Toho Utility Bill Action Guide for Online Pay, Phone Pay, Extensions & High Usage
This page helps Toho Water Authority customers choose the right payment path based on the account number on the bill: 18-digit accounts use different payment, phone and mail instructions than 8-digit or 9-digit accounts.
Use it to pay safely, find your account, request a payment extension, apply for TAP assistance, start/stop/move service, check high usage, estimate water and sewer charges, and avoid same-day reconnection mistakes.
Fast answer: Toho Water Authority customers can pay online, by phone, by mail, at Amscot/MoneyGram locations, or at limited in-person computer-station locations depending on whether the bill has an 18-digit account number or an 8/9-digit account number. For 18-digit accounts, Toho lists 407-944-5000 for automated phone payment and emergencies. For 8/9-digit accounts, Toho lists 407-957-7344 for phone payment and St. Cloud-area customer service. Start by checking the account number in the top-right corner of the bill.
Toho Water Bill Quick Facts
Toho Water Bill Action Board
Do this first: look at the top-right corner of your bill and confirm whether your account number has 18 digits or 8/9 digits. Then use the matching action below.
I have an 18-digit account
Use Level One / Toho’s online payment system or call 407-944-5000. One-time card payments have a fee; eCheck is free.
18-digit one-time payI have an 8/9-digit account
Use the 8/9-digit directions on Toho’s Ways to Pay page or call 407-957-7344 for phone payment and account help.
8/9-digit pay optionsI cannot find my account number
Use Toho’s Account Search tool. For 18-digit one-time payment, the portal asks for the full account number and the first five digits of the billing ZIP code.
Search accountI need more time to pay
Submit a payment extension before the deadline. Requests must be no later than 11 days after the due date and before 5pm on a weekday.
Payment assistanceMy water is disconnected
Pay the balance and assessed fees in full, then notify Toho customer service. Reconnection timing depends on account type, day and payment time.
Delinquent rulesMy bill suddenly jumped
Check billing days, irrigation, leaks, equipment-read corrections, previous balance, and whether you qualify for a usage credit.
High bill causes10 Toho Bill Pay Attributes Users Need to Know
| Attribute | Practical answer | Official action |
|---|---|---|
| Account number length | Payment options depend on whether your account number has 18 digits or 8/9 digits. | Ways to Pay |
| 18-digit phone pay | Call 407-944-5000 for the automated phone payment system, available 24 hours. | Call 407-944-5000 |
| 8/9-digit phone pay | Call 407-957-7344 to pay by e-check or debit/credit card. | Call 407-957-7344 |
| 18-digit mail address | Mail to Toho Water Authority, PO Box 30527, Tampa, FL 33630-3527. | Mailing details |
| 8/9-digit mail address | Mail to Toho Water Authority, PO Box 31304, Tampa, FL 33631-3304. | Mailing details |
| In-person cash | Cash-only payments are accepted at Amscot; Toho also lists MoneyGram options for 18-digit accounts. | Payment locations |
| Payment extension | Extension requests must be submitted no later than 11 days after due date and before 5pm, Monday–Friday. | Request help |
| TAP assistance | The Toho Assistance Program is through Osceola Council on Aging; apply by calling 407-846-8532 or online. | TAP details |
| Usage credit | Toho may credit the highest bill during a high-consumption period for qualifying leaks, pool fills or unexplained high consumption. | Usage credit |
| Emergency leak/sewer issue | Call 407-944-5000 at any time before calling a plumber so Toho can help determine whether a plumber is needed. | Emergency call |
18-Digit vs 8/9-Digit Toho Payment Routes
| Payment task | 18-digit account | 8/9-digit account | Best use |
|---|---|---|---|
| Online | Level One processes online card and e-check payments. Registered users can schedule payments or set up Auto Pay. | InvoiceCloud processes online card and e-check payments. Registered users can schedule payments or set up Auto Pay. | Best for confirmation and account tools. |
| Phone | 407-944-5000 automated phone payment system. | 407-957-7344 for e-check or card payment. | Best when you cannot use the portal. |
| PO Box 30527, Tampa, FL 33630-3527. | PO Box 31304, Tampa, FL 33631-3304. | Use only when not urgent. | |
| In person | Cash-only at Amscot and MoneyGram locations; bring remittance slip. | St. Cloud walk-in center computer station for e-check/card; cash-only at Amscot. | Use for cash or walk-in help. |
| Pay by text | Available after creating an online payment account and enabling pay-by-text in profile settings. | Available through InvoiceCloud Pay Now/Register options. | Best for monthly reminder-driven payment. |
Payment Fees, Limits and Timing Rules
18-digit card payments
Toho lists free eCheck, free credit/debit card when using an online payment account, and $1.25 per $100 for debit/credit card one-time payments or phone card payments.
