Atlanta Water Department 2026: Outage, Emergency & Shut Off

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Atlanta DWM water bill, ATL311, leak report, start service and account help

Atlanta Water Department 2026: Pay Bill, Phone, Service & Leak Help

Atlanta water customers usually need a direct answer: how to pay a water/sewer bill, who to call for ATL311, where to report a main break, which documents start service, how to dispute a high bill, or where to request meter and hydrant help. This guide converts the official Atlanta Department of Watershed Management details into quick action cards, tables, call scripts and checklists so you can solve the task without digging through multiple city pages.

☎️ ATL311: 311 / 404-546-0311 🕖 Call Center: Mon-Fri 7am-7pm 🚨 Emergencies: 404-546-0311 📍 72 Marietta Street 💳 Online portal + Pay-by-Text
Quick answer board

Choose Your Atlanta Water Task

💳 Pay water bill Use the official DWM payment portal, Pay-by-Text after registration, phone payment, walk-in windows, bank bill pay, Western Union or Walmart.
☎️ Call customer service Dial 311 inside Atlanta or 404-546-0311 outside city limits. ATL311 online is available 24/7/365.
🚨 Report leak or sewer spill Call 404-546-0311 for leaks, main breaks, sewer spills, persistent brown water or system-related pressure issues.
🧾 Dispute / adjustment Use the official Adjustment Request form. Leak adjustments need proof of repair and must meet DWM timing rules.
Fast official route: For payment, use Pay My Bill or the DWM Customer Payment Portal. For service requests, use ATL311. For customer service details, use DWM Customer Service.
Official contacts Pay online Payment options Start service Leaks and sewer issues Bill adjustment Care & Conserve Late fee and rates Meter and hydrant services High bill checklist Call scripts Map and office visit Video resource Official links FAQs
Emergency rule: For water/wastewater emergencies, main breaks, sewer spills or urgent after-hours issues, use 404-546-0311. If there is immediate danger to life or property, call 911.
Official contacts

Atlanta Department of Watershed Management Contacts That Matter

Need Official detail Best action
Customer Service / ATL311 311 inside city limits or 404-546-0311 Billing, service requests, leaks, pressure, brown water, sewer issues and general help.
Call center hours Monday-Friday, 7 a.m. to 7 p.m. Call during staffed hours for normal account questions.
ATL311 online Available 24/7/365 at ATL311.com Submit non-emergency service requests online and keep request number.
DWM administrative office 72 Marietta Street, Atlanta, GA 30303 Use for DWM office/map reference; call before visiting.
Payment windows Atlanta City Hall, 55 Trinity Ave SW, and 72 Marietta Street; 8:15 a.m.-5 p.m. Use for walk-in payment, but verify current access before visiting.
Care & Conserve 404-546-3620 Qualified bill payment assistance and plumbing repair assistance route.
Water quality issues 404-982-1468 Use for water quality concerns listed by DWM contact page.
Engineering Services 404-546-3282 Engineering-related service support, not routine billing.
Insider tip: If your issue is a bill, payment, account setup, leak, sewer spill, brown water or low pressure, start with ATL311 / 404-546-0311. If it is meter installation, hydrant rental or hydraulic testing, use the meter-specific contacts in the meter section below.
Online payment

How to Pay an Atlanta Water/Sewer Bill Online

1

Open the official payment page

Start from DWM’s Pay My Bill page or the DWM Customer Payment Portal.

2

Register if you want account tools

The portal says registration gives access to bill payment, smart meter consumption data, transaction/payment history, water usage analysis and multiple account management.

3

Use your latest bill

Have your most recent bill handy before registering or making payment. One-time payment pages may ask for account number and last name as it appears on the account.

4

Save proof

Keep confirmation number, date, amount, account number and payment method until the account balance updates.

Payment safety: Use the official payment link from AtlantaWatershed.org or PayAtlWaterOnline.com. Do not enter your account number through random ads or directory pages.
Payment choices

Atlanta Water Bill Payment Options: Online, Phone, Text, Walk-In, Drop Box, Bank, Western Union and Walmart

Payment method Official detail Best user action
Online portal DWM lists online payment through the secure payment service. Use for fastest digital payment and account tools.
Phone Pay by calling 404-546-0311. Use when you prefer phone support or need payment help.
Pay-by-Text Requires registering and enrolling online. Use after portal setup if you want quick text-based payments.
Personal bank bill pay DWM says to contact your bank for details. Use only if due date is not urgent; bank bill pay may have mailing/posting delays.
Walk-in payment Payment windows at City Hall and 72 Marietta Street; cards, debit card, check or money order accepted. Use when in-person receipt or account discussion is needed.
Night deposit box Available at 68 Mitchell Street entrance of Atlanta City Hall; checks or money orders only. Do not place cash in the drop box.
Western Union / Walmart DWM lists Western Union participating locations and Walmart as payment options. Use if convenient, but verify fees/posting and keep receipt.
Deadline tip: If payment is close to a cutoff, use an official real-time payment method and call ATL311 if you need to confirm posting. Bank bill pay and mail-style options can be slower.
Start service

