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 firstname.lastname@example.org
Accessing your online account
Click the "Login" button located in the top right corner
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