The City of Amarillo is upgrading to a new utility billing system that will launch March 31, 2026. This new platform will offer easy ways to pay your utility bill and monitor your water usage.
- 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 Utility Billing Experience
When Is the New System Launching?
The new system is scheduled to go live March 31, 2026. Watch for launch details and instructions here, on social media, via email, and on your city bills.
Why the Change?
The Utility Billing Department is transitioning to a new system as the current system no longer supports the level of automation and functionality needed to serve our customers effectively.
In addition, the new system will integrate with the new digital water meter technology, providing customers with access to daily and hourly water usage data. This usage data will allow customers to better monitor consumption, identify potential leaks sooner, and make more informed decisions about their water usage.
We’re upgrading to deliver:
- A more modern, user-friendly online experience
- Easier access to account and billing information
- Water usage data
- Flexible payment features and scheduling
- Stronger security and faster service
- Customer service enhancements
All without changing how you receive or use your current utility service.
What’s Changing?
Old | New |
| Account number | Your account number will change – the new number will appear on your bill (starting April 2026) |
| Online login | The new system will require you to create a new login |
| Interface | Cleaner, mobile-friendly design |
| Billing history | Your billing history may not initially be available on the new system. Historic bills will be available through Customer Service and will be added to the system in phases. We appreciate your patience as we transition systems. |
| Water usage data | The new online portal and mailed printed bills will include water usage data. If you do not see this information in your online account or on your mailed bill, it may be because a digital meter has not yet been installed at your property or you previously opted out of installing a digital meter at your location. An interactive map is available where you can search your address and see the status of your digital meter installation – City of Amarillo Meter Route Status Map. Contact the City of Amarillo Customer Service for information. |
What Do I Need to Do?
For your FIRST BILL (mailed in April) in the new system, you will need to:
- Register your new online account and make a payment. After which you can set automatic payments going forward, or
- Make a payment by phone at 806-576-1932, or
- Pay in person at City Hall.
The First Bill in the new system will be mailed to all Utility Billing Customers, even if you had previously been paperless.
IMPORTANT: Previously scheduled payments and AutoPay are no longer active. Avoid missed payments by setting them up in the new system.
Pay Your Way!
You can still pay your utility bills the way you prefer.
- New online payment portal
- Pay-by-Phone by calling 806-576-1932
- In person at City Hall (623 S Johnson)
- Drive Through on north side of City Hall M-F, 11am-2pm
- By Mail to PO Box 100, Amarillo, Texas 79105
Logging into the New System Starting March 31
Step-by-step instructions will be available here when the system launches. Once you receive a bill with your new Account Number, you will use that to register.
- You will need the new Account Number listed on the bill, your Phone Number or Drivers License Number listed on your account, and Zip Code of the Mailing Address to create your new online profile.
- New Account Number will be on your new bill starting in April.
- Set your preferences for auto-pay, paperless billing, and alerts.
To help with the transition, no late fees will be charged through May. Note that this does not apply to accounts that are already 60 days or more delinquent.
More Ways to Pay
The new system gives you more ways to pay:
- Make a one-time payment
- Schedule recurring payments
- Pay multiple accounts in one place
- Sign up for paperless billing and email notifications
- Continue paying in person, by mail, or over the phone — those options stay the same
Your New Bill – Example
New System Communications
Sample Mailing Envelope
Every customer will receive a paper bill in April, even if they had previously been paperless. Watch for this envelope in your mailbox.
Sample Envelope
Bill Insert Information
The new bills, starting in April 2026, will include an informational insert in English and Spanish to guide customers to more information and assistance.
Bill Insert – English
Bill Insert – Spanish
March Bill Insert
This bill insert has been mailed with all March paper bills to inform customers about the new system.
Bill Insert – English
Bill Insert – Spanish
Utility Billing System Transition FAQs
Didn’t the City already update the billing system a few years ago?
The City updated its billing system in 2019. In 2023, an online payment option was added through Paymentus. The current update replaces the core billing system itself.
Why is the City changing utility billing systems again?
We understand the change can be frustrating. The current system has had limitations that made it harder for customers to manage their accounts and for staff to provide service. It doesn’t support things like water usage or automated payment plans, and the new system is intended to improve those issues.
Will my account number stay the same?
No. Account numbers will change with the new utility billing system. The new software does not support carrying over existing account numbers. Customers will receive their new account number on their April utility bill.
Why do I need to re-enroll in AutoPay or online payments?
Even though the payment processing software, Paymentus, is still being used to process payments, the billing system and customer portal are completely new. Because of that, previous payment profiles do not transfer over, and customers will need to create a new account and re-enroll preferred payment options.
When will utility billing payment services be unavailable?
Utility Billing services will be unavailable from Thursday, March 26 through Monday, March 30 while the City transitions to the new billing system. During this time, the system is being converted and tested to ensure accounts, balances, and data transfer correctly. Because of that, payments cannot be processed online, by phone, email, or in person. No late fees will be charged during the transition.
When can I access the new utility billing system?
The new system will be available starting Tuesday, March 31. At that time, customers can register, access the new portal, and resume making payments. You will need your new account number to get started. The City is also creating an online tool to help customers look up their new account number using their previous account number.
Why am I just now hearing about this?
Customers are hearing about the change closer to the launch (March 31) because access to the new system, including registration and new account numbers, is not available until it goes live. The goal is to share information when customers can actually take action, such as setting up their account and making payments.
Customers are being notified through multiple channels, including social media, email, local media alerts, City newsletter, updates on the City’s website, and bill inserts included in the March billing cycle in both English and Spanish. In addition, all customers will receive a mailed bill in April that includes their new account number.
Will I receive my new account number by mail?
Yes. All utility billing customers will receive a paper bill in April that includes their new account number.
Look for this mailing in April (sample image above).
Will the city waive late fees during the transition?
Late fees will be waived through the month of May to allow time for customers to set up their new account. However, account balances and due dates still apply, and accounts that are already delinquent or become delinquent may be subject to shutoff.
Who should I contact with questions?
We are here to assist!
Utility Billing Department
806-378-3030
waterbill@amarillo.gov
This webpage is the source for information on the new billing system: amarillo.gov/utilityportal