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

myHousing app

If you are having trouble logging into your myHousing app account, it could be because -

• you have not created a new account for the new portal. Your old My Housing Online details will not work on our new portal. Use the link below to find out how to create an account
• you are using the details for one of our other portals such as myAccount. They all need separate accounts. MyAccount is used for other services such as waste and highways

If you are still having trouble signing in, email us at info@hullcc.gov.uk. You need to provide your -

• name
• address
• reference number

More information on how to register for the myHousing app is available.