8/9-digit card payments
InvoiceCloud charges a $3.25 convenience fee per $1,000 for credit/debit card payments. E-check online is listed as no cost.
$1,000 card limit
Both account groups list a $1,000 limit per credit/debit card transaction. Large balances may need multiple payments or another method.
Payment Extension and Toho Assistance Program
Payment extension
Extension requests give more time to pay. Requests must be submitted no later than 11 days after the bill due date and before 5pm, Monday–Friday.
Extension detailsNot confirmed until emailed
Toho says the payment extension is not confirmed until Toho notifies the customer by email.
Read ruleTAP assistance
TAP prioritizes income-eligible customers facing disconnection, already disconnected, elderly/disabled households, and families with children under 18.
Call COA: 407-846-8532Use this script before your bill becomes past due
Late, Delinquent and Reconnection Rules for 18-Digit Accounts
Late charge
Accounts not paid by the due date are assessed a late charge of $5 or 5% of the past-due amount, whichever is greater.
$50 delinquent fee
Delinquent accounts are assessed a $50 fee and may be subject to interruption of water service.
Reconnection
Balance and fees must be paid in full. Customers must notify Toho at 407-944-5000 after payment for restoration.
Turn off fixtures
Toho notes reconnection will not occur if running water is detected when the meter is turned on.
| Reconnection timing | What Toho says | User action |
|---|---|---|
| Weekday before 2pm | Payment before 2pm can be connected same day with no additional fee. | Pay, save confirmation, call 407-944-5000. |
| Weekday after 2pm to 7pm | Payment after 2pm to 7pm incurs a $25 premium same-day reconnection fee. | Ask if premium same-day reconnection applies. |
| Weekend / holiday | Reconnections on weekends or holidays incur a $25 premium reconnect fee. | Pay before 2pm for same-day weekend/holiday restoration. |
Start, Stop or Move Toho Service
| Task | What you need | Fee / deposit | Action |
|---|---|---|---|
| Start service | Service address, ID for soft credit check, and signed lease if tenant. | $30 initiation fee; residential deposit ranges $0–$200 depending on credit history. | Start service |
| Stop service | Service address and forwarding address. Deposit balances are mailed to forwarding address. | Final balance/credit depends on account. | Stop service |
| Move service | Old and new service address; signed lease if tenant. | $30 initiation fee; current deposit transfers to new account. | Move service |
| Vacation status | Available for 18-digit account-number customers away more than 30 days. | $30 initiation fee when starting service again. | Vacation status |
Current Toho Residential Water and Wastewater Rates
Toho’s rates adjust 7.5% effective October 1, 2025 and annually by 7.5% through fiscal year 2028, then by 4% annually for fiscal years 2029–2030. Water consumption is billed per thousand gallons.
| Bill line | Current residential details | What it means |
|---|---|---|
| Water base, 3/4-inch meter | $7.75 monthly base charge. | Fixed water charge before usage. |
| Water usage tier 1 | First 2,000 gallons: $0.71 per 1,000 gallons. | Lowest residential water tier. |
| Water usage tier 2 | Next 3,000 gallons: $2.49 per 1,000 gallons. | Usage from 2,001–5,000 gallons. |
| Water usage tier 3 | Next 5,000 gallons: $4.48 per 1,000 gallons. | Usage from 5,001–10,000 gallons. |
| Water usage tier 4 | Next 10,000 gallons: $7.14 per 1,000 gallons. | Usage from 10,001–20,000 gallons. |
| Water usage tier 5 | Above 20,000 gallons: $10.75 per 1,000 gallons. | High-use tier, often irrigation or leak driven. |
| Wastewater base, 3/4-inch meter | $19.26 monthly base charge. | Fixed wastewater charge before usage. |
| Wastewater usage | First 2,000 gallons: $2.43 per 1,000; above 2,000 gallons: $8.34 per 1,000. | Separate from water usage tiers. |
Quick Toho Residential Bill Estimator
This calculator uses the current 3/4-inch residential water and wastewater rates listed by Toho. It is only an estimate; your actual bill may include irrigation, reclaimed water, St. Cloud stormwater/garbage for some 8-digit accounts, previous balance, late fees, deposits or adjustments.
