My Account Support

My Account is the new way to access council services, including ordering a Resident Advantage Card, notifying us of a change of address, registering for Business Rates, applying for a Council Tax exemption or discount, applying for Housing Benefit and providing feedback about the Council. To access these online services you must sign up for My Account.

Additionally, you can view your Council Tax, Business Rates, Housing Benefit claim or Sundry Debt account with the Council through our View my bills and benefits (Open Access) service. You will need to register separately for the View my bills and benefits (Open Access) service.

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How do I register?

Registering for an account is easy, only takes a couple of minutes and all you need to get started is an email address. You must not use temporary email addresses like Dispostable, Yopmail or Mailinator as we only respond to secure email addresses like Outlook, Gmail and Yahoo etc.

1. Go to the My Account sign-up page and complete the fields.

2. You will then be sent an email to activate your My Account.

3. Once activated, you can log in, then immediately register for the available services.

If we have set up your account for you all you need to do is verify your account:

1. Take note of the 4 digit pass code you would have received from a Great Yarmouth Borough Council advisor.

2. You would have received an email with a temporary password, use this password to login for the first time.

3. When you first log in you will be asked for your 4 digit passcode, enter this and then you will be promoted to change your password and create a secret answer and question

Why do I need to register for My Account?

We are asking residents to go online and sign up for My Account. Using our online services will save you time and money, offers greater convenience and allows you to contact us in your own time.

Do I need to live in Great Yarmouth Borough to have a My Account?

No you do not need to live in Great Yarmouth Borough. If you live outside the borough you can still create a My Account to access some of our online services.

What if I don't get an email to activate my online account?

If you do not receive an email to allow you to activate your account, check that the email hasn't gone directly into your 'spam or junk' folder. If not, register to create a My Account again. If this does not work, contact us via My Account Support.

What services are available online?

By registering for My Account you will be able to securely access a wide range of council services including the ability to view your council tax or advise of change in circumstances, and contact us regarding business, food hygiene, housing benefit, planning issues or concerns, refuse and bins and sundry debts. My Account also enables you to provide feedback to the council using our comments or complaints form and FOI request form.

My Account services are constantly being updated and improved.

Can I update or delete transactions or interactions I have started within My Account

Any time you start an action within My Account, such as notifying a change of address, reporting a problem or applying for a housing/council tax reduction, a record will appear under 'My History', which appears at the bottom of the main page of My Account:

MyHistory Displays a larger version of this image in a new browser window
[My History]

You can view the progress of your transactions, notifications or interactions with the Council by checking the status column under My History. Once commenced, transactions appearing under My History cannot be deleted. However, transactions and interactions which have been started or saved can be completed and/or submitted.

The various 'Status' categories for transactions or notification under 'My History' are:

  • Initiated - represents an initiated bulky waste collection or pest control request that was subsequently abandoned. Abandoned transactions cannot be recommenced. You will need to start a new bulky waste collection request or pest control request.
  • Started / Saved - relates to notifications such as a request for a new waste bin, application for a council tax reduction or a planning enforcement issue. Started / Saved transactions can be continued. Simply click on the description appearing under the 'Action' column to return to where you left off when you last saved / exited the notification.
  • Success - completed notifications, such as advising of a change of address.
  • Submitted - completed transactions, such as an application for a Residents Advantage Card.
  • Paid - processed bulky waste collections and pest control requests appear as Paid once booked and paid for.

What can I do if I have forgotten my password or am having trouble logging in

You can reset your password using the reset password option from the login page.

Reset password
Reset password

You will be asked for your email (i.e. the email entered when you registered for My Account).

On entering your email you will be asked to enter the answer to your secret question created when you registered your account. On entering a valid email and answering your security question correctly, click the button which reads 'Email me a temporary password'. A temporary will be emailed to you, usually within 20 minutes (or less). On receipt, click the link and follow the instruction to reset your password to something memorable.

I have forgotten my password and the answer to my secret question

Contact us via My Account Support and we will help you to reset your account.

I no longer have access to the email address I used to create My Account

You can create a new account using a different email address, and register again for the services which you would like to view. You can contact us via My Account Support and provide your old email address so that we can deactivate your old email address for you.

How do I report a problem?

If you experience any problems with the tasks listed here or need help with your online use, please contact us via My Account Support and we will reply to you as soon as possible.

Help and support

If you cannot find the answer you are looking for, contact My Account Support with details of the problem and we will respond to you as soon as we can.

Please provide as much information as possible around the task that you are experiencing problems, for example if you can provide a description of the problem encountered, the task that you are performing and any error message received this will help us diagnose the issue and provide you with a quicker resolution.

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