Frequently Asked Questions

Is this a free service?

Austin 3-1-1 is a taxpayer funded service for the benefits of all citizens of Austin, TX. There is no charge to request information or services via the smart phone app from The City of Austin.

Where can I find other City of Austin smart phone apps?

City of Austin smart phone apps can be found at the App Library. The Austin Energy App can be found at www.austinenergyapp.com.

How do I report technical issues of feedback regarding Austin 3-1-1 smart phone app?

Please call 3-1-1 or 512-974-2000 to report any technical issues.

What will the City of Austin do if users submit inappropriate photos and/or spam via the smart phone app?

Submitting inappropriate photos or spamming the Austin 3-1-1 smart phone app is a violation of the smart phone app’s Terms of Service. When inappropriate photos are flagged by City employees, the City has the right to remove the materials. The City can also block the device from using the app limiting future submissions. Your phone settings are likely set to military time. The system will transfer the time as programmed in your phone. Changing your phone’s time format settings to standard time will then display standard time.

Why does the service request that I submitted display military time in My Requests and Recent list?

What is the process after a service request is submitted through the smart phone app?

The request will display an orange ‘submitted’ status until the 3-1-1 system receives the request (this will appear as an orange pin on the map). Once received in the 3-1-1 system, the status will automatically change to a green ‘open’ status and provide a Service Request number (this will appear as a green pin on the map). If a citizen provides an email address when submitting a request, they will receive an email confirmation. The Service Request status will change to ‘closed’ with a blue background. There may be additional information provided by the department to the right of the status indicator. If the citizen has enabled notifications, they will receive a notification alert advising that the request has been closed.

Do the requests made via the 3-1-1 Austin smart phone app go directly to a specific City department?

Most service requests will be dispatched directly to the responsible City department. The only exception is the category ‘OTHER’, which is reviewed by Austin 3-1-1 and linked to the appropriate Service Request for action.

How do I follow up on my service request?

Whether you choose to submit a Service Request via the smart phone app, our website, or calling 3-1-1, you will be given a Service Request number. Use this number to track the status of your request using one of the following methods:

  • Call 3-1-1. You will only need the Service Request number to check the status of the request.
  • Check the status online. Please enter the service request number and the email address provided with the service request to look up the status.
  • If you are checking the status of your request via our smart phone app, please refer to the ‘My Reports’ or your submitted SRs field on the app.

What are the statuses of a service request? What do they mean?

There are three terms describing your service requests:

  • ‘Submitted’ is used when the issue has been successfully accepted with the application within Customer Service Request System (CSR).
  • ‘Open’ to use when an SR is currently being processed within CSR.
  • ‘Closed’ Status to use when an SR is completed within CSR.

What and how can I search on the 311.austintexas.gov mobile website?

The app is available for Android and iPhone, but all smartphone users such as BlackBerry and Windows phone users, can submit or review requests via 311.austintexas.gov. The search box will allow you to search for keywords in the description field of submitted Service Requests. It will not allow you to search for address or answers to questions.

Is my personal information secured? How is my information being protected, secured or stored?

Personal information is secured and managed based on existing City of Austin policy and procedures. The City of Austin adheres to FOIP legislation. Please refer to the Terms of Service for the Austin 3-1-1 smart phone app for more detail.

What does ‘Reporter’ mean on the 3-1-1 Austin smart phone app?

The Reporter feature is where you can enter your contact information. Entering your contact information will save you time and effort when making future requests. You only have to enter your name, phone number and email address once on each device. When you submit future service requests on the same device your personal contact information will be automatically added to your request. Users can submit requests anonymously; however, they are encouraged to enter their contact information so City departments can contact them if they have questions. As mentioned above, your personal contact information will not be shared or displayed if you wish to share your service request with the public.

Do I have to provide my personal information to submit a service request via the smart phone app, the website or by calling 3-1-1?

Depending on the concern, some City of Austin services may require your name and contact information in order to initiate the request. The Austin 3-1-1 smart phone app allows anonymous submissions; however, if contact information is not provided, it may limit the department’s ability to effectively respond to your request (example: to obtain more detail if required to fulfill the request). If you provide your email address at time of submission, you will also receive an automated confirmation email with your service request number. If a phone number is provided, The City may contact you for more information on the request. If phone notifications are enabled, you will receive a ‘badge’ or ‘alert’ from 3-1-1 that will advise when the reported issue is changed to ‘closed.’

