Rowlett Utility Account & Payment Help
Need to pay a Rowlett water bill, set up Paymentus AutoPay, avoid a reconnection mistake, request a payment extension, start or transfer service, check AMI water usage, or report an after-hours water emergency? This guide gives the exact official steps customers need before paying or calling.
Do This First If You Just Want To Pay
Rowlett lists Paymentus as the online utility payment portal for one-time and recurring payments.
Open portalUse the automated IVR at 844-238-8997 for credit card or e-check payment.
Call IVRDo not use drop boxes. Pay full past-due amount and notify Utility Billing before 5:30 p.m. for same-day reconnection.
Call billingAfter-hours water/sewer emergency calls go to 972-412-6201. Non-emergency after-hours calls may create a $50 fee.
Emergency lineRowlett Water Bill Payment Options
| Payment method | Official detail | Best for | Do not miss |
|---|---|---|---|
| Online Paymentus portal | Rowlett offers the Paymentus customer portal for utility bill payments. Customers can make one-time payments, set recurring payments, and track payments by registering. | Fast online payment, AutoPay setup, recurring ACH, recurring card, and payment history. | Payments through Paymentus can take up to 2 business days to post to the account. |
| Automated phone / IVR | Call 844-238-8997. Rowlett says citizens can pay by credit card and e-check using the automated phone system. | Payment without logging in online. | Use Utility Billing for account questions, restoration, extensions, or payment posting issues. |
| Mail utility payments to City of Rowlett, P.O. Box 660054, Dallas, TX 75266-0054. | Non-urgent check payment. | Do not mail a payment if the account is already late, interrupted, or close to disconnection. | |
| Drop boxes | Drop boxes are listed at City Hall, 4000 Main Street, and the Utility Customer Service Center drive-thru at 6602 Dalrock Road. | After-hours physical payment when the account is current and due date is not close. | City Hall drop box payments are picked up twice a week. Do not use drop boxes for interrupted service. |
| In person | Cash, credit card, or check payments can be made in person at the Utility Customer Service Center during regular business hours. | Cash payment, staff help, reconnect follow-up, and account problems. | Bring ID and account information because Rowlett has added identity verification for transactions. |
| Office ACH recurring draft | Recurring ACH can be set up in the office by providing a voided check or ACH letter from your bank. | Customers who prefer bank draft and staff setup. | Office ACH drafts the same day as the due date. |
Paymentus, AutoPay and Posting Time
Accepted online methods
Rowlett lists major credit/debit cards, bank transfer, PayPal, PayPal Credit, Venmo, and Apple Pay among accepted payment options.
AutoPay
Paymentus is the online option for recurring credit-card payments and also allows recurring ACH payments.
Posting delay
Amounts shown are updated every business day, and Paymentus payments can take up to 2 business days to post to the account.
Register before setting AutoPay
First-time users need to register and activate the account. Then log in, choose AutoPay, add a schedule, select the account, choose/add payment method, and authorize the frequency.
Choose “on the due date” if you want the cleanest timing
Rowlett’s FAQ recommends selecting a frequency such as “on the due date of each bill.”
Late Bill, Interrupted Service and Reconnection Rules
Official reconnection rule: To restore service, all past-due amounts, including the $27.50 disconnection fee, must be paid in full. If payment is made after 5:30 p.m., Rowlett says same-day reconnection will not occur and service will be restored the next business day.
Do not use drop boxes
If services were interrupted for non-payment, Rowlett says not to submit payment through drop boxes.
Notify billing
After paying online, by phone, or another route, call 972-412-6105 or email payments@rowlett.com to request restoration.
After hours is not for nonpay
After-hours service is for emergencies only and cannot be used for non-payment restoration. Non-emergency after-hours calls may create a $50 fee.
| Situation | What Rowlett says | Best customer action |
|---|---|---|
| Payment made before 5:30 p.m. | If services are disconnected and payment is made by a method other than in person, contact the Business Office before 5:30 p.m. to ensure same-day reconnection. | Call 972-412-6105 and keep confirmation number ready. |
| Payment made after 5:30 p.m. | Notify the city by emailing payments@rowlett.com. Once full payment is received, service is reconnected next business day. | Email immediately and do not call the emergency line for nonpay reconnect. |
| Service already interrupted | No payment arrangements or extensions are allowed once service has been interrupted. | Pay full past-due amount plus required fees. |
| After-hours request | Emergency number is strictly for emergencies. Non-emergency calls can be assessed a $50 after-hours fee. | Use after-hours line only for real water/sewer emergencies. |
Payment Extension Rules Before Disconnection
If a customer cannot pay an outstanding utility bill and is in danger of disconnection, Rowlett says the customer may request an extension of up to 10 calendar days if a Utility Payment Extension Agreement is completed and signed. The extension must include the complete past-due amount.
