Troubleshooting

Users unable to sign in 

If you are experiencing difficulties accessing online portals, we recommend to -

• check you have registered to the online portal as instructed
• make sure you have confirmed your account through the verification email sent following registration, this may go into your junk mail
• doublecheck your email address and password are correct
• ensure that caps lock is not turned on
• reset your password
• use information available on the portal to resolve the issue

Certain actions on the portal are not working

Some actions on the portal may cause pop-ups to occur. If you have blocked pop-ups, it may affect your ability to complete tasks or view information.

When pop-ups are blocked, normally a notification will appear at the top of the window to say a pop-up has been blocked. Clicking on this will give you the option to allow pop-ups for the portal.

We have a guide available to help if you are unsure how to check and disable pop-ups to allow you to access the service.

A form not sending

If you are having problems submitting a form, make sure to - 

• check all required boxes are filled in
• look for any error messages which identifies the issue
• use a different browser or device to check if the issue reoccurs

myAccount

To raise any requests via our online services, you need to create a new myAccount (opens in new window). The process to create an account is quick. All you need is your email address to get started. The benefits of this include -

• all enquiries can be viewed in one place
• track enquiry progress
• get email updates on enquiry progress
• secure and trusted gov.uk website

To change your address on myAccount-

• log into your myAccount
• locate your profile by clicking on your name
• find the personal and address details under 'My profile'
• follow the instructions on the screen to complete the process

To change your email address on myAccount-

• log into your myAccount
• locate your profile by clicking on your name
• choose option 'change your email address'
• follow the instructions on the screen to complete the process

To reset your password on myAccount -

• you can reset your password (opens in new window) through our link