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Utility Billing

Show All Answers

1. Can I pay my water bill online?

You may pay your water bill online using the Online Payment Portal. 

2. How do I report an issue with my meter?

If you believe you have a leak or other issue with the meter, please call the Utility Billing Department at (972) 569-1180. 

3. How do I set up new service, or request a hydrant meter?

To set up a new service, please contact Utility Billing at (972) 569-1180. You can request a hydrant meter by filling out the Temporary Hydrant Meter form.

4. When is bulk trash pickup?

You can find your bulk trash pickup day by visiting the Trash & Recycling page on the Utility Billing department website. You can also refer to the Bulk Trash Calendar for the 2023 Calendar. 

5. How do I apply for service?

You can apply for service in person at 250 W First St. or online by clicking here. 

6. When is my water bill due?

Your due date is always on the 10th of the month.  If the 10th lands on a weekend or holiday it is due the next working day.  

7. How do I set up automatic payments?

To set up automatic payments you can contact our office at (972)-569-1180 and we can send you a form or you can visit our Online Payment Portal. 

8. How do I contact Utility Billing?

You can contact Utility Billing by phone at (972) 569-1180.

9. How do I check my water usage?

The Ace Portal is a platform where you can view your water usage, pay your bill and receive leak notifications. You can sign up and view it by visiting our Ace Portal page. 

10. When are my trash & recycling days?

Please visit our Trash & Recycling page to view the schedule. 

11. How do I transfer utility service?

You can apply to transfer utility service by filling out the Transfer Utility Service Application. 

12. How do I transfer utility service on a rental property?

You can apply to transfer utility service on a rental property by filling out the Transfer Utility Service on Rental Property form. 

13. How can I view my water bill online?

You can see your balance and pay using the Online Payment Portal. 

14. How many days do I have to pay the water bill after the due date?

A 10% penalty is added to your bill one day after the due date. To avoid cutoff, you will need to pay by the end of the month. Your water bill can be paid online using the Online Payment Portal, or in person by placing it in the drop box outside Town Hall or at the customer service window inside Town Hall. 

15. How do I dispose of bulk waste?

Please refer to the CWD Residential Services Brochure or visit the Trash & Recycling page to learn more about how to dispose of bulk waste. 

16. How do I request a name change on my water bill?

To request a name change on your water bill, you will need to send a copy of your new drivers license, showing the new name, via email to ub@prospertx.gov. 

17. I am in need of Ace Portal Support. Who do I contact?

Please contact Utility Billing via email at ub@prospertx.gov or call (972) 569-1180 if you have any questions or need to update any information. 

18. I placed my trash/bulk trash out for pick up and it was not picked up. What should I do?

To report missed trash/bulk trash pick up, please first contact Community Waste Disposal by calling (972) 392-9300. To contact the Town's Utility Billing, please call (972) 569-1180.

19. I have not received my water bill for the month. Who do I contact?

Water bills are typically sent out between the 16-18 of the month. When able, the Town sends through mail and email. If you do not receive a bill, please contact Utility Billing by calling (972) 569-1180 or contact us via email at ub@prospertx.gov. 

20. What are my watering days?

Please use the Town of Prosper Watering Map to view the current watering schedule. Additional watering guidelines can also be found on the Water Conservation page. 

21. Is there a trash dump or landfill that we can take trash to ourselves?

Yes, there is a landfill within the City of Melissa, Texas, located at 3820 Sam Rayburn Highway (SH 121). There is a fee to use the landfill. You may not use the Custer Road transfer station in Plano, Texas. For up-to-date costs and hours call (469) 626-4452. 

22. We are selling our home, how do I return the trash cans? How does the new owner receive them?

The trash and recycle carts should stay at the address for the new tenants. Our utility billing department advises that you leave them inside the garage for the new tenants. If you have any further questions, please feel free to give our Utility Billing Department a call at (972) 569-1180 or send an email to ub@prospertx.gov.

23. How do I change the contact information on my account?

Please contact Utility Billing via email at ub@prospertx.gov or by calling (972) 569-1180 if you have any questions or need to update any information.

24. How do I disconnect my service?

If you wish to cancel your utility and trash service, please contact Utility Billing at (972) 569-1180.

25. Where can I drop off bulk items?

Every Saturday between 8 a.m. and noon you may drop off extra trash and bulk trash items at 601 W. Fifth St. (Prosper Public Works Center). You must show proof of residency with a current Prosper utility bill.

26. How do I set up an account for utility service?

To set up a new service, please contact Utility Billing at (972) 569-1180 or via email at ub@prospertx.gov.

27. I just had my swimming pool built in my backyard, do I need to provide a notice about filling it?

Yes, please email Utility Billing or call us at (972) 569-1180 and notify our department so we can note it on your account. 

28. When is yard waste picked up?

Yard waste will be collected weekly on your trash and recycling service day. Leaves and grass clippings must be placed in brown biodegradable bags in order to be recycled. Unlimited tied and bundled brush will also be accepted. Use only biodegradable cotton/jute rope, twine, or string to tie and bundle tree and brush trimmings. Do not bundle tree and brush trimmings with nylon rope, plastic, metal, garden hoses, or other non-compostable materials.

29. Do I need to tie the biodegradable yard waste bag?

Yes, the biodegradable yard waste bag must be tied. Use only biodegradable cotton/jute rope, twine, or string to tie and bundle tree and brush trimmings. Do not bundle tree and brush trimmings with nylon rope, plastic, metal, garden hoses, or other non-compostable materials. Leaves and grass clippings must be bagged, no loose brush will be accepted. 

30. I missed trash pick up, can I get an additional trash pickup?

You can call CWD at 972-392-9300 to arrange a pick-up for an extra charge or use Saturday bulk drop-off. 

Every Saturday between 8 a.m. and noon you may drop off trash and bulk trash items at 601 W. Fifth St. (Prosper Public Works Center). You must show proof of residency with a current Prosper utility bill.

31. How do I get an additional or replacement trash or recycling cart?

To order additional trash or recycling carts, have excess trash or recycling carts removed, have your carts repaired, or have service issues please call Community Waste Disposal at 972-392-9300, Option 2.

32. What is the process for disposing of junk non-running push mowers, riding mowers, and weed-eaters?

Please remove all gas and oil from the item. The homeowner can place the item for bulk trash pick up on their bulk trash pick up day or use the Saturday drop-off service at the Public Works building located at 601 W. Fifth St between the hours of 8 a.m. and noon. You must show proof of residency with a current Prosper utility bill.