MyH2O Program

Residential portal and mobile app available

Residential customers have water use data available at their fingertips. It is not real time data, but just a day behind. Go online or download the app to: 

  • Access previous day's water use data in hourly increments 
  • Set alerts and notifications about water use
  • Detect continuous water flow, indicating a possible leak
  • Pay your water bill and access payment and billing history 

Business portal available

Businesses, schools and industries with Fort Worth Water utility accounts now  have access to monitor and manage their water use, and pay their water bills, through the City of Fort Worth’s online commercial MyH2O portal.

Commercial customers can register for free by clicking the button below.

Portal users can setup a primary company profile for easy account portfolio management and select communication preferences. Among the features, commercial customers are able to pay multiple accounts with one login as well as set up automatic payments.

Additionally, commercial MyH2O portal users have the ability to see water usage on an hourly basis the following day.

Businesses and other commercial users who had been paying their water bill online using our older payment site will not be able to move their account information to the new MyH2O portal. A new registration is required. 

New MyH2O commercial portal users should have their account number, and billing cycle and route numbers ready to register. This information is on your billing statement or call customer service at 817-392-4477 to request the information.

 

Register for MyH2O residential portal

 

icon for residential customer portal app tht can be found on Google Play or in the App Store The free mobile app  offers customers another convenient way to pay and manage their accounts. Look for the blue Fort Worth MyH2O app in Google Play or the App Store. 

We created two videos to help you understand the new features or register, if a new user.

Introducing the new MyH2O

MyH2O Portal Registration

Les presentamos el nuevo MyH2O

Registra tu cuenta fácilmente. ¡Veamos cómo!

 

Program overview

MyH2O is a Fort Worth water utility program designed to improve both customer engagement and utility operations through the implementation of advanced technology. The technologyMyH2O logo provides customers information and opportunities to monitor and reduce their water use. Likewise, Fort Worth Water will improve operational efficiencies in ways that benefit everyone.

All water meters are being exchanged with ones that use advanced metering infrastructure (AMI). The meters are equipped with a radio transmitter for remote reading. Encrypted data from the meter is securely sent by a wireless network to the utility to create a bill. The technology benefits both customers and the utility by providing more information about water use. 

 

How do a find and read my hourly water usage on the customer portal?

Reading your hourly and daily usage is quick and easy. These are the steps to take if you go to the usage tab and do not see the hourly and daily view options. When logged into the portal, click the usage tab.

Under the tab, you will see Meter Number and a box with the word All. Click the down arrow next to the word All. Then click on the meter number. Your hourly and daily data will post.

Likewise, you can get to your hourly and daily data from the home screen. In the monthly water graphic, click the down arrow next to the word all and follow the directions as above. 

For video instructions click here.

What is MyH2O?

MyH2O is a City of Fort Worth program that brings advanced technology to the water utility and its customers. Fort Worth is embracing these new tools for their efficiencies and business innovations.

The implementation phase of the program for most customers is complete, and customers can now enjoy the benefits. All customers received water meters equipped with a digital-read display and radio transmitter. The meter lids hold the radio transmission unit, which sends water usage data via a secure fixed wireless network to the utility. This eliminates the need for crews to read water meters, resulting in reduced billing errors.

The program also improves customer communication. MyH2O’s online portal includes portal for obtaining water use information and making payments. 

How will this benefit me?

Customers can better understand and manage their water use to control their water costs through the customer portal.

Through the portal, customers can receive alerts when continuous flow is measured, indicating a possible leak, one of the most common causes for a high bill. We encourage you to fix these leaks. You would be surprised at the costs added to your bill by a constantly running toilet.

Customers can see their previous days’ water use on an hourly basis, as well. Customers can check to make sure their irrigation systems are operating during prescribed hours on the days allowed by ordinance. If a customer has their irrigation system set to run early in the morning, they will be able to check to make sure that is happening.

Being on the portal will show you how long and how often your systems is on and if it is on during your prescribed watering days and times. Information from the portal can be particularly useful when an irrigation system resets after a power interruption.

Controlling irrigation use is one of the best ways to conserve water and reduce bills. Please see Save Fort Worth Water for lawn watering tips. 