Start Atlanta Water Service: Documents, Fees and Common Delays

Before applying: DWM says to check whether your address is in the DWM service area. If your building is served through a master meter, DWM may not be responsible for setting up an individual water account.
Applicant type Required documents listed by DWM Important fee note
Property owner Completed New Service Application, closing statement / closing disclosure / settlement statement / warranty deed or tax information, valid government ID. $80 deposit listed, varying by meter size, plus $15 account establishment fee. Only deed holder can apply.
Rental customer Completed New Service Application, current lease agreement with terms and signature pages, valid government ID. $80 deposit listed, varying by meter size, plus $15 account establishment fee. Only lease holder can apply.
Business Completed application, ownership/property document, government ID, EIN SS-4 IRS form, and authorization letter if not owner. $80 deposit listed, varying by meter size, plus $15 account establishment fee.
1

Apply online, fax or in person

DWM lists online application through the customer portal, fax to 404-979-6787, or in-person application with documents and fees.

2

Avoid common delay triggers

DWM lists false documentation, outstanding utility bills, expired ID, underage applicant, deceased applicant, missing documents, submission errors and misinformation as delay issues.

Start-service tip: If applying in person, DWM says to bring application, required documents and fees between 9 a.m. and 4 p.m. to one of the listed locations.
Leaks and sewer issues

Report an Atlanta Water Leak, Main Break, Low Pressure, Brown Water or Sewer Issue

Call for system problems

For leaks, main breaks, sewer spills, persistent brown water, system-related low pressure or sewer odor, call 404-546-0311.

Know responsibility line

DWM says distribution-line leaks from the meter to the house are homeowner responsibility, while main-to-meter and transmission-line repairs are generally City responsibility.

Problem What DWM says User action
Clear water, chlorine smell Likely water system leak. Call 404-546-0311 with exact location.
Cloudy leak, sewage/stormwater smell Likely sewer system leak. Call 404-546-0311; customer care is active 24/7 for sewer needs.
Low pressure inside home Could be plumbing system, valves, leaks or pipeline problem. Check plumbing first; report system-related low pressure to 404-546-0311.
Sudden area pressure drop May be a water main leak or pump station issue affecting several homes. Report immediately with street/intersection and affected area.
Brown water Can happen when sediment/rust is stirred up during line work or breaks. Try cold water from outside faucet 15-20 minutes; report persistent brown water.
Safety warning: Do not open meters, operate valves, approach sinkholes, enter flooded areas, or stand in traffic to inspect a leak. Report the location instead.
Adjustment / dispute

Atlanta Water Bill Adjustment or Dispute: What Users Need to Know

DWM says it may grant adjustments and credits for billing errors, fees and penalties, leaks, meter leaks and department error. The important part for users is documentation and timing.

Adjustment rule Official detail Actionable tip
Request must be written Use the approved DWM Adjustment Request form. Do not rely only on a phone call.
Submission window Request must be received within 12 months of the payment due date on the bill with relevant charges. Do not wait after a high bill or repair.
Leak proof Leak requests must include proof leak existed and was repaired, such as paid invoices, receipts, reports, photos or police report for vandalism. Keep repair receipt and photos before/after repair.
Temporary payment Customer must pay the temporary payment amount within 20 days of acknowledgement letter or request will not be processed. Watch mail/email after filing the request.
Appeal timing Appeal to the Water and Sewer Appeals Board must be submitted within 14 days of receiving decision letter. Do not miss the appeal deadline.
Official route: Use Request An Account Adjustment and ATL311’s request flow. Keep copies of every upload, receipt and confirmation.
Bill help

Care & Conserve Bill Payment Assistance and Plumbing Repair Help

Care & Conserve is designed for qualified customers who need bill payment assistance and help preventing future high bills through plumbing-related support and water efficiency devices.

