My Account - Frequently asked questions - Pembrokeshire County Council

A personalised dashboard – where you can display your favourite/most used services
More geographical info (for your local area and across the County)
A mobile compatible version of our online services
Easier ways to manage your payments, reports and requests

How do I register?

You can create an account by providing an email address and password

Go to the My Account home page.
Choose ‘Register’.
You will be asked to provide your first name, surname, email address and password.

Remember:

your password must have:

at least 8 characters
at least one symbol e.g. ?!£%
at least one capital letter
at least one number

Agree to the terms of use and click ’Register’.
Complete the registration instruction screens.
You will receive an email with an activation link. For your security, the activation link in the email will expire after 15 minutes. Remember to check your junk and spam folders.
To finish setting up your account click on the activation link.
You will see a screen confirming your email has been confirmed for your account, and you can now log in.

If you have a Google account, you can by-pass the ‘Register’ process and login using your Google Account.

Please note:

When you go through to the confirmation steps in My Account, please check that all your details brought through from your Google account are correct.

Trouble registering?

It could be because…

The password you are trying to set does not meet the security criteria

Passwords must:

Be 8 characters or more long

and include:

upper and lower case letters
at least one number
a special character e.g. *!#

The security link sent to your email may has expired. The link expires after 15 minutes and can only be used once. You will need a new link.
You already have an existing account. You will need to reset your password.

If you are sure, you don’t have an account registered against this email address, please contact us on digital@pembrokeshire.gov.uk

For further help and support please contact: digital@pembrokeshire.gov.uk

Why do you ask for my mobile phone number and email address on registration?

We ask for these details so that when you choose your notification preferences as part of the registration process. By signing up for notifications, it means you can receive a range of alerts and reminders such as Cleddau bridge closures and waste collection reminders

It also means we can provide you with a safe and secure way to access My Account by providing you with a One Time Passcode (OTP). You will use an OTP during your My Account registration or if you are updating your details. It can be sent by text or email.

How do I change my name on My Account?

If you’ve changed your name (for example, because you got married or want to use a previous name), we can help.

To update your name on your council My Account, please email our Contact Centre: digital@pembrokeshire.gov.uk

Please include:

your old name
your new name
the email address you use to log in to My Account

Can I change the name on a My Account?

We’re sorry, but we can’t change the name on a My Account to someone else’s name.

For example, if you shared a My Account (but it was registered in the other person’s name) or your partner had a My Account and you now want to use it in your own name, we can’t update it. This is because each account is linked to one person only.

Instead, you’ll need to:

Delete the existing My Account (if it is no longer being used by the person whose name is on the account)
Register for a new account in your own name

This helps keep everyone’s information safe and correct.

How do I change my address on My Account?

To update your address you will need to:

Log in to My Account
In your My Account dashboard
Click on your profile in the top right-hand corner of the screen
Choose ‘My details’
Choose ‘My contact details’
Click ‘Update contact details’
Enter your new postcode and click ‘Search’
Select your new address and then scroll down and click’ Save address’

How do I delete my account?

Login to MyAccount
Select the person icon / your name in the top right hand corner
Select ‘My details’ from the drop down menu
Select ‘Security options’
Scroll to the bottom of the page and click on the red ‘Delete Account’ button

Logging in to My Account

Why are there different options to log in to My Account?

Our my Account gives you log in options:

Log in with email and password

Go to the My Account home page.
Choose ‘Log in with email’.
Enter your email address and password.
Click ‘Log in’.

Please note:

If you have previously logged in using ‘Log in with Google’ for My Account, it may mean your account is only linked to your Google account log in details.

If you want to set a password to ‘Log in with email’ in future, you will need to set a password.

Trouble logging in with email and password?

It could be because….

You have forgotten the password you set during the registration process. You will need to reset your password.
An account couldn’t be found linked to your email address.

You may need to register for an account.

If you are sure, you already have an account set up with this email address, please contact us on digital@pembrokeshire.gov.uk

For further help and support please contact: digital@pembrokeshire.gov.uk

Log in without a password

We’ll send you a special link to your email.
Click the link, and you’ll be signed in straight away.

