City undergoes billing system change for water customers

Beginning this fall, city of Sarasota water customers who pay their monthly invoices electronically be subject to a new system.

Going into effect for the October 2025 billing cycle, the new system will require autopay customers to register to maintain their autopay account. The new web portal will be accessible to customers beginning Sept. 22 at SarasotaFL.gov/PayMyUtilityBill.

Customers who opt for payments through a credit or debit card, mobile app or autopay will also incur a new convenience fee applied by the electronic payment service provider.

Approximately 32% of city water customers pay with a credit or debit card, Apple Pay, Google Pay, PayPal, Venmo or text to pay. Those transition fees are currently, absorbed by the city. With the new billing system, a 2.95% convenience fee will be applied by the electronic payment service provider, InvoiceCloud, at the time of processing. The convenience fee shift will reduce city costs by approximately $400,000 per year.

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 including paying by cash or check, or electronic transfer of funds.

According to a media release, the online portal will offer a more robust customer account experience, including the ability to view past and current bills and make payment. The new system also offers a more detailed billing statement.

Customers are encouraged to become familiar with the new web portal upon activation. Autopay must re-register their autopay account.

Questions about the upcoming utility billing change should be directed to [email protected].