PayAMA is managed by the Utility Billing Department. Their mission is to provide accurate and timely billing to customers with the highest regard for public satisfaction.
The New Utility Billing System has launched. View the Utility Billing System page for instructions and Information.
Access the Utility Billing Portal to view, manage, and pay your bill online.
- CONTACT INFORMATION
- waterbill@amarillo.gov
- 806-378-3030
- Chat with an Agent
-
Mailing Address:
City of Amarillo
Utility Billing Department
PO Box 100
Amarillo, TX 79105 -
In-Person
Amarillo City Hall
623 S Johnson St
Suite 1200
Amarillo, TX 79101
New Account Number lookup Tool
Use the lookup tool below now to find your new account number. Use this number going forward to pay your Utility Bills. Beginning March 31, you can register and start managing your account in the new online portal.
Utility Billing FAqs
Visit the Utility Billing System page for details on the new system launching March 31.
How do I pay a Utility Bill?
A new online payment portal has launched!. View the Utility Billing System page for details. All additional payment options will still be available.
Online
Access the Utility BillingPortal to view, manage, and pay your bill online.
By Phone
Pay-by-Phone by calling 806-576-1932
In Person
623 S Johnson Street
Amarillo, TX 79101
By Mail
No cash please
Available 24 hours a day
North entrance of City Hall
Drive Through
A mobile payment unit is available on the north side of City Hall with drive-up capabilities and is open Monday-Friday, 11:00 am to 2:00 pm.
Local Payment Locations
- All Amarillo National Bank Locations — Will only accept current bills before the due date.
- Western Union: $1.00 fee added at these locations:
- Amarillo National Bank
- United Supermarkets
- Fiesta Foods
- Taylor Furniture
- Mr. Payroll located inside selected Toot’n Totum Stores
Checking Account Draft
A draft form can be filled and voided check must be attached.
How do I start a new service?
Customers can now complete a Start Service Application directly through our new payment portal.
When visiting the portal login page, select “Are you a new customer?” to access and submit your application online.
When applying through the portal, you can now conveniently upload your lease or deed at the time you submit the Start Service application. This helps us process your request more efficiently.
Other Ways to Request Service
You may request new service by:
- Emailing waterbill@amarillo.gov
- Calling 806-378-3030
If you request service by phone or email, a copy of your lease or deed may be requested and must be sent back to us by email (rather than uploaded through the portal application).
What do I need to close/final services at an address?
Customers can now request to terminate service directly through the online payment portal.
- After logging in or registering a new account, go to the Forms tab to submit a Terminate Service Request.
- Service Terminations are processed for the following business day.
If requesting to terminate services by phone or email, you will need to verify your name and the last four digits of your Social Security number to process your request.
How do I transfer services to another address?
You are now able to submit a Transfer Service Request entirely through the new online portal:
- Log in or register and select the Forms tab.
- Fill out the Transfer Service Request for your new Amarillo service address.
If requesting a transfer by phone or email, verification of name and last four digits of your Social Security number is still required. Lease or deed documentation will be requested via email rather than through the portal.
Utility Billing requires the current service address to be in good standing or current on payments.
What does my bill look like?
Bills are available online (with registration) or as a paper version mailed directly to the main account holder.
Paper bill sample from the new Utility Billing System launched March 31, 2026.
Previous bill sample (prior to April 2026)
What are the water & sewer rates?
Water / Sewer Rates for Residential & Commercial Customers are based on usage. Customers are charged a minimum monthly fee determined by meter size, which includes the first 3,000 gallons of water. Usage exceeding 3,000 gallons is billed at an additional rate per thousand gallons, with tiered pricing that increases as usage increases. Rates are higher for customers located outside the city limits.
Why do water and sewer rates change and how are they determined?
Water and sewer rates in Amarillo are adjusted each October to address the city’s capital improvement needs and ongoing maintenance costs. The City Council reviews and approves the rates annually, which may include increases for water and sewer services. These adjustments are necessary to ensure the continued delivery of safe, reliable water and sewer services while maintaining and improving the city’s infrastructure.
What is the Drainage fee?
