Rowlett Utility Bill Help Center for Water, Sewer, Trash, Drainage & Payment Problems
This guide helps City of Rowlett utility customers pay a water bill, use Paymentus, set up recurring ACH or card payments, avoid drop-box timing mistakes, request an extension before disconnection, start or transfer service, check AMI hourly water usage, and understand current water/sewer rates.
The most important rule: after service has already been interrupted for non-payment, Rowlett says no payment arrangements or extensions are allowed. Act before that point if you need time or assistance.
Fast answer: Rowlett water, sewer, trash and drainage bills can be paid online through the City’s Paymentus portal, by IVR phone at 844-238-8997, by mail, by drop box, or in person at the Utility Customer Service Center at 6602 Dalrock Road, Rowlett, TX 75089. For account questions, call 972-412-6105 Monday–Friday, 7:30 a.m.–5:30 p.m.
Disconnection warning: if service is already interrupted, all past-due amounts plus the $27.50 disconnection fee must be paid in full. Payments after 5:30 p.m. do not result in same-day reconnection.
Rowlett Water Bill: 10 Quick Facts
Rowlett Water Bill Action Board
Choose the situation first. The official action link or number is inside each card.
I need to pay now
Use Paymentus for online payments. It supports one-time payments and recurring payment setup.
Open PaymentusI need phone payment
Use the automated IVR at 844-238-8997 for credit card, debit card or e-check payments.
Call IVRI am close to disconnection
Call before interruption and ask about an extension. Once service is interrupted, no arrangements or extensions are allowed.
Call 972-412-6105My service is already disconnected
Pay the full past-due balance plus fees, then call or email the billing office. Do not use drop boxes for interrupted service.
Email payments@rowlett.comI need new or transferred service
Use the new residential/commercial service application or transfer application. Transfers are assessed a $25 service fee.
Start / transfer serviceMy bill looks high
Create an AMI profile to view hourly consumption, set alerts and catch leaks before they create a bigger bill.
Create AMI profileHow to Pay a Rowlett Water Bill
| Payment method | Official Rowlett detail | Best for | Official action |
|---|---|---|---|
| Paymentus online | Rowlett uses Paymentus for online City utility bill payments, one-time payments and recurring payment setup. | Fast online payment, recurring card/ACH setup, payment tracking. | Pay online |
| IVR phone payment | Call 844-238-8997 to pay by Visa, MasterCard, Discover or checking account. | Automated phone payment without visiting the office. | Call IVR |
| Mail or phone address: City of Rowlett, P.O. Box 660054, Dallas, TX 75266-0054. | Non-urgent check payments. | Mailing instructions | |
| Drop box | Drop boxes are at City Hall, 4000 Main St., and the Utility Customer Service Center drive-thru at 6602 Dalrock Rd. | After-hours check/drop payment when the account is not already interrupted. | See map |
| In person | Pay by cash, credit card or check at the Utility Customer Service Center during regular business hours. | Receipt, account issue, payment confirmation or customer service help. | Office details |
Recurring ACH, Recurring Card and Payment Posting
Recurring credit card
Paymentus is the only option listed by the City for customers who want recurring credit card payments.
Set up in PaymentusRecurring ACH
Paymentus supports recurring ACH payments. The City also lists an office ACH option using a voided check or bank ACH letter.
ACH detailsDue-date draft
If you choose the recurring ACH option through the office, Rowlett says the account is drafted the same day as your due date.
Ask billing officePast Due, Extension, Disconnection and Reconnection Rules
| Situation | Rowlett rule | What to do | Official action |
|---|---|---|---|
| Bill becomes delinquent | Utility bills are billed monthly, due when rendered, and payable within 20 days from the billing date. | Pay before the delinquent point or call before service action. | Billing information |
| Need more time | Customers in danger of disconnection may request an extension of up to 10 calendar days if eligible and a Utility Payment Extension Agreement is completed. | Request before interruption. Extensions are limited to once every three months and four times in 12 months. | Extension rule |
| Service already interrupted | No payment arrangements or extensions are allowed once service has been interrupted. | Pay all past-due amounts and fees in full. | Disconnection information |
| Reconnection after non-payment | All past-due amounts plus the $27.50 disconnection fee must be paid in full. | After payment, call 972-412-6105 or email payments@rowlett.com. | Email payment proof |
| Payment after 5:30 p.m. | Payments made after 5:30 p.m. will not result in same-day reconnection; service is restored next business day. | Email payments@rowlett.com after late payment, but expect next-business-day restoration. | Online payment notice |
| After-hours non-emergency call | After-hours emergency number is not for non-payment restoration. Non-emergency calls may trigger a $50 fee. | Use after-hours only for real water/sewer emergencies. | Emergency only |
Past-due call script
Start, Transfer or Connect Utility Service
New residential customer
Use the New Residential Service Application if you are new to Rowlett and need to initiate utility service.
