City of Tucson Water Department 2026: Pay Bill, Phone, Emergency & Service Help
Tucson water customers usually need a fast desert-specific answer: pay the utility bill safely, start or stop service, report a broken main, find out why usage jumped, request help paying, or check whether water is leaking before it becomes an expensive Sonoran Desert problem. This guide turns Tucson Water’s official billing, emergency, meter, CARES assistance, water-quality and conservation resources into quick action cards, phone numbers, step-by-step checks, map links and official forms.
What Do You Need From Tucson Water?
Tucson Water Contacts That Actually Matter
Use the right number first. Billing, emergencies, sewer, garbage, water quality and payment portal support are separate routes.
| Need | Official detail | Use it for |
|---|---|---|
| Customer Service & Billing | 520-791-3242; toll-free 800-598-9449; Mon-Fri, 8 AM-5 PM | Billing questions, account questions, turn on / turn off service and payment issues. |
| TTY | 520-791-2639 | TTY access. |
| Customer service email | TW_CustomerService@tucsonaz.gov | Billing/account follow-up when email is better than phone. |
| Emergency | 520-791-4133, 6 AM-9 PM | Broken main, pipeline or urgent water service issue during listed hours. |
| After-hours emergency | 311 | After-hours broken water main, pipeline or emergency water issue. |
| Online payment help | Paymentus help line 800-420-1663; customercare@paymentus.com | Portal or payment technical support. |
| Water quality / colored water | Customer Support Unit 520-791-5945 | Colored water, water quality support and possible flushing dispatch. |
| Bill assistance | Tucson Water CARES: 520-791-5443, Mon-Fri, 8 AM-4:30 PM | Discounts, hardship help and bill assistance program questions. |
| Sewer | Pima County Regional Wastewater Reclamation Department: 520-724-6609 | Sewer/wastewater billing or sewer service questions. |
| Garbage & recycling | City Environmental Services: 520-791-3171 | Garbage and recycling charges or service questions. |
How to Pay a Tucson Water Utility Bill
Tucson Water’s bill portal is the best route for most payments because it supports account tools beyond one-time payment.
| Payment task | Official route | Best use |
|---|---|---|
| Online payment | View/Pay Your Utility Bill page | Pay online through the official Tucson Water portal. |
| AutoPay | Secure bill portal | Monthly payment automation. |
| Paperless billing | Online payment portal | Receive billing notices by email or text. |
| Text-to-Pay | Online payment portal setup | Text-based reminders and payment workflow. |
| Payment issue | Tucson Water 520-791-3242 or Paymentus 800-420-1663 | Billing question vs. portal technical issue. |
Tucson Water Online Portal: What It Helps You Do
Start, Stop or Transfer Tucson Water Service
Tucson Utility Services can activate new service and terminate existing service on requested dates through the Residential Service Form. For help, call Tucson Water customer service.
Open the official residential service form
Use the official Tucson Water Residential Service Form for activation or termination of service.
Prepare service details
Have the service address, requested start or stop date, customer name, contact information and any owner/tenant agreement details ready.
Call if timing is urgent
For turn on / turn off service questions, call 520-791-3242 during phone hours.
Tucson Water Emergency, Broken Main or Pipeline Issue
Do not use the payment portal if water is flooding, a main appears broken, or there is a dangerous water-service issue.
Call the emergency number from 6 a.m. to 9 p.m.
For Tucson Water emergency contact, call 520-791-4133.
Call 311 after hours
For after-hours broken water main, pipeline or emergency water issue, call 311.
Give exact location and hazard details
Report the address, nearest cross streets, whether water is in the street, sidewalk, alley, yard or meter box, and whether traffic or electrical hazards are present.
Tucson Water High Bill or Usage Alert Help
Tucson Water offers High Bill / Usage Alert Help. Customers can complete the form or call 520-791-3242 and ask for a High Bill Investigation.
| Check | Why it matters in Tucson | Action |
|---|---|---|
| Irrigation / drip system | Desert landscaping leaks can run unnoticed underground or under gravel. | Check zones, emitters, valves and wet spots. |
| Toilets | Silent running toilets can use water all day. | Use dye test or inspect flapper/fill valve. |
| Water softener / pool | Cycles, refills or backwash can create usage spikes. | Compare equipment schedule with bill period. |
| Meter leak test | Shows if water may be moving when everything is off. | Use Tucson Water’s meter-reading leak check below. |
| High Bill Investigation | Tucson Water can review unusual usage. | Submit the form or call 520-791-3242. |
Use Your Tucson Water Meter to Check for Leaks
Tucson Water says the water meter can help determine whether you have a leak inside the house or between the meter and the house.
