City of Amarillo Water Department – Pay Bill, Phone Number, Utility Billing & Service Help

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Amarillo water bill and service guide – verified August 7, 2026

Amarillo Water Bill, New PayAMA Login, Phone Numbers and Service Help

Use this guide to pay a City of Amarillo utility bill, register in the new PayAMA system, find a new account number, start or stop service, review water usage, understand current rates, or contact the correct city team.

It also separates Utility Billing from Water Utilities so you know which number to call for account problems, an emergency turn-off, a water main break, a sewer backup, brown water, a new tap, or a high-bill review.

Open New PayAMA Portal Find New Account Number Call Utility Billing Call Water and Sewer Emergency
Utility Billing 806-378-3030
Billing, accounts, service changes
Pay by Phone 806-576-1932
Utility bill payment
Water/Sewer Emergency 806-378-6824
Main breaks and sewer issues
Billing Office 623 S Johnson St
Suite 1200
Office Hours Monday-Friday
8 a.m.-5 p.m.
New System Launched
March 31, 2026
Important for every existing account

The Amarillo Utility Billing System Changed on March 31, 2026

The City replaced its core utility billing system. Every customer received a new account number, and customers who use online account tools must register with that new number.

Find the new account number Use the number printed on the April 2026 or later bill, or use the official lookup tool with the old account number and service ZIP code.
Register again Existing online customers must create access in the new system. Old portal credentials do not automatically become a new login.
Re-enroll online AutoPay AutoPay created through the previous online portal did not transfer. Re-enroll it in the new portal to avoid a missed payment.
Re-enable paperless billing Previous online paperless settings did not transfer. The City currently advertises a $10 next-bill credit for registering online and choosing paperless billing.
Important distinction: An EFT or bank draft set up in person with a bank-draft authorization form is different from AutoDraft enrolled through the old online portal. The City says in-person EFT enrollments transfer, while old online AutoDraft settings require re-enrollment.
Call the right City team first

Utility Billing vs Water Utilities: Which Amarillo Department Do You Need?

Utility Billing

Use Utility Billing for bill payment, portal access, account numbers, start/stop/transfer requests, high-bill review, payment plans, account disputes and billing documents.

806-378-3030
waterbill@amarillo.gov

Water Distribution

Use the 24-hour Water and Sewer Emergency line for public main breaks, sewer backups, brown water and urgent distribution or collection system problems.

806-378-6824
Water distribution details

Water and Sewer Taps

Use the tap division when a project needs a new City water or sewer tap. This is not the same as opening a normal customer billing account.

806-378-6948
Water Utilities information
Emergency turn-off: The Utility Billing page lists 806-378-3030 for an emergency water turn-off during office hours and 806-378-3019 for an after-hours water emergency. For a main break, sewer backup or other water/sewer system emergency, Water Utilities lists 806-378-6824 as its 24/7 line.

Choose the Amarillo Water Task You Need

Pay a current utility bill Use the new PayAMA portal, pay-by-phone, mail, City Hall, drive-through or an approved local payment route.
Cannot find the account Use the new-account-number lookup before attempting registration. Old account numbers are no longer the primary number for the new system.
Start, stop or transfer service Use the portal Forms tools or contact Utility Billing. Lease or deed documentation may be required.
High bill or possible leak Review hourly and monthly usage in the new portal, repair leaks, save proof and request an account review or adjustment.
Past due or disconnected Confirm the full balance, payment-plan eligibility, reconnect fee and same-day restoration cutoff before paying.
Main break or sewer backup Call the 24/7 Water and Sewer Emergency line at 806-378-6824 rather than waiting for email support.

Jump to the Exact Amarillo Water Answer

New PayAMA payment workflow

How to Pay an Amarillo Water Bill Online in the New System

Confirm that you have the new account number. Use the account number on a bill issued after the March 31, 2026 system launch. If you only know the previous number, use the lookup tool on the official Utility Billing System page.
Open the new PayAMA portal. Use Amarillo Utility Billing My Account Login. The login page identifies itself as the new PayAMA system.
Register if this is your first visit to the new portal. Keep the new account number, the phone number or driver’s license number listed on the account, and the service-address ZIP code ready.
Review the account before paying. Confirm the service address, amount due and payment date. If the account is already delinquent, review the past-due section below before assuming any payment will prevent disconnection.
Choose payment or recurring-payment settings. The portal can make payments, schedule recurring payments, manage multiple accounts and enable paperless billing and email notices.
Save confirmation. Keep the payment confirmation until the account reflects the transaction. If the payment is missing or duplicated, contact Utility Billing with the confirmation details.
Portal tip: If water-usage data is missing, the City says the property may not yet have a digital meter or may have opted out. Missing usage data does not necessarily mean the account registration failed.
Pay by the method that matches your deadline

