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My Account - Frequently asked questions

Find useful information about My Account, including how to create an account, and how to view personalised information

Why create an account?

My Account provides a safe and convenient way to access council services.

It allows you to:

  • get answers to your frequently asked questions
  • view personalised information on your Council Tax account or benefit claim
  • submit online requests or reports to us, and track their progress
  • access our services 24/7

What do I need to create an account?

You'll need an email address.

If you don't have an email address this BBC webwise guide explains what an email address is, and will help you set up an account.  

Once you've set up your email account, you'll be able to create and activate your My Account service.

How do I create an account?

Creating an account is easy and takes a couple of minutes. All you need is an email address and to follow these simple steps:

  • click on 'Register'
  • enter your personal details
  • click 'Submit'
  • you'll receive an email to activate your account – click the link in the email
  • your account is now activated
  • login using your email address and your newly created password

Alternatively, you could use an existing social media account such as Facebook or Google to authenticate yourself (we will not have access to any of your personal information).

If you're a resident of the Borough Council of King’s Lynn and West Norfolk, you'll need your Council Tax account number (shown on your bill), or your Housing Benefit/Council Tax Support claim reference, to view personalised information. Just click on ‘Register’ and complete the required information.

For Council Tax

  • click on the Council Tax option in ‘Get answers fast’
  • enter your surname
  • enter your account number (this can be found on your bill)
  • enter your house number
  • enter your postcode
  • click on ‘Register’

You’ve now registered!

If you wish to view more than one Council Tax account, select the 'Need to view another account?' button. Here you'll be able to register further accounts, and choose the account you wish to view. 

For Benefits

  • click on the Benefits option in ‘Get answers fast’
  • enter your surname
  • enter your house number
  • enter your postcode
  • enter your claim reference (the 7 digit number on any benefit letters)
  • enter your National Insurance number
  • click on ‘Register’

Do I need to live within the borough to have My Account?

No, you don't have to live in the area. If you live outside the borough you can still create a My Account. This may be useful if you own another property in our area.

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

If you don't receive an email to allow you to activate your account, check that the email hasn't gone directly into your 'junk' or 'spam' folder. If not, click on 'sign in' and enter the email address and password used to register. You'll get an error message, however this will prompt another activation email to be sent. If you do not receive the activation email then please contact us.

I am having trouble logging in to My Account

To log in you will need to use the email address and password that you entered when you created your account.

The first time you log in, you must activate your account by clicking on the link in the email that we sent you when you first created your account.

I can’t register my benefit claim on My Account

A benefit claim has to be in payment to be able to be registered. If you have applied for Housing Benefit or Council Tax Support through My Account then you can track progress on your claim through ‘track my requests’. You'll receive a confirmation email when your claim has been assessed.

I can’t register my Council Tax account on My Account

Your Council Tax account needs to be live and open for you to be able to register. For security purposes, you are unable to register an account which has been closed. If you have recently moved and used the form in your My Account then you can view the progress in ‘track my requests’.

I have forgotten My Account password

Go to the login screen of My Account  and click on ‘Forgot Password’. You'll receive an email from accountservice@onevault.net containing a link to change your password.

Can I set up an account on behalf of a relative/friend that I support and help?

Yes you can with their permission. In order to link their accounts you'll need to have their Council Tax account number or benefit claim reference. Please note, we'll be unable to supply that information to you without written confirmation.

Using your personal information

Any personal information you give us is held securely and will be used only for council purposes. Information collected for one purpose may be used for another purpose by the council unless there are legal restrictions preventing this. Using your information in this way helps us to deliver more efficient services that can be tailored to your needs and preferences. We will not share your information with third parties for commercial or marketing purposes.

We may share your personal information with other agencies (for example law enforcement agencies) where the law requires us to or where it is appropriate to support our duty to protect public funds and/or detect and prevent fraud.

You can find out more on our privacy policy page