Austin 311 help: report and track a city issue

Short answer

For a non-emergency Austin city problem, use Austin 311 online or the app, or call 3-1-1. If 3-1-1 is not working or you are outside Austin, call 512-974-2000. Save the service request number so you can check status and follow up; call 911 for an emergency.

Who this is for

Anyone reporting a non-emergency City of Austin problem or checking a service request, including missed collection, pothole, streetlight, drainage, park, animal, or code issues.

Next steps

1. Separate emergencies from non-emergency city service requests; call 911 when someone is in immediate danger.
2. Note the exact location or nearest intersection, what happened, and when; skip private information you do not need to include.
3. Submit through Austin 311 online, the app, or by phone at 3-1-1 (512-974-2000 outside Austin or when 3-1-1 fails).
4. Save the service request number and use it to check status or follow up with Austin 311.

Have this ready

• The exact location or nearest intersection
• A short description of what happened and when
• A photo only when it is useful and safe to share
• The service request number and email used for an online status check

Common mistakes to avoid

• Using 311 for an emergency
• Submitting the same issue repeatedly instead of following the existing request
• Leaving out the location or a clear description
• Including unnecessary personal or account information

Key facts

• Call 3-1-1 inside Austin or 512-974-2000 from anywhere; the Austin 311 app and online portal take the same requests.
• Every request gets a service-request number. That number is the tracking key for status checks, follow-ups, and escalations.
• 311 is for non-emergencies. Emergencies and crimes in progress go to 911.

Checked August 10, 2026 against the official source.

Common questions

What happens after I file?

311 routes the request to the owning department, which sets the response window. You can check status anytime with the service-request number.

The request closed but nothing was fixed. Now what?

Reopen or escalate with the same request number, note what is still wrong, and add dated photos. A documented history is what moves a repeat problem to Austin Code or a supervisor review.

Official sources

• Austin 3-1-1
• Submit or check an Austin 3-1-1 request
• Austin 3-1-1 request portal

Last reviewed August 10, 2026 against the official source.

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