City of Amarillo Water Bill Payment Options

Payment method Official detail Best use Timing or fee note
Online PayAMA Use the new Utility Billing portal Account management, online payment, recurring payment and usage review Use the new account number
Pay by phone 806-576-1932 Phone payment without visiting City Hall Keep the new account number ready
In person 623 S Johnson St, Suite 1200 Payment plus account help from Utility Billing Monday-Friday, 8 a.m.-5 p.m.
Drive-through North side of City Hall Water bill payment without going inside Monday-Friday, 11 a.m.-2 p.m.
Night depository North entrance of City Hall After-hours drop-off Available 24 hours; no cash
Mail City of Amarillo Utility Billing Department, PO Box 100, Amarillo, TX 79105 Non-urgent paper payment Allow mailing and posting time
Local payment location Amarillo National Bank and listed Western Union locations Local third-party payment Can take 3-5 business days; Western Union locations list a $1 fee
Due-date warning: Amarillo National Bank locations accept current bills before the due date. Local payment locations can take 3-5 business days to process, so they are a poor choice for an account near shutoff or a same-day restoration deadline.
Registration and account troubleshooting

New PayAMA Login, Account Number Lookup and AutoPay Problems

Old account number only Use the official Utility Billing System page to look up the new number with the old account number and service ZIP code.
Existing PayAMA user You still need to register in the new system. The City says the replacement portal does not carry over old online account access.
Old online AutoPay Re-enroll recurring payment in the new portal. Do not assume the old online AutoPay schedule remains active.
In-person EFT draft The City says bank draft enrollment completed in person with an authorization form transfers to the new billing system.
Billing history looks incomplete The City says older billing history may not be immediately available online. Customer Service can provide copies while history is added over time.
Usage data missing The property may not yet have a digital meter or may have opted out. Contact Utility Billing if you need help confirming meter status.
Moving into or out of Amarillo

Start, Stop or Transfer Amarillo Water Service

Service task Online route What to prepare Important rule
Start service On the portal login page choose “Are you a new customer?” Service address, account-holder details, lease or deed when requested The portal allows lease or deed upload during the application
Terminate service Log in, open Forms, submit Terminate Service Request Account verification and requested end date The City says terminations are processed for the following business day
Transfer service Log in, open Forms, submit Transfer Service Request Current and new address, account verification, lease or deed if requested Current service address must be in good standing or current on payments
Phone or email request Call 806-378-3030 or email waterbill@amarillo.gov Name and last four digits of Social Security number for termination/transfer verification Lease or deed may need to be returned by email
Avoid extra fees and delayed restoration

Amarillo Water Bill Late Fees, Payment Plans and Reconnection

3 days late The Utility Billing FAQ lists a 10% late fee once payment is three days late.
60-63 day conflict The customer-facing Utility Billing FAQ says an additional $25 fee at 60 days, while the FY 2025-26 budget describes the $25 penalty at 63 days. Follow the date shown on your current account notice.
93 days late The customer FAQ lists the 10% late fee, a $25 fee and a $25 pull fee at 93 days. City budget documents also describe possible disconnection after 93 days.
Official-source timing note: The customer FAQ currently says the additional $25 delinquency fee is assessed at 60 days, while the FY 2025-26 budget book describes the penalty at 63 days. Because both are City sources, use the deadline on your live account or delinquency notice and call 806-378-3030 if it is unclear.
If service is already disconnected: The City says the full past-due balance is normally required for restoration. If full payment is not possible, a payment plan may be available with at least half of the past-due balance paid. A $25 service fee is applied to reconnect the meter.
Restoration situation Current City guidance Best next action
Monday-Thursday Pay before 3:00 p.m. for same-business-day restoration eligibility Pay the required amount, then contact Utility Billing if restoration status is unclear
Friday Pay before 4:30 p.m. for same-business-day restoration eligibility Confirm the work order before the office closes
After cutoff Service is restored the following business day Call 806-378-3030 after payment to confirm account status
Payment plan Offered once per year; a disconnected account may qualify after a half-balance down payment Arrange it directly through Utility Billing
Returned-payment rule: The City says a payment plan cannot be set up while a returned payment remains unresolved. The returned amount and fee must be paid in the office with cash or money order before staff can consider an arrangement on the remaining balance.
Use portal data before disputing the bill

High Amarillo Water Bill: Check Hourly Usage, Leaks and Adjustment Rules

The new portal can show billed usage plus interval daily and hourly usage for customers with supported digital meter data. Use the graph to identify when consumption increased before asking staff to investigate the account.

