What changed with DallasGo

DWU says the upgraded system is fully integrated with DallasGo and that all DWU customers must create a new DallasGo login to access the updated payment platform.

Support through June 30, 2026 (and what the city says about late fees/disconnections)

DWU is extending customer service hours to help residents with DallasGo registration and other water-account questions. The DallasGo guidance states DWU Customer Service will be available 8 a.m. to 7 p.m., Monday–Friday, through June 30, 2026.

The city also says: there are currently no late payment fees or water service disconnections during the transition period.

If you can’t access your account: how to register

The city says you’ll need:

• A valid email address
• Your old or new account number
• Plus one of these to confirm you’re associated with the account: an activation code, or the driver’s license/ID (or business tax ID) number the city has on file, or the Social Security number the city has on file (if any)

For the activation code, DWU says it was included with your account number on your welcome letter or on a bill mailed after May 18, 2026.

If you’re stuck, the city says you can email DallasGo@dallas.gov with your name, service address, and phone number, or call 214-651-1441 (DWU customer service hours are listed above during the extended period).

AutoPay after the upgrade: you may need to re-enroll

DWU says customers previously enrolled in AutoPay must re-enroll to keep making automatic payments through the upgraded system. The city also says previous AutoPay settings and saved payment methods did not transfer to the new platform.

The DallasGo guidance says you can enroll in AutoPay from the account’s Preferences section, and it highlights a FREE AutoPay option using eCheck (with your bank’s routing and account numbers).

Fees you should expect: when the 3.15% convenience fee can apply

To address payment processing costs, the city says a 3.15% convenience fee is charged and paid directly to the third-party payment processor for certain one-time payments.

Per the DallasGo guidance, the fee applies to one-time payments made through:

• DallasGo
• the automated phone system
• or by debit or credit card

The guidance also says free payment options remain available, including AutoPay with eCheck, mail payments, and in-person payments at Dallas City Hall.

If something still isn’t working

• Call 214-651-1441 for help (the city lists extended customer-service availability 8 a.m. to 7 p.m. Monday–Friday through June 30, 2026).
• Email DallasGo@dallas.gov with your name, service address, and phone number.

The city memo also lists DWU customer service representatives as available 8 a.m. to 5 p.m. Monday–Friday.

Sources

• City of Dallas (Dallas Water Utilities) — DallasGo “The New Way to Pay” guidance page
• City Manager memo (City of Dallas) — DallasGo Payment Platform Upgrade and Customer Transition Update (May 15, 2026)