FAQs • Port Orange, FL • CivicEngage

What if my payment doesn't go through?

Payments made from invalid or insufficient accounts will be assessed returned charges and the payment must be resubmitted. Returned payments from past due or delinquent accounts will be disconnected without notice and subject to additional fees. Contact us immediately to avoid disruption in service.

Payments made from insufficient funds accounts will be assessed returned charges and the payment must be made by either cash, credit or debit card. 3 returned payments will place the account on a cash-only status for one year.

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Customer Service

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1. How do I pay my water bill?: Please visit our How to Pay My Bill page to learn how to make a payment.

2. When is my payment due?: Bills are due 20 days from the statement date. 10 days past the due date, your account is past due and a $10 late charge is applied to the account. 10 days after the past due date, your account is subject to disconnection. To avoid disconnection on past due balances, do not drop off payments, please call or stop by to make a payment

3. What if my payment doesn't go through?

4. What if I have a problem with mail?

If you experience problems or delays through the postal service, sign up to receive a bill via email by calling Customer Service at 386-506-5720 or through our office.

Please note that not receiving your bill does not relieve you of the responsibility to pay your bill. Payments received after the due date are subject to late penalties and disconnection of service.

5. What if my water was disconnected for non-payment?

20 days past the due date, your account is subject to disconnection. You must contact us via phone or in person to restore your service.

Once your account has been tagged for disconnection, you will incur a $40 service charge whether your water is turned off or not. To re-connect service, you must have a zero balance. This includes any fees or outstanding bills that have been rendered, not just the past due balance.

Service will be restored same day if payment is made before 3 p.m. After 3 p.m., an additional charge of $40 will be applied for an after-hour service call.

6. Why is my water bill so high?

A leaky toilet or faucet can result in thousands of gallons in water consumption on your monthly bill. Underground leaks may not be visible.

View the tips for detecting leaks (PDF) for more information.

7. Can I get an adjustment for a water leak or pool fill?

The City will make an adjustment for the sewer portion of high water use with documentation of either repair of a leak or a pool fill. Please submit a Sewer Adjustment Form (PDF) to our office, along with any supporting documentation such as an invoice from a plumber, copies of receipts if you made the repairs yourself, or a pool company that did repairs on your pool.

Please note that submission of a form does not mean approval. Please allow 2-3 billing cycles for the adjustments to appear on your bill.

8. How do I report meter leaks, water line leaks, water pressure or sewage backup problems?: Contact Public Utilities at 386-506-5750.

9. What if I have a question about my drinking water?: Please visit our Water Quality page for all of your answers.

10. What is reclaimed water?: Please view the Reclaimed Water & Cross Connection brochure (PDF).

11. What are the current water restrictions?: Please view our Current Water Restrictions page for all of your answers.

12. When is garbage pick-up?: Please visit our Garbage & Recycling page for all of your answers.

13. Should I update my information?

Any time you change a phone number or email address, it is important to update your account. If you obtain a new state driver's license, please send us a copy of your license with your account number and note that you would like to update the license on account.

Your billing address and phone number may be changed through the address change request on the back of the bill stub or you may call us at 386-506-5720.

14. How do I change my name?

If you are recently married, divorced or have changed your name, we require the following:

Copy of new driver's license
Copy of appropriate paperwork such as marriage certificate, divorce decree or legal name change document
Name Change Form (PDF) signed and returned to our office with the appropriate supporting documentation.

15. What if the account holder is deceased?: Deposit refunds can only be issued in the name of the account holder. If the account holder is deceased, refunds will be issued to their estate. If the property is jointly titled, account deposits can be transferred to surviving co-owner or co-tenant by completing a new service application (PDF) and providing a copy of the death certificate and new account holders Valid Government Issued ID.

16. What if a lien is issued against the property?

If a property owner defaults on paying more than 2 utility bills, a lien may be issued against the property. Lien charges will apply.

If you are purchasing a property, all liens must be paid in full before water service can begin for a new owner. Due to monthly availability charges, please be sure to request an updated lien search before closing on a property. To request a Lien Search, please contact the City Clerk's office at 386-506-5563.

17. What do I do if I have filed bankruptcy?: If you have filed bankruptcy, please send us a "Discharge of Debtor" paperwork showing the date that you filed for bankruptcy and call us at 386-506-5720. You will need to pay a new deposit when you restart service.