Council Tax Account online

This page helps you resolve common problems when using Citizen Access, our online Council Tax account.

Before contacting Customer Services, please check the sections below. Most issues can be fixed quickly by following these steps.

Problems registering for an account

Your details are not accepted

When registering, you must:

• Enter your full name exactly as it appears on your Council Tax bill
• Complete only two identity checks, using information we already hold on your account

If the details you enter do not match our records exactly, registration will not work.

Please also ensure that your username and password meet the required rules before submitting the form.

You did not receive your activation email

If you are registering for the first time and did not receive an activation email:

• Check your junk or spam folder
• Search your inbox for emails from Citizen Access

If the email is not there, refer to the Email delivery issues section below.

Problems signing in

Username or password not working

If you cannot sign in:

• Select ‘Forgotten username’ or ‘Forgotten password’
• Follow the on‑screen instructions to reset your details

You did not receive the security (Generate code) email

When signing in, we send a security code to your email address.

If you have not received it, please follow the steps below.

Email delivery issues (Generate code or forgotten username/password)

Our service provider has confirmed that emails are being sent successfully.

However, some users particularly those using Hotmail or Outlook email addresses may experience delivery issues because of their email settings.

Please complete the steps below. Most problems are resolved quickly.

Step 1: Check your spam or junk folder

• Automated emails can sometimes be marked as spam
• Check these folders carefully and search your inbox for the email

Step 2: Check email rules or filters

• Your email account may have rules that move or block certain emails
• Check your email settings to ensure Citizen Access emails are not being redirected or blocked

Step 3: Review security settings or firewalls

Some email providers use additional security or firewall settings that can block automated emails

Step 4: Check your inbox storage

• If your inbox is full, new emails may not be delivered
• Delete or archive old emails if needed

Step 5: Add Citizen Access to your safe senders list

Add the sender email address to your contacts or safe senders list to help future emails arrive in your inbox

Step 6: Check Microsoft contact preferences (Outlook/Hotmail users)

If you use a Microsoft email account:

• Go to Settings
• Select Security info
• Click Change
• Enter your phone number
• Select Next

Step 7: Request a new Generate code

Once you have completed the steps above, request a new Generate code and check your inbox again.

New build properties

If you have recently moved into a new build property, your home may not yet be banded for Council Tax.

If your property has not been banded, you will not be able to register for Citizen Access Online until this process is complete.

Switching off paperless billing (eBilling)

To stop paperless billing:

• Go to My account details
• Select the Account information tab
• Select Update information
• When asked “Would you like paperless billing?”, choose No

Deleting your Citizen Access account

Citizen Access accounts cannot be deleted online.

To request deletion, please contact Customer Services on 01474 337000.

Still need help?

If you have checked the guidance above and still need assistance, please contact Customer Services.

When completing the Contact Us online form, select ‘Council tax and benefits’ and then select 'No' when asked if you have found what you are looking for. You will be asked to provide as much detail as possible including:

• Your full name
• The address of the property
• Your Council Tax account number
• Details of the issue you are experiencing
• Screenshots of any error messages, where possible