How do I register for 'My Account'?

Click on the ‘Register’ button on the ‘My Account’ page, or anywhere you see ‘Register for an account’ on our website.

How long will it take me to register for 'My Account'?

It takes less than five minutes to set up an account with us. Make sure you have all the information as detailed in 'What do I need to register for 'My Account'?'

What do I need to register for 'My Account'?

• Your full legal name as it would show on an official document e.g. passport or driving licence;
• Your email address. This will be used to send you a link to activate your account and as your account user name;
• Your address (where you are living, usually where you are liable for council tax or registered for the electoral register).

To view any account(s) you have with us, you need to request upgraded access and tell us:

• Your council tax reference number (a ten digit number found on your bill or bank statement if you pay by direct debit) or
• Your housing benefit/council tax support reference number (found on your decision notice)

Can I have upgraded access?

Upgraded access is currently only available to people who are named as liable for council tax, or the claimant or partner of the claimant in receipt of housing benefit/council tax support.

I live in South Somerset, why can’t I see my address?

If the address you are registering with is a new address until our address data base is updated your address will not show and you will not be able to apply for ‘My Account’.

What is a valid password?

A word that is at least 8 characters long and contains:

• One capital letter (ABC)
• One lower case letter (abc)
• One number (0123456789) or symbol (£$*@?#)

What happens if I have forgotten my password?

From the sign in page click on the ‘Forgotten your password?’ link. You will be asked for your sign in email address so that instructions on how to reset your password can be sent to you.

How do I reset my password?

When you are signed into ‘My Account’, click on ‘My details’, select ‘Password reset'. You will be asked for your current password; then asked to set and confirm your new password. To complete the password reset click on the ‘Confirm’ button.

Remember to use your new password the next time you sign in to ‘My Account’.

I’ve registered for 'My Account', what happens next?

You will be sent an email with a link to activate 'My Account'.

If you request upgraded access you will be asked to answer some verification questions. If you answer these questions correctly, you will be asked to set a security question and answer. The next time you sign into ‘My Account’ you will be able to see the account(s) you have with us.

If you fail to answer the verification questions correctly a PIN will be generated and sent through the postal system to your address. This letter can take up to five working days to arrive. You will need to follow the instructions in the letter and once you have entered the PIN your account(s) will be available.

When can I start using 'My Account'?

Once you have activated 'My Account' you will be able to use it right away.

If you request upgraded access to view the account(s) you have with us, but failed to answer the verification question correctly, until you enter the PIN you will receive in the post, you will not be able to see your account(s) information.

Why can’t I have upgraded access?

Basic access to 'My Account' is available to anyone, upgraded access is currently only available to people who are named as liable for council tax, or are the claimant or partner of the claimant and in receipt of housing benefit/council tax support.

How do I request upgraded access?

When you are signed into ‘My Account’ select ‘My council accounts’ and click on ‘Request access to my account(s)’. You will be asked for your council tax account number or you housing benefit/council tax support reference number. You will then be asked to answer some verification questions. If you answer these questions correctly, you will be asked to set a security question and answer. The next time you sign into ‘My Account’ you will be able to see the account(s) you have with us.

If you fail to answer the verification questions correctly a PIN will be generated and sent through the postal system to your address. This letter can take up to five working days to arrive. You will need to follow the instructions in the letter and once you have entered the PIN you will be able to see the account(s) you have with us.

How do I update my telephone number?

When you are signed into 'My Account', click on 'My details', select 'Contact telephone number', change your telephone number and click on 'Confirm'.

How do I change my email address/username?

When you are signed into 'My Account', click on My details'; select email address/username. You will be asked to provide and confirm your new email address, which is used as your account user name. If you have upgraded access you will also be asked to give the answer to your security question. Click on confirm.

Remember to use your new email address the next time you sign in to 'My Account'.

What is a PIN?

A PIN stands for personal identification number. It is a combination of letters and numbers, known only to you that will allow you to access your account information.

Do I need a PIN?

A PIN is only required for upgraded access to ‘My Account’. Currently upgraded access is only available to people who are named as liable for council tax, or is the claimant or partner of the claimant in receipt of housing benefit/council tax support.

Entering a PIN?

Enter the PIN exactly as it shows on your PIN letter. Ensure you use the correct characters, pay particular attention if your PIN includes the following:

• Letter O, o or the number zero 0
• Letter I, i or the number 1

When will I get My PIN?

If you are named as a liable person on the Council Tax account, or the claimant or partner of a claimant in receipt of housing benefit and have failed to answer the verification questions during the activation or upgrading of ‘My Account’, a PIN will be sent through the postal system to your address. This letter can take up to five working days to arrive. You will need to follow the instructions in the letter and once you have entered the PIN your account(s) will be available.

What do I do if my PIN has not arrived?

If you are named as a liable person on the Council Tax account, or the claimant or partner of a claimant in receipt of housing benefit and have failed to answer the verification questions during the activation or upgrading of ‘My Account’ and you have not received your PIN letter after ten days, contact us.

Our 'frequently asked questions' may be able to answer your query. If after reading them, you still need help, complete this form