Frequently Asked Questions Print

How to use this FAQ

The FAQ has three (3) tabs located across the top of the page:
  1. FAQs
    • This information is organized by tab page in a question/answer format.
    • You can search FAQs by using Control F to find information by key words.
  2. Are you a new user?
    • This is information about user registration and basic features of the system.
  3. Glossary
    • Terms with descriptions
    • Icons with descriptions

Welcome Page

Account Activities Tab

Mailing Address Tab

Bank Accounts Tab

Credit Cards Tab

Auto Pay Tab

Notification Tab

Change Password Tab

Move In/Out Tab

Services Overview Tab

Security

Web Browser Requirements

Other Information

Reply

Welcome Page

UpHow do I mail my payment to DWU? 

Enclose the bottom portion of your statement with your payment Do not mail cash. Use a check or money order when paying by mail.

Remittance Address:

City of Dallas
City Hall
Dallas, Texas 75277

UpHow do I enroll in ePay? 

Locate your account number on your utility services bill or call (214) 651-1441 to request your account number or additional customer information.

Go to dallascityhall.com and click on Pay... Water Bill. Click on Register Now. Complete the required fields:
  • Type in your Utility Account Number.
  • Create your User ID (must be 8-20 characters, alpha/numeric allowed).
  • Create a Password (must be 8 to 128 characters, mixed case is required)
  • Retype the Password you just typed
  • Type your Email Address (this is where you want to be notified about your utility services bills)
  • Type your First Name (This must be typed exactly as it appears on your bill; usually only required for residential customers)
  • Type your Last Name (This must be typed exactly as it appears on your bill; usually only required for residential customers)
  • Type your Company Name (This must be typed exactly as it appears on your bill; usually only required for commercial customers)

UpWhat do I do if I forget my password or user ID? 

You can easily reset your password by using the Get Support link on the Registration site listed above. If you are unable to access the link, please call Customer Service at (214) 651-1441 to reset your password or to request your User ID.

UpWhy should I use ePay? 

With ePay, you can view and pay your City of Dallas utilities bill online. Most customers find that electronic billing and payment are easier, faster and more convenient than traditional payment methods. We value our customers and are pleased to provide you with an opportunity to save valuable time and money. We also offer other online services such as requests for utility move in, move out or transfer of service.

UpHow much does it cost to pay bills with ePay? 

This service is free.

UpHow do I become a paperless customer? 

Customers must register online with their account number at https://epay.dallascityhall.com/bdisu/public/frameset_top_html.jsp

UpHow can I sign up for new service? 

If you do not currently have utility service with the City of Dallas, you can sign up by clicking the "apply for new service online" link on the ePay logon page.

If you have existing utilities service and need to add service at a location or transfer your service, you should instead log on to ePay and use the Move-In/Move-Out tab or contact Customer Service at (214)651-1441.

UpWhat is the application fee for new service? 

There is a $15 application fee for applying for new service.

UpWhat determines if a security deposit is required for new service? 

A deposit is not required if you meet at least one of the following criteria:
  • You have good credit history with DWU;
  • You are at least 65 years old;
  • You own or are in the process of buying the property to be served;
  • You have a letter of guarantee from another person who has a good credit history with DWU; or
  • Your account with another utility is not delinquent, and timely payments were made for 12 consecutive months.
Customers who are not required to initially pay a security deposit may be asked to do so later if they become delinquent or develop an unsatisfactory credit history with DWU.

UpHow much is the deposit? 

The standard deposit for residential service accounts are as follows:
  • 5/8-inch and 3/4-inch meter - $80.00
  • 1-inch meter - $100.00
  • 1 1/2-inch meter - $120.00
  • 2-inch meter and larger - $160.00
A higher deposit will be required if you do not supply a social security number when applying for service. Other conditions may require a higher deposit. Please see the City Code, Volume II, Section 49-18.8 for further details.

UpWhen is the deposit billed? 

Deposits will be billed on your first statement.

UpWhat are Utility Inserts? 

