Troubleshooting

If you are struggling to login or register please see our frequently asked questions.

The password reset link email may go into your junk/spam folder so please check this folder if you do not receive the email within 15 minutes.  If you have checked your junk and cannot see your e-mail it may help to know that to receive the email link you need to have entered your user name and security answer in exactly the same format as when you set them up.  If the details are not entered correctly, no e-mail can be issued as the system cannot match what you have entered to the details held for you.  HINT: Check that you are using the right format - eg did you use a capital letter at the start of your security answer or your user name?   If you cannot remember your security answer you can use our contact form problem with self-service form to request a reminder.
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Please use our contact form problem with self-service form quoting your user name or e-mail address linked to your account, we can unlock your account for you.
If the error message says “Sorry your sign in has not been activated yet, an email should have been sent to you in which you need to select a link to activate your sign in” this means the final part of your self service sign up has not been completed. The final step is to activate your account by verifying your e-mail address.  An e-mail is sent to you from Apps Team Do Not Reply which includes a link to verify your e-mail address.  The email may go into your junk/spam folder so please check this folder if you do not receive the email within 15 minutes.  The e-mail is valid for 24 hours, so if you have not verified your e-mail and completed your registration within this period, please contact us using our problem with self-service contact form letting us know the e-mail address that you’ve used to register your account and requesting a new activation link.
You can create an online account before you receive your bill, but because you need a council tax reference to view your account details, you will need to wait until you have your paper bill before you can link your self service account to your council tax details.  You can still report that you’ve moved into the area, make a payment, or apply to pay by direct debit using your online account in the meantime.
When you add the council tax reference to your account, you have the option to “access now” or “ Enter PIN”. Please choose option “access now”. The only reason you will only need to use the “enter PIN” option if you are unable to answer the validation questions presented using the “access now” option. If this is the case you are presented with the option send me a PIN. The PIN letter is then sent to your registered postal address so that you can continue with your sign up.

If none of these help please use our Problems with self-service form to let us know so we can help you.