Why do I only see my submitted photos in the smart phone app?

Due to privacy concerns, photos are sent only to the City department processing the service request therefore they are not shared with the public.

What does the ‘Share with public’ checkbox mean? Whom am I sharing the information with?

If the box is checked, Austin 3-1-1 smart phone users can see your service request on a list and map of the last 100 service requests submitted. Your contact information will not be shared with other users, only the information relevant to the service request. Uncheck the box if you do not wish to share the information from your service request. The 311.austintexas.gov website allows the public to view a list of requests that have been submitted via the smart phone app and this website. There are additional ways to view services submitted by type and status on the website.

Can a submitted service requests be viewed on a map?

Yes. By selecting the map icon at the top right corner of the app from either the RECENT, MY REQUESTS or MY FAVORITES pages of the app, a map with pins will appear indicating the various service requests submitted throughout the city. Selecting a pin will display the service request type, address, description and status.

How do I specify or edit the problem location?

Your phone’s GPS will automatically find your location and use that as the problem location. To change the location, press and hold the map marker to drag it to the desired address. Then click OK at the top right of the screen. If you take a photo of the problem and then change your location before submitting the report, be sure to point the map marker to the correct location of the problem.

How to enable ‘Location Services’ or GPS on your smartphone?

Please see your phone’s manual for turning on GPS services.

Can I use the Austin 3-1-1 smart phone app without enabling ‘Location Service’ or GPS on my device?

Apple devices must enable “Location Services” or GPS in order to submit requests and automatically detect your location through the Austin 3-1-1 smart phone app. If you happen to not be at the location where service is needed when you use the app, please use the map feature to re-locate the issue to the correct address. Android devices may submit requests through the Austin 3-1-1 smart phone app without activating “Location Services” or GPS.  However, in order for the app to automatically detect your specific location, “Location Services” or GPS must be enabled on the Android device. You may also manually tap and drag the pin to the correct location.
 

Troubleshooting Smart Phone App

Below is a list of basic troubleshooting steps for resolving most Austin 3-1-1 smart phone app issues.

If your issue is not resolved using the troubleshooting steps below, please note that some devices and operating systems may not be compatible with the software requirements of the application.

Minimum requirements for using Austin 3-1-1 smart phone app:

  • Smartphone and tablet devices Android and iOS/Apple operating systems
  • Download Austin 3-1-1 smart phone app from Google Play Store or App Store
  • Cellular or WIFI enabled
  • GPS enabled

If you are still unable to submit the service request with your mobile device and your request is a non-emergency, please call Austin 3-1-1. You can also submit a service request from your mobile device online at 3-1-1.austintexas.gov.

If your service requests in an emergency, call 911 directly.

New Request

Unable to submit an SR:

  • Ensure that you have correctly tapped on the New Request pencil/paper icon.
  • Close/Reopen application and retry.
  • Power your device off and on and retry.
  • Uninstall/Reinstall application and retry.
  • Ensure that your phone's Location/GPS feature is turned on.

Recent

There are no recent SRs found in the Recent:

  • Ensure that you have correctly tapped on the Recent clock icon.
  • Close/Reopen application and retry.
  • Power your device off and on and retry.
  • Uninstall/Reinstall application and retry.

My Requests

There are no reports found in My Request page:

  • Ensure that you have correctly tapped on the My Requests pencil icon.
  • Close/Reopen application and retry.
  • Power your device off and on and retry.
  • Uninstall/Reinstall application and retry.

Cannot find my SR Type to submit:

  • Ensure that you have completely scrolled through all available SRs.
  • Ensure that the SR is an available option.
  • Close/Reopen application and retry.
  • Power your device off and on and retry.
  • Uninstall/Reinstall application and retry.
  • Submit as “Other” or call 3-1-1.

The GPS feature is not functional:

  • Ensure the GPS feature is activated.
  • Please see your device’s manual for turning on GPS services.
  • If you choose not to enable your GPS, you can also tap and drag the pin to the correct location.

The GPS location is different from where the photo was taken:

  • Change location by pressing and holding the map marker and drag to the desired address.
  • Click OK at the top of the screen.
  • If geotagging is enabled for photos on your phone, the location will automatically be changed to the location where the photo was taken.