The drainage fee is a fee assessed to all property owners that allow the City to maintain all systems that convey rainwater to playa lakes or receiving streams. Some examples would be the curb and gutters, storm sewer pipes, drainage ditches, inlet boxes, playa lakes, street sweeping, and playa lake pumps.
How do I add someone to my account?
Note: Only the main account holder has access to account information.
Your customer account information is confidential under state law. If you would like to authorize the City of Amarillo to disclose your customer account information, Complete the Account Disclosure Request form to add them as an authorized user. The form can be mailed, emailed, or returned to the Utility Department located at City Hall.
- You will need to verify the last four of your social to make any changes to the account.
- In order for a person to be added to an active account they can not have an outstanding bill.
- Once you are added as a secondary on an account you will still be responsible for the bill.
Why do I have penalties on my account?
- 10% late fee is accessed if a payment is 3 days late.
- 10% late fee and $25 fee is accessed if a payment is 60 days late.
- 10% late fee and a $25 fee is accessed along with a $25 pull fee if a payment is 93 days late
Note: the City is only permitted to remove penalties up to three months back on active accounts, excluding the pull fee and door tag fee.
Why did I receive a pink tag on my door?
- If your oldest bill is 90 days late the city will put a door tag on your door, and you will need to pay by the date provided on tag to prevent any interruption of services.
- If you are unable to pay the full amount, we can give you the minimum amount to avoid the pull or if you are eligible, we can set you up on a payment plan.
Why did I receive a gold tag on my door?
If you have received a gold tag, it may indicate one of several situations related to your water service. The specific reason will be marked on the tag left at your property.
The selected notice may indicate:
- The meter was left off because consumption in excess of 10 gallons suggests water may be running on premises.
- Water was turned off due to a possioble leak detected.
- We need access to the meter located in your yard.
- Another issue requiring further explanation or follow-up.
Please review the marked reason on the tag for further details. If you have any questions or need clarification, contact the Utility Billing Department at 806-378-3030 for assistance.
What should I do if I receive a notice about a delinquent account?
Contact our Utility Billing department at 806-378-3030 to resolve the issue. If you have questions or need a copy of the bill, you can also reach out to us at this number.
How do I get my water service restored once disconnected?
- If your water service has been disconnected, the full past-due balance must be paid to restore service. Payments must be made before 3:00 PM Monday-Thursday or before 4:30 PM on Friday to have service restored the same business day.
- If you are unable to pay the full balance, the minimum payment of half of the past-due amount may be required with arrangements for the rest of the balance. A $25 service fee will also be applied to reconnect the meter.
- If payment is made after the cutoff times listed above, contact our office at 806-378-3030. Services will be restored the following business day.
What should I do if I receive an unusually high bill or want to dispute the usage amount?
If you receive a high or unusual bill, after logging in or registering on the new customer portal, you are able to review your hourly and monthly usage details under the Billed Usage section.
If you still have questions after reviewing your usage, you may request further investigation by submitting a General Customer Service Request under the Forms tab in the portal, or you may contact the Utility Billing Department directly for additional assistance at 806-378-3030.
Can I dispute the outstanding balance on my utility account?
You may submit a General Customer Service Request under the Forms tab in the online customer portal to begin the review process and discuss any concerns.
You may also contact our Utility Billing Department directly at 806-378-3030 for assistance in resolving the issue or to speak with a specialist about your account.
I am experiencing financial difficulties. Is there help with utility bills?
Yes, we offer payment assistance programs. Call us at 806-378-3030 to discuss available options tailored to your situation.
Can I qualify for a payment plan if I have been disconnected?
If a meter has been disconnected, we can offer a payment plan to restore services with a down payment of half of the balance, and the remaining balance will be put on a payment plan.
What if I can not pay my payment plan amount?
- Staff will determine what is behind based on our Utility calendar.
- Once a payment plan becomes 60 days past due, it will be canceled, and the remaining balance will be added back to the account.
Note: Payment plans are offered once per year and must be arranged through the Utility Billing Office.
Why am I receiving notice for a utility bill from 2019 - 2022?
Due to various issues, including COVID and staffing, we’re now addressing past-due accounts.
