Customer Service FAQs

Billing Inquiries

Payments can be made in person at any of the SAWS customer center locations listed on the back of your bill summary. SAWS has also teamed up with select local businesses to collect payments on SAWS’ behalf.

You can also pay by mail, phone, via automatic bank debit or online. Contact SAWS Customer Service at 210-704-SAWS (704-7297) for details.

Contact our Customer Service by phone at 210-704-7297 to speak to a representative.

Questions on billing, transfers, and service turn-ons and turn-offs should be directed to our Customer Service Department at 210-704-SAWS (704-7297).

Yes! Register to receive your monthly water bill via e-mail by registering here. Any SAWS customer can view current and past bills online. Just verify your SAWS account number, choose a user name and password, and you’re all set to view your bill any time without obligation to use any of our other services.

SAWS offers automatic recurring bill payment through our My Account page.

At this time, we cannot consolidate your account statements into one bill.

A late fee will be assessed to your unpaid balance.

If you are experiencing financial difficulties which temporarily prevent you from paying on time, please let us know. In many cases we can work out a payment plan to allow you to continue receiving service. Call SAWS Customer Service at 210-704-SAWS (704-7297).

Your residential water service bill is calculated using the following criteria:

  • Water consumption
  • Standard or seasonal rate type
  • Meter size
  • Inside or outside city limits

A residential rate calculator is available online. Be sure to have a copy of your bill with you to type in the information.

For general class water and sewer accounts
(including apartment, commercial, industrial and municipal)
For business classes, a four-step base-excess use structure has been developed. The monthly base amount for business class customers is equal to 100 percent of a customer’s monthly average usage. Increased unit rates will apply as usage exceeds each customer’s base amount.

Monthly Service Availability and Volume Charge
A portion of your statement includes a minimum bill (Monthly Service Availability Charge), based on your meter size, and the Monthly Volume Charge, which reflects your water consumption measured per 100 gallons of water usage during a billing period.

For residential accounts
SAWS bases residential sewer billing on the average monthly use of water during three complete consecutive billing periods from mid-November through mid-March. Since water is mostly used indoors during the cooler months and likely ends up processed at SAWS treatment plants through the sewer system, this amount serves as the basis for winter averaging. Customers who do not have a winter record of water usage or an interim average will be billed an unaveraged or unmetered residential charge.

For general class accounts
Sewer service charges are computed from water usage schedules for all metered connections.

Other fees included on your bill are the water supply fee, stormwater fee, TCEQ fee and the Edwards Aquifer Authority fee.

If you request that SAWS either turn on or turn off water service and this requires a personal visit from a SAWS professional, a meter trip fee of $10 will be assessed. The meter trip fee was approved as a new charge by the City of San Antonio City Council in January 2008. The fee is $5 for those customers who qualify for participation in the SAWS Affordability Programs.

Currently, our billing system is unable to itemize the meter trip fee charge on the bill, so it appears in the “Previous Balance” line. We are working to rectify this issue and appreciate your patience.

A range of other fees for special services also were approved by City Council at the same time. Many of these fees are industrial and commercial in nature and meant to make sure SAWS ratepayers do not subsidize the cost of services they do not use. The meter trip fee and account deposit fee directly affect some residential customers as well.

Please contact us at 210-704-SAWS (7297) or by email.

Name change due to death requires a copy of the death certificate and valid identification. If a spouse requests a name change, they will need to show a copy of the marriage certificate to indicate the deceased person was their spouse.

Name change due to divorce requires a copy of the divorce decree or legal papers or marriage certificate indicating that the customer who is on the account was the spouse. Also, update their identification.

Interactive Pay-By-Phone

It’s a telephone payment channel for SAWS customers.

Dial 210-704-SAWS (7297).

To use the Pay-By-Phone, you will need your SAWS account number, service ZIP code and telephone number. You’ll also be asked for a pin code up to 8 digits long in lieu of a password.

The Pay-By-Phone system, like our other payment systems, uses a secure and encrypted channel for communication. All transport of financial data between SAWS and bank processors uses above-standard encryption techniques to ensure a safe and protected transaction. After your check payment has been approved, your financial information is never stored permanently in our system.

All payments made Monday through Friday before 5 p.m. will post the same day. Payments made after 5 p.m. Monday through Friday will post the next business day. Payments made on weekends or holidays will post the following business day.

No. Please be certain that you intend to make a payment before doing so and that the amount entered is correct.

There is no limit. Partial payments are accepted as well.

Yes, you can register as many SAWS accounts as you like. When making a payment, the system will ask you which SAWS account you’d like to pay.

Payments from your checking/savings account only are allowed.

No, SAWS does not charge a fee.

No. The Pay-By-Phone system provides the ultimate convenience to customers wanting to avoid long lines or waiting on hold. Since all functionality is built into the system, human interaction is not required.

From the main menu, you can opt out of the system, and transfer to a Customer Service agent, by pressing “0” on your keypad.

Customers can check their account balance, verify their last payment, and confirm the most recent amount billed.

Contacting SAWS

For security reasons, we ask for identification to protect your account. We will not provide information to someone other than the account holder on file.

Affordability Programs

In an effort to help manage rising utility bills, SAWS Uplift offers 14 different assistance programs to customers who qualify.

To receive assistance, a customer must be a SAWS account holder, meet income requirements and complete the Uplift application. To learn more visit uplift.saws.org or call 210-233-CARE (2273).

Other Service Issues

In general, plumbing problems that occur on private property are the responsibility of the owner. However, emergencies such as water main or sewer line leaks or breaks should be reported to SAWS immediately, 24 hours a day, seven days a week:

  • Water and Sewer Emergencies: 210-704-SAWS (704-7297)

To check for leaks, turn off all indoor and outdoor faucets and then watch your water meter. If the fine flow indicator (usually a small triangle or diamond on the face of the meter) is turning, you have a leak. Watch your meter for 5 or 10 minutes to see if the fine flow indicator moves. If it continues to move, then a leak exists on your property and needs to be located and repaired. For information on checking for leaks, click here.

Please contact us at 210-704-SAWS (7297) or by email.