Utility Inserts are public education and informational messages that are "inserted" into monthly utility bills. Inserts provide information on City services, initiatives and other programs of general interest to Dallas citizens and businesses. Inserts are mailed to customers with their utility invoice. Paperless customers can now view that month's utility inserts by accessing the home page of our e-Pay Website at www.dallascityhall.com, with or without logging in with their user ID and password.

UpHow do I access the Utility Inserts? 

You can access utility inserts at either this ePay Website: https://epay.dallascityhall.com/bdisu/public/frameset_top_html.jsp or Dallas Water Utilities' Website: http://dallascityhall.com/departments/waterutilities/Pages/bill_inserts.aspx.

UpHow do I make a one-time payment? 

  • Select your payment method.
  • Enter new bank details or new credit card.
  • Select Continue.
  • Verify information entered.
  • Select Pay.

UpHow do I add, change, or edit my personal information? 

After initial registration, users will need to enter payment methods and information about those accounts. You can use multiple payment sources. This information is encrypted and masked to ensure confidentiality. No one at the City of Dallas has access to your encrypted credit card numbers. Customer Service representatives will request only the four digits shown to verify you as the customer of record. Registered users can add, change or edit bank information and credit card information.

 

Account Activities Tab

UpCan I display the transactions for a particular period? 

Yes. You can select a Period on the Account Activities page. If you change the Period, both the list of transactions and the balances are updated. The available Periods are:
  • Last Month
  • Last Two Months
  • Last 3 Months
  • Last 4 Months
  • Last Year
  • Last Two Years

UpCan I make ePay payments from my checking account? 

Yes. ePay will process electronic payments from a checking account.

UpWhat format is used to display bills? 

Your bill can be displayed in PDF format.  To display an individual bill, you can click on the bill description or on the PDF icon in the Action column.  You can print this pdf bill or save it to your hard drive, or you can view it anytime online.

You will need Adobe Acrobat Reader installed on your computer to view PDFs. If you do not have Adobe Reader, you can obtain a free download by going to: https://get.adobe.com/reader/

UpHow do I view a bill? 

Click on the PDF icon in the Action column or the link in the Description column.

UpHow can I find a paid bill? 

  • Choose Account Activities Tab.
  • Paid bills will be listed along with any other transactions, sorted by the transaction date.
  • If the desired bill is not displayed in the current period you can change the displayed period by selecting the Period drop-down menu at the top of the page.

UpHow can I pay a bill using new checking account or credit card details? 

  • Choose Account Activities Tab.
  • Scroll down to the lower screen area that is used to select your bank details or credit card.
  • Select Pay with new bank details or Pay with new credit card.
  • A dialog box appears.
  • Enter your new bank or credit card details. You can enter a name as a description of the account or credit card that should make it easier to find later if you have several accounts.

    Recommendation: If you want to store your bank account number or credit card data locally in order to use it for another payment transaction, make sure the field Only use for this payment transaction is not checked.

UpWhat do I do if I have questions regarding a bill or credit? 

  • Choose Account Activities Tab.
  • Click on the question mark icon in the Action column. An input field appears.
  • Enter your inquiry.
  • Click Send.
  • Inquiries are routed and responded to by email within 48 business hours.

UpHow can I display the reply of a Dallas Water Utilities agent to my inquiry? 

The reply from the agent can be viewed by clicking on the Display Contact History icon, which looks like a piece of paper.

UpHow can I find a payment? 

  • Choose Account Activities Tab.
  • Paid bills will be listed along with any other transactions, sorted by the transaction date.
  • If the desired bill is not displayed in the current period, you can change the displayed period by changing the Period drop-down menu at the top of the page.

UpWhere can I display how payments have been applied to the bill(s)? 

  • Choose Account Activities Tab.
  • Click on the payment amount of the desired payment and you can view a list of the bills paid with this payment and any credits used.

UpIs it possible for me to pay a specific amount? 

Yes. On the Account Activities tab, you can see the old as well as the new balance. In the input field directly under the new balance, you can specify how much you would like to pay.

UpCan I cancel a payment online? 

No, you cannot cancel a payment online.  If you need to cancel a payment call your financial institution.