Turn off the house valve
Shut off the house valve and make sure no water fixtures are being used.
Watch the meter needle or blue triangle
If the needle or blue triangle continues to move, or the flow rate is not zero, Tucson Water says you may have a leak between the house and the meter.
If it stops, check inside the house
If the meter does not move or the flow rate is zero, Tucson Water says the leak may be within the house.
Request a Tucson Water Courtesy Adjustment
Tucson Water’s Bill Adjustments page says customers can request a courtesy adjustment by calling 520-791-3242 or emailing Tucson Water Customer Service. Include the service address and/or statement account number.
Before you request
Find and fix the leak, save repair documentation, note dates and keep the bill that shows abnormal use.
What to include
Service address, statement account number, repair date, usage period, plumber/parts receipt and photos if available.
Tucson Water CARES: Help Paying Your Water Bill
Tucson Water CARES offers monthly discounts for qualifying customers, help for households facing financial hardship, and bill adjustments when unexpected high water use occurs.
Review eligibility
Use the official financial assistance page to check which program you may qualify for and what documents you need.
Apply online or call
You can apply online or call 520-791-5443, Monday-Friday, 8 a.m.-4:30 p.m.
Do not wait until shutoff pressure
Assistance and documentation review take time. Start before the account becomes urgent.
Tucson Water Quality, Colored Water and Customer Support
If you notice a colored water problem in your home, Tucson Water says to call the Customer Support Unit at 520-791-5945. Staff can help identify the problem and, if necessary, dispatch a crew to flush the water system.
| Issue | Likely action | Official route |
|---|---|---|
| Colored water | Do not guess; report details and affected fixtures. | Call 520-791-5945. |
| Taste / odor | Document time, fixture and whether neighbors are affected. | Use Tucson Water water quality resources. |
| Possible system issue | Staff may dispatch a crew to flush the water system if needed. | Customer Support Unit. |
Report Tucson Water Waste
Tucson Water asks residents to note the cross streets or address and take a picture if possible when reporting water waste.
Report by email or phone
Email waterwaste@tucsonaz.gov or call 520-791-2514 and leave a message.
Report through app
Submit an online request through the SeeClickFix Tucson App when photos and location are useful.
Sewer and Garbage Questions on a Tucson Utility Bill
Your utility bill may include water, sewer/wastewater, garbage or recycling charges, but not every charge is handled by Tucson Water customer service.
| Charge / issue | Official routing | Use it for |
|---|---|---|
| Water billing/account | Tucson Water: 520-791-3242 | Water bill, meter, start/stop water service and water account support. |
| Sewer / wastewater | Pima County Regional Wastewater: 520-724-6609 | Sewer rates, wastewater charges and winter averaging appeals. |
| Garbage / recycling | City Environmental Services: 520-791-3171 | Garbage and recycling service or charge questions. |
What to Say When Calling Tucson Water
| Situation | Say this first | Have ready |
|---|---|---|
| Payment issue | “I need help with my Tucson Water bill payment or payment portal.” | Account number, service address, payment confirmation or portal error. |
| Start / stop service | “I need to activate or terminate residential water service.” | Service address, requested date, customer name and contact details. |
| Water emergency | “I’m reporting a broken water main or pipeline issue at [location].” | Cross streets, visible water, hazards and callback number. |
| High bill | “I want to request a High Bill Investigation.” | Statement account number, bill period, leak checks and recent irrigation/pool use. |
| Courtesy adjustment | “I repaired a leak and want to request a courtesy adjustment.” | Repair proof, dates, account number and service address. |
| Assistance | “I need Tucson Water CARES assistance information.” | Income documents, current bill, account info and hardship details. |
Tucson Water Customer Service Map and Visit Checklist
Tucson Water lists lobby service at 1100 S. Alvernon Way, 4004 S. Park Ave, and 201 N. Stone Ave. Lobby hours are listed as Monday-Friday, 8:30 a.m.-4:30 p.m. Confirm the best location before visiting.
Tucson Water Customer Service – Alvernon Location
Address: 1100 S. Alvernon Way, Tucson, AZ.
Customer Service: 520-791-3242.
Lobby hours: Monday-Friday, 8:30 AM-4:30 PM.
Tucson Water Bill, Meter and Leak Check Video Resource
A stable official Tucson Water billing video embed ID was not confirmed, so this section uses a safe resource card instead of a broken YouTube iframe. Use videos for general learning only; official Tucson Water instructions should control billing, service, emergency and assistance steps.
