Home » Customer Portal » Frequently Asked Questions (FAQs)

Please go to the online registration link at  https://www.eonlinebill.com/bapp/inframark and click "First time sign-in"

  • Please enter the last 16digits of the account number.Ex: 60123-4560000123 
  • Please enter account holder's name exactly as itappears on your bill. Ex: SMITH JOE
  • Please enter the service address without city, state or zip code.Ex: 12345 North Rd
  • Please create the desired user ID
  • Please create the desired password
  • Please enter your email address and confirm by re-entering your email address.
  • Scroll to the bottom of the page and click on the“Next Step”
  • On the Personal Information Screen-Optional- fill out these fields to make the Credit Card Payment process faster.
  • Click Next Step

On the Email Settings screen choose option Yes or No to enroll in Bill Notifications (You will still receive a paper bill by mail unless enrolled in paperless bill).

  • Online
    • Payment Method:
      • Credit/Debit Card, convenience fee 3% of payment
      • Electronic Check, convenience fee of $1.00
    • www.paymyinframarkbill.com
  • QR Readers “InstaPay”
    • Payment Method: Credit/Debit Card, convenience fee 3% of payment
  • Over-the-Phone
    • Payment Method: Credit/Debit Card, convenience fee 3% of payment
    • Payment Method: Check, convenience fee $1.00 flat fee
    • English: Select Option “1”
    • Spanish: Select Option “2”
  • Mail-In (Personal Check/Bill Pay)
    • ATTN TO: Your Mud District
      P.O BOX 684000
      Houston, TX, 77268
  • In-Person
    • Payment Method: Personal Check, Money Order or Cashier’s Check
      Location:
      Inframark – Grandway West
      2002 West Grand Parkway North
      Katy, TX, 77449
      Office Hours: 7:30AM – 5:00PM

*Please note, initiated payment date or postmarked payment date is not equivalent to posted payment date.

  • Bill Pay-The following type of payment general posting time frame, which is dependent on your bank’s releasing fund policy and/or USPS delivery of mail.
  • Over-the-Phone- 48-72 hours
  • Electronic checks (check free payments), minimum 2-3 days
  • Mail-in checks (personal checks or bill pay, minimum 10 days

You may call our payment line at 281-579-4500 and select option #1

You may dial the payment line directly at 281-377-9010

Follow the prompts by entering your 15-digit account number and the numbers associated with your address i.e. 1234.

You will hear your balance and be provided the option to make your payment along with all available payment options.

Please log into your online account

Select the manage account tab located on the left side of the screen

Verify the email address on the first section of your screen is the correct email address to send invoices

In the middle section labeled Email Alerts select the box labeled “Sign Up for Paperless Billing Today!”

Please ensure you have read and agree to the terms and conditions.

Click Submit Button located at the bottom of the screen.

Once enrolled you will receive an confirmation email confirming set up of your paperless bill option.

- Please login to your online account and follow the steps below

-Select the Automatic bill payment tab located on the left side of the screen

Please ensure to review the general information before proceeding with sign up

Select Automatic Bank Draft or Credit Card option

Input appropriate payment information

Please read and accept the Terms and Conditions

Click Submit

Once enrolled you will receive a confirmation email confirming set up of your paperless bill option. Please be advised that it’ll take one billing cycle for your recurring payments to begin, and if there’s a balance owed on the account you’ll want to make a onetime manual payment.

“The authority was created to govern the municipalities conversion to surface water from ground water. Due to our extensive use of ground water resources it has created subsidence issues in the Greater Houston Area. For more information about the Authority and their current rates and projects please visit their website at:”

North Harris County Regional Water Authority: http://www.nhcrwa.org/

West Harris County Regional Water Authority: http://www.whcrwa.com/

North Fort Bend Water Authority: http://www.nfbwa.com/

Brazoria County Ground Water Conservation: http://www.bcgroundwater.org/bcg/welcome.asp

Lone Star Ground Water Conservation: http://lonestargcd.org/

AMR- Automatic Meter Reading which is the technology of automatically collecting water consumption for billing. Districts with AMR/Smart Meters
District Meter Type Where to Access Usage
Harris County 346 Beacon https://www.eyeonwater.com/
Harris County 372 Beacon https://www.eyeonwater.com/
Harris Fort Bend 1 Beacon https://www.eyeonwater.com/
Fort Bend 37 Beacon https://www.eyeonwater.com/
Fort Bend 57 Beacon https://www.eyeonwater.com/
Fort Bend 119 Beacon https://www.eyeonwater.com/
Fort Bend 151 Beacon https://www.eyeonwater.com/
Cinco SW 3 Beacon https://www.eyeonwater.com/
Cinco 8 Beacon https://www.eyeonwater.com/
North Gate Crossing 1 Beacon https://www.eyeonwater.com/
Sherwood Oaks Beacon https://www.eyeonwater.com/
Cinco Mud 3 Beacon https://www.eyeonwater.com/
Cinco Mud 10 Beacon https://www.eyeonwater.com/
Cinco Mud 14 Beacon https://www.eyeonwater.com/
Harris County 504 Aquahawk https://utilitycode.utilityhawk.us
Renn Road Mud Beacon https://www.eyeonwater.com/
Harris County Mud 374 Beacon https://www.eyeonwater.com/
Harris County Mud 264 Beacon https://www.eyeonwater.com/
Fort Bend 156 Beacon https://www.eyeonwater.com/
Treviso Gardens Beacon https://www.eyeonwater.com/
Fort Bend 134 C Beacon https://www.eyeonwater.com/
 
