Payment channels

Pay City of Denison Utilities Customer Service Division

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 Paya Citizen Portal, a Paya/Nuvei payment platform. City FAQs state that Citizen Portal replaced the former Municipay account system and requires customers to create a new account.. Never enter account credentials into a lookalike site reached through an unsolicited message.

Open payment portal ↗

Telephone payment

Phone IVR

888-291-0977. The City’s payment-options page says the IVR requires the utility account number and payment amount, charges a 3% transaction fee, and is separate from the Utility Billing office, which does not take payment by phone.

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

The City’s new-service form offers an opt-in checkbox for text notifications, and Denison Alerts/CivicReady can send public-works and water notifications by SMS or email. The reviewed pages do not publish a text-to-pay keyword or payment-by-text checkout workflow; text enrollment is for alerts, not bill settlement.

Mail-in address

City of Denison Utilities Customer Service Division, P.O. Box 347, Denison, TX 75021. The City instructs customers to include the payment stub and write the account number on a check or money order.

Counters, drop boxes, and office hours

Utilities Customer Service Division, 300 W Main Street, Denison, TX 75020. The City accepts check, cash, credit card, and money order at the office; current posted customer-service hours should be confirmed before visiting. A drop box is in the alley behind City Hall (Music Alley); payments dropped after 5:00 p.m. are applied the next business day. Customers can also use the City’s listed bank-draft process and the online/IVR channels.

Accepted digital instruments

What you can use online

The Paya Citizen Portal supports online debit/credit-card payments and ACH payments. The City also offers no-fee automatic bank draft through an authorization form and a 24-hour IVR card-payment line. Current online fees are 2.75% for debit/credit and a flat $1.00 for ACH; phone payments are listed at 3%.

2026 transaction pricing

Convenience fees

The FY2026 City fee schedule lists a 4% fee on all credit/debit-card payments, while the current Payment Options page lists 2.75% online and in-office card fees and a $1.00 ACH fee; the IVR page lists 3%. These official pages are version/channel-specific and conflict, so the customer must rely on the final Paya/IVR checkout quote. A 10% past-due balance charge is separate from the card convenience fee.

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 Denison Utilities Customer Service Division 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 →