Visual Help for Meter Reading and Leak Checks
Helpful topics include reading a water meter, finding a toilet leak, checking irrigation leaks, and understanding utility bill portal setup.
Search Related Water Meter Videos
Watch general tutorials, then use Tucson Water’s official meter and high-bill pages for the actual process.
Official Tucson Water Links Used in This Guide
Tucson Water
Main Tucson Water page for customer resources, water stewardship and water programs.
Open Tucson WaterCustomer Service
Lobby locations, payment help, customer service forms and contact routes.
Open Customer ServiceContact Tucson Water
Billing phone, emergency phone, sewer routing, garbage routing and email contacts.
Open Contact PagePay Utility Bill
Online payment portal, AutoPay, paperless statements, payment methods and Text-to-Pay.
Open Pay BillResidential Service Form
Activate new residential service or terminate existing Tucson Water service.
Open Service FormHigh Bill Help
High Bill / Usage Alert Help and High Bill Investigation route.
Open High Bill HelpReading Your Meter
Meter leak-check steps and inside-vs-outside leak guidance.
Open Meter GuideBill Adjustments
Courtesy adjustment request route and customer service instructions.
Open AdjustmentsTucson Water CARES
Monthly discounts, hardship assistance and application route.
Open AssistanceColored Water Help
Water quality support unit and flushing support for colored water problems.
Open Color HelpWater Bill Resources
Bill portal, rates, meter reading, sewer winter averaging and financial assistance resources.
Open Water Bill ResourcesDIY Water Efficiency Checkup
Water-use audit, leak and efficiency guidance for customers.
Open DIY CheckupCity of Tucson Water Department FAQs
What is the Tucson Water customer service phone number?
Call Tucson Water Customer Service & Billing at 520-791-3242. The toll-free number is 800-598-9449. Phone hours are Monday-Friday, 8 AM-5 PM.
Who do I call for a Tucson water emergency?
Call 520-791-4133 from 6 AM-9 PM. For after-hours broken water main, pipeline or emergency water issues, call 311.
How do I pay my Tucson Water bill online?
Use Tucson Water’s official View/Pay Your Utility Bill page. The portal lets you set up payment methods, view statements electronically, set up AutoPay, sign up for paperless billing notices and use Text-to-Pay.
Does Tucson Water call customers demanding payment?
Tucson Water says it does not call customers demanding payment or solicit payments over the phone. Use official payment methods from TucsonAZ.gov if you need to pay.
How do I start or stop Tucson Water service?
Use the official Tucson Water Residential Service Form for activation or termination of service, or call 520-791-3242 for turn on / turn off questions.
What should I do if my Tucson water bill is high?
Check for leaks first, especially irrigation and toilets. Tucson Water offers High Bill / Usage Alert Help and says customers can call 520-791-3242 and ask for a High Bill Investigation.
How do I check for a Tucson Water leak using the meter?
Turn off the house valve. If the meter needle, blue triangle or flow rate continues to move, there may be a leak between the house and meter. If the meter does not move, the leak may be inside the house.
How do I request a Tucson Water bill adjustment?
Call 520-791-3242 or email Tucson Water Customer Service. Include your service address and/or statement account number, plus repair documentation if the issue involved a leak.
Does Tucson Water offer financial assistance?
Yes. Tucson Water CARES offers discounts and hardship assistance. Apply online or call 520-791-5443, Monday-Friday, 8 AM-4:30 PM.
Who handles Tucson sewer questions?
Tucson Water routes sewer questions to Pima County Regional Wastewater Reclamation Department at 520-724-6609.
Who handles garbage and recycling questions on the utility bill?
Garbage and recycling questions are routed to City of Tucson Environmental Services at 520-791-3171.
Who do I call for colored water in Tucson?
Call Tucson Water Customer Support Unit at 520-791-5945. Staff can help identify the problem and may dispatch a crew to flush the water system if needed.
Best Way to Handle a Tucson Water Department Task
Tucson Water’s official pages separate billing, emergency response, start/stop service, meter leak checks, bill adjustments, CARES assistance, water quality, sewer charges and garbage questions. Using the right route helps customers avoid payment scams, protect property during leaks and get the correct department the first time.
Editorial note: This guide is informational and summarizes official Tucson Water and City of Tucson resources for easier public use. Official phone numbers, lobby locations, payment portal rules, assistance programs, fees, forms, emergency routing, sewer routing, garbage contacts, water-quality details and policies can change. Confirm final details on official TucsonAZ.gov pages before paying, starting or stopping service, reporting an emergency, requesting an adjustment or applying for assistance.