Frequently Asked Questions

City of Winter Haven Customer Service Department Information:

Main: (863) 291-5678
Fax: (863) 298-7870
After hours water and sewer emergencies: (863) 291-5853

Customer Service hours of operation: Monday – Thursday 7:30 AM – 5:30 PM EST
Friday 7:30 AM-5:00 PM EST

Direct all correspondence to:

The City of Winter Haven Water Dept.
551 Third St. NW
Winter Haven, Florida 33881

How can I view my bill online or sign up for e-billing?Answer: Register your account to view your bill online or sign up for e-billing.

How can I pay my bill online?Answer: You can register your account to make payments or skip the registration to pay as a guest. Once you have successfully logged in, please choose the "Make Payment" option on your Home page. You have the following payment options online:

  • • Credit Card (Visa, MasterCard, Discover, American Express)
  • • Debit Card (Visa, MasterCard, Discover, American Express)
  • • E-Checks

What other online payment features/options do I have?Answer: The below payment options are also available.

  • • Save multiple payment methods for quick and easy processing using the “Account Settings” tab.
  • • Schedule Auto Payments using the "Auto-Pay" tab.
  • • Register online for our Text and Pay option to get reminders of your bill due date and pay your bill via one easy text!
  • • Visit one of our Kiosk locations.
  • • Pay in person. We accept cash, credit/debit cards, checks & money orders.
  • • Place your check or money order in the drop box located in our parking lot.

What other payment options do I have if I prefer to not make a payment online?

By phone with a live agent: You can make a payment over the phone during regular business hours (9:00AM – 5:30PM EST) by contacting a live First Billing Services Customer Service Representative at (855)270-3592.

By phone with an automated phone payment system: Contact the 24 hour automated phone bill payment system which is outlined on your bill at 877-239-1097.

By Mail: Send payment to our secure payment processing center using the payment stub and envelope included with your bill. If you do not have a payment stub, please make sure your full account number is listed on your check/ money order and send your payment to:

City of Winter Haven City Utilities
551 Third St. NW
Winter Haven, Florida 33881

In person: Pay in person with a check, money order, cash or credit/debit card at the City of Winter Haven office. Payments can be made in person Monday through Thursday from 7:30 AM to 5:30 pm and Friday 7:30 AM to 5:00 PM at 551 Third St. NW Winter Haven, Florida 33881

What information do I need to register my account online?Answer: To create a new account, you will need to enter the following information:

  • • Account Number
  • • Zip Code
  • • Service Address

I forgot my User Name.Answer: Please click on the “Forgot your User Name?” link on the Secure Client Log In screen. Enter your email address and click “Retrieve User Name” to retrieve your user name via email.

I forgot my password.Answer: Please click on the “Forgot your Password?” link on the Secure Client Log In screen. Enter your user name and click “Reset Password” to receive a temporary password via email.

How can I view my payment history information online?Answer: To view a copy of the previous payments processed by First Billing Services, choose the “Account History” option on your home page. You can email or print receipts from this location.

How can I register more than one account under the same username?Answer: Register one of your accounts using the “Register” tab from the Secure Client Log in screen. Click on “Manage Accounts” to add additional accounts to your username. Once the additional accounts are registered, navigate the accounts using the quick drop menu on the top right side of your screen.

How do I remove an account from my username?Answer: Click on “Manage Accounts” to remove an account from your username. Simply click on the delete button of any accounts you wish to remove.

If you wish to close your account click here: to submit a utility account close request to the City of Winter Haven. Or call 863-291-5678 to speak with an Account representative for assistance.

Online Portal Questions?

Customer Service Hours
Mon - Fri: 8AM - 6:00PM EST

Questions about your Utility Account?

City of Winter Haven
Customer Service Hours

Monday - Thursday: 7:30AM - 5:30PM EST
Friday 7:30AM - 5:00PM EST

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