This helps keep your account safe, as it stops people being able to guess or steal your password.

You don’t need to remember or reset any passwords.

Please note:

You will need to have an existing My Account to use this option.

If you don’t currently have a My Account: Register for an account

Go to the My Account home page.
Choose ‘Log in without a password’.
Enter your email address.
A link will be sent to your email. The link in the email will expire after 15 minutes. Remember to check your junk and spam folders.
Click the link in your email to be automatically signed in to your account.

Please note:

For your security, the link expires after 15 minutes and can only be used once.

You will need a new link, so you will need to go through the ‘log in without password’ process again.

Trouble logging in without a password?

It could be because…

The security link sent to your email may has expired. The link expires after 15 minutes and can only be used once. You will need a new link, so you will need to go through the ‘log in without password’ process again.

For further help and support please contact: digital@pembrokeshire.gov.uk

Log in with a social password e.g. Google

If you have a Google account, you can by-pass the logging in process for My Account

Go to the My Account home page.
Choose ‘Log in with Google’.
Choose the Google account you want to log in with.
You will be re-directed to your My Account dashboard.

Trouble logging in with Google?

It could be because…

You are trying to ‘Log in with email’ but you have previously only logged in using ‘Log in with Google’ for My Account which means your account may only be linked to your Google account for log in details.

If you want to set a password to ‘Log in with email’ in future, you will need to set a password

Your account is already linked for you to ‘Log in with email’ using your chosen email address, but you have forgotten the password you set. You will need to reset your password.

If you are sure, your account is not linked against this email address, please contact us on digital@pembrokeshire.gov.uk

For further help and support please contact: digital@pembrokeshire.gov.uk

Why am I getting an error message saying that my details are not recognised when I try to log into My Account?

If you set up a My Account before 31 March 2021 you will need to re-register for My Account. Your existing log in details will no longer work on the system.

If you are still having difficulties logging into your account please contact us: digital@pembrokeshire.gov.uk

Why am I getting an error message saying that my email address is already in use when I try to register for My Account?

You may have already started the registration process.

If you have received an email verification email and clicked on the link to verify the email address you should now be able to finish setting up your account and login using ‘Login with email’

If you are still having difficulties logging into your account please contact us: digital@pembrokeshire.gov.uk

Why am I getting an error message saying that my password is not correct?

When entering your password, please be aware that is case sensitive so please double check that you are entering your password correctly (Check that caps lock is not on etc…) if you are still having issues please try ‘reset my password’

If you are still having difficulties logging into your account please contact us: digital@pembrokeshire.gov.uk

Can I use My Account while I’m on holiday?

You might not be able to use My Account or access our website from outside the UK.

To stay on top of your payments, we recommend setting up a Direct Debit or making any payments before you go.

Forgotten password/reset password

Go to the My Account home page.
Choose ‘log in with email’
Choose ‘Forgotten password’
Enter your email address so we can send you a link to reset your password
You will receive an email with the reset password link. For your security, the link is valid for 15 minutes. Please remember to check your junk/spam folders
Setting your password…

Remember:

your password must have:

at least 8 characters
at least one symbol e.g. ?!£%
at least one capital letter
at least one number

Change existing password

You can change your password in your My Account at any time.

Log in to My Account
In your My Account dashboard
Click on your profile in the top right-hand corner of the screen
Choose ‘My details’
Choose ‘Security options’
Click on ‘Change password’
Enter your email address so we can send you a link to reset your password
You will receive an email with the reset password link. For your security, the link is valid for 15 minutes. Please remember to check your junk/spam folders
Setting your password…

Remember:

your password must have:

at least 8 characters
at least one symbol e.g. ?!£%
at least one capital letter
at least one number

Trouble resetting/changing your password?

It could be because…

The password you are trying to set does not meet the security criteria.

Passwords must:

Be 8 characters or more long

and include:

upper and lower case letters
at least one number
a special character e.g. *!#

The security link sent to your email may has expired. The link expires after 15 minutes and can only be used once. You will need a new link, so you will need to go through the forgotten password/change/reset password process again.