Limit
Extensions are available only once every three months, for a maximum of four times in a 12-month period, and may not be consecutive.
Not after interruption
The extension option excludes the day of interruption and cannot be used if service is already interrupted.
Broken extension
Failure to comply can result in disconnection without further notice, no more extensions for 12 months, and a $27.50 reconnect service fee.
Billing Dates, Late Penalty, Returned Checks and Fees
| Billing item | Official detail | Customer action |
|---|---|---|
| Bill frequency | Bills are issued monthly, either on the 15th or 30th, depending on the area where you live. | Know your billing cycle before comparing due dates with a neighbor. |
| Due date | Payment is due 20 days after the billing date. | Set Paymentus or calendar reminders around your specific billing cycle. |
| Late penalty | A 10% penalty is added if payment is late. | Use ACH/Paymentus/IVR early enough to avoid posting-time problems. |
| Disconnection timing | Services will be disconnected if payment is not received within 10 calendar days after the due date. | Do not wait until the 10th day after the due date to resolve the account. |
| Returned check / NSF | Accounts with checks returned by the bank due to insufficient funds are subject to immediate service disconnection, a $25 NSF fee, and a $27.50 disconnect fee. | Verify bank funds and account details before using check/e-check. |
| After-hours non-emergency | Calling after hours for a non-emergency may result in a $50 after-hours service fee. | Use normal business hours for billing and reconnect matters. |
Start or Transfer Rowlett Utility Service
New customers can complete the appropriate new residential or commercial service application. Existing customers transferring service from one Rowlett address to another can use the transfer application. Rowlett lists a $25 transfer service fee.
New residential
Use the official New Residential Service Application and watch for confirmation email after processing.
New commercial
Commercial customers use the New Commercial Service Application route.
Transfer service
Existing customers transferring service within Rowlett are assessed a $25 service fee.
| Service setup rule | Official detail | What to do |
|---|---|---|
| Connection appointment | While applying, customers select a Monday–Thursday time period: 9–11 a.m., 1–3 p.m., or 3:30–5:30 p.m. | Be at the service address during the selected window. |
| Presence required | Rowlett requires presence during the connection window to ensure the home or business does not flood when water is connected. | Do not schedule a window when nobody can be at the property. |
| Missed appointment | If a customer misses the appointment time, Rowlett charges an additional $25 service fee. | Choose a window you can actually meet. |
| After-hours connection | Connections outside normal business hours, Monday–Thursday 7:30 a.m.–5:30 p.m., are assessed a $50 after-hours fee. | Use normal hours whenever possible. |
| Deposit waiver | Deposit can be waived if Rowlett receives a Letter of Credit from a previous utility company within three business days reflecting good payment history for the most recent 12 months. | Request the letter quickly so the deposit is not billed on the first month’s bill. |
Stop or Close a Rowlett Utility Account
End service online
Rowlett’s Discontinuing Service page points customers to an online disconnection form.
In-person option
The same page also lists in-person service at 6602 Dalrock Road, Rowlett, TX 75089.
2025 Identity Verification Rule for Utility Transactions
Starting March 1, 2025, Rowlett Utility Customer Service requires two-factor authentication for all transactions except general inquiries. To verify identity, the customer must provide name and address or account number, plus one of these: Driver’s License/State ID, Tax ID, or last four digits of Social Security Number.
Bring ID
Have a Driver’s License, State ID, Tax ID, or last four SSN digits available when calling or visiting for account transactions.
Authorized person
If someone else needs to discuss billing, contact the office to add a note to the account.
Account holder only
Without authorization, Rowlett says it can only speak to the account holder regarding billing issues.
AMI Usage Portal and High Bill Checks
Rowlett encourages water customers to create an AMI profile at rowlett.com/AMI. The system reads water usage every hour, allowing customers to set alerts and track usage so leaks can be spotted before they create a higher bill.
Hourly reads
AMI can show usage patterns much faster than waiting for the next bill.
Toilet leaks
Continuous overnight or all-day usage often points to toilets, irrigation, softeners, or hidden leaks.
Irrigation
Weather and automatic irrigation are common reasons Rowlett says bills can fluctuate.
Service period
Look at the service period on the bill before comparing usage with another month.
Before calling about a high bill
- Check the service period on the bill.
- Review AMI hourly usage if available.
- Look for continuous overnight use.