UpHow do I authorize an Auto Pay from either my checking account of a credit card account? 

On the Auto Pay tab, under the heading Your Auto Pay Authorizations you will see a list of your accounts. Click the Grant button for the account you wish to authorize an Auto Pay for.  A page will appear where you can fill in credit card or bank account information or select from one of your saved accounts.

UpIs it possible for me to withdraw an Auto Pay authorization? 

Yes, on the Auto Pay tab, you can click on the Withdraw button under one of your authorizations to cancel it. Once your authorization is canceled, you will need to resume manual online payments for this account.

UpWhat is Operation WaterShare and why am I solicited to contribute to it? 

Dallas Water Utilities sponsors Operation WaterShare, a program where customers with extreme financial need are provided funding to pay their water bills.  If you would like to contribute to Operation WaterShare, simply add your tax deductible donation to your payment.  Operation WaterShare is funded solely by the voluntary donations of Dallas citizens, businesses and DWU employees.  Annual contribution statements are provided in January each year for tax reporting purposes.

UpWhat are the various donation options? 

These are the available donation options on ePay:
  • Operation Watershare: Helps pay water bills for customers facing temporary financial setbacks.
  • Born To Read: Part of the Every Child Ready to Read program, Born to Read is centered in Parkland Hospital clinics. Librarians visit clinics, educate parents in the waiting rooms about brain development, share stories, give books to children.
  • Teen Library Programs: Dallas Public Library Teen Centers offer special programs to help teens achieve success in life and school. Programs are as diverse, ranging from digital photography to information on college entry, but all work to develop life skills.
  • Mayor's Summer Reading Program: The Mayor's Summer Reading program attracts 16,000 + Dallas children choosing to spend summer reading at Dallas Libraries. The program helps students retain reading skills. Programs and prizes make it fun!
  • AuthorSpeak: AuthorSpeak is a program featuring presentations by prominent authors followed by a lively period of discussion. The series is presented cooperatively by the Dallas Public Library and the World Affairs Council of Dallas
  • Develop a Community Garden in the City of Dallas: A Community Garden provides access to fresh produce and plants and neighborhood improvement. The garden will provide an educational and outreach opportunity for local residents and the principles of sustainability and water conservation.

UpWhat are Utility Inserts? 

Utility Inserts are public education and informational messages that are "inserted" into monthly utility bills. Inserts provide information on City services, initiatives and other programs of general interest to Dallas citizens and businesses. Inserts are mailed to customers with their utility invoice. Paperless customers can now view that month's utility inserts by accessing the home page of our e-Pay Website at www.dallascityhall.com, with or without logging in with their user ID and password.

UpHow do I access the Utility Inserts? 

You can access utility inserts at either this ePay Website: https://epay.dallascityhall.com/bdisu/public/frameset_top_html.jsp or Dallas Water Utilities' Website: http://dallascityhall.com/departments/waterutilities/Pages/bill_inserts.aspx.

 

Mailing Address Tab

UpWhere do I change my mailing address, telephone number or email address? 

Click the Mailing Address Tab, then click the Edit button. Update the appropriate information and click Save.

 

Bank Accounts Tab

UpHow do I change my checking account information? 

Click the Bank Accounts Tab, then click the Edit button. Update the appropriate information and click Save.

 

Credit Cards Tab

UpHow do I change my credit card information? 

Click the Credit Cards Tab, then click the Edit button. Update the appropriate information and click Save.

 

Auto Pay Tab

UpHow do I authorize an Auto Pay from either my checking account of a credit card account? 

Click on the Auto Pay Tab, you will see a list of your accounts. Click the Grant button for the account you wish to authorize an Auto Pay transaction for. A page will appear where you can fill in credit card or bank account information or select from one of your saved accounts.

UpIs it possible for me to withdraw an Auto Pay authorization? 

Yes, on the Auto Pay Tab, you can click on the Withdraw button under one of your authorizations to cancel it. Once your authorization is canceled, you will need to resume manual online payments for this account.

 

Notification Tab

UpWill I receive a paper bill if I am a registered ePay user? 