For further help and support please contact: digital@pembrokeshire.gov.uk

My Account security

Two-factor authentication (2FA) adds an extra layer of security to your account by asking for a verification code in addition to your password when you sign in.

How to turn on Two-factor authentication (2FA)

Before you get started, you will need to:

Download an authenticator app e.g. Google Authenticator (opens in a new tab) / Microsoft Authenticator (opens in a new tab) (if you haven’t already)

Go to Security options
Read the onscreen instructions togenerate a QR code.
Open your authenticator app
Scan the QR code, or you can enter the long code (a mixture of numbers and letters) provided on screen.
The app will generate a 6-digit code, which you will need to enter on your My Account screen
Click ‘Confirm’
You will be sent an email confirming 2FA has been turned on, on your account. Remember to check your junk and spam folders

How to turn off Two-Factor Authentication (2FA)

Go to Security options
Choose ‘Turn off 2FA’
Confirm that you want to turn off 2FA
You will be sent an email confirming 2FA has been turned off, on your account. Remember to check your junk and spam folders

Setting up and managing notification preferences

How do I set up and manage my notification preferences?

We firstly ask for your mobile number and/or email address as part of the registration process so that when you choose your notification preferences. By signing up for notifications, it means you can receive a range of alerts and reminders such as Cleddau bridge closures and waste collection reminders.

You will be asked to set up your notification preferences as part of your initial registration process for My Account.

Remember: if you want to receive notifications – you will need to make sure you provide a mobile number and/or email address when asked on the registration screens.

If you have already set up your My Account and would like to change your notification preferences…

Navigate to the top right hand corner of the My Account home page and click on your name
Go to ‘My Details’
Go to ‘My Notification Preferences’
Choose which notifications you want/don’t want by using the toggle button next to each option. You will know if your notification option is currently active as the button next to it will be green with a tick

Managing your Council Tax on My Account

I have tried to register my Council Tax account using the account/payment reference on my paper council tax bill, why is it not working?

Here are a few things you can try:

Check that you are using the correct reference number on your paper council tax bill. You need to use the number that says: Account/payment reference no. You will need to enter the first seven digits of this number
Check that your address is correct by clicking on your account (top right hand corner of the menu bar) and going to ‘My Details’ then ‘My Contact Details’ and then selecting ‘Update contact details’. Use the postcode search to find your address – select your address from the dropdown menu and ‘Save Contact Details’.

If neither of these options work please contact us: digital@pembrokeshire.gov.uk

What is the easiest way to link my Council Tax account to My Account?

Using the ‘My Council Tax’ widget (widgets are a quick way to access information you may need) is the easiest way to link your Council Tax account.

Please note: Your My Council Tax widget is displayed by default on the My Account homepage

You will need your Account/payment reference no, which you can find on your paper council tax bill.

Enter the first seven digits of your Account/payment reference no. and click ‘ Submit’

It is that easy!

I’ve moved house and I need to update my council tax account reference number on ‘My Account’ what should I do?

You can find your new Council Tax account reference number on the council tax bill for your new address.

To update your council tax account reference number you will need to:

Remove your old council tax reference number
Update your address in My Account
Update your address in your Council Tax account
Add your new Council Tax reference number to My Account

Detailed step by step instructions to complete each task:

Step one: removing your old council tax reference number

Log in to My Account
In your My Account dashboard
Click on your profile in the top right-hand corner of the screen
Choose ‘My details’
Choose ‘My references’
You will see the reference numbers you currently have linked to your account
Underneath your Council Tax account reference details click ‘Remove reference’

Step two: Update your address in My Account

From the ‘My references’ area click ‘Back to menu’
Choose ‘My contact details’
Click ‘Update contact details’
Enter your new postcode and click ‘Search’
Select your new address and then scroll down and click’ Save address’

Step three: Update your address in your Council Tax account

Go to ‘Manage my Council Tax account’
Select ‘Tell us if you are moving’ from the menu
Select the appropriate option from the menu and complete the form to update your address

Step four: Update your council tax reference on your ‘My Account dashboard’

From the ‘My contact details’ area click ‘back to menu’
On your dashboard you will see a tile labelled ‘My Council Tax’
Inside the tile you will be asked to ‘enter the first 7 digits of your Council Tax Account/payment reference.’

