Utility Bill

If you don't have an email on file, call us at (254) 299-2489, and we'll send you an invite with a link to get started.

You can also visit mywacoaccount.com to set up your account on the new utility bill portal.

MyWaco Central Drive-Thru

425 Franklin Avenue
Waco, Texas 76701
Hours: Monday - Friday 7:30 a.m. to 5:30 p.m.

Mail

MyWaco Central
PO Box 2649
Waco, TX 76702-2649

HEB Stores (map)

• 9100 Woodway Dr.
• 1301 Wooded Acres Dr.
• 801 N. IH-35
• 1821 S. Valley Mills Dr.
• 3801 N. 19th St.

Pay by Phone

You can pay by phone at (254) 299-CITY (2489) with Visa, MasterCard or Discover.

We Protect Your Privacy

The City of Waco MyWaco Central is committed to the privacy of its customers. All City employees are responsible for safeguarding customer information, and such information is used for business purposes only. Customers may control the release of account information except as required by the Freedom of Information Act. The City of Waco, MyWaco Central strives to ensure that the information obtained and used is accurate.

Uses of the Information

Government issued identification and Social Security numbers are used for identification purposes only. When a customer asks for account information, whether via phone or in person, they will be asked to verify one or both of these numbers. If a customer’s spouse or roommate asks for information on the account, whether via phone or in person, they will be asked to verify one or both of their government identification or Social Security number.

Use Of The Information by Other Entities

Customer information may be reported to a Credit Agency. It may also be used by a third party collection agency contracted with the City of Waco to collect delinquent accounts.

Someone outside of the City of Waco may request customer information. Under the Freedom of Information Act, individuals/consumers may sign a confidentiality form or send a written confidentiality request. If such a request is received, information such as customer address, telephone number, social security number, and consumption information will not be released except to a consumer reporting agency, other utility companies or any state or federal government and their subcontractors.

Care of Information

All written information, including copies, is shredded. Calls to our call center are recorded, and the recordings are secured by the Information Technology Department for an appropriate timeframe. Access to the recordings is limited to supervisors or management within the MyWaco Central office. The recordings are stored in a safe and shredded for destruction.

Information entered into the Customer Master files remains in the account database. Authorized staff that work in the City of Waco’s MyWaco Central, Solid Waste Office, and Information Technology Departments are able to view the Customer Master file.

The Information Technology Department has established strict protocol concerning access of the City of Waco’s Database. Information is secured with a firewall and accessing of information is strictly monitored.

Changes to City of Waco Utility Accounts

What is happening with my City of Waco utility bill account?

The City of Waco is launching a new online utility bill portal called MyWaco Account. This new platform will replace the previous system, MyWaco Water, and offers enhanced features and a more comprehensive view of your utility services.

What's the difference between "MyWaco Water" and "MyWaco Account"?

MyWaco Account replaces our previous online billing platform, MyWaco Water. Your utility bill includes more than just water. City of Waco customers also pay for wastewater, street maintenance, and solid waste services through their utility bill. The new name and platform reflects that!

Why is the City changing to a new online bill account?

This upgrade provides enhanced online access, personalized reports about your water usage to help you save both water and money, simplified bill statements, and the ability to request additional services like bulky waste pickups all in one convenient place.

This change aims to provide a more user-friendly experience for our customers. It also creates additional internal efficiencies for City of Waco staff, so that we can serve you better.

I don't use the online bill portal and prefer to pay my bill in person. Will this change how I pay?

The launch of the new online portal primarily impacts customers who manage their bills online or use autopay. If you prefer to pay your bill in person, by mail, or by phone, you can continue to do so.

However, all customers should be aware that they will be assigned a new account number. This new number will appear on your next utility bill.

Will everyone get a new account number?

Yes, with the launch of MyWaco Account, all customers will be issued a new seven-digit utility account number. However, please be assured that we will keep your old account number on file to maintain a complete history of your utility services.

Creating Your New Online Utility Portal Account

Why do I have to take this extra step to set up a new account and autopay?

To ensure the highest level of security and to integrate with the new system's advanced features, all customers with an existing online utility bill account will need to create a new MyWaco Account and re-enroll in autopay. Your payment information will not automatically transfer from the previous online portal. This one-time setup ensures a smooth transition and allows you to take full advantage of the new portal's benefits.

When will the new online portal be available?

The new online portal, MyWaco Account, will be available starting Monday, October 27.

I had an online account with MyWaco Water. What do I need to do?

Starting Monday, October 27, online utility customers will receive an email with instructions and an activation link. Click the link to create your new online account, add your payment preferences, and re-enroll in autopay.

I didn't receive an email. Can I still create my new online account?

There are a few reasons you might not receive an email:

• You did not have an online account with the previous portal (MyWaco Water).
• We do not have your email address on file.
• Existing online customers will start receiving their emails with their activation link beginning Monday, October 27, and it may take a few days for yours to arrive.

If you don't receive an email, give us a call at (254) 299-2489.

Can I trust the email I receive about the new portal?

Yes, if you had an existing MyWaco Water account, you will receive an email from EngageNoReply@wacotx.gov with the subject line "Welcome to the City of Waco New Customer Engage Portal." The activation link is personalized for each utility account.

Do I need to create a new password?

Yes, you will create a new password for your MyWaco Account as part of the setup process.

Will my autopay automatically transfer to the new system?

No, payment information will not automatically transfer from your previous MyWaco Water account. You must re-enroll in autopay through the new MyWaco Account portal to avoid service interruptions.