What are the benefits for the utility?

The utility benefits from having more information on when and where water use is occurring. This data will improve operational models of water flow, help evaluate design criteria for pipelines and help find areas where costly water loss may be occurring. 

MyH2O provides the utility the ability to protect water quality by monitoring and responding quickly when a backflow assembly fails, which is when water on a customer’s property flows back into the public water system. This water can contain contaminants that would put the public water supply at risk.  

Are there other benefits?

Through the portal, customers can receive alerts when a certain water volume amount, set by them, is reached. This alert can help customers control water costs. 

As functionality is added, customers can open and close accounts online and decide how they want to receive alerts from the utility. The alerts could be about water quality issues, when new bills are available, when educational programs are offered or when their water will be off because of a main break or leak repair.  

Is my privacy safe?

Yes, your privacy is safe. MyH2O uses the most secure technology available. Only water use data is sent through a secure frequency. No personal information is collected or transmitted by the water meter.

The radio frequency is weaker than a cordless phone and will not interfere with other electronic devices in your home or business. It will not interfere with your data network.  

Who do I call if I have questions, concerns or notice a problem?

For any reason, please call us at 817-392-4477.

What meters are being used?

Fort Worth selected Sensus metering solutions that are compatible with the FlexNet communication network. 

Most residential customers will have Sensus SRII positive displacement meters installed. Commercial and industrial customers will receive different types and models of meters installed that are matched to expected water capacity needs and usage patterns.   

The metering and communications network selection was completed following an extensive vetting process. All meters are individually tested for accuracy. All meters meet industry standards established by the American Water Works Association.

Will I be able to access the shut off valve in the meter box?

The meters are the property of the utility and should not be touched by customers.

Fort Worth’s plumbing code has always required a private shutoff separate from the meter box be installed when the home was built. Customers should use this shut off if there is a need to turn off the water to their property.

If a customer does not know the location of their cutoff valve, the utility strongly urges you to have a plumber locate it or install a shutoff valve.

Customers can call the utility to have water turned off. In an emergency, the utility can approve emergency access to the homeowner or its plumber. Even with the new meters and antennas, customers can open the box lid and access the valve.  

Customers doing so should be careful not to damage the meter or the antenna. Customers will be charged for any damage.

I’m concerned about radiofrequency emission. Is my water meter safe?

Yes, your meter is safe. The radio signal from the smart point on the meter falls well below the threshold set by the Federal Communications Commission for health and safety standards.

Worldwide experts have weighed in on potential risks with artificial electromagnetic fields caused by wireless devices. The World Health Organization has published more than 25,000 articles – none of which concludes there are any negative health consequences from exposure to low-level electromagnetic fields. The RF associated with Fort Worth’s MyH2O system certainly qualify as low level electromagnetic fields – given that the technology selection employs low voltage, battery powered transmitters that operate four to six times a day for fractions of a second each time. Furthermore, the meters are located 30 feet or more from a home and risk from RF exposure drops rapidly with distance, according to Texas’ Public Utility Commission.

The Institute of Electrical and Electronic Engineers, the International Commission on Non-Ionizing Radiation Protection, the FCC and the PUC, among others, have all concluded that RF from remote read meters does not cause a health concern.

According the PUC, typical everyday devices such as cordless phone base stations and microwave ovens, located much closer to the user, cause significantly greater exposure for longer periods than remote read meters.

 

 

 

 

Getting Started with MyH2O

 

What type of accounts are considered enterprise?

  • All commercial, business, schools and industries with Fort Worth utility accounts
  • Customers with 10 or more residential accounts

 

Do Fire Hydrant and Contract Meter Accounts have access to the MyH2O portal?

These types of accounts will not have access to the new MyH2O portal

Options to pay:

  • Automated phone system: 817-392-4477 (select option 2)
  • Fidelity Express locations: www.fidelityexpress.co
  • In office: 908 Monroe St, Fort Worth, TX 76102
  • By Mail: Make checks payable to the Fort Worth Water Department. Do not send cash in the mail. 

City of Fort Worth

P.O. Box 961003

Fort Worth, Texas 76161-0003

 

Where can I find my account number?

