Frequently Asked Questions

City of Cocoa Water Customer Service Department Contact Information:

Hours of Operation: Monday – Friday 8:00 am - 4:30 pm (see website for in-person hours)


Ph: (321) 433-8400 Fx: (321) 433-8408

Email: customerservice@cocoafl.gov

Website: www.cocoafl.gov

How do I register my new utility account?

Answer: After establishing service, please wait 24 hours to allow for system update. If you are an existing customer with a registered account and have moved, please update your information to reflect the new account number.

What information do I need to register my account?

Answer: To create a new account, you will need to enter the following information:

  • Utility Account Number
  • Zip Code of Service Address
  • User Name (6-50 characters long)
  • Password (contains at least 9 characters, 1 lower case letter, 1 upper case letter, 1 number, 1 special character)
  • Confirm Password

How can I view my bill online or sign up for e-billing?

Answer: Register your account to view monthly utility bills online or sign up for e-billing. An email will be sent containing a link to confirm your email address. You must complete this step. Check your junk folder for the link if your email is set to filter out unknown senders.

How can I pay my bill online?

Answer: You can register your account online or pay as a guest. You will need the full utility account number, including the hyphen in the correct position. Once you have successfully pulled up your account, please choose the ‘Make Payment’ option on your ‘Home Page’ and select one of the following payment methods:

  • Credit/Debit Card
  • Bank Account (E-Check)

Is there a convenience fee 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 as follows.

  • Residential and Commercial Accounts:
    • Credit/Debit = $2.99 (up to $300)
    • Credit/Debit = 2.65% (over $300) - Max. Payment $15,000
    • E-Check = $2.99

  • Live-Agent Assisted Transactions:
    • Credit/Debit = $2.99 (up to $300)
    • Credit/Debit = 2.65% (over $300) - Max. Payment $15,000
    • E-Check = $2.99

My saved payment method failed with the message “Invalid Token Error.”

Answer: If your payment failed due to invalid token, please delete your existing payment method(s), and re-save them. Tokenization is a banking practice whereby sensitive payment method details are replaced with a stand-in token. This token may expire and require re-verification for security measures.

What other online payment features/options do I have?

Answer: The below options are also available:

  • Save multiple payment methods for quick and easy processing using the ‘Account Settings’ tab.
  • Schedule Auto Payment 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?

Answer: The below payment options are also available:

  • By phone - speak with a live agent during regular business hours by calling First Billing Services toll free at 855-270-3592.
  • By mail - please include bill stub with payment. If you do not have stub, please make sure your full account number, including the hyphen, is included on your check and mail to:

  • City of Cocoa
    P.O. Box 1270
    Cocoa, FL 32923-1270

  • By direct bank draft - complete an ACH Debit Request form with the City of Cocoa and provide a voided check.
  • By credit/debit card – call the Interactive Voice Response (IVR) System 24 hours a day at 321-433-8400.
  • In-office payments - accepted at Cocoa City Hall during regular business hours.
  • Payment kiosk - located near the south entrance to the City Hall building.
  • Dropbox - located on the lower right-hand section of the payment kiosk.

Who do I contact about a duplicate or unknown charge?

Answer: For payment inquiries, please contact City of Cocoa Water Customer Service Division at 321-433-8400 during regular business hours, and, prior to initiating any chargeback request. Associated fees are billed to the utility account for the chargeback/dispute process, regardless if the funds are returned to the financial institution or remain on the utility account.

I forgot my User Name.

Answer: Please click 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.

How can I view my payment history information online?

Answer: To view previous payments associated with your First Choice account, choose the ‘Account History’ option on your home page. You also have the option to email or print receipts.

How can I register more than one account under the same User Name?

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 User Name. 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 User Name?

Answer: Simply click on ‘Manage Accounts’ and then click on the ‘Delete’ button of any accounts you wish to remove.

Payment Portal Support
For help logging in, making a payment, or using an automated service
855-270-3592
customerservice@firstbilling.com
Customer Service Hours
Mon - Fri: 8:00AM - 6:00PM
all times are Eastern Standard Time

Account Support
For utility-related problems or questions about your invoices

Account Questions?

Customer Service Hours
Monday - Friday: 8:00AM - 4:30PM
24-Hour Automated Phone Payments
321-433-8400


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