Troubleshooting

If you are having problems using our website, try our self help topics below. If your question is not answered here, please contact us using the details at the right of this page.

Forgotten password

If you have forgotten your website account password, select ‘My Account’ at the top right of any page. Select the ‘forgotten password’ link on the login screen and then click on the "I have forgotten my password" option.  Enter your email address and select "next".  You will then be asked to answer the security question which you will have set up on registration or first login and then select "next". Enter and confirm your new password and select "update".  You should now be able to log in using your new password.

Lost account activation email

If you have lost your website account activation email which will have been sent to you when you created your website account you can request that a new email is sent to you. 

To do this you need to select the "my account" link at the top right of any page.  Select the "forgotten password" link and then the "I did not receive my activation email" option.  Enter your email address and select "Request activation email".  A new activation email will now be sent to you.

Link in activation email is not working

If you have received your activation email but the link is not working for you this may be because only part of the link is live.  To activate your account if this happens you need to select the entire link in the email, copy and paste it into your address bar (the address bar is the box at the top of the web page you are viewing which shows the website address) and then hit the enter key.

You will then be taken to the activation page where you can activate your account and log in. 

Unable to find planning applications when searching with the reference number

Planning applications are held in the online planning register, not on our website. From the online planning register you can search for planning applications using a keyword, reference number, post code or first line of an address.

Unable to comment on a planning application

To enable you to comment on a planning application you must have a registered website account.

If you are unable to submit a comment on a planning application, please make sure your personal details are saved within your account.

Login to your website account and check that your title, forename and surname are all showing in the ‘your details box’ along with your address. Complete any missing information and select ‘update’ at the bottom of the box. You should now be able to go back to the online planning register and submit your planning application comments. Unable to amend your account email address

Your email address is used to verify who you are by a number of systems, therefore you cannot change this on your account. If you no longer have access to the email address you have registered with, please re-register with your new email address and then contact webmanager@cornwall.gov.uk and ask for your old account to be deleted. Please note we cannot copy any details from your old account to the new one.