Beacon Eye on Water - Link Aqua Hawk - Link Mueller Meter - Link **Mueller Customers Please email initial request for access to your districts designated email address: CincoMud3@Inframark.com CincoMud10@Inframark.com CincoMud14@Inframark.com          

Your district does not offer discounts for filling a pool.

** Leaks that occur from the meter to the home are the responsibility of customer** Please contact our 24-hour Dispatch Department at 281-398-8211 to request a technician to investigate the leak.

In case of an emergency, such as a burst pipe, quickly close the main water shut-off valve to prevent costly flood damage. Your main water shut-off valve controls all of the water coming into your house. It’s often located near the water meter, inside the water meter pit.

We make every effort to avoid inconveniencing our customers with water shutoffs, but sometimes these circumstances are out of our control. We don’t know when a water main might break or when electricity may go out at your water plant. If you did not receive a notice of planned temporary service interruption, a disconnection notice for non-pay and little or no water is running from your tap, contact our 24-Hour Dispatch Department at 281-398-8211 immediately for assistance.

You can obtain information by calling our 24-hour Dispatch Department at 281-398-8211, visit our website www.inframark.com and our Inframark Facebook Page for up-to-date information.

It’s a notification that advises residents to boil their tap water used for consumption (drinking, cooking, etc. ), because their water may be contaminated. A Boil Water Notice is in effect until laboratory results show that water is safe from bacterial contamination. The tests usually take 24 hours to complete. Bathing, washing clothes or dishes and other activities where water is used externally, should not pose a health risk.

Check for the following:

  • Running toilets
  • Irrigation/ Sprinkler settings
  • Water heater leaks
  • Leaking or dripping faucets
  • Irrigation/ Sprinkler/Faucet outside leaks
  • Water Softener
  • Pool/water feature leaks
  • Appliance leaks

Please contact customer service at 281-579-4500 if you feel there is an error on your bill

If you have experienced a service interruption, please contact Customer Service at 281-579-4500 prior to making any payments to inquire what is required to restore services.

In the event that you would like to have a name (added/removed) from your account, please submit a written request, along with a copy of government issued identification (Driver’s licenses, Stated I.D, etc.) to mudcustomerservice@inframark.com.

If paid after the due date on bill, you will be subject to a late fee.

If a delinquent letter is issued due to delinquency, you may be subject to a delinquent letter fee.

If a delinquent tag is issued you may be subject to a delinquent tag fee.

If turned off for nonpayment, you will be subject to a reconnect fee and may be subject to an additional deposit.

Your delinquent letter will have an amount that needs to be paid by a due date to avoid a disconnection. If we have not received your payment by 5:00pm on (due date) a service order will be issued to disconnect your water service.

This amount will need to be received by 5pm on the due date or anytime before the due date.

If paying on the due date , your only payment options are:

1- Pay online at PayMyInframarkBill.com with a credit or debit card only. (check payments are not accepted to stop the disconnection.) Call our Customer Service  line at 281-579-4500 with your confirmation # before 5pm  to avoid disconnection.

2- Pay by phone at 281-377-8211 or 281-579-4500 with a credit or debit card only. (check payments are not accepted to stop the disconnection.) Call our Customer Service  line at 281-579-4500 with your confirmation # before 5pm  to avoid disconnection.

3- Pay at Fiesta Mart using their Check Free option. Fiesta requires that you have your bill with you. Call our Customer Service  line at 281-579-4500 with your confirmation # before 5pm  to avoid disconnection.

4- Pay at our office with a money order or cashiers check only at 2002 W Grand Parkway N. Katy, TX 77449,  before 5pm to avoid disconnection. Payment lobby is located on the North side of the building.

 

Current Resident means water is currently on at an address where an account has not been set up. We have not received a request to start service in your name.

Please call our Customer Service line at 281-579-4500 to open an account in your name which includes startup fees and usage billed to date to avoid disconnection or/and having the water meter pulled.

If the meter is pulled, additional fees will be assessed for reinstallation which will also need to be paid before restoration.

