Accounts & Billing FAQs

A REFRESHED CUSTOMER EXPERIENCE IS HERE!

Manatee County Utilities is pleased to offer new and exciting enhancements to the customer experience, including an all-new billing system, customer self-service portal, updated bill design, and new phone number for making payments via our automated phone system.

All customers will receive a welcome letter when the old billing system is retired. This welcome letter will include:

  • Your new account number; and
  • A customer self-service code, which is required to create your new profile when logging in for the first time

In addition to the welcome letter, your new account number and customer self-service code will be included on all future billing statements. Once your customer self-service profile is created, you will be able to make a payment and set up recurring payments, access consumption history, and more.

  • If you currently have recurring payments or a bank draft, you will need to set up a new payment schedule.
  • Please note that Manatee County Government has implemented a procedural change and will no longer be absorbing the transaction fees for customer credit card payments. However, paying via Checking or Savings accounts will remain free of cost to customers.

Bill & Payment FAQs

Why is my bill so high?

Manatee County Utilities bills are made up of base rates and usage charges. If you feel your usage is too high, please read about leak testing or explore our Water Conservation options.

How can I get my balance? Can I look it up online?

By utilizing Customer Self-Service (CSS), you can see your statement, make payments and more. You may also call Manatee County Utilities Customer Service at (941) 792-8811.

How can I get a duplicate bill?

You can access your account online through Customer Self-Service (CSS), and view/print statements. 

You can also request a duplicate bill through Manatee County Utilities Customer Service at (941) 792-8811.

Why do I have more than one charge for water on my bill?

Manatee County has two charges for water and two charges for wastewater.  Each has a base rate and a usage rate. 

The base rate is a flat amount charged monthly. This amount covers the cost of maintenance and operation of the system. The amount is charged even if there is no usage.

Manatee County Utilities bills water usage in steps or stages, as shown in the Manatee County Utilities Water Rates. This amount will fluctuate based on the amount of water actually used.

Why do I have to pay base rates if my meter is locked or I'm not using water?

Manatee County Utilities charges base rates to any property occupied or unoccupied that is connected to the county infrastructure (water and/or sewer lines) as well as a mandatory solid waste charge for residential accounts.

How can I get help paying my bill?

Manatee County Utilities Customer Service may be able to assist you with a possible payment arrangement.  We also provide the following list of local organizations that may be able to offer assistance.

  • United Way - (941) 308-4357, or dial 211 from any touchtone phone
  • Salvation Army - (941) 748-5110
  • Manatee County Opportunity Council - (941) 827-0188
  • Catholic Charities - (941) 379-7997

Payment Issues

Why didn't my payment go through even after I received a confirmation number?

Payments made on the automated phone service and county website are done with a batch process and not drawn from the account immediately. Although you may have received a confirmation number, reasons your payment may not go through include:

  • Your bank rejected the payment
    Input error
  • Returned Item 
  • Other unexpected issues

I keyed my payment (or other account information) in wrong. Can I get the returned item fee waived?

The account may be reviewed for a one-time fee waiver during the life of the account.