e-Citizen Frequently Asked
I've forgotten my e-Citizen
username/password, how can I retrieve it?
If you try to access the
e-Citizen Gateway more than three times with
incorrect details (i.e. your user name and/or password) your access
will be revoked. Please note your username is case
To unlock your account
Revenues on 01446
Benefits on 01446
NNDR on 01446
You will be asked to verify
your identity by answering some security questions.
Alternatively if you entered
an email address when you registered you can request a password
reminder using the
eCitizen Password Reminder
I've forgotten my PIN
If you wish to be re-notified
of your PIN and have disgarded your original correspondence letter
containing the PIN, login to e-Citizen, under My Services
dashboard, select the service from the drop down menu and enter
your account reference number. (This can be found on any
correspondence you have previously received). Click Send me a PIN.
A new PIN letter will be sent to you within five working
Can I change my e-Citizen
Yes, you can change your
e-Citizen details i.e. email address, password, security question
and answer. You cannot change your username. Please login to the
e-Citizen Gateway and select My Profile. Select the area you wish
to modify and save/submit any changes made.
I'm registered for e-billing so why
am I still receiving paper bills?
You should receive an email when
you first sign up to e-Billing, you must click on the hyperlink in
this email to ensure the e-Billing registration is completed
otherwise you will continue to receive paper bills.
All individuals listed on an
account must register for e-Billing for all future
bills to be sent via ebilling - please note you will
require an email address to set up this service.
e-Billing status shows as bills sent
via post despite email address being entered
If you have signed up for e-Billing
and there are more than one person on the account you MUST
click on Go after updating each person's details. If you do not
click Go for each record you will not update the details
accordingly. In addition when you first sign up to eBilling
you will receive an email which will require you to click on a link
to activate your eBilling sign up. Until this has been
completed your account will remain as receiving bills/notifications
via post. Should you have any problems with this please
contact us on 01446 709564.
I'm having problems viewing
If you are experiencing problems when
clicking on links to other self-service pages and
are using Internet Explorer, you may need to delete your browser
history. To complete this, open up Internet Explorer, select Tools,
Internet Options and on the General tab, click on Delete Browsing
History. Then try the link again. if you continue to
experience problems, please contact us on 01446
Supported browser versions
The system is supported on the
latest browser versions i.e. Internet Explorer 8, Google Chrome and
Firefox. We cannot guarantee that every single page will be
formatted perfectly in earlier versions.
When someone visits http://www.valeofglamorgan.gov.uk/
we collect standard internet log information and details of visitor
behaviour patterns. We do this to find out things such as the
number of visitors to the various parts of the site. We collect
this information in a way which does not identify anyone. We do not
make any attempt to find out the identities of those visiting our
website. We will not associate any data gathered from this site
with any personally-identifying information from any source. If we
do want to collect personally-identifiable information through our
website, we will be upfront about this. We will make it clear when
we collect personal information and will explain what we intend to
do with it.
Cookies are small text files that are placed on your computer by
websites that you visit. They are widely used in order to make
websites work, or work more efficiently, as well as to provide
information to the owners of the site.
Based on the recent
ICO guidelines on the implementation of the EU cookie
- e-Citizen uses session cookies only
- Session cookies only hold a session ID
- No user-specific information is held within any e-Citizen
- All session cookies are deleted at the end of a user
- e-Citizen does not use any persistent cookies
- e-Citizen session cookies are first party only, no third party
cookies are used
Internet Browser Settings
When you register as an e-Citizen the
registration page may show the password box out of alignment. To
resolve this issue on Internet Explorer go to Tools, Compatibility
View Settings and deselect the checkbox for Display all websites in
Compatibility View, click Close.
When is the system available?
The system is designed to be
available 24 hours a day, seven days a week, but will
be unavailable from 6pm to midnight every Sunday due
to essential maintenance to our systems.
If you have any problems
viewing your account, please contact:
e-Citizen Support Team
Monday to Thursday 09:00-17:00
01446 709564, 01446 709244
or 01446 709317