How to solve common issues

Please read our information on how we are supporting residents and businesses, as well as information on affected services.


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 on this page.

Logging in to your website account

Forgotten password

Step by step instructions if you have forgotten your password

Lost account activation email

If you have lost your website account activation email you can request that a new email is sent to you. 

  1. Select the "sign in" link at the top right of any page. 
  2. Select the "forgotten password" link
  3. Then the "I did not receive my activation email" option.  
  4. Enter your email address
  5. 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 your email provider blocks links within emails.

To activate your account if this happens you need to:

  • highlight 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)
  • then hit the enter key

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

If you are using outlook for emails this is a known issue.

Read the article telling you how to change the setting

Planning applications

Unable to login to your planning application

Planning applications are created on the Planning Portal not the Cornwall Council website.

Go to the Planning portal website

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
  • first line of an address

Unable to comment on a planning application

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

Register an account

If you already have a registered account

Login to your website account

  • 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.
  • Scroll down your account page until you see 'Planning information'
  • Click on new search

You should now be able to go back to the online planning register and submit your planning application comments.

Unable to change your address on the planning register

First you will need to login to your account on the Cornwall Council website rather than the online planning register.

Login to your account

Once logged into your account on the Cornwall Council website you can amend your personal details from you account page.

Notifications for planning applications

If you have an account registered

To set this up, please follow the process below:

  • First Log in to your Website Account 
  • from your account page scroll down to 'planning information' and click “new search”
  • Search for applications in the area you are interested in
  • When the search results come back, click on the "save search" button 
  • You will then be asked whether you would like to be notified via email about new search results. Click “yes”

If you do not have a registered account

  • First you will need to register for an account
  • then Login to view your account page
  • from your account page scroll down to 'planning information' and click “new search”
  • Search for applications in the area you are interested in
  • When the search results come back, click on the "save search" button 
  • You will then be asked whether you would like to be notified via email about new search results. Click “yes”

You can receive various alerts for lots of areas, all you need to do is set up a new search area for each one.

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.  Please 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.

My address is missing from the search

To report a missing address or amend one please use our reporting form

Report a missing address

I cannot find a telephone number

As you are already on our website looking for information we try to provide the information for you on our web pages.

Contact details for services are available at the bottom of their information pages. We cannot offer a telephone number until we know which service you need to speak to.

Please first look for the answer to your question within the subject area. 

You can use the search or menu to find the topic you are looking for. 

For example;

If you wanted to sign up for a garden waste collection;

  • search for garden waste using the search at the top of every page, or click on 'menu' and navigate to 'Rubbish, recycling and waste' and follow the 'Garden Waste Collection' link.
  • read the information on the page which tells you all about the subscription and how to apply. If something isnt clear or you have a question, please scroll to the bottom of the page to view the contact details.
  • the contact section usually contains a link to contact form for the service, an email address and where possible a telephone number

You wouldnt find the telephone number on the main 'Rubbish, recycling and waste' page as there are different teams within the waste service.

If there are good online options there will not be a telephone number provided, but for most services numbers are included.

If you are looking to contact the Council tax team please go to their contact page. Online forms ensure the team have all the information they need to contact you about your query.

Council tax contact

Cannot login to School Messenger

If you are having issues logging into school messenger please email schoolmessenger@cornwall.gov.uk 

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