Sudden one-day spike Check irrigation, hose use, pool fill or leak
Continuous overnight use Check toilets and hidden plumbing leaks
Usage graph unavailable Digital meter may not be installed or may be opted out
Reading estimated Meter access, weather or audit conditions may be involved
Open Billed Usage in the customer portal. Compare hourly, daily and monthly usage and note the date the pattern changed.
Check the property. Inspect toilets, faucets, irrigation valves, outdoor spigots, water heaters and visible wet areas.
Repair the leak and keep proof. Save the plumber receipt or the receipt for parts used to complete the repair.
Submit a General Customer Service Request. Use the Forms tab in the portal or call 806-378-3030 for a usage or billing investigation.
Leak-adjustment threshold: The City says a qualifying residential or commercial leak must cause consumption more than 50,000 gallons above the customer’s 12-month average. With repair documentation, an adjustment may apply to the two highest bills. The City limits a full leak adjustment to one every two years.
High-consumption alternative: If a full leak adjustment cannot be applied, the City says a high-consumption adjustment may be considered. The current FAQ says it can be applied once per year for up to two billing periods.
Rates effective October 1, 2025

Amarillo Residential Water and Sewer Rates: What the Bill Is Based On

The current published rate schedule uses a minimum monthly charge based on meter size and includes the first 3,000 gallons. Residential water use above 3,000 gallons is billed in increasing tiers, and outside-city rates are higher.

Residential water item Inside City Outside City
5/8-inch meter minimum $19.15 $28.74
1-inch meter minimum $25.70 $38.56
3,001-10,000 gallons $3.63 per 1,000 gallons over the included 3,000 $5.45 per 1,000 gallons
10,001-30,000 gallons $4.75 per 1,000 gallons $7.12 per 1,000 gallons
30,001-50,000 gallons $7.03 per 1,000 gallons $10.53 per 1,000 gallons
Over 50,000 gallons $7.97 per 1,000 gallons $11.98 per 1,000 gallons
Residential sewer minimum For a 5/8-inch meter inside city limits, the published sewer minimum is $21.69 and includes the first 3,000 gallons. A 1-inch meter minimum is $22.41.
Residential sewer volume For usage over the first 3,000 gallons, the published residential sewer charge is $2.74 per 1,000 gallons, subject to the City’s winter-average billing method.
Rate timing: Amarillo says water and sewer rates are reviewed and adjusted each October. Confirm the newest rate sheet before using these figures for a future billing period.
Why sewer charges may not match summer water use

How Amarillo’s Residential Sewer Winter Average Works

The City uses December, January and February water consumption to calculate a residential winter average. That average is then used to determine sewer billing for the following year and is recalculated each March.

Why it exists The approach is intended to reduce sewer charges for water used outdoors, such as irrigation, that does not normally enter the wastewater system.
New residential account Until enough winter history exists, the City says new residential accounts are temporarily assigned the citywide average of 8,000 gallons for sewer billing.
No winter usage A personal winter average requires water-use history during the designated December-February period. Call Utility Billing if the calculation appears wrong.
Phone-number decision guide

Which Amarillo Water Emergency Number Should You Call?

Main break or sewer backup 806-378-6824

Water Utilities lists this as the 24/7 water and sewer emergency line. Use it for a main break, sewer backup, brown water or urgent distribution problem.

Emergency water turn-off during office hours 806-378-3030

Utility Billing lists this number for an emergency turn-off during normal billing-office hours.

After-hours water emergency 806-378-3019

The Utility Billing page lists this after-hours number for a water emergency connected with service turn-off needs.

New water or sewer tap 806-378-6948

Use the tap division for a new municipal water or sewer tap, not routine account activation.

Do not use email for a time-sensitive emergency. Give the nearest address, cross street, whether water is entering a building or roadway, whether sewer is backing up, and a callback number.
Water source and quality resources

Where Amarillo Water Comes From and How to Check Water Quality

Amarillo’s municipal supply comes from City wells drawing from the Ogallala Aquifer and from the Canadian River Municipal Water Authority, which supplies well water and water from Lake Meredith.

