¾-inch residential-style 2026 figures shown in the rate sheet and does not replace the official bill.
Estimator uses water tier rates, ¾-inch water readiness fee, sewer usage rate and ¾-inch sewer readiness fee. It excludes taxes, penalties, credits, adjustments, deposits, service fees and non-standard meters.
High DeKalb Water Bill Checklist Before You Dispute
A useful high-bill page must tell the user what to check before filling out the form. These are the checks that can change the outcome of a dispute or payment plan call.
Inside leak checks
- Toilet flapper running silently.
- Faucet, shower or tub drip.
- Water heater leak.
- Ice maker or humidifier line leak.
- Basement or crawlspace wet area.
Outside usage checks
- Irrigation timer changed.
- New sod or lawn watering.
- Pool fill or pressure washing.
- Hose bib left open.
- Wet meter box or yard spot.
Portal checks
- Compare smart-meter usage.
- Download usage history.
- Check transaction history.
- Confirm new account number.
- Save screenshots for dispute.
High-bill call script
How to Dispute a DeKalb Water Bill Without Making the Situation Worse
File before the due date
DeKalb says the dispute must be filed before the bill due date to avoid late fees or service disconnection risk.
Open dispute formInclude the required identity details
Use service address, billing account number, valid phone number, email, disputed billing period and disputed amount.
Email customer assurancePay the undisputed part
While the disputed amount is under review, DeKalb says the customer still must pay the non-disputed portion by the due date.
Pay undisputed partWatch the 10-day windows
DeKalb says it acknowledges filed disputes within 10 business days. After resolution, pay the adjusted balance within 10 calendar days or set up a payment plan.
Call 404-378-4475| Dispute method | Where to send it | Best use |
|---|---|---|
| Online | Water Billing Dispute Request Form | Fastest way to create a record when the due date is close. |
| customerassurance@dekalbcountyga.gov | Useful when sending photos, screenshots, repair receipts or a written explanation. | |
| DeKalb County Utility Customer Operations, Attn: Customer Service, 4572 Memorial Drive, Suite 200, Decatur, GA 30032 | Use only when timing allows; keep copies of everything. |
Payment Plan, Hardship and Assistance Steps
If the balance is real but unaffordable, the goal is to act before late charges or disconnection. Start with DeKalb Customer Service, then check assistance and conservation programs.
Ask about a plan
After dispute resolution, DeKalb says customers can call 404-378-4475 to set up a payment plan.
Call Customer ServiceAsk about current assistance
Water assistance programs can change by funding. Ask Customer Service what is currently active before the due date.
Customer programsLower future use
The toilet rebate program may help eligible customers replace old toilets with WaterSense models.
Special programsStart New DeKalb Water/Sewer Service
The My Account portal includes an online application for new service. DeKalb’s 2026 service application materials list Utility Customer Operations at 4572 Memorial Drive, Suite 200, Decatur, GA 30032.
Start online
Use the My Account portal and select the online Application for New Service.
Start applicationPrepare the 2026 application details
The 2026 application lists phone 404-378-4475, fax 404-687-3504, and email newwaterservice@dekalbcountyga.gov.
Open 2026 application PDFBudget for application fee
The 2026 rate sheet lists a non-refundable $20 application fee for new accounts or billing changes.
Check rate sheetUse the correct hours
The 2026 application lists office hours 8:00am–5:00pm Monday–Friday, excluding legal holidays, and phone hours 7:00am–7:00pm Monday–Friday.
Services pageNo Water, Sewer Backup, Main Break or Water Quality Problem
Do not use the normal billing path for active emergencies. DeKalb lists a 24-hour emergency line and email for water operations.
Report main breaks
Use the emergency line for water main breaks and active water service problems.
Emergency detailsSeptic, Irrigation, Pool Fill and Sewer-Charge Questions
Many “high water bill” complaints are really sewer-charge questions. DeKalb’s program pages explain when sewer may not apply or when a credit-style program may help.
Septic customers
DeKalb says no sewer charges are applied to customers who have septic tanks. If your account shows sewer but you believe you are septic, ask for review.
Billing explanationIrrigation-heavy users
The Wastewater Retainage Credit Program may help when less water returns to the sewer system than is consumed.
Retainage programPool fill
DeKalb says residential customers may be eligible for one adjustment per year for filling a private pool, based on pool volume.
Special programsDeKalb Water Rebates and Special Programs That May Reduce Future Bills
| Program | Who it helps | Official details to know | Action link |
|---|---|---|---|
| Toilet Retrofit Rebate | Residential water customers with older toilets. | Rebates apply when replacing older toilets of 1.6 gallons per flush or more. Limit up to 3 toilets per household, property owners only. | Program page |
| $50 rebate | WaterSense toilet using 1.28 gallons per flush or less. | Must be approved WaterSense model and original documents are required. | Check rules |
| $100 rebate | WaterSense toilet using 1.1 gallons per flush or less. | Dual flush toilets must average 1.28 gallons per flush or less to qualify. | Apply steps |
| Wastewater Retainage Credit | Customers whose water use is not fully returned to sewer. | May apply for irrigation, manufacturing, boilers, pool fills or qualifying garden watering situations. | Retainage details |
DeKalb Utility Customer Operations Map and Visit Plan
Use this for in-person billing help, account questions, new-service documents, dispute paperwork, or payment questions.
Bring
Most recent bill, account number, service address, ID, payment proof, dispute documents, repair receipts and photos if relevant.
Ask
“Is my account current, is anything in dispute, and is any payment plan or disconnection risk active?”
Best timing
Go early in the day if the issue is urgent. Do not wait until the due date afternoon for a dispute or service problem.
Official DeKalb Water Bill Links Used in This Guide
DeKalb Water Bill FAQ
How do I pay my DeKalb County water bill online?
Use the official DeKalb County My Account portal. You can log in, use Quick Pay, view bills, review payment history, check smart-meter consumption and manage multiple accounts.
What phone number do I call to pay a DeKalb water bill?
DeKalb lists 404-371-6294 for phone payments. For billing questions or payment arrangements, use Customer Service at 404-378-4475.
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 water bill payment?
Mail payments to DeKalb County Finance, PO Box 71224, Charlotte, NC 28272-1224. Do not mail last-minute payments when a due date or disconnection risk is close.
Why can’t I log into the DeKalb water bill portal?
DeKalb launched a new billing system with new account numbers. Register with the new account number from your latest bill, or request the number by emailing dekalbwaterservice@dekalbcountyga.gov or calling 404-378-4475.
Does DeKalb charge customer fees for online or phone water bill payments?
DeKalb’s new billing system announcement says there are no customer fees for submitting payments online or by phone.
How do I dispute a DeKalb water bill?
File the Water Billing Dispute Request Form before the bill due date. Include your service address, billing account number, phone number, disputed billing period, disputed amount and explanation.
Do I have to pay while my DeKalb water bill is in dispute?
DeKalb says customers do not have to pay the disputed amount while it is under review, but they must pay the undisputed portion by the due date to avoid late charges or service disconnection.
What is the emergency number for no water or sewer backups?
Call the 24-hour DeKalb emergency line at 770-270-6243 for water main breaks, sewer backups, no water service and water quality issues.
What are the 2026 DeKalb water and sewer base charges for a ¾-inch meter?
The 2026 rate sheet lists a ¾-inch readiness-to-serve charge of $3.64 for water and $8.84 for sewer. Usage charges are separate and depend on metered gallons.