- Check toilets, irrigation, hose bibs, pool equipment, and water softener.
- Compare with weather, guests, lawn watering, or unusual household use.
- Collect repair proof before requesting an adjustment.
Ask Utility Billing
- Was the meter read between 29 and 31 days, or was the cycle longer/shorter?
- Does the account show continuous AMI usage?
- Is the bill affected by water, sewer, trash, or drainage charges?
- Is the leak eligible for a courtesy adjustment?
- What documentation is required?
Rowlett Leak Adjustment Policy: What Qualifies
Rowlett says customers are responsible for leaks from the meter connection to the customer’s service line and beyond. The city may offer courtesy adjustments for qualifying leaks, but documentation does not guarantee an adjustment.
| Leak adjustment rule | Official detail | Customer action |
|---|---|---|
| Frequency limit | Leak adjustments are only given once in a rolling 12-month period. | Submit complete documentation the first time. |
| Proof required | Proof of an actual leak and repair must be provided to Utility Billing. | Keep plumber invoice, parts receipt, repair photos, and repair date. |
| Consumption calculation | Adjustment is calculated using prior-year consumption for the month, or prior 6-month average if no 12-month history exists. | New accounts with no history may not receive an adjustment. |
| Adjustment amount | Adjustments are limited to 50% of the consumption attributable to the leak at the billed rate. | Do not expect the entire bill to be removed. |
| Maximum period | Adjustments are for a maximum of 2 months. | Repair quickly after noticing the leak. |
| Not eligible | No adjustment for sprinkler systems, swimming pools, pool equipment, toilets, or any other above-ground leak noticeable by residential customers. | Fix visible leaks immediately and do not count on credit. |
| Account types | Commercial and irrigation-only accounts are not eligible for leak adjustments. | Ask before submitting if your account type is unclear. |
Water Rates and Base Charges Customers Ask About
Rowlett’s Water Service page lists monthly water and irrigation rates effective October 1, 2025. Base fees vary by meter size, and residential volume charges increase by usage tier to encourage conservation.
| Rate item | Official listed amount | Why it matters |
|---|---|---|
| Residential/commercial base under 1 inch | $23.65 residential / $31.33 commercial monthly base. | Base charges apply before volume usage. |
| Residential 0–3,000 gallons | $4.44 per 1,000 gallons. | Lower tier for basic household needs. |
| Residential 3,000–15,000 gallons | $7.21 per 1,000 gallons. | Irrigation and added household use may move usage here. |
| Residential 15,001+ gallons | $9.00 per 1,000 gallons. | Leaks, heavy lawn watering, and pool use can become expensive. |
| Commercial / multifamily volume | $7.38 per 1,000 gallons for all water used. | Commercial and multifamily rates differ from residential tiers. |
Water Utility Operations and After-Hours Emergencies
After-hours emergency
For water or sewer emergencies after hours, Rowlett lists 972-412-6201. The Water Utility page also says after-hours assistance can be routed through Police Dispatch at 972-412-6200.
Water Utility Division
Water Utility Division: 4310 Industrial St., Rowlett, TX 75088. Phone: 972-412-6287. Hours: Monday–Friday, 8 a.m.–5 p.m.
Water quality
Rowlett says it extensively tests drinking water and maintains a “Superior” rating, the highest Texas water quality rating.
Seasonal Watering and Conservation Notes
Rowlett’s Seasonal Watering page says residents and businesses are asked to water a maximum of once per week from November 1 through March 31, as recommended in the North Texas Municipal Water District conservation plans.
Water only as needed
The city says you may not need to water if rain is in the forecast.
WaterMyYard
Rowlett recommends WaterMyYard.org for weekly watering recommendations.
Bill impact
Long hot, dry periods and irrigation can explain higher water consumption and higher bills.
Rowlett Utility Customer Service Map and Visit Planning
Use this map for Utility Customer Service at 6602 Dalrock Road. This is the main utility billing office for payments, account help, transfers, paperless billing, reconnection follow-up, and service questions.
Utility Customer Service
6602 Dalrock Road, Rowlett, TX 75089. Phone: 972-412-6105. Fax: 972-412-6278.
Office hours
Monday–Friday, 7:30 a.m.–5:30 p.m.
Mailing address
City of Rowlett, P.O. Box 660054, Dallas, TX 75266-0054.
Official Rowlett Utility Links Used in This Guide
Rowlett Water Bill Pay FAQs
Where do I pay my Rowlett water bill online?
Use the official City of Rowlett Paymentus utility payment portal at ipn.paymentus.com/cp/crtx, or start from the city’s official Payment Options or Online Payments pages.