If my payment did not go through (was returned), can I set up a payment plan?
- Payment plans CANNOT be set up if they have a returned payment.
- If a customer pays the full amount of the return and the fee in office with cash or money order, we will allow them to set up a payment arrangement for the remaining amount.
What does an estimated reading mean?
- The meter reader may have been unable to reach the meter for reading due to obstructions.
- Extreme weather issues like rain or snow may have prevented a reading.
- While auditing accounts before billing the city may have noted unusual usage numbers and deferred to estimating the average for the account.
What if I have a leak at my residential property?
If a leak is detected there may be a possible leak adjustment once the problem is fixed and if you qualify for the adjustment.
- Leak must result in consumption of more than 50,000 gallons over the customer’s 12-month average.
- Customer must provide documentation of leak repair. (Plumber receipt, or receipt where customer bought the part to repair leak.)
- If all requirements are met a leak adjustment may be allowed for the two highest bills. Only one adjustment will be allowed every two years.
If you have additional questions regarding a leak adjustment, you may submit a General Customer Service Request through the online portal or contact the Utility Billing Department at 806-378-3030 for assistance.
What if I have a leak on a commercial account?
If a leak is detected, a possible leak adjustment may be applied once the issue is repaired and all qualification criteria are met.
- The leak must result in consumption exceeding 50,000 gallons above the customer’s 12-month average.
- The customer must provide documentation of the repair (plumber receipt or receipt for parts purchased to fix the leak).
If all requirements are satisfied, a leak adjustment may be applied to the two highest bills. Only one adjustment is allowed every two years.
If a full leak adjustment cannot be applied- either because the customer received one in the past two years or does not meet criteria- a high consumption adjustment may be considered. High consumption adjustments can be applied once per year for up to two billing periods.
For questions about leaks or high consumption adjustments, you may submit a General Customer Service Request through the online portal or contact the Utility Billing Department at 806-378-3030.
Will my Automatic Bank Draft transfer to the new system launched March 31, 2026?
It depends on how you enrolled:
If you signed up for Autodraft through the previous online payment portal (prior to March 31, 2026):
- Your automatic payments will NOT transfer to the new system
- You will need to re-enroll in AutoDraft once the new portal now available
If you signed up for EFT (bank draft) in person at the office using a bank draft authorization form:
- Your EFT enrollment WILL automatically transfer to the new billing system
- No action is required
If you are unsure how your auto draft was set up, contact Utility Billing at 806-378-3030 so we can verify your enrollment type.
What is a winter average?
A winter average is a reduced sewer billing rate for residential customers. It is designed to help ensure you are not charged sewer fees for water used outdoors, such as irrigation.
Your winter average is calculated based on your water usage during December, January, and February, when outdoor watering is typically lower. The average of these three months is then used to determine your sewer charges for the following year. The winter average is recalculated each March.
The citywide average usage is 8,000 gallons
- New residential accounts are temporarily set at 8,000 gallons for sewer billing until enough winter usage history is established.
- Customers must have usage during the designated winter months (December-February) for a personal winter average to be calculated.
If you have questions about how your average was calculated, please contact the Utility Billing department by portal request or by phone at 806-378-3030.
Why do I need to verify my Social Security number in regard to my water account?
Verification of the last four of your social security number is required in accordance with state law and identity protection regulations. This process helps ensure that account information is released only to the authorized account holder.
Protecting your personal information is a top priority. Verifying identifying information helps prevelt identity theft, unauthorized account changes, fraudulent payment arrangements, and the improper disclosure of billing or usage details.
Can I downsize or upsize my current meter?
Yes, but the process depends on your current meter size:
- A or B meters: If you want to swap an A or B meter for the other size, you will need to purchase a connector (A-TO –B or B-TO-A) to make the swap.
- C meters and larger: If you want to downsize a C meter or larger to an A or B meter, new taps must be purchased to properly install the smaller meter.
Taps and connectors ensure the meter is securely connected, functions correctly, and meets city standards.
If you have questions on what size of meter you currently have, please contact the Utility Billing Department at 806-378-3030 for further assistance.