Qualification / detail What DWM lists User action
Bill must be direct Customer must receive a water bill directly from the City of Atlanta. Check whether bill is in your name or through landlord/master meter.
Residence requirement Customer must currently live on the property for which assistance is requested. Prepare proof of residence if requested.
Active account Water service must be legally on and account active. Apply before the account problem worsens.
Past-due threshold Account must have gone through six billing cycles and have a past due amount of $300 or more at time of application. Have bill history ready before applying.
Application route Apply online, print/return application, or call 404-546-3620 to request application by mail. Avoid duplicate applications because DWM says duplicates may delay process.
Assistance tip: DWM says not to submit supporting documents until a Care & Conserve representative contacts you to confirm eligibility.
Rates and late fee

Atlanta Water/Sewer Rates and Late Fee Rules

📅 Rate period 2024-2028 Current structure maintained
📈 Increase No monthly increase DWM says rates maintained
🧾 Late fee 5% or $5 Whichever is greater
💧 Applies to Water/sewer Domestic/commercial users
🧮 Calculator Available Use official bill calculator
Important rate note: DWM says the current monthly water and sewer rate structure is maintained for the period beginning July 1, 2024 through June 30, 2028, and rates have not increased since 2012. Use the official Water and Sewer Rates page for current details.
Late fee warning: Atlanta code requires a late fee on delinquent water/sewer bills of 5% of the account balance or $5, whichever is greater.
Meter and hydrant

Atlanta Meter Installation, Meter Relocation, Hydrant Meter Rental and Hydraulic Test Help

Request Official detail User action
Commercial / master / 3-inch+ meter Office of Engineering Services plan review and approval required. Contact OES water availability group / meter route before payment.
Small meter purchase Meter Applications contact listed as 404-546-3390 for meters 2 inches or smaller that do not meet OES criteria. Get application, invoice and payment instructions before paying.
Meter purchase timeline DWM says allow 15 weeks for completion after payment. Do not schedule construction assuming fast installation.
Fire service hydraulic tests Tests cost $155 each; submit site map; allow 14 business days after payment. Use only for hydrants on City of Atlanta water mains and within city jurisdiction.
Hydrant meter rental Contact Hydrant Meters at 770-549-5982; rental fee listed as $2,900. Have ID, TIN/SSN, application documents, invoice and appointment; walk-in retrieval is not available.
Backflow device DWM says backflow device must always be attached to the hydrant meter during usage. Do not operate rented hydrant meter without required backflow setup and authorization form.
Do not pay too early: DWM warns not to attempt payment for fire service hydraulic tests, meter abandonments, meter relocations or meter purchases until Meter Applications provides an invoice and payment instructions.
High bill

High Atlanta Water Bill Checklist Before You Call

Atlanta water bills can involve water, sewer, late fees, meter readings, usage changes, leak repairs and disputed charges. Use this checklist before contacting ATL311 or requesting an adjustment.

Check What to look for Why it matters
Portal usage Smart meter consumption data, transaction history and usage downloads. Portal data helps show when usage changed.
Toilets and inside plumbing Running toilet, silent flapper leak, water heater leak, leaking fixture. Customer-side leaks can raise bills and need proof of repair for adjustment.
Yard signs Wet patches, sinkholes, tree roots near water lines, low pressure. DWM notes tree roots and wet patches can indicate water line leaks.
Meter-side leak Water around meter, meter box, curb area, street or right-of-way. Meter-to-house and main-to-meter responsibility differs.
Bill structure Previous balance, late fee, sewer charges, disputed billing period. A high balance is not always caused only by current water use.
Adjustment timing Payment due date on the bill with disputed charges. DWM says adjustment requests must be received within 12 months of that date.
High-bill call script: “My Atlanta water/sewer bill is higher than normal. I checked portal usage and found the change around [date]. I also checked [toilet/yard/meter/plumbing]. Can you help me review the account and tell me if I should submit an adjustment request?”
Call scripts

What to Say When Calling ATL311 or DWM

Situation Say this Have ready
Pay bill / portal “I need help with my Atlanta water/sewer account payment or portal access.” Account number, last name on account, payment confirmation, bill date.
Start service “I need to start water service at [address] and want to confirm required documents.” ID, lease/deed/closing documents, business EIN if applicable, application.
Leak / main break “I’m reporting a possible water system leak/main break at [exact location].” Address, cross street, whether clear/chlorine smell, photos if safe.
Sewer spill / odor “I’m reporting a sewer spill/odor or sewer-related issue at [location].” Exact location, smell, cloudy water, backup, hazard details.
Bill adjustment “I need to submit or follow up on an account adjustment request.” Form, repair proof, photos, paid invoice, bill with charges, temporary payment letter.
Meter / hydrant “I need help with meter purchase, relocation, hydraulic test or hydrant meter rental.” Property address, permit, site map, meter size, application, invoice if issued.
Request-number tip: When using ATL311 or calling, ask for the service request number and save it with date, time, staff name and next step.
Map

Atlanta DWM Office and Payment Window Map

DWM administrative offices are listed at 72 Marietta Street, Atlanta, GA 30303. DWM payment window information also lists Atlanta City Hall, 55 Trinity Ave SW. Call first if your task involves service start, account dispute, document submission or payment posting.

