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How to report a water leak, outage or problem in Cancún: complete guide (Aguakan and CAPA)

Phone numbers by zone, the virtual office, what details to give and what to do during an outage. Everything you need to solve a water problem in Cancún and the Riviera Maya, in one place.

By Luis Alejandro Calderón Cetina · Responsible editor ·
Water tap and utility bill in Cancún

A leak in the street, an outage with no warning, low water pressure or a bill that doesn't add up: water problems are among the most common complaints in Cancún. This guide gathers, in one place, how and where to report based on your area, what information to have ready, and what to do while it gets resolved.

Across most of northern Quintana Roo —Benito Juárez (Cancún), Puerto Morelos, Isla Mujeres, Solidaridad (Playa del Carmen)— the service is run by Aguakan. In other municipalities it falls to CAPA (Quintana Roo's Water and Sewage Commission).

Reporting phone numbers (Aguakan)

  • Cancún (Benito Juárez), Puerto Morelos and Isla Mujeres: (998) 891 4860
  • Playa del Carmen (Solidaridad): (984) 873 0145

Use them to report leaks, outages, low pressure, sewage flooding or lack of water. It's the fastest route for an emergency.

Online and digital channels

  • Virtual office: at oficina.aguakan.com/tramites you can check your balance and consumption history, and download your bill and account statement (register with your account number).
  • Express payment: at pagos.aguakan.com.
  • WhatsApp and social media: Aguakan has a WhatsApp channel and official accounts on Facebook, Instagram, X (Twitter) and YouTube, where it posts outage and maintenance notices.
  • In-person service and document reception: Monday to Friday from 8:00 a.m. to 3:00 p.m. at its service centers.

What to have ready when you report

To speed up your report, have on hand:

  1. Exact address with supermanzana, block, lot and cross streets (or a clear reference).
  2. Type of problem: leak in the street, leak inside the property, full outage, low pressure, sewage.
  3. Account number (on your bill) if the report is about your meter or your balance.
  4. A contact number for follow-up.
  5. If you can, a photo of the leak or flooding.

When you finish, write down the report or case number they give you: it's your proof to follow up.

Your bill: check it, pay it, dispute it

You can download and pay your bill through the virtual office or express payment, without going to a branch. If the amount looks too high, before paying check: that consumption has no strange spike (it can signal an internal leak, such as a "running" toilet), and that your meter details are correct. If something is off, request a review by phone or at a service window, with your account number ready.

What to do during an outage

  • If the outage is scheduled, Aguakan usually announces it on social media: store water the night before in clean, covered containers.
  • Prioritize stored water for hygiene and drinking; avoid non-essential uses until service is restored.
  • If the outage is sudden and prolonged, report it by phone to confirm whether it's a general failure in your area or a problem with your meter.

If you live outside Aguakan's area

In municipalities served by CAPA, reports go to that agency. Check the phone numbers and offices for your area on CAPA's official site (capa.qroo.gob.mx); the process is similar: identify your area, describe the problem and keep your case number.

At Noticias Cancún we follow up on water outages, notices and works in the city. Save this page: we update it when the contact details or the official process change.

Sources

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