My Account - Frequently asked questions

What is My Account?

My Account is our online council account. It is our platform for all of our online services.

It is:

  • Easy to use
  • Mobile friendly
  • Safe and secure
  • Able to offer a wide range of services that can be accessed online such as:
    • making payments
    • reporting problems
    • Signing up to notifications e.g. bin day, school closures and bridge closures
    • Checking local planning applications

 

Registering for My Account

Logging in to My Account

My Account security

Setting up and managing notification preferences

Managing your Council Tax on My Account

Opt in for paperless billing

Cashless Catering

Notifications

Further support

 

Registering for My Account

Why should I register?

By registering, you can start your brand new online journey with us. You will have access to:

  • 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 either create an account by choosing ‘Register’ and providing an email address and password

or

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

*when you go through to the confirmation steps in My Account please check that all of your details are correctly brought through from your Google Account.

Here is our handy video guide: My Account - How to register

 

Why won’t My Account accept the password I am trying to set when I register?

Double check that you have supplied a password that meets 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. *!#

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.

 

Logging in to My Account

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

Our my Account gives you two log in options:

If you registered for My Account using an email address to manage your account, you will need to use the ‘Log in with email’ option

If you registered for My Account using a google account to manage your account, you will need to use ‘Log in with Google’



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

 

My Account Security

One Time Passcode (what is it?)

Using a One Time Passcode (OTP) makes sure your information is secure online. This is especially important if you are using My Account in public places or on mobile devices.

This security feature generates a random numeric code. 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.

Once the code has been sent, it will remain active for 10 minutes. If the code is not entered during this time a new code will be required (this ensures the security of your account), you can request a new code to be sent using the "Get a new code" button

 

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…

  1. Navigate to the top right hand corner of the My Account home page and click on your name
  2. Go to ‘My Details’
  3. Go to ‘My Notification Preferences’
  4. 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:

  1. 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
  2. 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.

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

It is that easy! 

 

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

Here is a quick guide to help you set up a Direct Debit to pay your Council Tax

You can:

Set up your Direct Debit using the ‘My Council Tax’ widget (widgets are a quick way to access information you may need)

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

 

If your ‘My Council Tax’ widget is not already set up:

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

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

 

Then follow these steps…

 

If your ‘My Council Tax’ widget is already set up:

  1. Click on ‘Manage Council Tax account’
  2. Click on 'Pay by Direct Debit'
  3. Click on 'View Direct Debit Services'
  4. Choose 'Set up a new Direct Debit'
  5. Now complete the form – You will need your Account/payment reference no, which you can find on your paper council tax bill.

 

Or

you can set up your Council Tax Direct Debit using the left hand menu:

 

  1. Go to the menu on the left hand side and click on 'Council Tax & Bills'
  2. Then select 'Manage My Council Tax'
  3. Choose 'Set up or amend a Council Tax Direct Debit'
  4. Click on 'Pay by Direct Debit'
  5. Click on 'View Direct Debit Services'
  6. Choose 'Set up a new Direct Debit'
  7. Now complete the form – You will need your Account/payment reference no, which you can find on your paper council tax bill.

 

 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.

 

Here’s our handy ‘Sign up to e-billing’ video to guide you through:

Sign up for e-billing video (opens in a new tab)

 

Or you can follow our written instructions:

 

If you are not registered for a My Account

You can either create an account by choosing ‘Register’ and providing an email address and password

or

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

*when you go through to the confirmation steps in My Account please check that all of your details are correctly brought through from your Google Account.

Here is our handy video guide: My Account - How to register

 

If you already have a My Account

Use the ‘My Council Tax’ widget. Widgets are a quick way to access information you may need. It is displayed by default on the My Account homepage

If your ‘My Council Tax’ widget is not already set up:

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

Then follow these steps…

 

If your ‘My Council Tax’ widget is already set up:

  1. Go to‘Manage Council Tax account’
  2. Go to ‘Register to use additional Council Tax Services’ (Your name must match the name used on your Council Tax bill)

or

 ‘Switch to paperless billing here’

 You will be asked for:

  • First name:
  • Last name:
  • Your Account/payment reference no (found on your paper Council Tax bill)
  • If you want to sign up for a Citizens access acount
  • Email address
  • Set up one security question if you don’t want to set up a Citizens Access account
    • Current postcode
  • Set up two security questions if you want to set up a Citizens Access account
    • Your My Account online ref (found on your paper Council Tax bill)
    • Current postcode
  • Accept terms and conditions and then ‘submit’

 

Do you want to set up an account to manage your Council Tax online (also known as a Citizen’s Access Account)?

You will only be able to view your bills and switch to paperless if you sign up for an account.

 

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

If your primary residence is in Pembrokeshire:

  1. Register for My Account using your primary address
  2. 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
  3. Click the button ‘Manage Council Tax Account’ on the widget
  4. Click the link at the top of the page ‘Register for additional Council Tax services’
  5. 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:

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



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 12/04/2024