My Account frequently asked questions (FAQs)
If you are having problems accessing My Account, you may find the solution below:
Try entering your details again or checking your spam or junk folder.
You must use the email and password you used to create the account.
Make sure you have activated the account by clicking on the link in the email you were sent when you signed up.
You can reset your My Account password from the login screen or by clicking reset your password. You will need to access the email address used to setup the account to do this.
You will need to create a new My Account with a new email address. Follow this link to create a new My Account.
You can change your registered email address by logging into My Account and then clicking on your name at the top of the screen then selecting “Change Email” from the drop down.
When registering to see details of your council tax account you will be asked to enter a reference number and answer a number of security questions. These details must match the information on your latest council tax bill.
Please make sure you have your most recent council tax bill with you. If you are unable to locate this, please email firstname.lastname@example.org.
Also if you pay by direct debit, your council tax reference number is on your bank statement alongside the payment.
Payments need to be processed and will be allocated to your account within one working day. Please bear this in mind when viewing the balance on My Account. It can take up to five working days for balances to be debited from your bank account.
It will not be possible to view your account details without knowing your reference number. If you receive benefits it will not be possible to view your benefit records without knowing your reference number or certain details personal to you like your National Insurance number.
Click “Can’t find address” and free type your address in the boxes.
If any of your details are incorrect, you can change your details within My Account. Click on "Welcome to My Account" and select “My Profile” from the drop down.
If any of your details are incorrect on your bill, please email email@example.com stating your council tax reference number and what changes are required.
None of the fields are case sensitive. You can use lower or upper case.
The system times out after 15 minutes of inactivity.
My Account will occasionally be unavailable while we back up our data. We will post a message on the site to let you know how long it will be unavailable.
If you are struggling to use My Account due to an accessibility issue such as a visual impairment, please contact firstname.lastname@example.org or call 01656 643643
You’ll get your bill faster online. As well as not waiting for it in the post, you can even view old bills on My Account, which makes it easier for you to organise your records. Avoiding a paper bill is much better for the environment too.