My account - help and support

Find answers to frequently asked questions relating to the 'my account' section of the website.

Registering for an account

Creating an account makes it easier for you to request services, as the details you provide during the registration process will be pre-filled on any forms we ask you to complete.

By creating an account, you will also automatically receive progress updates in relation to your requests.

We are currently working on a new feature that will allow you to view details of any requests you have previously raised using your account, along with any updates.

Please note, certain services will only be available once you have logged in, as this allows us to ensure the service is appropriate to your individual circumstances and needs. 

Some services will be available without creating an account. However, registering for an account provides many benefits. 

Having an email address allows you to connect to many people and organisations (not just us), and is quicker and cheaper than sending traditional mail.

Anybody can create an email account / address and there are a number of free email providers available (Google, Hotmail and Yahoo).

Further information along with a video showing you how to set up an email account/address is available here.

Once you have an email account you can use your new email address to create an account with us.

The email can sometimes take a few minutes to come through so please wait a short while to see if it arrives.

If it has been some time since you submitted the request to create an account, please check your spam folder in your email account to make sure it has not been accidentally marked as spam.

To check your spam folder, log in to your email account - a link to your spam folder should be displayed in the left-hand side menu. The email will have been sent from "" with the following subject:Account details for [your name] North Yorkshire County Council "My account".

You can register for an account by completing our simple online registration form. You will need to provide us with some basic personal information such as your name, date of birth, address and email address.

You will then be sent an email which will include further instructions to allow you to access your account.

Register for an account

You are required to enter your postcode and select your address when attempting to register for an account. If you have recently moved into a new build property, your address may not appear for up to 12 weeks from the day you moved in. If this applies to you, please re-try after this period has elapsed.

If your postcode is marked invalid or your address is not listed for any other reason, you should complete our online support form.  If your request or application is urgent, please contact us on 01609 780 780.

Logging into your account

Your password can be reset by clicking on the link in the 'forgotten your password?' section on the login page.

You will be asked to enter the email address you used to register your account. You will then be sent an email which will include further instructions to allow you to reset your password.

Please make sure you register for an account before attempting to sign in. When you register, you will be sent a verification email. You will need to click on the link in this email to complete your account registration. You will then be asked to create a password to access your account.

When you attempt to sign in, you must enter the email address registered to your account along with the password for your account (not your email account password).

If you have previously registered, please attempt to reset your password. If you unsure if you already have an account, please attempt to reset your password. If you are unable to reset your password you should register again.

If you continue to experience problems signing in to your account, see the additional support section below.

You can only have one account per email address. If you share an email address with someone else, you will need to create a new email address. Once the new email address has been created, you can create an account with us.

Email news and updates from the county council

Information on signing up and unsubscribing from email news and updates from the county council.

We send our email news and updates at least monthly, with our main newsletter going out at the start of each month. If you signed up later in the month, you may have missed our mailout, and should receive the next one when we send it.

If a month has passed and you still haven't received an update, please check your 'spam' folder to check that the e-mail news and updates that we send aren't going there. If they are going into your 'spam' folder, you can usually mark the email as safe, so that our next emails go directly to your inbox.


Adding photos and documents

1. Find a camera

  • Ask someone else to take your photo.
  • They can use any device that takes digital photos, including a phone, digital camera or tablet.
  • It's best to use the auto settings.

2. Find a plain background

  • A light grey or cream wall works best. Check there are no objects behind you.

3. Get the lighting right

  • It's best to use natural daylight, for example facing a window.
  • If it isn't daylight, use a ceiling light or a lamp.
  • You'll need to be in the light but not directly under it.

4. Get in a good position

  • To avoid shadows, be around 50 centimetres (1.5 feet) away from your plain background. The person taking your photo needs to be 1.5 metres (5 feet) away from you.

5. Make sure the photo

  • has a plain, light background;
  • includes your shoulders; and
  • clearly shows your face;

If you've used another device such as a smartphone to take the photo, you'll have to transfer the photo to the device you've used to apply, as a laptop. You can do this by:

  • emailing it to yourself;
  • Bluetooth®; or
  • attaching a cable between the two devices.

1. What you'll need

  • The best way to get a paper document onto a device, as a digital file, is to take a photo of it.
  • Find a camera. You can use anything that has a digital camera on it. For example, a mobile phone, tablet or digital camera.

2. Prepare the document

  • Make sure it's flat. You may need to unfold it.

3. Taking the photo

  • Place your document on a flat surface.
  • Hold the camera 30 centimetres (1 foot) directly above the document.
  • Make sure you take a photo of the whole page.

4. Check the photo

Ensure you can:

  • see the whole page and everything is in focus; and
  • read everything on the page

5. Uploading the photo

If you've taken the photo on the same device you've used for this application, you can return to your application and upload it.

If you've used another device such as a smartphone to take the photo, you'll have to transfer the photo to the device you've used to apply, as a laptop.

You can do this by:

  • emailing it to yourself;
  • Bluetooth®; or
  • attaching a cable between the two devices.


You will need to log into your account in order to update your details. Once logged in there will be a link / option allowing you to update your details.


To change your email address, follow these steps:

  1. Log in to your account using your old email address and password.
  2. In the 'Your details' section, select the 'Change email' link.
  3. Enter your existing password and new email address.
  4. Click the save button.


A verification email will be sent to your new email address. You will need to click on the link in this email to confirm the change of email address. You should also receive a message in your old email account confirming that we've registered the change to your account.

It is not possible to use your own account to apply for services for someone else. If you are assisting someone else, you will need to help them create an account in their own name. Please do not attempt to change the details of your account to someone else’s, as it is not possible to update all your details online.

Where can I get additional support?

If you are still having problems, you can request additional help via our online form.

Please ensure you have read the frequently asked questions before submitting a request for additional support.

Request additional support