Pay Your Utility Bill

Frequently Asked Questions (FAQs)
As of August 1, the city upgraded its utility billing system and changed its payment processing company (provider) to Paymentus^®. Please find the most commonly asked questions and answers (FAQs).

Why did the city change its payment provider?
The city’s utility billing payment provider is one element of the city’s overall Enterprise Resource Planning (ERP) software. The ERP is an integrated software package that includes utility billing and all other financial applications of the city, such as the general ledger, procurement, human resources, payroll, accounts payable, capital assets, cash receipting, and others. This software was no longer keeping up with the rapid technological changes and needed to be transitioned to a more advanced system.

The city hired an independent consultant to determine each department’s specific ERP needs, developed a solicitation for a new ERP provider, and helped evaluate the proposals. The city selected Tyler’s MUNIS program for its new ERP software, and the city’s new payment provider, Paymentus, is a partner of Tyler.

Does Paymentus charge a payment processing fee?
Paymentus does not charge a payment processing fee.

I’ve used Auto Pay for years in the prior system. Do I have to do anything?
Yes, you must register with our new payment provider, Paymentus. Due to the transition, customers must register with the new system to view or pay bills online*, and account numbers are required. If a customer signs up for Auto Pay, all outstanding charges will be applied to their credit card on their next billing cycle. [*registration is not required for one-time online payments]

How do I set up Auto Pay?
To register and make a payment, please access cityofwinterpark.org/billpay or visit Customer Service in person at City Hall located at 401 S. Park Ave. When you register online, you must have your account number and include dashes when entering the information into Paymentus.

Once you have registered, you may make a payment online or call the Paymentus toll-free number at 1-888-481-1472. For your convenience, please access the step-by-step enrollment instructions at cityofwinterpark.org/billpay.

Do ALL customers have to register with Paymentus?
No, all customers do not have to register with Paymentus. Customers who would like to enroll in Auto Pay, view their bills online, pay bills online, or have their information stored to pay online would need to register. Registration is not required for one-time online payments or payments sent by mail. Residential and commercial customers with new accounts with the city must wait to receive their first bill before registering.

How do I register with Paymentus?
To register and make a payment, please access cityofwinterpark.org/billpay or visit Customer Service in person at City Hall located at 401 S. Park Ave. Once you have registered, you may make a payment online or call the Paymentus toll-free number at 1-888-481-1472. For your convenience, please access the step-by-step enrollment instructions at cityofwinterpark.org/billpay.

Does Paymentus have a mobile app?
A mobile app is not necessary with Paymentus, as your online experience is automatically optimized on any device with your fit-to-screen technology.

Where is the graph (block chart & number of days) on the bill?
Many customers have inquired about bringing back elements of the bill that they found helpful. We thank customers for their feedback and are exploring redesigning the bills to include these important elements.

Is the mobile app that was provided by the previous payment processing company still able to be used?
The mobile app that was used by the previous payment system is no longer available.

What does the new bill look like?
You can access a sample of the new utility bill at cityofwinterpark.org/billpay.

Can we enroll for Budget Billing?
At this time, we are not enrolling new customers in our Budget Billing Program. Budget Billing will be offered again in the near future.

What payment methods can we use with Paymentus?

• Apple Pay^®
• Checking Account
• Discover^®
• E-Check
• Google Pay^TM
• Mastercard^®
• Paypal^®
• Savings Account
• Venmo^®
• Visa^®

This is a working document, and the city will continue to add to this FAQ as it works diligently to continue to resolve the current utility billing issues.

If you are experiencing financial hardship, please access the following links to programs that may be able to assist:

• Emergency Utility Assistance Program managed by the Heart of Florida United Way®
• Orange County Energy Bill Assistance
• Senior Resource Alliance Emergency Home Energy Assistance Program for the Elderly (EHEAP)

City to underground residential service lines using existing rate structure
Previously approved $0.009/kWh electric rate increase deferred

Stormwater Fee
The city is performing stormwater audits using a new GIS tool that offers more accurate and equitable data. As a result, customers may see adjustments made to their monthly bill over the next several months as it relates to their stormwater fees.