COVID-19 Info

The Covid-19 on the Austin website will not open from the Austin 3-1-1 smart phone app.

  • Visit the COVID-19 Austin website on your phone's web browser.
  • Visit https://www.austintexas.gov/covid19 from another device (computer, tablet, etc.).

Reporter Outage

The Reporter Outage page will not load in eh Austin 3-1-1 smart phone app.

  • Visit the View and Report Power Outages website on your phone's web browser.
  • Visit https://outagemap.austinenergy.com/external/default.html from another device (computer, tablet, etc.).

Reporter 

Contact information is incorrect:

  • Open the Reporter page, edit the Contact Info, and select Save.

For a more comprehensive list of service requests types to choose and submit from using your home or laptop, visit Citizen Web Intake.

Questions and concerns regarding the Austin 3-1-1 smart phone app may be forwarded to 3-1-1 Mobile App Feedback.

If the above recommendations do not resolve your mobile device's technical issue, please contact your service provider for assistance. 

Service Request Types

Below is a list of Services Requests, their descriptions, and Service Level Agreements currently available on the smart phone:

Community Engagement Project Feedback

Description: This service request is used to capture feedback from residents regarding active community engagement projects.

Service Level Agreement: If callback requested, the Community Engagement team will contact you within 5 business days.

Construction Items in ROW

Description: This service request is used to report construction related items left by a contractor in the right-of-way.

Service Level Agreement: Someone from right of way will contact you within 5 business days.

Dead Animal Collection

Description: This service request is used to report dead animal collection on city-maintained streets, and right-of-way, within the Austin Resource Recovery service area.

Service Level Agreement: Allow up to 1 business day for Austin Resource Recovery to pick up animal.

Eviction/Notice to Vacate Order

Description: This service request is used to report COVID-19 Order violations pertaining to evictions. Reporter information is required for this request.

Service Level Agreement: Your request will be submitted to Austin Code who will contact you within 48 hours, Monday - Friday. 

Fireworks Noise Complaint

Description: Use this service request to report non-emergency complaints about fireworks noise within the Austin City limits. For fires in progress, or other emergencies dial 911.

Service Level Agreement: If you require a callback, APD non-emergency personnel will contact you within 6 hours. If you would like a call back from APD, you must provide your phone number in the Reporter section.

Flooding Current (Non-Emergency)

Description: Use this service to submit non-emergency flooding that is currently happening. For emergency situations, please call 911.

Service Level Agreement: The situation will be assessed and responded to ASAP.

Flooding Past

Description: This service request is used to report previous flooding, flooding damage or potential flooding issues after the rain event.

Service Level Agreement: An investigation will be conducted within 21 business days.

Food Complaint

Description: Use this service request to report restaurant food complaints. To report Food Borne Illness, call 512-972-5555.

Service Level Agreement: Environmental Services will begin investigation or contact citizen within 3 business days.

Found Animal - Keep

Description: This service request is used when a resident/visitor found an animal and wished to keep it until the owners are found.

Service Level Agreement: The Austin Animal Center will contact you regarding this report within two days.

Found  Dog  (Confined) - Pick Up

Description: This service request is used to report an animal that has been found by a resident/visitor, and they want to have the animal picked up by Animal Protection. Animal Control will not go on to private property to pick up an animal and property owner must be present.

Service Level Agreement: Allow up to 3 business days for Animal Control to pick up dog.

Graffiti Removal

Description: This service request is used for residents/visitors to report graffiti areas.

Service Level Agreement: Currently Austin Public Health efforts are focused on the Covid-19 Pandemic Response. Due to the Covid-19 Pandemic Response all requests are used for tracking purpose only until further notice.

Grass/Weeds Over 12" Tall

Description: Use this service request to report grass/weeds over 12" tall. Service Level Agreement: Allow up to 5 Business Days for Austin Code Department to respond to issue. 

Service Level Agreement: Allow up to 5 business days for the Austin Code Department to respond to the issue.

Harmful Algae

Description: This service request is used to capture calls related to harmful algae bloom in Lady Bird Lake, Lake Austin and other waterways in Austin.

Service Level Agreement: Watershed Protection Environmental Resource Management will respond within 48 hours.

Homelessness in City Parks

Description: Use this service request to report anything related to homelessness in a park. If life or property are in danger, please call 911. Reports of homelessness are routed to the respective department for investigation. For more information please visit www.austintexas.gov/homelessness.