Click on the Notification Tab, you will see a list of your accounts and the current preferred method of how you want to be contacted when an invoice is available. Options are to receive an email notification or a paper bill. You can set each account to a different setting.

 

Change Password Tab

UpWhere do I change my password? 

Go to the Change Password Tab. Type in your old and new passwords. You will receive an email confirming this change.

 

Move In/Out Tab

UpHow do I know when water service will be turned on for the Move In that I entered online? 

DWU will receive and send your request to the field for service turn on between 8 am - 11 pm on the date you requested. If you require water be turned on by a certain time, please call (214)651-1441 to make that request. If there are any questions about this request entered online, Customer Service will contact you by email or by telephone.

UpHow do I know when water service will be turned off at the address for the Move Out that I entered online? 

DWU will receive and send your request to the field for service turn off between 8 am - 11 pm on the date you requested. If you require water be turned off by a certain time, please call (214)651-1441 to make that request.

UpHow do I know when water service will be turned off at my current premise and turned on at the premise where I am transferring service? 

DWU will receive and send your request to the field for these turn off and turn on services between 8 am - 11 pm on the date you requested. If you require water be turned on or off by a certain time, please call (214)651-1441 to make that request.

 

Services Overview Tab

UpWhat are the meter reading types and what do they mean? 

  • 01 - Meter Reading by Office Employee = Meter reading entered or estimated by a City of Dallas office employee during billing adjustment activities.
  • 02 - Meter Reading by Customer = As a customer with a portable fire hydrant meter contract, you may periodically fax in the meter read to our Customer Service offices.
  • 03 - Automatic Estimated Meter Reading = In the absence of a billable meter read or because utility personnel could not gain access to the meter for reading, the system has estimated usage based on your account history.
  • 40 - ITRON Verified Meter Reading = A second City of Dallas water utilities representative re-read the water meter that serves this premise, after the original meter read.
  • 50 - Meter Reading by T-OFF Non-Pay Crew = A City of Dallas water utilities representative read the water meter when the service was turned off for nonpayment.
  • 60 - ITRON Meter Reading = A City of Dallas water utilities meter reader read the water meter that serves this premise.
  • 70 - ITRON AMR Meter Reading = Meter reading obtained through automated meter reading device (future capability planned for 2008, not yet deployed)
  • 80 - Meter Reading by Distribution = A City of Dallas water utilities field representative read the water meter during other maintenance or non-billing activities.

 

Security

UpWhat are the security features of City of Dallas ePay? 

  • The site requires 128-bit SSL encryption.
  • Your bank account numbers and credit card numbers will be masked when they are displayed on the screen, except when you are editing them or entering a new one.
  • Your password must be at least 8 characters long, containing at least 1 alphanumeric character.

UpWill my data be transferred safely? 

Yes.  City of Dallas ePay uses SSL (Secure Sockets Layer) to securely transfer your information between your computer and the website. The website uses 128-bit encryption. SSL with 128-bit encryption is the internet standard for secure transactions and data transmission.

 

Web Browser Requirements

UpWhat are the prerequisites for my web browser? 

To use City of Dallas ePay you need a modern web browser. The following browser versions are supported:
  • Microsoft IE 10+
  • Microsoft Edge
  • Mozilla Firefox
  • Apple Safari 9+
  • Google Chrome

UpWhat type of system is recommended for the City of Dallas ePay? 

It is recommended that a desktop system be used with City of Dallas ePay. The minimum screen resolution of a device using ePay should be 1024x768. Some tablets have this minimum screen resolution, however, smartphones typically do not have this minimum screen resolution.

 

Other Information

UpAdditional information about water and sewer service or Dallas Water Utilities. 

Please visit our website at http://dallascityhall.com/departments/waterutilities/pages/default.aspx

UpAdditional information about garbage and recycling service or Sanitation Services. 

Please visit our website at http://dallascityhall.com/departments/sanitation/Pages/default.aspx

UpAdditional information about storm water. 

Please visit our website at http://www.wheredoesitgo.com/about.html