Dallas Water Utilities to Launch Enhanced Online Billing System
In a bid to modernize and simplify its billing process, Dallas Water Utilities (DWU) is set to unveil a new billing system integrated with the DallasGo online payment platform. This upgrade, scheduled for May 18, 2026, promises to enhance the user experience significantly.
The upgraded DallasGo platform will feature real-time account balance updates, self-service dashboards for customer support, additional options for monitoring water usage online, and easy online enrollment for payment plans.
Pre-Upgrade Preparations
To ensure a smooth transition to the new system, the DallasGo platform will be temporarily offline starting May 1. During this interruption, customers will not receive water account invoices by mail. Importantly, no late fees or service disconnections will occur during this period.
Customers can still make payments through the following methods during the service downtime:
- By phone: Call DWU Customer Service at 214-651-1441 for one-time payments.
- By mail: Send payments via check or money order to City of Dallas, City Hall, 2D South, Dallas, TX 75277.
- At authorized payment stations: Locations can be found here.
- In-person: Visit Dallas City Hall (2DS), 1500 Marilla Street, Dallas, TX 75201 to pay with cash, check, or money order.
These payment options will remain available even after the new system goes live.
Post-Upgrade Instructions
Once the DallasGo upgrade is implemented on May 18, DWU will restart issuing water bills, and payments will resume through the DallasGo platform, mail, and the automated phone system.
Customers will receive a letter containing an activation code and steps to re-register their profiles and re-enroll in AutoPay on the DallasGo platform at DallasGo.dallas.gov.
Steps to activate new DallasGo features:
- Existing DallasGo users will receive an activation code via email from [email protected].
- A letter with the activation code will be mailed to DWU customers.
- The activation code will also be included on water bill invoices sent after May 18, 2026.
- Customers who previously used AutoPay will need to re-enroll to continue automatic payments.
- No late fees or service disconnections will occur during the initial setup phase.
Free payment options after the upgrade include setting up AutoPay with an eCheck using a bank routing and account number on the DallasGo platform at DallasGo.dallas.gov, mailing checks or money orders to City of Dallas, or in-person payments at Dallas City Hall. Note that a 3.15% convenience fee applies to credit or debit card transactions made online or via the automated phone system.
For more information on the DallasGo upgrade, visit dallas.gov/DallasGo for FAQs.
For assistance or inquiries, contact DWU Customer Service at 214-651-1441, Monday through Friday, 8 a.m. to 5 p.m., or email [email protected].
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