City of Cocoa Water Customer Service Department Contact Information: Hours of Operation: Monday – Friday from 8:00 am - 4:30 pmPh: (321) 433-8400 Fx: (321) 433-8408Email: customerservice@cocoafl.org Website: www.cocoafl.org

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, or Discover)
• • Debit Card (Visa, MasterCard, or Discover)
• • E-Check

Are there convenience fees for making online payments? Answer: While you will be paying your bill to the City of Cocoa, a convenience fee will be assessed and paid to First Billing Services, the provider of online and over the phone payment options. The convenience fees for each transaction are broken down as follows.

• • Residential Accounts:
  • ‣ Credit/Debit = $2.99 (up to $300)
  • ‣ Credit/Debit = 2.65% (over $300) - Max. Payment $5,000
  • ‣ E-Check = $2.99
• • Commercial Accounts:
  • ‣ Credit/Debit = $2.99 (up to $300)
  • ‣ Credit/Debit = 2.65% (over $300) - Max. Payment $5,000
  • ‣ E-Check = $2.99
• • Live-Agent Assisted transactions:
  • ‣ Credit/Debit = $3.25 (up to $300)
  • ‣ Credit/Debit = 2.65% (over $300) - Max. Payment $5,000
  • ‣ E-Check = $3.25

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 message!

What other payment options do I have if I prefer to not make a payment online? Answer: The below payment options are also available:

• • You can also make a payment over the phone during regular business hours by contacting a live First Billing Services Customer Service Representative at toll free (855)270-3592.
• • Mail your payment to our secure payment processing center using the included payment stub and envelope. If you do not have a payment stub or envelope, please make sure your full account number, including dash, is on your check and send your payment to:
• • City of Cocoa
  • P.O. Box 1270
  • Cocoa, FL 32923-1270
• Mailing your bill directly to the City delays the processing of your payment and could result in cut off for non-payment.
• • Direct bank drafting by filling out an ACH Debit Request form with the City of Cocoa.
• • Credit card payments using the Interactive Voice Response (IVR) System 24 hours a day. You can reach the IVR system by calling 321-433-8400
• • Walk-in over-the-counter payments.
• • Dropbox located near the south entrance to the City Hall building.

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

• • Account Number
• • Zip Code of Service Address
• • User Name (6-50 characters long)
• • Email Address
• • Password (At least 9 characters, contain at least 1 lower case letter, 1 upper case letter, 1 number and 1 special character(!#$%&()*+,-./:;<=>?@[\]^_`{|}~).)
• • Confirm Password

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 associated with your FirsChoice account, 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.