Customer Service FAQ

In addition to our online payment options, we have many options for in-person payment. Click here to input your zip code and find a location that is most convenient for you.

Can I pay by phone?
Yes. Customers can call (915) 594-5500. 

Can I pay my bill online or by credit card?
Yes – We have several ways in which you can pay your bill online. Visit our Pay My Bill page to learn more.

Can my monthly payment be drafted directly from my bank account?
Yes – We can automatically debit your bank account to pay your bill using the Automated Clearing House system. Visit our My Account page to sign up.

What is the penalty if a check has been returned by my bank?
A $25.00 fee applies to all returned payments for insufficient funds or other returns by a financial institution. Customers with repeat returned payments might be placed on a cash only status at the sole discretion of El Paso Water based on the account history and credit rating.

That is the last four digits of the Social Security Number of the account holder, if you haven't called to update your PIN.

You may setup a new account online or via E-mail: [email protected]. The account must be set up in the person’s name that is requesting the service (no exceptions).

Required information:

• Old service address or account number (if you are a current customer)
• New service address
• Customer's full name
• Acceptable photo IDs include: Driver’s License, Texas State ID, Military ID or Passport
• Current phone number
• Email address (optional, but recommended)

Additional information that may be required:

• A Lease Agreement or Proof of Service from the Electric and/or Gas utilities at the service address
• Co-tenant requires the same information as the primary customer as they are also a responsible party on the account (no exceptions). This means if the co-tenant was on the prior account, we need positive proof of these documents by photocopy, fax or e-mail.

The above information is required for system security to help protect your personal account.

 

A $75 Deposit are required for all standard residential customers. These fees will appear on the first billing.

Please refer to our Rate Page for full details.

If the credit record of a particular customer is unfavorable, then EPWater may require a deposit in excess of the scheduled amount based on the two highest monthly bills on record for the customer requesting service. The bill guarantee deposit will apply to your current account final bill.

For detailed instructions, visit our page on Understanding Your Bill or click here to watch a video.

Call us at (915) 594-5500 weekdays from 7 a.m. to 6 p.m. Mountain Time. Please use our automated phone system to request a call back if our lines are busy. Click here to email us for assistance on billing or service questions.

 

Rate changes and higher water usage are primary contributors to higher bills. Click here for a guide to help determine why your bill is unusually high.

 

Bills are due 14 days after the billing date. If you have concerns about an overdue payment, please contact Customer Service by email or phone. For more information, visit our page on overdue payments.

We understand that financial hardships can happen to anyone. We offer payment extensions and are willing to make special arrangements to help make your payments more manageable. To keep your water flowing, a partial payment is always better than no payment.

To discuss your options, please contact Customer Service at 915-594-5500.

To help you read your meter, we have an easy to follow guide.

Customers that use less than 4 CCF in any given month will not pay the WSRC (Water Supply Replacement Charge). This is a savings of $14.60 per month for the average residential customer. Savings will vary depending on the size of meter on the account.

Click here to get information about requesting a leak adjustment.

For residential customers, there is a minimum monthly charge plus a charge calculated based on 90 percent of the customer’s average winter consumption. See the schedule of rates for more details.

Yes. Fixed monthly charges are user fees assessed to recover costs associated with providing capital facilities (pump stations, reservoirs, transmission lines, wells, lift stations, odor control stations, interceptor lines, etc.) necessary to deliver water and sewer service.

 

El Paso’s varied elevations may lead to some homes needing pressure regulators to deal with high water pressure. Some homes in El Paso may have pressure regulators that were installed underground by the home builder. If your home had a pressure regulator installed, it is typical for the pressure regulator to be installed near the water meter. However, this is not always the case.

After some time, the pressure regulator may require maintenance or stop working. If you feel you have high water pressure, over 80 psi, you should look into getting it serviced or purchasing a new one. A licensed plumber will be able to help you with this.

If left unattended, you could risk damage to household appliances and/or experience unnecessary water leaks.