Annual water quality reports The City publishes Community Water Quality Reports, also known as Consumer Confidence Reports, through its Environmental Laboratory resources.
Brown water Water Utilities directs customers with brown-water concerns to 806-378-6824 so staff can determine whether the issue is related to the distribution system.
Water testing questions The Amarillo Environmental Laboratory performs drinking-water and other environmental analyses and maintains water-quality information.

Review Amarillo water quality and laboratory information

Billing office and utility contacts

City of Amarillo Water Department Phone Numbers, Addresses and Hours

Utility Billing 806-378-3030
waterbill@amarillo.gov
Monday-Friday, 8 a.m.-5 p.m.
Billing Office Amarillo City Hall
623 S Johnson St
Suite 1200
Amarillo, TX 79101
Water Utilities Administration Simms Municipal Building
808 S Buchanan St
Amarillo, TX 79101
806-378-6025
Water Distribution 800 SE 24th Ave
Amarillo, TX 79103
806-378-6824
Monday-Friday, 8 a.m.-5 p.m.
Before calling Utility Billing: Have the new account number, service address, account-holder name, bill date, amount, payment confirmation, move date or leak-repair evidence ready. This lets staff identify the account and the correct next action faster.
Avoid the most common 2026 errors

Amarillo Water Bill Mistakes That Can Delay Payment or Service

Mistake Why it matters Better action
Using the old account number The March 2026 system change created new account numbers. Use the new bill or official lookup tool before registration.
Assuming old AutoPay still works Old online AutoPay did not transfer. Re-enroll in recurring payments and verify the next scheduled date.
Using a slow local payment near shutoff Local payment locations can take 3-5 business days to post. Use a faster official payment route and confirm restoration requirements.
Calling Water Utilities for a billing problem Distribution crews do not manage customer billing accounts. Call Utility Billing at 806-378-3030.
Emailing a main break Email is not an emergency dispatch channel. Call 806-378-6824 for water/sewer emergencies.
Discarding leak repair receipts Repair documentation is required for a leak-adjustment review. Keep plumber invoices, parts receipts, photos and repair dates.
Official final actions

Amarillo Water Bill and Service Action Center

Use these official routes after you know which task you need to complete. Water-Department.org does not collect account numbers, Social Security information or payment details.

Pay or Manage Account Open the new PayAMA login, registration and new-service portal. Find New Account Number Use the official transition page and account lookup tool. Review Billing Rules Check payment methods, late fees, service changes, leak rules and assistance. Water Utilities Use for water-system contacts, quality resources, taps and emergency information.
10 direct answers

City of Amarillo Water Department FAQs

1. What is the City of Amarillo Utility Billing phone number?

Call 806-378-3030 for billing questions, account help, start or stop service, transfer requests, high-bill review, payment plans and account disputes. The Utility Billing call center is listed Monday-Friday, 8 a.m.-5 p.m.

2. What is the new Amarillo water bill payment website?

The new PayAMA customer portal is Amarillo Utility Billing My Account Login at amocap.enquesta.io/app/. The City launched the replacement billing system on March 31, 2026.

3. Why does my old Amarillo water account number not work?

The March 2026 billing-system replacement assigned every utility customer a new account number. Use the new number printed on a current bill or use the official lookup tool with your previous account number and service ZIP code.

4. Do I need to re-enroll in Amarillo AutoPay?

If AutoDraft was created through the old online portal, yes. The City says those online AutoPay settings did not transfer. EFT bank drafts established in person with an authorization form are treated differently and were transferred.

5. How can I pay my Amarillo water bill by phone?

Call the City’s pay-by-phone number at 806-576-1932. Keep the new utility account number available before starting the payment.

6. How do I start new water service in Amarillo?

Open the new PayAMA portal and choose “Are you a new customer?” to submit the Start Service Application. The portal allows a lease or deed to be uploaded. You can also call 806-378-3030 or email waterbill@amarillo.gov.

7. What happens if my Amarillo water service is disconnected for nonpayment?

The City says the full past-due balance is normally required for restoration. A payment plan may be available with at least half of the past-due amount paid, and a $25 service fee is applied to reconnect the meter. Same-day cutoff times apply.

8. Can I get an Amarillo water bill adjustment for a leak?

A possible leak adjustment may be available after repair when consumption is more than 50,000 gallons above the customer’s 12-month average and repair documentation is provided. The City limits a full leak adjustment to one every two years.

9. What number do I call for an Amarillo water main break or sewer backup?

Call the Water and Sewer Emergency line at 806-378-6824. Water Utilities lists it as a 24/7 contact for water and sewer emergencies, including main breaks and sewer backups.