Atlanta Department of Watershed Management / 2 City Plaza

Use this map for 72 Marietta Street, Atlanta, GA 30303.

Open 72 Marietta Directions Open City Hall Directions
Bring this: photo ID, latest bill, account number, application, lease/deed/closing document, payment confirmation, adjustment form, repair proof, appeal letter or service request number.
Video resource

Atlanta Watershed Payment Portal and Water Bill Video Resource

DWM’s Pay My Bill page lists customer web portal, water bill and tiered rate structure videos. A stable direct video embed ID is not included here, so this section uses a safe resource card instead of a broken YouTube search iframe.

DWM Customer Web Portal and Water Bill Tutorials

Use official DWM video resources for portal basics and bill understanding. Final payment, emergency, adjustment and service rules should come from official DWM pages.

▶

Open Official Pay My Bill Video Area

Use DWM’s own Pay My Bill page to access official video resources without embedding an unverified video ID.

Open Pay My Bill Page Open Payment Portal
Video rule: Do not embed a YouTube search URL in WordPress. Use only a verified direct video ID, or use a safe resource card like this.
FAQs

Atlanta Water Department Phone, Bill Pay, Service and Leak FAQs

What is the Atlanta Water Department customer service phone number?

Dial 311 inside Atlanta or call 404-546-0311. DWM lists call center hours Monday-Friday, 7 a.m. to 7 p.m., with ATL311 online access 24/7/365.

How do I pay my Atlanta water bill online?

Use the official Pay My Bill page or the DWM Customer Payment Portal.

Can I pay my Atlanta water bill by phone?

Yes. DWM lists phone payment by calling 404-546-0311.

Where are Atlanta water bill walk-in payment windows?

DWM lists payment windows at Atlanta City Hall, 55 Trinity Ave SW, and 72 Marietta Street, Atlanta, GA 30303. Hours are listed as 8:15 a.m. to 5 p.m.

How do I report an Atlanta water leak or main break?

Call 404-546-0311 or 311 inside city limits. DWM says to report water system leaks, main breaks, sewer spills, persistent brown water and system-related low pressure through Customer Service.

What is the Atlanta water bill late fee?

DWM says Atlanta code requires a late fee on delinquent water/sewer bills of 5% of the account balance or $5, whichever is greater.

What documents are needed to start Atlanta water service?

Owners need a completed application, ownership proof such as deed/closing document, valid government ID, deposit and account establishment fee. Renters need a completed application, current lease, valid government ID, deposit and account establishment fee.

Can I request an Atlanta water bill adjustment?

Yes. Use DWM’s approved Adjustment Request form. Leak adjustment requests need proof the leak existed and was repaired, and requests must meet DWM’s timing and payment rules.

How do I rent an Atlanta hydrant meter?

DWM lists Hydrant Meters contact at 770-549-5982. The hydrant meter rental fee is listed as $2,900, and the hydrant meter must be used only within City of Atlanta jurisdiction with required backflow protection and authorization documents.

What is Care & Conserve?

Care & Conserve is a DWM program for qualified customers needing bill payment assistance and help preventing future high bills through plumbing repair assistance and water efficiency support. The listed office phone is 404-546-3620.

Final takeaway

Best Way to Handle an Atlanta Water Department Task

Use this route: Pay bill → PayAtlWaterOnline / Pay My Bill. General customer service → 311 or 404-546-0311. Leak, main break, sewer spill, brown water or low pressure → 404-546-0311. Start service → Start My Service page. Bill dispute → Account Adjustment page. Assistance → Care & Conserve. Meter/hydrant work → Meter Purchases page.

For the fastest result, keep your account number, service address, latest bill, payment confirmation, ATL311 request number, lease/deed, repair receipt, photos or meter/hydrant site map ready before calling or submitting an online request.

Editorial note: This guide summarizes official City of Atlanta Department of Watershed Management resources for easier public use. Phone numbers, hours, payment links, rate rules, late fees, deposits, assistance rules, adjustment procedures, meter fees, hydrant rental rules and office access can change. Confirm final details directly on official atlantawatershed.org, atlantaga.gov, ATL311.com or the official payment portal before paying, applying, visiting, reporting an emergency or submitting documents.

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