What is the Rowlett water bill phone payment number?
Call the automated IVR payment system at 844-238-8997. Rowlett says citizens can make payments by credit card and e-check using this phone system.
What is the Rowlett Utility Billing phone number?
Call Utility Customer Service at 972-412-6105 for billing, service, payment, paperless billing, extension, reconnection and account questions.
Where is Rowlett Utility Customer Service located?
Utility Customer Service is located at 6602 Dalrock Road, Rowlett, TX 75089. Hours are Monday–Friday, 7:30 a.m.–5:30 p.m.
Where do I mail a Rowlett utility payment?
Mail payments to City of Rowlett, P.O. Box 660054, Dallas, TX 75266-0054.
Can I use a drop box if my service was disconnected?
No. Rowlett says if services have been interrupted due to non-payment, do not use drop boxes. Pay by an official route, then call 972-412-6105 or email payments@rowlett.com for restoration.
How fast do Paymentus payments post?
Rowlett says amounts shown on Paymentus are updated every business day and payments made through the site can take up to 2 business days to post to the account.
What is the late fee for Rowlett utility bills?
Rowlett says bills are due 20 days after the billing date and a 10% penalty is added if payment is late.
When can Rowlett disconnect service for non-payment?
Rowlett says services will be disconnected if payment is not received within 10 calendar days after the due date.
How do I get water turned back on after disconnection?
Pay all past-due amounts, including required fees, then contact Utility Billing at 972-412-6105 or email payments@rowlett.com. If payment is made after 5:30 p.m., service will be restored the next business day after full payment is received.
Can I get a leak adjustment in Rowlett?
Possibly, but only for qualifying leaks. Rowlett allows leak adjustments once in a rolling 12-month period, requires proof of actual leak and repair, limits adjustments to 50% of leak-attributable consumption, and does not adjust visible above-ground leaks such as toilets, sprinkler systems, swimming pools or pool equipment.
Does this page collect Rowlett water payments?
No. This is an informational guide. Use official Rowlett pages and the official Paymentus portal for live payment, balance, service requests, reconnection, rates and customer support.
Pay Your Water Bill Safely, Fix High Bills, Avoid Shutoff, Start Service and Find Official Utility Links
Use this free USA water bill assistant before paying online, calling utility billing, setting up AutoPay, checking a high bill, requesting leak help, starting or stopping service, handling a past due account, or searching for the official city utility portal.
What water bill problem do you need to solve?
Choose your situation. The tool will suggest the safest route, what to prepare, and which official page or office to check first.
Open the official city, county, water authority or utility website first. Do not enter account details into a random sponsored payment page.
If the bill is unusually high, compare usage, billing days, meter read type, toilet leaks, irrigation, late fees and leak adjustment rules before paying blindly.
Safe Water Bill Payment Route
Choose how you want to pay. This helps users avoid wrong portals, posting delays and urgent shutoff mistakes.
AutoPay / Bank Draft Setup Helper
Use this before enrolling in recurring payments so the first draft, current balance and payment date do not surprise you.
High Water Bill Review
Compare your normal bill and usage with the current bill. This gives a practical path before requesting a high bill review.
Leak Adjustment Proof Checklist
Use this before asking for a leak adjustment, high bill review, sewer adjustment or payment plan.
Past Due, Shutoff Notice and Reconnect Helper
Use this if your bill is late, you received a shutoff notice, service is off, or you need a payment plan.
Start, Stop or Transfer Water Service
Use this before moving, closing an account, starting service, transferring service or requesting a final bill.
Water Bill Cost Estimate
Estimate a simple monthly bill from base charge, water usage, sewer, stormwater, trash, service fees and late charges. Official tiered rates may be different.
Bill Dispute and Meter Reading Checklist
Use this before calling billing support about a meter reading, duplicate payment, wrong address, missing payment, estimated bill, or incorrect charge.
Official Water Bill Portal and Phone Finder
Enter city/utility and state to create safe searches for official water bill pay, phone payment, guest pay, AutoPay, start service, leak adjustment, reconnect, assistance and this site’s guide.
Official portal safety
- Use official city, county, authority or utility websites first.
- Check service address before paying.
- Save confirmation number and screenshot.
- Call the utility for shutoff or reconnect situations.
Best sitewide placement
Place this tool after the first payment section or before FAQs. It turns every water bill article into a practical help page, not only a list of links.
Important note
This tool gives educational guidance only. Always confirm payment portals, fees, shutoff rules, assistance programs, account balance and reconnection steps with the official utility.