DallasGo water billing upgrade: 3.15% fee and setup protections (May 18)

Dallas TX – Dallas Water Utilities (DWU) says it has completed the new billing-system upgrade that integrates with the city’s DallasGo online payment platform, with activation-code instructions tied to bills issued after May 18, 2026. Residents have reported confusion—especially around a 3.15% convenience fee that can appear on some payments.

What changed with DallasGo (and when)

DWU’s bill insert says the upgrade completed the implementation of a new billing system to integrate with DallasGo, and that customers with a DallasGo profile could use new features (including real-time balances and self-service tools). It also notes that customers received an activation code and step-by-step instructions, and that AutoPay customers previously enrolled in AutoPay must re-enroll to continue automatic payments.

Separately, CBS News Texas reports that DallasGo itself launched earlier (spring 2024, with the platform going live on March 25, 2024) and that the new billing system within DallasGo was launched in mid-May.

The 3.15% convenience fee: when it applies

DWU’s bill insert says a 3.15% convenience fee per transaction is issued directly to the payment processor for:

• Online credit card payments
• One-time payments made on DallasGo
• One-time payments made on the automated phone system

During a June 15, 2026 committee briefing, city staff also described the convenience fee as an across-the-board 3.15% merchant/payment-processor charge connected to payment processing.

Setup protections: no late fees or shutoffs during the initial phase

DWU’s bill insert states that there will be no late payment fees and no water service disconnections during the initial setup phase.

What DWU says you can do to avoid the convenience fee

DWU lists several free payment options, including:

• Set up AutoPay using eCheck on the DallasGo payment platform
• Pay by mail with a check or money order
• Pay in person at Dallas City Hall (2DS)

DWU also points customers to payment-plan assistance if they need help.

Quick checklist for Dallas customers

• If you see the 3.15%: double-check whether the payment was an online credit card or a one-time payment made through DallasGo or the automated phone system.
• To avoid the fee (if possible): use AutoPay with eCheck, pay by mail, or pay in person.
• If you’re stuck during rollout: DWU says you can use its self-service tools and that the water customer service line is managed through the 311 team; during the first weeks after May 18, staff described very large hold times due to call volume.

Sources

• City of Dallas Water Utilities — DallasGo – The New Way to Pay
• City of Dallas Water Utilities — DallasGo water bill insert (fee + transition notes)
• Dallas City Council committee briefing video — DallasGo payment platform update (June 15, 2026)
• Dallas Observer — Report on resident complaints tied to DallasGo fee/account experience
• CBS News Texas — Dallas water billing rollout sparks complaints over fees and account issues