Payment channels

Pay City of Carrollton Utility Customer Service / Water Utilities

Use the provider’s verified online, telephone, mail, or counter instructions. Check the final confirmation screen for the amount, processing date, and any transaction fee before submitting.

Primary online route

Use the official payment portal

The direct portal is the fastest route when it is available. The provider identifies its payment gateway as City of Carrollton MyAccount utility billing portal; the public customer pages do not disclose a separate software or payment-gateway vendor.. Never enter account credentials into a lookalike site reached through an unsolicited message.

Open payment portal ↗

Telephone payment

Phone IVR

(866) 338-1223 for credit/debit-card payment by phone. Utility Customer Service is (972) 466-3120 during office hours. The published public pages do not label the phone payment line as an IVR, but identify it as the phone payment route.

Have your account number and payment instrument ready. Follow the provider’s recorded prompts and retain the confirmation number.

Alternative channels

Mail, text, and in-person payment instructions

Pay by text

Carrollton supports SMS account alerts rather than a separate text-to-pay keyword. Create or sign in to the MyAccount profile, open Profile, choose Contact Information, enter the mobile number, then go to Profile → Manage Notifications, select SMS instead of email, and verify the phone with the code sent by text. Alerts include due dates, late notices, interruption notices, and other account messages; payment itself is made through the portal or linked payment method.

Mail-in address

City of Carrollton Utility Customer Service, City Hall First Floor, 1945 East Jackson Road, Carrollton, TX 75006. Customers may mail a personal check without a convenience fee; the City advises allowing at least five business days for bank bill-pay or postal processing.

Counters, drop boxes, and office hours

Utility Customer Service at City Hall, First Floor, 1945 East Jackson Road, Monday–Thursday 7:30 a.m.–5:30 p.m. and Friday 7:30–11:30 a.m.; counter payments accept cash, check, money order, and card, with a 3.5% card fee. A drive-through kiosk in the parking lot between City Hall and Municipal Court is available 24/7 and accepts cards, checks, cash, and money orders. A second kiosk is in the outer lobby of the Hebron and Josey Public Library during library hours. Fidelity Express authorized payment locations accept current, non-past-due accounts for a $1.50 transaction fee.

Accepted digital instruments

What you can use online

Credit/debit cards are accepted online, through the phone payment line, and at City kiosks/counter. Free alternatives are automatic bank draft, bank bill-pay, mailed personal check, and in-person cash, check, or money order. The portal supports recurring card AutoPay and bank draft; the City does not publish Apple Pay, Google Pay, PayPal, or a separate e-check wallet list.

2026 transaction pricing

Convenience fees

A 3.5% convenience fee from credit/debit-card companies applies to all card transactions, including online, phone, counter, kiosk, and card AutoPay. Automatic bank draft, bank bill-pay, mailed check, and in-person cash/check/money order are published fee-free options. Fidelity Express charges $1.50 per transaction.

Fees can vary by payment type, channel, account class, and processor terms. The checkout screen is the final fee disclosure.

Payment guidance

Choose the payment channel that fits your deadline

The safest payment path is the one published by City of Carrollton Utility Customer Service / Water Utilities and matched to the account information on your bill. Online portals are convenient, but telephone, mail, counter, and drop-box options may follow different posting schedules and may use different fees.

For a routine payment, save the final confirmation page or IVR number and check when the transaction will post. For a same-day shut-off notice, do not assume that submitting a card payment automatically stops a field order; ask the provider what amount and confirmation are required.

Never send your account number, password, card details, or bank information to Water Ledger. Those details belong only on the provider’s verified payment channel or at an authorized counter.

Return to utility profile →Review shut-off rules →