Payment channels

Pay City of Lubbock Utilities (COLU) – Water Utilities

Use the provider’s verified online, telephone, mail, or counter instructions. Check the final confirmation screen for the amount, processing date, and any transaction fee before submitting.

Primary online route

Use the official payment portal

The direct portal is the fastest route when it is available. The provider identifies its payment gateway as KUBRA; the City portal displays KUBRA branding and provides sign-in, AutoPay, account access, and one-time payment options.. Never enter account credentials into a lookalike site reached through an unsolicited message.

Open payment portal ↗

Telephone payment

Phone IVR

(806) 775-2509. The City's My Water Account page directs customers to follow automated prompts and supports bank-account, debit-card, and credit-card payment by phone.

Have your account number and payment instrument ready. Follow the provider’s recorded prompts and retain the confirmation number.

Alternative channels

Mail, text, and in-person payment instructions

Pay by text

A dedicated this detail was not publicly posted. Lubbock's current official payment pages describe portal reminders, AutoPay, phone payment, kiosks, Western Union, mail, and account notifications, but do not publish a water-bill SMS keyword, short code, or text-to-pay enrollment process. The separate LBKALERT emergency system can send civic alerts by text, but it is not a payment service.

Mail-in address

City of Lubbock Utilities (COLU), P.O. Box 10541, Lubbock, TX 79408-3541. The official page directs customers to mail a check or money order; online and mailed payments can take up to two business days to process, and drop-box payments received after 4:00 p.m. process the next business day.

Counters, drop boxes, and office hours

The City of Lubbock Utilities Customer Service Center and self-service payment kiosks are at 1401 Avenue K, Lubbock, TX 79401. The outdoor walk-up kiosk is available 24 hours a day, seven days a week; indoor lobby kiosks operate Monday through Friday, 8:00 a.m. to 5:00 p.m. Kiosks accept cash, checks, debit cards, and credit cards. The City also authorizes Western Union payment centers throughout Lubbock, where the listed payment methods are cash, debit card, and money order; customers should confirm the current participating-location list and any merchant fee before traveling. The City's published pages do not identify a separate staffed water counter schedule beyond the weekday customer-service and lobby hours.

Accepted digital instruments

What you can use online

The KUBRA portal accepts bank-account payments, debit cards, credit cards, and e-checks; the City also lists ACH payments with a substantially higher transaction limit and recurring monthly AutoPay. The automated phone line accepts bank-account information, debit cards, and credit cards. The current official materials do not advertise Apple Pay, Google Pay, or a separate branded digital-wallet option.

2026 transaction pricing

Convenience fees

A dedicated this detail was not publicly posted. The current City of Lubbock water-payment pages and FY2026 water/sewer rate letter do not state a current online card, e-check, or ACH convenience-fee amount. The City publishes payment limits and channels but does not expose a current 2026 processing surcharge in the reviewed official customer materials.

Fees can vary by payment type, channel, account class, and processor terms. The checkout screen is the final fee disclosure.

Payment guidance

Choose the payment channel that fits your deadline

The safest payment path is the one published by City of Lubbock Utilities (COLU) – Water Utilities and matched to the account information on your bill. Online portals are convenient, but telephone, mail, counter, and drop-box options may follow different posting schedules and may use different fees.

For a routine payment, save the final confirmation page or IVR number and check when the transaction will post. For a same-day shut-off notice, do not assume that submitting a card payment automatically stops a field order; ask the provider what amount and confirmation are required.

Never send your account number, password, card details, or bank information to Water Ledger. Those details belong only on the provider’s verified payment channel or at an authorized counter.

Return to utility profile →Review shut-off rules →