Frequently Asked Questions

Residential customers must complete an application and provide valid government-issued ID along with one of the following documents: a settlement statement, deed, or lease agreement with current Rental Certificate of Occupancy. Visit our service activation page for more information and an application. Please allow 1-2 business days to process your application. Applications for service received after 3:00 p.m. will not be processed sooner than the next business day.

Requests to disconnect water service must be made in writing. Please complete and submit our disconnection form to stop your water service. When completing the form, you may not request disconnection on a date earlier than the current date. Any request for disconnection received after 3:00 p.m. will not be completed earlier than the next business day.

Please call the myMesquite Call Center at 972-288-7711 to report a water main break or leak, a leaking fire hydrant, or a leaking water meter, or to request an emergency water shut off. You may also report issues online using the myMesquite app or the myMesquite webpage.

The Utility Billing office accepts payment with Visa, Mastercard, Discover, American Express, checking or debit account, digital wallet options (Apple Pay, PayPal, PayPal Credit, Google Pay, Venmo), and cash. Find more information on ways to pay your utility bill.

The City of Mesquite offers many ways to pay utility bills, including the option to make a payment at numerous retail locations throughout the City and beyond. Find more information on ways to pay your utility bill.

With WaterSmart, you can see your water usage down to the hour, sign up for usage notifications, and get tips to help you save water and money. WaterSmart is a free service for City of Mesquite utility customers. Sign in or create your WaterSmart account.

If your bill seems high, you can check your water usage. WaterSmart is a free service for Mesquite water customers that allows you to see the same meter data Utility Billing Customer Service Representatives will review when you call our office with billing questions. More information on how your bill is calculated is in the next FAQ below.  

When you look at your account in WaterSmart, if you see water being used 24 hours/day, there is a strong possibility that you have a toilet, faucet, or other fixture running or that you have a leak somewhere on your property. You can easily check for leaking toilets using dye packs or food coloring. If using dye packs, follow instructions on the packaging. If using food coloring, drop 5-6 dark-colored food coloring drops into the toilet tank. Wait 30 minutes and check the water in the toilet bowl. If you see the dye or food coloring in the toilet bowl water, the flapper valve is leaking. If you find that you have a leak, you can submit a leak adjustment request after the leak has been repaired.

Is there an irrigation system on the property? Regular spikes in usage of approximately the same amount and during the same hours of the day may be attributable to irrigation systems. Double check your system to be sure you are not watering more often than you planned. WaterSmart can help you understand how much water is being used during each irrigation cycle.   

If you need further assistance understanding your meter data, call the Utility Billing Office at 972-216-6208 to speak with a Customer Service Representative.

Your due date is determined by your billing cycle and is shown at the top of your water bill. You can also see your balance, due date, and billing history online in WaterSmart.

Your base bill includes 1,000 gallons of water and sewer services. Water consumption in excess of 1,000 gallons is billed using a tiered rate system. Learn more about water rates and how your bill is calculated.

The City of Mesquite began the Advanced Metering Infrastructure (AMI) meter replacement project in the fall of 2021, and the project was completed in summer 2024. With this upgrade to our infrastructure, AMI meters automatically transmit hourly readings that are compiled for billing once per month. The vast majority of meters throughout the City are read this way, significantly reducing the amount of labor required to read meters each month.

The City’s Utilities staff manually read any meters that are not responding to the electronic reading system. When reading manual meters, the meter readers walk to each meter, lift the lid, take the reading, and enter the number into a handheld processor.

Unfortunately, no. Your due date is determined by your billing cycle. Billing cycles are assigned by location in the city and cannot be changed.

If you had a leak at your home and it has been repaired, you may request a leak adjustment by completing the online form and attaching proof of repair. Proof of repair is often a plumber’s receipt, but it could also be a receipt for plumbing supplies if you fixed the leak yourself.

Please note that only one leak adjustment per account may be granted in any rolling 12-month period. So, if a customer receives a leak adjustment in July, for example, they will not be eligible for another leak adjustment until July of the following year. The amount of the adjustment for approved requests will be 50% of the customer’s above-average use on one bill only and may take a full billing cycle to process.

Only homeowners or individuals listed on a property’s leasing agreement can have the water account in their name. If you need to update the account holder(s) on your water account, you must provide proper documentation (a current lease, settlement statement, or deed) and a valid government-issued ID for each individual to be named on the account.

Sometimes air enters the water line after a repair is made in the system. If you have air in your water line, turn on all faucets inside and let the water run for at least five minutes. Flushing toilets while the water is on will also help push the air out of the line.

If a repair is made on the water main or service line, there is no impact on a customer’s water usage. Water must pass through the meter before it will register on the customer’s meter.

This is caused by air being introduced into the system through pumping or a recent repair. If you fill a container and it looks white or milky, allow it to settle for a while and it will clear up as the bubbles rise. The water is safe to use and will return to normal over a short period of time. If this condition persists, contact the City’s Utilities Division at 972-216-6278 and a technician will flush the fire hydrants around your residence or business.

Experiencing low pressure in just one location within your home indicates a restriction at that particular water outlet. This is generally caused by the aerator screen becoming blocked with the natural minerals found in the water. Removing, cleaning, and/or replacing the aerator should alleviate the problem.

Some older homes may still have corroded galvanized pipes (smaller opening), which over time will cause a reduction of flow and pressure. If there is low pressure throughout the residence, contact the City’s Utilities Division at 972-216-6278 to have your pressure and flow tested at the meter location by a technician.