Autopay customers will need to register to maintain those accounts
On Sept. 22, the City of Sarasota will debut a new billing system for its water utility, with “enhanced efficiencies and online customer service,” the city announced this week.
The new system, which will be in effect for the October 2025 billing cycle, will require autopay customers to register to maintain those accounts, a news release says. “The new web portal will be accessible to customers at www.Sarasotafl.gov/PayMyUtilityBill starting Sept. 22,” the release stresses.
“Customers who opt for convenient payments through a credit/debit card, mobile app or autopay will experience a new convenience fee applied by the electronic payment service provider,” the release also notes.
“Approximately 32% of City of Sarasota water customers pay with a credit or debit card, Apple Pay, Google Pay, Pay Pal, Venmo or text to pay,” the release adds. The city has been absorbing the payment transaction fees, the release says. When the new billing system begins, a 2.95% convenience fee will be applied by the electronic payment service provider, InvoiceCloud, at the time of processing,” the release explains.
The convenience fee will reduce city costs by approximately $400,000, the release notes.
The majority of the city’s 21,000 water customers — approximately 68% — make payments through free options, which will remain available with the new billing system, the release continues:
- Cash/check — Mail or pay in person at the Utility Billing Office, which is located at 1575 Second St.
- ACH(automated clearing house) — Online electronic transfer of funds.
“The online portal will offer a more robust customer account experience,” the release points out, including the ability to view past and current bills and make payments.” Further, the new system will provide each customer a more detailed billing statement, the release says. A sample may be reviewed here.
“Customers are encouraged to become familiar with the new web portal when it is activated on Sept. 22,” the release continues.
“Notices about the upcoming billing system change are being shared with water customers through water bills and information at the Utility Billing Office,” the release points out.
“A brief educational video about the new billing system may be viewed here and Frequently Asked Questions (FAQ) are here,” the release says.
Among the details of the FAQ, it points out that a customer will be able to receive a water bill “in traditional paper format, via email, and now via text …”
The answer to another question explains that a person will not need a customer portal account and log-in to pay bills online. Instead, it says, they “can select the Quick Pay option” from the log-in screen to pay without logging in to the system.
Additional questions about the upcoming water utility billing change should be directed to UtilityBill@sarasotafl.gov, the release adds.