Help with my customer account

A customer account lets you use the same account sign in and password to access a growing number of services.

We’ve chosen this Microsoft product to authenticate and verify your identity because it is a secure and trusted system. 

Setting up 'My Account'

A quick video guide to creating your 'My Account' on Broadland District and South Norfolk Councils'

Registering for an account

Follow the Register link on the website, enter your email address and press the Send verification code button.

This will send a code to your email address. You'll need to enter this code and then click the Verify code button before you can complete the form and create your account.

If the code doesn't arrive, you might need to check your spam or junk email folders.

You’ll also need to choose a password. To protect your information, the password must be 8 to 16 characters long and must include three out of four of the following:

  • lowercase characters (a, b, c)
  • uppercase characters (A, B, C)
  • numbers (0 to 9)
  • one or more of the following symbols: @ # $ % ^ & * - _ + = [ ] { } | \ : ' , ? / ` ~ " ( ) ; .

Register now

Activating your account

After you've created your account, you'll be asked to fill in a form with some personal details, including your phone number and address.

You'll need to confirm that you have read our terms and conditions and let us know if you’d like to receive updates from us about our services before you can start using your account.

Signing in to your account

You can sign in to your customer account using the email address and password you registered with.

If you have problems signing in, check that you are entering your password correctly. It’s case sensitive and needs to be entered exactly as you did when you registered.

If you still can’t sign in, try resetting your password using the Forgot your password? link on the sign in page.

If you try the wrong sign-in details too often you will be locked out of your account. This is only temporary and it’s done to protect your account from unauthorised access. You’ll be able to try again after an hour.

Sign in now

If you have lost or forgotten your password

You can reset your password using the Reset your password? link on the sign in page.

Changing your password or other personal details

You can update your personal information at any time by signing in to your account.

If you want to change your password, sign in to your account with the details you used to register your account and update your password using the Change password button.

Need more help?

If you still have questions about your account, email us at and we’ll help.