This is a planning tool. Use Toho’s official residential calculator and your actual bill for final account-specific numbers.
High Toho Water Bill Checklist
Billing-cycle checks
- Billing cycles can range from 27 to 33 days.
- A previous unpaid balance can make the current bill look higher.
- Some 8-digit accounts include St. Cloud stormwater or garbage charges.
- Rate increases can change water, wastewater and irrigation lines.
Irrigation checks
- Check broken sprinkler heads monthly.
- Look for soft, wet areas in the yard.
- Make sure the timer follows assigned watering days.
- Request Toho’s free irrigation evaluation if needed.
Leak checks
- Turn off all water and watch the meter dial.
- Check running toilets and leaking fixtures.
- Check hoses, pool equipment and outdoor lines.
- Use caution when lifting meter lids; animals may be inside.
High-bill call script
Usage Credit Request: Leaks, Pool Fills or Unexplained High Use
What may qualify
Toho provides a credit adjustment for the highest bill during the high-consumption period for qualifying leaks, pool fills or unexplained high consumption.
Usage threshold
Increased usage must be at least 10,000 gallons more than the highest usage from the past year or twice the average usage from the past year.
What does not qualify
Water softener issues, irrigation timer issues, and forgetting to turn off a hose are listed as not qualifying for adjustment.
Watering Schedule Reminder
18-digit odd addresses
Odd house numbers ending in 1, 3, 5, 7 or 9 water Wednesday and Saturday.
18-digit even addresses
Even house numbers ending in 0, 2, 4, 6 or 8 water Thursday and Sunday.
No 10am–4pm watering
For 18-digit accounts, Toho reminds customers there is no watering between 10am and 4pm.
Toho Office Map and Contact Plan
Main Toho address: 951 Martin Luther King Blvd., Kissimmee, FL 34741. St. Cloud walk-in center for 8/9-digit computer-station payment is listed at 1300 9th Street, Building A, First Floor, St. Cloud, FL 34769. Call before visiting when the account is urgent or disconnected.
Bring
Bill, account number, ID, service address, payment confirmation, lease/closing document if starting service, and leak/repair proof if requesting review.
Call first
Use 407-944-5000 for 18-digit account questions and water/sewer emergencies; use 407-957-7344 for 8/9-digit account support.
Emergency rule
For water leak or sewer issue, call Toho first before calling a plumber so they can help determine if a plumber is needed.
Official Toho Water Links
Toho Water Bill Pay FAQ
How do I pay my Toho water bill online?
First check your account number length. 18-digit accounts use Toho’s Level One online payment system. 8-digit and 9-digit accounts use the InvoiceCloud instructions listed on Toho’s official Ways to Pay page.
What number do I call to pay a Toho bill?
For 18-digit accounts, call 407-944-5000 for the automated payment system. For 8/9-digit accounts, call 407-957-7344 to pay by e-check or debit/credit card.
Where is my Toho account number?
Toho says the account number is located in the top-right corner of the bill. You can also use the official Account Search tool if you cannot find it.
What is the card fee for 18-digit accounts?
For 18-digit accounts, Toho lists eCheck as free, credit/debit card as free when using a registered online payment account, and $1.25 per $100 for debit/credit card one-time payment or phone payment.
What is the card fee for 8/9-digit accounts?
For 8/9-digit accounts, InvoiceCloud card payments are listed with a $3.25 convenience fee per $1,000. Online e-check is listed as no cost.
Can I request a payment extension?
Yes. Toho says extension requests must be submitted no later than 11 days after the bill due date and before 5pm Monday–Friday. The extension is not confirmed until Toho notifies you by email.
Does Toho offer bill assistance?
Yes. The Toho Assistance Program, or TAP, is offered in partnership with the Osceola Council on Aging. It prioritizes income-eligible customers facing disconnection, elderly or disabled households, and families with children under 18.
What happens if my 18-digit account becomes delinquent?
For 18-digit accounts, Toho lists a late charge of $5 or 5% of the past-due amount, whichever is greater. Delinquent accounts are assessed a $50 fee and may be subject to water-service interruption.
Can Toho adjust a high bill after a leak?
Toho’s usage-credit page says qualifying leaks, pool fills or unexplained high consumption may receive a credit adjustment for the highest bill during the high-consumption period, once during a rolling 12-month period.
What should I do for a water leak or sewer issue?
Call Toho at 407-944-5000. Toho says emergencies such as water and sewer line breaks are handled 24/7, and customers should call Toho first before calling a plumber.