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Government » Public Utilities » Customer Service

FAQ: NEW Customer Self-Service Portal

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Welcome to the official launch page for Sarasota County’s Public Utilities’ new customer self-service portal. Here, you will find helpful information, frequently asked questions, video tutorials, and more. The portal will be available to customers on November 12, 2025, at scgovutility.com. We are excited to offer this new platform for our customers… Your utilities simplified. Just click!

General System Transition

Will my water or sewer service be interrupted during the transition?
No. Your service will not be affected. This update only impacts on how you view, pay and manage your account, not the delivery of water or sewer services.
Will my rates or fees change because of the new system?
While there will be a scheduled rate change in October 2025, it is unrelated to the new billing system. Rates are updated annually through our standard review process. Click here for the full rate schedule.
Why is the system changing?
We’re upgrading to a modern system to improve customer service, streamline billing, and offer better online account management tools.

Billing and Payment

Will my due date or billing cycle change?
No. Your billing schedule and due date will remain the same.
What happens to my past billing history?
Your previous billing history will be preserved and accessible in the new portal.
What if I mail a payment when the portal goes live?
Payments by mail will still be processed and applied to your account.
Can I still pay my bill in person or by phone?
Yes. All current payment options will remain available, including in-person, phone, and mail.

Portal Access and Registration

Why should I register for the new customer portal?

Registration allows you to manage your water account online 24/7. Features include:

  • Instant bill payment (one-time or scheduled).
  • Autopay setup and management for stress-free, on-time payments.
  • Track your usage and balance in real time.
  • View and download current and past bills.
  • See and manage payment plans.
  • Request to move or transfer service.
  • Update your contact information or billing preferences.
  • Securely manage your digital wallet and store payment methods.
  • Add and manage users if you share an account.
  • Review open charges even without logging in.
What is the Customer Self-Service (CSS) portal?
It’s a secure, online platform for managing your water utility account, anytime, anywhere. Visit the self-service portal on or after November 12 at scgovutility.com. (Please note that the portal will not be available until November 12, 2025.)
What is an activation code and where can I find it?
It’s an eight-character alphanumeric code found on your November bill or in your welcome letter.
What is a verification code and why do I need it?
It’s a six-digit numeric code emailed during registration to verify your identity and secure your account.
Who needs an activation code?
Customers not currently on autopay or without an email on file will need to use an activation code to register.
I’m on autopay and have an email on file. Do I need to register?
No. You’ve been pre-enrolled. Simply click “Forgot Password” on the login page to reset your password. You do not need an activation code.
I didn’t receive my activation code. What should I do?
Contact customer service at 941-861-6790 for secure assistance.
I forgot my portal password. What now?
Click “Forgot Password” on the login page and follow the prompts.
Can I use the same email address I used with the old Paymentus site?
Yes. You can use the same email, but registration is required unless you’re an autopay customer.
When can I start using the new portal?
The portal will be live starting November 12, 2025. Look for your new bill and activation code at that time.

Account Changes and Autopay

My account number is changing. What do I need to do?
Update your payment information (online banking) with the new account number found on your September bill.
Will my autopay transfer to the new system?
Yes, if you’re already on autopay and have an email on file. Just reset your password and log into the new portal. No action is needed for payment settings unless you wish to make changes.
I use my bank’s online bill pay. What should I do?
Update your bank information to match the new number after you receive your November bill. This ensures your payments are applied correctly and on time.
What if I don’t update my account number with my bank or credit card?
Payments could be delayed or rejected. Update your information to avoid late fees. We strongly recommend updating your account details as soon as your new account number is available.
Can I change or cancel autopay in the new portal?
Yes. Once logged into the new portal, you can update payment methods, adjust autopay settings or cancel autopay entirely.
I moved or changed my name. How do I update my account?
Submit changes through the new portal or contact customer service for assistance.

Service Requests and Portal Features

Can I report service issues through the new portal?
Yes. The portal includes tools to submit support tickets and service requests, without needing to call or visit an office.
Can I apply for payment plans or extensions online?
Yes, if eligible, you may request payment arrangements directly through the portal, including payment extensions and installment plans.
Will I still receive a paper bill?
Yes, unless you opt in to paperless billing through the new portal, you will still receive a paper bill. You can change your delivery preferences at any time.
Will I receive bill reminders?
Yes. You can enable email or text reminders for due dates, confirmations and other account notifications.

Support and Troubleshooting

What if I need help signing up?

You can:

  • Call 941-861-6790.
  • View the video tutorials on this page for step-by-step instructions.
What should I do if I have trouble receiving my verification code or logging in?
Check your spam or junk folder for the email. If you haven’t received it, contact customer service for support by calling 941-861-6790.
If you have any additional questions that were not answered on this page, call 941-861-6790.
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