myaccount Help

My myaccount is locked.

If you have entered an incorrect password for three consecutive times your account will be locked for 30 minutes. After 30 minutes your account is automatically unlocked and you can start using it again.

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I am not able to change my myaccount password.

Please ensure caps lock is off while entering the password. Please ensure that the new password is created following this rule:-
  • Password should have a minimum of eight characters
  • Password should have at least one lower case letter (a-z)
  • Password should have at least one number (0-9)
  • Password should have at least one special character out of these acceptable characters @ $ & * ~ { } [ ] ( ) , ^ _ £ or space

A password may contain a space but this cannot be at the start or the end.
Please do not use any other special characters not included on this list, for example, ! " or +. Please make sure you don't accidentally leave a space at the beginning, or end of the password.

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I am having issues entering the one time use password.

When you register for a myaccount, you will receive an e-mail containing a one time use password which you will need in order to create your own password for future use. The easiest way to enter the one time use password is to use the "copy and paste" function on your computer/tablet/laptop/smartphone.

If you are unsure how to "copy and paste" text, please go to To know how to "copy and paste" text, please go to http://www.wikihow.com/Copy-and-Paste which will show you how to do it in easy steps - including tips on how to copy and paste using iOS devices (eg. ipad), or mobile devices including smartphones.

If you decide to type the password rather than use the copy and paste function, please make sure you don't accidentally leave a space at the beginning, or at the end of the password as this will cause the process to fail.

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I did not receive the myaccount activation e-mail.

Please check the SPAM folder of your registered email address. If it is not there, re-register using the same account details and we will send you the activation link.

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I have forgotten my username.

If you forget your username, click on the sign in button from the myaccount For Sign in to myaccount, please go to home page and select the option for 'Forgot Username'. You will be asked to supply further information and if this does not assist please scroll to the bottom of this page to raise a support request.

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I am a MDMW user and I have forgotten my username.

Please click on the sign in button from the myaccount For Sign in to myaccount, please go to home page and select the option for 'Forgot Username' to retrieve your forgotten username.

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I have been unable to register for a myaccount.

If you have tried to register for your own myaccount, and have encountered issues eg. it says you've already registered for a myaccount when you haven't, or the system isn't accepting the information you've entered, please scroll to the bottom of this page to raise a support request.

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I have not been able to find my address using the post code search.

Myaccount holds the address details for almost every Scottish address. However there could be few exceptions. Please add your address manually and when it is validated, it will be available in future myaccount updates.

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I have not been able to register using my National Entitlement Card (NEC).

We periodically receive updates for NECs from the Card Management System. If your card has been issued recently, you can still register for a myaccount. When you're registering for a myaccount using your NEC, please make sure you enter the postcode your most recent NEC was delivered to. You may have 2 numbers on the front of your NEC. Please quote the 16 digit number directly under your name on the front of the card. It looks like this: 6337 1234 5678 1234. Enter your card number with no spaces between the numbers.

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I am not able to login (sign in) to myaccount.

Please ensure caps lock is off while entering password, and do not leave an extra space at the beginning, or end of your password. Also check if you have received a notification email to say that your myaccount has been locked. If you wish to reset your password, click on the sign in button from the myaccount For Sign in to myaccount, please go to home page and select the option for 'Forgot Password'.

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I did not receive the email after using the 'forgot password' feature in myaccount.

Please check the SPAM folder of your registered email address. If it is not there, try resetting your password again and you will be sent the password reset link.

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I am not been able to raise a request to upgrade my myaccount's assurance level.

myaccounts are assigned an assurance level that tells organisations that deliver services how much verification has occurred on your account. myaccount offers three levels of assurance, please refer to To go on FAQs for more details, click on FAQs for more details.

If you are trying to upgrade from a lower level to a higher level, please check as you may have an upgrade request pending. Contact your council or service provider for approval of the request.

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I am not been able to search for a service which I had previously applied for.

Services are added by the councils or the service providers and often a service is available for a set period of time. The service that you are looking for may have expired. Please contact your council or the service provider for more information.

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Which services are available online?

This site was released in April 2014 and is constantly being reviewed. We are currently working with Scottish public sector organisations (including councils) to offer their services using myaccount. More services will be added on an ongoing basis, so please come back and check the myaccount website for Go to new services page.

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I have been logged out of myaccount.

The system will automatically sign you out of your account after 10 minutes of inactivity as a security feature.

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How do I change my password on myaccount?

Once you have completed the login (sign in) into your myaccount you can change your password by clicking on "Manage Account" then click on "Change Password".

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I am not able to find out the solution to my problem in the online help.

If you need to raise a support request, please click If you need to raise a support request, please click on here.

Please can you advise which service provider you are accessing myaccount for i.e. if you are a MDMW user and you need to raise a support request, please ensure you indicate this on the online form.

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