Important Information Regarding Electronic Communication

Read This Notice Carefully and Keep a Copy for Your Records

Prior to your receiving access to the City of Austin Utilities' Electronic Bill Payment Service, the City of Austin ("City") requires you to review the below terms and conditions and indicate your consent to them in order to provide you this service electronically.

NOTICE: This is a binding contract. Before you access and use the service available on this website and made available to you by the City of Austin and its third-party service providers (the "Service"), carefully read this agreement. By accessing this website and using the Service or clicking the applicable button to initiate your access, you consent to the terms of this agreement and you agree to be bound by this agreement. If you do not wish to become a party to this agreement and be bound by all of its terms and conditions, select the appropriate button to cancel the access process and do not use the Service or further access this website.

Electronic Bill Payment Terms and Conditions

Electronic Bill Payment Access User Agreement

This Electronic Bill Presentment and Payment User Access Agreement ("Agreement") is provided by the City of Austin's Utility Services and governs your use of the City's Pay-by-Web Electronic Bill Presentment and Payment Service (Service). Services provided by the City of Austin via electronic presentment and payment are also governed by other separate legal agreement(s), such as the City's Utility Services Regulations, which you may have with the City of Austin or any of its affiliates of subsidiaries, including but not limited to, their terms and conditions.

The following definitions apply to this Agreement:

"Account" is defined as the services you are being provided by the City of Austin.

"Business Day" is defined as Monday through Friday, excluding City Holidays.

"You" and "your" shall mean the person, persons, or entities in whose name the Account is carried on the books of the City of Austin and shall include the masculine, feminine, and neuter genders and plural as well as the singular whenever the context so permits.

"Us," "our," "we," and "payee" shall mean the City of Austin and all of its affiliates and subsidiaries.

Online Bill Payment Help

The Help document details how to use the Service. As a part of this Agreement, you agree to become familiar with the information contained in the Help document prior to using the Service. The Help document may be reviewed online and may also be accessed during your Internet banking session by clicking the Help button. All information contained in the Help document and updates to it are part of this Agreement.

Permission to Access

As additional consideration for your agreeing to these terms and conditions, the City of Austin is willing to provide you with a limited, non-exclusive, non-transferable right to access this website and use the Service for your internal use only, but only pursuant to the terms and conditions of this Agreement.

Security Deposit Waiver

Qualifying residential customers can have their deposit waived if one of the following conditions applies to their household:

  • Have a record of satisfactory compliance with Customer Payment Standards on a previous City of Austin Utility account
  • Provide a letter of reference from another electric, gas, or water utility, or
  • Provide a Landlord Letter of reference form showing at least one metered utility was included in the monthly rental amount
  • Enrollment in Auto Pay and E-Bill
  • 65 years of age or older
  • Service Members Returning after Deployment
  • Victims of Domestic Abuse
  • Displaced Tenants Eligible for Tenant Relocation Assistance
  • Any resident at the service address qualifies as medically indigent

If you choose to proceed with the deposit waiver process the following terms and conditions apply.

  • All necessary paperwork / documentation required to determine waiver eligibility will be submitted in the time frames outlined by Austin Energy Deposit Waiver Policy.
  • Responsibility for ensuring documentation is received by Austin Energy is the sole responsibility of the requesting account holder or their designee.
  • Provide a Landlord Letter of reference form showing at least one metered utility was included in the monthly rental amount and the customer was not delinquent in the preceding 12 months.  
  • Enrollment in Auto Pay and E-Bill for 12 months:
    • I understand If I remove myself from auto pay or I am removed for not meeting the customer payment standards then a deposit will be applied to my account based on the current deposit policy.
  • Provide proof of 65 years of age or older if requested.
  • Provide documentation of deployment orders.
  • Provide a signed domestic violence waiver from an authorized entity.
  • Displaced Tenants Eligible for Tenant Relocation Assistance.
  • Certification by a medical provider as to meeting the conditions of being medically indigent as prescribed by the Texas Administrative Code, Title 22, Part 2, Chapter 224.


The Service allows City of Austin customers to access information regarding their utility services and initiate transactions from customers' bank accounts to pay their City of Austin Account. Such services include but are not limited to the following:

  1. View Account information.
  2. Schedule payments to the City of Austin in the United States.   
  3. Report Account problems, request information, or order changes to Account information or services via a secured communication channel.