Starting Utility ServiceCommercial customer
Use the New Commercial Service Application for business utility service setup.
Commercial serviceTransfer within Rowlett
Existing customers moving from one Rowlett address to another use the Transfer of Service Application. Transferred accounts are assessed a $25 service fee.
Transfer service| Service setup item | Official detail | Practical warning |
|---|---|---|
| Letter of Credit | Deposit may be waived if the City receives a letter from a previous utility company within three business days showing good payment history for the most recent 12 months. | If not received within three business days, the deposit is billed on the first month’s bill. |
| Missed appointment | A missed appointment time is charged an additional $25 service fee. | Make sure someone can access the property if needed. |
| After-hours connection | Service connection outside normal business hours of 7:30 a.m.–5:30 p.m. is assessed a $50 after-hours fee. | Schedule during regular hours when possible. |
2-Factor Identity Protection: What Rowlett May Ask For
Starting March 1, 2025, Rowlett Utility Customer Service requires 2-factor authentication for transactions except general inquiries. Prepare the right identity details before calling.
To verify your account
- Name and service address or account number.
- Driver’s license or state ID.
- Tax ID, if applicable.
- Last four digits of Social Security number.
- Authorized-user note if someone else must discuss the account.
Why this matters
If you want a spouse, property manager, tenant, realtor or family member to discuss billing matters, contact the City to add authorization. Without that, the office may only discuss billing details with the account holder.
Read utility billing noticeUse Rowlett AMI to Catch Leaks Before the Bill Spikes
Create your AMI profile
Rowlett water customers can create an AMI profile at rowlett.com/AMI.
Create AMI profileReview hourly usage
The system reads every hour, letting customers track usage patterns instead of waiting for the next monthly bill.
AMI overviewSet alerts
Set alerts to catch possible leaks, especially overnight continuous usage, before the leak becomes expensive.
Set usage alertsUnderstand 100-gallon increments
AMI may not register a single shower or dishwasher cycle immediately because usage is recorded in 100-gallon increments.
AMI FAQRowlett Water and Sewer Rates Effective October 1, 2025
Use this as a bill-reading guide. The actual bill can also include trash, drainage, pavement fees, prior balances, late fees or service fees.
| Charge type | Residential amount | What it means | Official source |
|---|---|---|---|
| Water base fee, meter under 1 inch | $23.65 monthly | Fixed water charge before usage tiers. | Water Service |
| Water usage: 0–3,000 gallons | $4.44 per 1,000 gallons | Lower residential tier for basic use. | Water rates |
| Water usage: 3,001–15,000 gallons | $7.21 per 1,000 gallons | Middle residential tier. | Water tiers |
| Water usage: 15,001+ gallons | $9.00 per 1,000 gallons | Higher tier intended to discourage heavy usage and cover peak demand. | High-use tier |
| Sewer base charge | $25.66 per residential account | Fixed monthly sewer charge regardless of usage. | Sewer Service |
| Sewer volume charge | $6.32 per 1,000 gallons | Residential sewer usage charge based on water consumption. | Sewer rates |
| Residential sewer cap | 10,000 gallons per month | Residential accounts are not billed sewer usage above 10,000 gallons monthly. | Sewer cap |
Rowlett Utility Bill Assistance and Local Help
Funding changes often, so call early and verify eligibility directly. Rowlett also suggests dialing 211 for local resources.
| Resource | Area listed by City | Phone / note |
|---|---|---|
| Rowlett Needy Children | Dallas County and Rockwall County | 972-463-3245 |
| Society of St. Vincent De Paul | Dallas County | 469-648-4357 |
| Salvation Army – Garland | Dallas / Rockwall area listing | 972-272-4531 |
| Texas Health and Human Services | Rockwall County listing | 972-771-8386 |
| 211 | Local resource referral | Dial 211 and ask for utility-bill assistance near Rowlett. |
After-Hours Water/Sewer Emergency and Winter Shutoff
After-hours emergency only
For water or sewer emergencies outside normal business hours, call 972-412-6201. The after-hours line is not intended for service restoration due to non-payment.
