Grifo Water
A hydrant, a question, one inbox.
Utility staff, contractors, and fire departments all reach us the same way. Tell us the hydrant and what happened, and we'll take it from there.
Email us
hello@grifowater.comOne address for everything — device issues, billing questions, credential problems, and pilot logistics. We read every message and route it to the person who can actually fix it.
Emergencies do not go through us
For a fire or any life-safety emergency, call 911. Grifo only fits the 2.5″ auxiliary port — the 4.5″ steamer is unmodified and fire flow is never gated by our device. For a main break, backflow event, or other utility emergency, contact your city's water department directly.
Common reasons people write in
The tap didn't authorize
A contractor tapped their phone and the collar didn't engage. Usually a credential that's expired, suspended, or not yet provisioned for that hydrant — send us the hydrant ID and we'll check the record.
Email about a handshakeA reading or invoice looks wrong
Gallons that don't match the job, a draw on the wrong account, or an invoice that didn't reach your billing system. Include the account and billing period and we'll reconcile the meter log against what posted.
Email about billingTamper alert or damaged unit
A unit that's been struck, pried, or reported by a crew. The valve fails secure — a damaged device won't release water — but we'll get a replacement scheduled and the work order squared away.
Report a unitIntegration questions
Billing in Tyler, draw maps in Esri ArcGIS, tamper work orders in Cityworks. If a record isn't landing where your staff expect it, tell us which system and we'll trace it.
Email about integrationsContractor onboarding
Getting a crew credentialed, adding a new phone, or removing someone who's left the company. No app store download and no account signup on site — provisioning happens through the utility.
Email about onboardingPilot and procurement
20–30 hydrants on one corridor, under 10 hours of total staff time, a day-90 readout in dollars, and a revenue-share structure that costs the city nothing up front.
Email about a pilotWhat to include
- Hydrant ID and cross streets — the city's asset tag if you have it, otherwise the nearest intersection.
- Device serial — etched on the collar housing, below the GRIFO mark.
- Date and time of the draw, including the time zone if you're writing from outside Central.
- Contractor or account name tied to the credential that was used.
- What you expected and what happened instead — one or two sentences is plenty.
- A photo, if there's visible damage or an unexpected reading on the display.
Before you write
Can a hydrant be opened if the device fails?
Yes. Override is mechanical, and the 4.5″ steamer port is never fitted or modified — fire crews operate the hydrant exactly as they always have. Only the 2.5″ auxiliary port is gated, and only on contractor hydrants selected with the fire marshal.
The unit was smashed. Is water running?
No. The nut free-spins at rest and only the electronics can engage the clutch, so destroying the device bricks the auxiliary valve rather than releasing water. Report it anyway so we can replace the unit and open the work order.
Does the contractor need cell service to draw water?
No. The credential handshake happens over NFC and works fully offline — the phone powers the exchange on contact. Meter records upload later over LoRa, so a dead zone delays reporting, not the draw itself.
Who does the city call about an invoice dispute?
Write to us and we'll pull the metered draw record for that hydrant and period. Grifo posts into your existing billing system rather than replacing it, so the final adjustment is still made by your utility billing staff in Tyler.
Do you need new software or a new dashboard?
No. Billing goes to Tyler, draw maps to Esri ArcGIS, tamper work orders to Cityworks. Your staff keep working in the systems they already use, which is also why support questions usually resolve inside those tools.