By directing the City of Austin to initiate a payment, you authorize the City of Austin or its agent to withdraw from the banking account you designate the amount of funds required to complete the assigned transaction. You regard your requests for Account services, instructions to change existing Account information or services, and other communications received via the Service as legal endorsements. As such, all correspondence initiated via the Service shall command the legal authority of a written request authorized by your signature.

Customer Service

You may contact the City of Austin by calling our Utility Customer Care Center. Representatives are available to assist you Monday through Friday, 7:00 am to 9:00 pm CST and Saturday 9:00 am to 1:00 pm CST. Customer Care representatives may provide assistance only within the guidelines set forth by this Agreement and the City's Utility Service Regulations. Customer Care representatives are not authorized to negotiate any of the terms of this Agreement or of the Service.

The same encryption process used to secure your Account information secures messages sent via the forms provided by the Service. The Customer Care feature provided by the Service may be used to securely transmit confidential information to the City of Austin.

Disclaimer as to the Service

The City of Austin will make reasonable efforts through the Service to complete a bill payment to your Account on time and in the correct amount in accordance with this Agreement. However, the City of Austin is responsible for making reasonable efforts to fulfill only those Account requests actually received via the Service. The City of Austin in any event shall not be liable nor accountable for any damages or losses (whether direct or indirect) resulting from a delay or any other failure of the service including but not limited to transmittal of a message via the service, whether arising from user error, malfunction of equipment, natural impediments, networking impediments, and/or inaccurate or incomplete information, failure by you to have sufficient funds in your account, or by any other cause, and by using the Service you understand the possibility of same and agree to this. In no event shall the City of Austin's or the third-party service providers' liability for damages exceed the total aggregate fees you paid to the City of Austin for the service.

Though every attempt is made to provide accurate and timely information on our website, the Service (and all information and data you may receive as a result of accessing the Service) is provided "as is" without warranty of any kind, and no warranties, either express or implied, are made with respect to the Service and such information, including but not limited to any implied warranties of merchantability, fitness for a particular purpose, title or non-infringement, or any other warranties that may arise from usage of trade or course of dealing. The City of Austin and the third-party service providers do not warrant, guarantee, or make any representations regarding the use of or the results of the use of the Service (and all information and data you may receive as a result of accessing the Service) in terms of correctness, accuracy, reliability, or otherwise and do not warrant that the operation of the website and the Service will be uninterrupted or error free. The City of Austin and the third-party service providers expressly disclaim any warranties not stated herein. You agree that the Service (and all information and data you may receive as a result of accessing the Service) is not a consumer good for purposes of federal or state warranty laws.

Electronic Funds Transfer Errors

In case of errors or questions about your online payment, contact the City of Austin by:

Writing to us:
Customer Care Center
721 Barton Springs Rd.
Austin, TX 78704-1186

Calling us:




The City of Austin must hear from you within sixty (60) days after the first statement on which the problem appeared was sent to you. Please tell us your name and Account number, describe the error or the transfer about which you are unsure, and explain why you believe there is an error, and tell us the dollar amount of the suspected error. If you tell us orally, we may require that you send us your complaint or questions in writing within ten (10) business days.

The City of Austin will tell you the result of our investigation within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days to investigate your complaint or questions. If we decide to do so, we will provisionally credit your account within ten (10) business days for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation.

If the City of Austin asks you to state your complaint or question in writing and we do not receive it within ten (10) days, we may not provisionally credit your account. If we decide that there was no error, the City of Austin will send you a written explanation within three (3) business days after we finish the investigation. You may ask for copies of the documents that were used in the investigation.

Customer Liability for Authorized Transfers

You must notify the City of Austin at once at 512-494-9400 if you believe your password has been stolen. Telephoning is the more secure way to notify us so as to limit the amount of loss.

Copyright Information

All logos, service marks, trade names, and trademarks contained within this site are the sole property of the City of Austin or its agents. It is prohibited for anyone to use such trademarks without the written consent of the City of Austin. This site may also contain such logos and trademarks of a third party, in which case it is also prohibited to use these marks without consent.

The content contained in this site is protected by copyright law. It is prohibited for users to display, distribute, publish, sell, transmit, license, and create derivative works or to use any content that is contained within the City of Austin's website for any purpose whatsoever. Any unauthorized use of this information may be punishable by law.

If you do not consent to continuous monitoring of activity on the system, please exit the system now.

City of Austin

Customer Care
(512) 494-9400
TDD: (512) 477-3663
Outside Austin call toll-free:
(888) 340-6465
Monday - Friday
7:00 a.m. to 9:00 p.m. CST
9:00 a.m. to 1:00 p.m. CST