Your City of Fort Worth utility account number can be found at top left corner on your utility bill underneath your name.

 

Where can I find my cycle and route numbers?

Your 2-digit cycle and route numbers can be found on your utility bill in the Meter Information section on the left side.

 

Can Enterprise customers use the MyH2O Mobile App? 

Unfortunately, the mobile app is only for residential accounts. The Enterprise MyH2O portal is only compatible when using a desktop/laptop.

 

Can enterprise customers have both enterprise & residential accounts linked to their profile?

Yes, as long as the accounts are not already linked to another profile. Account, cycle and route number are needed.

 

If a profile has both enterprise and residential accounts linked how may I view each account?

  • The grid (#) icon can only be seen when both a Residential and Enterprise account are linked on the same profile
  • A customer can toggle back and forth in the MyH2O portal from Residential to Enterprise using the grid (#) icon at the top right of the screen

 

What is a Portfolio? 

A Primary Portfolio is the default folder that will display all linked accounts on your profile 

  • The system assigns associated accounts upon creation of your profile 
  • Accounts can not be removed from a Primary Portfolio 
  • Additional accounts can be added by the profile owner

A Portfolio is similar to a folder that will assist you in managing your linked accounts 

  • Portfolios are created and managed by the profile owner

 

How many portfolios can be created and how many accounts attached to each portfolio?

  • There is no set number of portfolios that can be created
  • A max of 100 accounts will be in each portfolio at the time of registration but however more can be added afterwards

 

How does the Guest User option work? 

  • An account number can only be attached to one profile. If you are needing multiple people to have access or manage accounts then the Guest User access will be an option
    • Enterprise profiles may have up to 10 Guest Users per portfolio
  • You have 2 Guest User options to choose from:
    • Guest User I – this gives very minimal access, read only
    • Guest User II – this gives access to all options except setting up Autopay

 

What are the options that can be updated for each account on the MyH2O portal?

  • Notification Preference
  • Paperless Bill
  • Autopay
  • High Usage Alert
  • About My Business

 

How can I enroll in Paperless Billing?

  • Login to your MyH2O portal profile, click on the “My Account” Tab then click on the “Paperless Billing” option
  • Select the “Not Enrolled” section and select all the accounts you want to make paperless
  • Click on the “Enroll” button and a Confirmation box pops up, select yes
  • A green banner will display at the top informing “You have successfully enrolled your account for paperless billing”

 

How can I unenroll in Paperless Billing? 

  • Login to your profile, click on the “My Account” Tab then click on the “Paperless Billing” option
  • Select the “Enrolled” section and select all the accounts you want to Unenroll
  • Click on the “Unenroll” button and a Confirmation box pops up, select yes
  • A green banner will display at the top informing “You have successfully unenrolled your account paperless billing”

 

How do I set up Auto pay?

  • Login to your MyH2O profile, click on the “Billing” tab then click on the Auto pay option
  • Select the “Enroll” section 
  • Select “All Accounts” or click on “Let Me Choose” to select individual accounts 
  • Select an existing Payment Method or Add Payment Method
  • Click on the “Setup” button and a Confirmation box pops up, select yes
  • Agree to Terms & Conditions
  • A green banner will display at the top informing “Your automatic payment details have been saved successfully”

 

Billing, Payment and Account Questions

For more information on our payment options, please visit our payment options page. 

 

How do I open a new account?

To open a new account, contact our Customer Service at 817-392-4477 or stop by our customer service location. The following information is needed at least one business day prior to your desired service activation: 

  • Business Name, Tax ID, Contact Phone Number, Name of the person responsible for the account, Email Address
  • Name of the present property owner
  • If available, the name of the previous owner or tenant 

New Account Fees:

  • Please note: A $20.00 activation service charge per meter will be included on your first billing statement at the new address
  • There is an additional fee of $25.00 for same day service

A minimum deposit of $300.00 is required for commercial accounts and is applied to your first billing statement. 