To apply for utility assistance please contact your local organization group, ministry, church or Social Service listing below:

 

CYPRESS ASSISTANCE  --  281-955-7684

Only following zip codes: 77065, 77095, 77429, 77433

Food only 77084

FIRST BAPTIST / KATY   --    281-391-1100

FORT BEND COUNTY SOCIAL SERVICES  --  281-342-7300

GULF COAST    --   713-393-4700/4712

HARRIS COUNTY SOCIAL SERVICES  ---  713-696-7900

9314 JENSEN DR / Rent-option #1 / Electric, Gas, Water-option #2

JUSTIN MARTYR MINISTRY ---  281-556-6882

WHEELER AVE BAPTIST CHURCH  ---  713-747-7101

SALVATION ARMY ---     713-752-0677

VINCENT DE PAUL SOCIETY    ---  713-741-8234 Option #3

UNITED WAY HELP LINE  --   713-957-4357 Option #1

Odors:

  • Drain P-Trap: Any plumbing fixture in your home should be equipped with a p-trap; this includes sinks, bathtubs, and washers. These traps form a barrier of water that prevent sewer gases from entering the home. If these traps are dried out or empty, you may notice a rotten egg smell in the area. A good practice is to run water periodically on areas not frequently used to maintain the water seal.
  • Water Heater: Sometimes the hot water may have arotten egg odor which is generally produced by bacteria growth in the Water Heater. Setting the Water Heater to the manufacture’s recommended temperature setting will correct the issue by preventing the bacterial growth. It is also recommended to flush the Water Heater periodically to remove any sediment in the tank.
  • Other Issues: Should you experience any unusual smells or odors in your water please contact our 24 hour dispatch at (281) 398-8211.

Discoloration:

  • Cloudy Water: If you leave a glass with the cloudy water on the counter and it clears in a short time, the cloudiness is caused by air that got into the water system.
    • Yellow Water: This can be caused by sediment of oxidized iron in the pipes. This is unsightly but not harmful to use and can be remediated by flushing the main pipes.
  • Other Issues: Should you experience any unusual discoloration in your water please contact our 24 hour dispatch at (281) 398-8211.

 

Before you call to report drainage issues, check the below items for the following:

 

Toilet: Is only one toilet not flushing, or are multiple toilets in the home experiencing the issue? Are the toilets making a gurgling sound?

 

Sink: Is one sink not draining, or are other areas stopped up?

Are the drains making a gurgling sound?

 

If only one fixture is not draining, it is an internal issue. However, if there

are multiple areas not draining, it could be an issue with the main district lines.

In this case, please call Inframark Dispatch at (281) 398-8211.

Contact Us

CUSTOMER SERVICE
(281) 579-4500

EMAIL: MUDCustomerService@Inframark.com

HOURS OF OPERATION (Closed for Major Holidays):
MON-FRI 7:00 AM – 7:00 PM (CST)

We will be closing office for lunch from 11.30 CST to 12.30 CST effective 2nd of August 2021

 

FOR EMERGENCIES AND AFTER HOUR ASSISTANCE
(281) 398-8211
HOURS OF OPERATION: 24/7

Payment Options

Online: PayMyInframarkBill.com

QR Readers “InstaPay” (Credit/Debit Card or Electronic Check)

In-Person: Checks, Money Order or Cashier’s Check ONLY

Phone: (281) 579-4500 (Select Option 1)

Mail-In:
Address the envelope and form of payment to your MUD District
P.O. BOX 684000
Houston, TX 77268

Check Free Payment Option  CheckFreePay.com to find a location near you. Scroll to bottom of page to enter your zip code.(must have copy of your bill)

Auto Draft (please click on “PAY MY BILL” at the top of page to register your account)

*Credit/Debit Card payments, convenience fee of 3% of payment amount

*Electronic Check, convenience fee of $1.00

*There is a 24 hr. waiting period to initiate electronic payments for districts requiring startup fee payment prior to service

Payment Locations
Katy Office
2002 West Grand Parkway North
Katy, TX 77449
Office Hours: 7:30 AM – 5:00 PM (CST)
(Payment lobby and payment drop box located on the North side of the building)

Austin Office
14050 Summit Dr #103
Austin, TX 78728
Office Hours: 7:30 AM – 4:00 PM (CST

Paseo Del Este
13034 Eastlake Blvd., Ste. D-E
El Paso, TX  79928
Office Hours: 8:00 AM – 5:00 PM (MT)

North Texas Office
9550 Helms Trail, Ste. 800
Forney, TX  75126
Office Hours: 8:00 AM – 5:00 PM (CST)             email: CSNTO@inframark.com

Horizon Office
14100 Horizon Blvd
Horizon City, TX  79928                                        Office Hours 8:00 AM -5:00 PM (MT)