Remember: enter your new Council Tax reference number for your new address

Click ‘Submit’

Can I pay my Council Tax while I’m abroad?

Yes — but it’s best to set up a Direct Debit before you travel.

You might not be able to access My Account or our website from outside the UK, so setting up a Direct Debit helps make sure your payments are made on time.

If that’s not possible, don’t worry — there are other ways to pay while you’re abroad:

24/7 automated phone system - +44 1437775164
Customer Contact Centre - +44 1437764551 (Monday to Friday 9am-5pm)

How do I set up a Direct Debit to pay my Council Tax?

Paying by Direct Debit is the easiest and safest way to pay your council tax.

Set up or change your Council Tax Direct Debit

I have a second home in Pembrokeshire, how do I view my Council Tax information?

If your primary residence is in Pembrokeshire:

Register for My Account using your primary address
Enter the Account/payment reference no displayed on your paper Council Tax bill for your primary address onthe ‘My Council Tax’ widget displayed on the My Account home page
Click the button ‘Manage Council Tax Account’ on the widget
Click the link at the top of the page ‘Register for additional Council Tax services’
Follow the registration steps and once complete click the ‘Show All’ button to view all active council tax accounts that you are responsible for.

If you live outside Pembrokeshire:

Register for a new My Account using your primary (non-Pembrokeshire) address
Click on the menu option ‘Council Tax and Bills’
Click on the sub menu option: ‘Manage my Council Tax’
Click on the ‘View Council Tax Account’ tile/button
Click the link at the top of the page ‘Register for additional Council Tax services’
Follow the registration steps and once complete click the ‘Show All’ button to view all active council tax accounts that you are responsible for.

Opt in for paperless billing

How do I opt in for paperless Council Tax billing?

Choosing to receive your Council Tax bill through ‘My Account' saves you time, helps us save on postal/print costs and reduces the impact on the environment.

Please note: You will need your Account/payment reference no, which you can find on your paper council tax bill.

Cashless Catering

How do I set up Cashless Catering?

On the Cashless Catering widget (widgets are a quick way to access information you may need) enter your child’s cashless catering account number and date of birth.

Please note: Your cashless catering widget is displayed by default on the My Account homepage

If you are not able to locate your Cashless Catering reference/s please get in touch with us: cashless.catering@pembrokeshire.gov.uk

Notifications

Who will the email come from?

Emails will be sent from noreply@pembrokeshire.gov.uk so please make sure this is added to your safe list

Can I reply to these emails?

No, replies to this email address will not be picked up. If you need to email us please use the main email address enquiries@pembrokeshire.gov.uk

Can I opt out of receiving notifications?

Yes, simply log into My Account, click on ‘My Services’ and select ‘My Notification Preferences’. Then turn off the notifications you no longer wish to receive.

Will I get charged to receive text messages?

No, the service is completely free for our customers to receive messages although the initial text you send to 'Notify' will be charged at your standard network rate.

Who will the text message come from?

The text message will come from PembsCC.

Can I respond to the text?

No, unfortunately we cannot accept replies to text messages sent from PembsCC.

What else will you use my details for?

Nothing! We will only use your email address and/or mobile number to send you the notifications you have requested. We never pass on your details to anyone else.

Why am I receiving texts about my housing repairs report?

As part of our service improvements, we want to make sure we keep you informed every step of the way. By sending you a text we can let you know

That your report has been received
Your reference number
The time and date we or one of our contractors will call at the property

We will also send you a reminder the day before your appointment to remind you that we will be calling, and a feedback form once the job is completed so you can tell us how we did

Further support

For further help and support with your My Account or to provide us with some feedback please contact: digital@pembrokeshire.gov.uk

If you have any technical issues while using My Account please use the ‘report a bug’ form

ID: 150, revised 26/02/2026