  • If the deposit is $1000.00 or greater, the customer is eligible for a non-cash deposit
    • CD, Surety Bond or Letter of Credit through a bank
    • Deposit paperwork will be sent once the account is set up

 

Additional information related to deposits

Deposit amounts may be increased at any time because of poor payment history. It should be noted that commercial account deposits vary and cannot be waived. Commercial account deposits can only be refunded at account termination. They are not eligible to be refunded while the account is still active. 

Deposit amounts may be increased at any time because of poor payment history. It should be noted that commercial account deposits vary and cannot be waived. Commercial account deposits can only be refunded at account termination. They are not eligible to be refunded while the account is still active. 

To open a new account, please contact Water Customer Service at 817-392-4477 or email us at: mywateraccount@FortWorthTexas.gov and include New Account in the subject line.

 

How do I transfer my service? 

If you are transferring service within Fort Worth, please follow these steps:

  • Request a transfer of service by calling in at least one business day before your move so we can continue your service without interruption
  • Be prepared to provide your water account number or your former service address, your new address and your preferred transfer dates
  • Please note: A $20.00 activation service charge per meter will be included on your first billing statement at the new address
  • There is an additional $25.00 fee for same day transfer service

To transfer water service, please contact Water Customer Service at 817-392-4477 or email us at: mywateraccount@FortWorthTexas.gov and include Transfer Service in the subject line.

 

How do I stop my service? 

To terminate or discontinue water service, please contact Water Customer Service at 817-392-4477. 

Please be prepared to provide the following information:

  • Call in at least one business day before your termination date
  • Address or account number for the address you want to terminate service
  • Termination date for service
  • Forwarding address, including city and zip for the final billing statement

If you have a cash deposit on file, it will be credited to your final bill, and any remaining balance will be refunded to you.

If you have a non-cash deposit on file, it will be released when your account has a zero balance.

To stop or discontinue water service, please contact Water Customer Service at 817-392-4477 or email us at mywateraccount@FortWorthTexas.gov and include Stop Service in the subject line.

 

What are the various payment options?

You can pay your City of Fort Worth utility bill in a number of ways. While we highly recommend using the MyH2O portal because of all the enhanced benefits, customers can still pay their water bill in a variety of ways. Cash, credit card, debit card and check payments are all acceptable forms of payment. 

For more information visit our payment options page

 

Can I still pay my bill by phone?

Yes! While the MyH2O portal offers enterprise customers a lot of great benefits (monitoring water usage, etc.), customers can certainly still pay by phone. Customers can conveniently pay their utility bill by phone 24 hours a day, 7 days a week. Visa, MasterCard, Discover and American Express are accepted, as well as electronic check payment and debit card payment (debit card must have Visa or MasterCard logo). 

Simply call 817-392-4477, select Option 2 and follow the automated system prompts. For faster processing, please have your utility account number, and checking account or credit card information readily available before you call.

NOTE: If your service has been interrupted, is pending interruption or you are requesting a payment arrangement please contact Customer Service at 817-392-4477 during our business hours of 7:00 a.m.–7:00 p.m., Monday–Friday once your payment has been made.

 

Can I still pay my bill by mail?

Make checks payable to the Fort Worth Water Department. Do not send cash in the mail.

City of Fort Worth

P. O. Box 961003

Fort Worth, Texas 76161-0003

 

How can I pay my bill in person?

Water Department location:

Bring both portions of your current bill to the Customer Service location below during business hours. We accept Visa and MasterCard debit or credit cards, Discover and American Express.

Downtown, City Hall Annex, 908 Monroe St. 

(Monday–Friday, 7:30 a.m.–5:30 pm.) 

Fidelity Express locations:

Bring both portions of your current bill to any participating Fidelity Express location, usually grocery and convenience stores. You can use Fidelity Express locations in Tarrant, Denton, Parker, Johnson and Dallas counties. Only cash payments are accepted, and a processing fee up to $1.50 is charged by the location. The payment will post to your account the next business day.

Find a Fidelity Express location at www.fidelityexpress.co

 

How can I pay my bill using the drop box?

A 24-hour payment drop box is located on the south side of the Fort Worth City Hall Annex, 908 Monroe St.

Please pay with check or money order to ensure proper credit. Do not pay with cash. The payment will post to your account the next business day. Make sure to write your account # on your check or money order.