Service Level Agreement: All service requests are reviewed within two business days.

Junked/Abandoned Vehicle

Description: This service request is to allow residents to report vehicles abandoned, junked or nuisance vehicles either on public or private property.

Service Level Agreement: APD Vehicle Abatement will make every effort to review this issue within 10 business days. However, depending on current workload it may take longer.

Loose Dog

Description: This service request is used to report loose dog(s) within Austin/Travis County.

Service Level Agreement: Non urgent calls will be prioritized with response time of 2 to 72 hours.

Loud Commercial Music

Description: This service request is used to track issues with loud commercial music.

Service Level Agreement: This service request is for tracking purposes only.

Other

Description: Before submitting a request ensure there is no other service type for your specific issue. This request will be reviewed and routed to the appropriate department. The original service request may be closed and a new request number assigned. To check on the progress of your request, review the comments in the description field or call 3-1-1.

Service Level Agreement: This service is typically delivered within 5 days.

Park Graffiti Removal

Description: Use this SR to report graffiti removal requests on park land and property only. If this is a potential safety concern, please contact Austin 311.

Service Level Agreement: This issue will be investigated within 48 business hours.

Park Grounds Maintenance 

Description: This service request is used to report issues on park grounds, green belts and trails that are not electrical or plumbing related.

Service Level Agreement: This issue will be investigated within 48 business hours.

Parking Violation

Description: Use this service request to report a parking violation.

Service Level Agreement: Allow up to 3 Business Days for Austin Transportation Department to respond to issue.

Pay-by-Phone App

Description: This service request is used to report issues related to the Park ATX app.

Service Level Agreement: If needed, someone from the department will contact you within 5 business days, excluding holidays.

Pothole Repair

Description: This service request is used to report a pothole(s) in paved streets.

Service Level Agreement: Your report will be investigated within 4 days.

Rest Break Complaint

Description: This service request is used when construction sites don't allow break. The service request is also used to report violations of the Emergency Rule for rest breaks at construction sites.

Service Level Agreement: Allow up to 5 business days for Austin Code Department to respond to issue.

School Zone Flasher - Maintenance

Description: This service request is used to report school zone flashers that are not flashing, flashing at the wrong time, obstructed or for any maintenance issue with the school flasher.

Service Level Agreement: Allow up to 1 Business Day for Austin Transportation Department to respond to issue.

Shared Micromobility

Description: This service request is used to report any complaints, compliments or general feedback regarding the Shared Micromobility program.

Service Level Agreement: The Austin Transportation Department, in partnership with Shared Micromobility companies, will review within 3 Business Days.

Short-Term/Vacation Rentals

Description: Use this Service Request to report possible City Code violations pertaining to short-term/vacation rentals.

Service Level Agreement: Allow up to 5 Business Days for Austin Code Department to respond to issue.

Sidewalk Repair

Description: This service request is used to report issues with city sidewalks. Sidewalks may be damaged by tree roots or utility work.

Service Level Agreement: Non-hazardous situations may take up to 30 days.

Sign - New

Description: This service request is used to report the need for a new traffic sign at a specific location.

Service Level Agreement: New sign requests typically require 8-10 weeks for evaluation.

Sign - Parking Maintenance

Description:  This service request is used to report issues with city-maintained parking signs.

Service Level Agreement: Sign maintenance requests typically require 7-14 days for completion.

Sign - Traffic Maintenance

Description:  This service request is used to report issues with existing, non-emergency traffic signs.

Service Level Agreement: Sign maintenance requests typically require 7-14 days for completion.

Structural Conditions

Description: Use this Service Request to report possible City Code violations pertaining to Structural Conditions.

Service Level Agreement: Allow up to 5 Business Days for Austin Code Department to respond to issue.

Trash/ Debris on Property

Description: Use this service request to report accumulated trash or debris on private property.

Service Level Agreement: Use this service request to report accumulated trash or debris on private property.

Water Waste Report

Description: This service request is used to report water waste at a residential or commercial property.

Service Level Agreement: An investigation will be conducted within 5 business days.

Wildfire Prevention

Description: This service request is used for an Austin Fire Department (AFD) Presentation requests and to report wildfire concerns.

Service Level Agreement: If you wish to speak to someone with AFD, you will be contacted within 2 business days.