Call emergency lineBurst pipe / shutoff basics
Rowlett’s winter guidance says the meter box is usually in the front yard near the curb. Use proper tools, protect meter wiring, locate the main valve and turn it slowly 180 degrees until the holes match up.
Winter event informationLocal Rowlett Tips That Actually Help
For payment and disconnection problems
- Use Paymentus or official Rowlett pages, not a random third-party payment result.
- Do not use drop boxes after service has already been interrupted for non-payment.
- Call after payment if service was disconnected; payment alone may not trigger restoration fast enough.
- Request an extension before interruption, not after.
- Do not call the emergency line for non-payment restoration unless you want to risk the $50 non-emergency fee.
For high bills and usage spikes
- Create the AMI profile and set usage alerts.
- Look for overnight continuous usage in 100-gallon increments.
- Check toilets, irrigation, hose bibs, pool fill and water softener cycles.
- Remember sewer is based on water use but residential sewer usage is capped at 10,000 gallons.
- Compare water, sewer, trash, drainage and pavement fees separately.
Rowlett Utility Customer Service Map and Visit Plan
Use this map for the Utility Customer Service Center at 6602 Dalrock Road, Rowlett, TX 75089. Office hours are Monday–Friday, 7:30 a.m.–5:30 p.m.
Bring
Utility bill, account number, photo ID, payment method, service address, extension documents, Letter of Credit or proof of payment if relevant.
Ask before leaving
“Is my payment posted, is my account safe from disconnection, and do I need any extension or reconnection follow-up?”
City Hall drop box
City Hall drop box is at 4000 Main St., but the City says those payments are picked up twice a week, so place payment well ahead of due date.
Official Rowlett Water Bill Links
Rowlett Water Bill FAQ
How do I pay my Rowlett water bill online?
Use the City’s official Paymentus portal at ipn.paymentus.com/cp/crtx. It supports one-time payments, recurring card payments and recurring ACH setup.
What is the Rowlett utility billing phone number?
Call Utility Customer Service at 972-412-6105, Monday through Friday from 7:30 a.m. to 5:30 p.m.
How do I pay a Rowlett utility bill by phone?
Use the automated IVR payment system at 844-238-8997 for credit card, debit card and e-check payments.
Where do I mail a Rowlett water bill payment?
Mail payments to City of Rowlett, P.O. Box 660054, Dallas, TX 75266-0054.
Where is the Rowlett Utility Customer Service office?
The office is at 6602 Dalrock Road, Rowlett, TX 75089, near the Tom Thumb Shopping Center. Office hours are Monday through Friday, 7:30 a.m. to 5:30 p.m.
What happens if Rowlett water service is disconnected for non-payment?
All past-due amounts plus the $27.50 disconnection fee must be paid in full. No payment arrangements or extensions are allowed after service has already been interrupted.
Can I request a Rowlett payment extension?
Possibly, if service has not already been interrupted. Eligible customers may request an extension of up to 10 calendar days by completing a Utility Payment Extension Agreement. Extensions are limited and cannot be consecutive.
Who do I call for a water or sewer emergency after hours?
Call 972-412-6201 for after-hours water or sewer emergencies only. The after-hours number is not intended for non-payment restoration.
How can I check Rowlett water usage before a high bill gets worse?
Create an AMI profile at rowlett.com/AMI. The system reads hourly usage and lets customers set alerts that can help catch leaks before they create a larger bill.
What are Rowlett’s current residential water and sewer rates?
Effective October 1, 2025, residential water usage is tiered at $4.44, $7.21 and $9.00 per 1,000 gallons after the monthly base fee. Residential sewer has a $25.66 monthly base charge and $6.32 per 1,000 gallons, with sewer usage capped at 10,000 gallons per month for residential accounts.