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How to use your online account

If you are having problems accessing your online account, we want to help. Some common issues are listed below.

I can't access my account using my e-mail address and password

If you have registered for an account with us, but can't seem to log in, it could be for one of the following reasons:

Social media - You originally registered for an account using Facebook, Google or Microsoft. If this is the case you will need to access your account using this method going forwards.

Verification e-mail - When you originally registered for an account, we would have sent you a verification e-mail. If you didn't activate the link contained in the e-mail within 24 hours it would have timed out. If this is the case, and you have already tried to enter your e-mail address and password on the account log in screen, you will automatically receive another verification e-mail to activate.

Incorrect password - If your password is incorrect you can choose to reset it using the 'forgot password' link on the log in screen.

The system isn't accepting my postcode and/or date of birth

Please ensure that your date of birth is written in the correct format and that your postcode has a space between the first and second sections, e.g. HP17 1AB. If you have checked that all details are correct, and you are still having problems, please contact us for assistance. 

I can't access personalised council tax and/or benefits information

If you have not yet been set up for council tax or benefits you will not be able to access this area of your online account. If you are moving into or within the area you will need to complete a change of address form within your account before you are issued with a reference number. Once you have this number you will be able to view personalised information relating to your account. Please bear in mind that you may need to wait up to 48 hours to view details once you have been set up on the council's revenues and benefits system.

If you have all of the details that you need, including your council tax reference number or benefit claim number, please ensure that you have checked all details carefully. This includes house numbers or postcodes that may have been pre-populated by the system.

Closed accounts - Please note that you will only be able to view accounts that are 'live' on our council tax / benefits system. If your account has been closed down or suspended you will not be able to view the details.

I've been told you have sent me a note or document - where will I find this?

Simply click on the 'Track my requests' tab. Any 'in progress' requests will show on this page. To view completed requests, click on the 'complete' button. 

Click on the form or request itself and you will see three tabs; Steps, Notes and Documents. You can view any tab (and what is contained within it) by clicking on the relevant section.

I'm a landlord but can't access personalised information about my properties

Landlords need to log in to our old e-billing system to access information. We are hoping to provide a service for landlords on our new online account in 2019. You can log in using the link on the left of this page 'Log in to e-billing'.

I've tried everything but can't work out what the problem is!

Please contact us on 0345 129 7777 if you can't access your account and we will talk you through our trouble shooting options and report any faults to our software supplier.