10. Where is the Amarillo Utility Billing office?

Utility Billing is in Amarillo City Hall at 623 S Johnson St, Suite 1200, Amarillo, TX 79101. The City lists lobby and call-center hours Monday-Friday, 8 a.m.-5 p.m.

Official-source verification

Official City of Amarillo Resources Used

Utility Billing System March 31, 2026 system launch, new account numbers, re-registration, AutoPay and paperless changes. New PayAMA Portal Customer login, registration, new-service application and account tools. PayAMA Billing FAQ Payment methods, late fees, restoration, service changes, leak adjustments and winter average. Utility Billing Customer service phone, email, office address and emergency turn-off routing. Water Utilities Water sources, department contacts, taps, quality resources and system-emergency information. Water Distribution Main breaks, sewer collection, line location and the 24/7 emergency contact. Water and Sewer Rates Published rate schedule effective October 1, 2025. Environmental Laboratory Water quality, drinking-water analysis and environmental testing information. Water Meter Digital meter program and portal usage-data availability.
Verified August 7, 2026: New billing-system status, customer portal, new account-number requirement, AutoPay and paperless re-enrollment, payment methods, billing contacts, office address, service-change workflow, delinquency rules, restoration cutoffs, payment-plan rules, leak-adjustment threshold, published rate schedule, winter average, emergency numbers, water sources and water-quality resources.

Water-Department.org is an independent informational website. It is not the City of Amarillo, Amarillo Utility Billing, Amarillo Water Utilities, PayAMA or the City’s payment processor. Complete payments, account changes, payment arrangements, service requests and emergency reports through the official City resources.

Account balances, rates, fees, payment locations, office schedules and service policies can change. Confirm the live account and current City guidance before making a time-sensitive payment or service decision.

Free Water Bill & Utility Service Assistant

Pay Smarter, Check High Bills, Start Service, Avoid Shutoff and Find Official Water Department Links

Use this free tool before paying a water bill, setting up autopay, starting or stopping service, checking a high bill, requesting leak help, or looking for the official water department portal. It gives practical next steps without collecting your account number or personal details.

Start Water Bill Helper
8 toolsBill pay, high bill check, leak checklist, start/stop service, assistance and official searches.
All utilitiesWorks sitewide for city, county, parish, authority and private water utility pages.
No loginNo account number, email, service address or payment data is required.
Mobile-firstBuilt for customers searching from a phone while trying to solve a bill or service issue.

What water bill or service problem do you need to solve?

Choose your situation. The tool will suggest the safest next step, what to prepare, and which official page to check first.

Payment safety tip

Start from the official water department, city, county or utility website before entering account details. Avoid random payment ads and look-alike bill pay sites.

High bill tip

Before paying a very unusual bill, check meter reads, toilet leaks, irrigation use, estimated bills, late fees, and whether your utility offers a leak adjustment.

Water Bill Payment Route Helper

Choose how you want to pay. The tool will tell you what to prepare and the safest payment path.

High Water Bill Checker

Compare your normal bill with the new bill and get a practical investigation path before calling customer service.

Use gallons, CCF, HCF or units shown on your bill.

Leak Check and Adjustment Checklist

Use this before requesting a leak adjustment, disputing a bill, or calling the water department about high usage.

Start, Stop or Transfer Water Service Helper

Use this before moving, opening a new account, closing an old account, or transferring service to another address.

Past Due, Shutoff and Reconnection Helper

Use this if your account is late, disconnected, at risk of shutoff, or you need a payment plan or assistance program.

Simple Water Usage Cost Estimator

Estimate a rough bill from base charge, usage units, rate per unit, sewer charge, stormwater fee and service fees. Official tiered rates may be different.

Example: if usage is gallons, enter cost per gallon.

Official Water Department Resource Finder

Enter city/utility and state to create safe searches for the official water bill portal, phone number, outage page, assistance, start service, leak adjustment, and Water-Department.org guide.

Water Department vs Payment Processor

  • Water department: account help, service start/stop, leaks, repairs, shutoff, assistance.
  • Payment processor: card/eCheck payment screen, payment fee, confirmation number, posting time.

Best sitewide placement

Add this tool after the main payment section or before FAQs. It helps users solve the next problem after reading the article.

Important safety note

This tool gives educational guidance only. Always confirm payment portals, phone numbers, account balance, assistance rules and reconnection steps with the official water department or utility.

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