Help Page


At East Herts, our primary objective is to provide you with a seamless, hassle-free journey from start to finish when you use the My Account platform. We've invested time and resources into ensuring our system is intuitive and responsive to your needs.

However, we acknowledge that even with the best systems, occasional issues may arise. Whether it's a technical glitch, a query about functionality, or feedback on your experience, we're here to support and assist.

Below, we've compiled solutions and responses to some of the most common challenges our users face. We hope that among these, you'll find the resolution you're seeking. And if not, we're always eager to hear from you directly so we can further improve your experience.

Resetting your password


Please check you have used the correct password. In the event you can't remember your password click the "Forgotten your password" link on the login page and enter the email address that you used to set up your online account. You will receive an email asking you to reset your password. Follow the instructions in the email to regain access to your online account.

Alternatively please click on reset password

Please check that you are logging in to the right account, we have several different accounts available on the council website.

Issues with receiving emails updates on your request


If you are expecting an email from us which you have not received it may be because:

  • Check spam or junk folders, sometimes our emails may end up in these folders 

  • You registered your East Herts My Account using another email address

  • The email address you gave us was misspelled, either during form submission or account registration


Please note- Many of our emails come from digital@eastherts.gov.uk 

Accessing your online account


Login:

  • Click the "Login" button located in the top right corner 

Registration:

  • If you don't have an account, click the "Register" button to create on

Upon Successful Login:

  • You can access all online services by selecting the "A-Z Services" tab

  • You can use the search bar to find specific forms

  • Or, choose from "Report", "Request", "Apply", "Book", or "Pay" buttons based on your needs 

View Past Forms:

  • You can see your previously completed forms under "My Requests"

  • You can see any open requests or outstanding tasks also under "My Requests"


Please note- Once submitted, forms cannot be edited

Completing the online form


Before You Begin:

Log in to your account or sign up on the "Before you begin" page. This streamlines the process by auto-filling certain fields for you. You will also be asked to review our data protection statement. This is to ensure you agree that we can use the data you provide for the purpose of the request.

Form Input Methods:

You will be asked to enter information using the following methods:

  • Typing into test boxes

  • Selecting from drop-down lists

  • Clicking on maps

  • Selecting dates/times from a calendar 

This is a vast improvement over our previous online forms.

(*) Mandatory Questions

These are marked with a red asterisk (*). You will not be able to move on without filling out these questions.

You should only navigate through the forms using "next","previous" and "submit" buttons. Sometimes you won't see buttons until you have answered certain questions required for you to move on. 

In most forms we will ask for your address this being your postcode. If our system cannot find your address, this could be for several reasons:

  • Your address is not in East Herts

  • Your address is not yet on our central Local Land and Property Gazetteer (LLPG) database. This is updated regulary so don't worry

  • You have incorrectly entered your post code

Helping you is our top priority, and we hope you have found what you were looking for if not please contact Customer Services