MySouthend: Self-help for customers

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1 Linking Problems I am unable to link my account or claim to MySouthend Logging in problems I have forgotten my Password Can I change my password for security purposes? I have had a temporary password sent but it is not working? I cannot remember my username/ that I used to set up my account? I have registered for MySouthend but the system does not let me log in. When I re-register I get an error message saying that the username/ is already registered. I have tried the forgotten password link but it does not work. Solution If it is a new account you need to wait at least 24 hours before linking. A benefit claim also needs to be in payment, so if it has been set up in advance then you will need to wait until you have been paid for the first time. Please use the forgotten password link which is found on the sign-in page. You will need to enter the address that you used to register. If you have forgotten your you can contact us for tracing BUT the council reserves the right not to divulge this information if we feel that you may not be the user of the account. Once you have selected forgotten password you will then need to choose another password, verify it, then submit. An activation link for the new password is sent to your address. Click on the link in the and follow the instructions to complete the process. You will need to log in first to MySouthend and click on MySettings. On the far right of the page there is a link change your user details On the Edit my Details page there is a section to change the password. The new password needs to be entered twice, then the current password needs to be entered, then save. Ensure that the temporary password is entered exactly as it is shown in the . It is case sensitive. If copied from the make certain that an extra blank space at the end of the code has not been copied and entered as part of the password. Also check how long ago the temporary password was sent. It is not supposed to be used more than once so if you do not change your password and continue to use the temporary one then eventually the time limit will be reached. This can be traced in the MySouthend system used by staff. Please note that we will have to ask questions to ensure that you are the account holder. If we are not satisifed we may have to refuse giving you the details and advise you to set up a new account. This will be because the registration pages have not been completed fully when you received the initial confirming you had been added to MySouthend. If you no longer have the original you will

2 Setting up an account When registering for MySouthend I can t find my address? I am a landlord and do not live in the area, can I register my address? Can I set up an account on behalf of a relative/friend that I support and help? MySouthend won t recognise my address when I try to log in to my account. I have received an to activate my account but I have forgotten to do this and have since deleted the ? The activation code does not work? I have not received my activation code? need to contact the Council and ask for your password to be reset. Once done you will recieive an with a temporary password. You will need to follow the instructions and complete the registration pages then activate the account. An address can be added manually on the address page during the registration process. In the section for entering your postcode enter part of your postcode then select enter. From there you will be able to manually add your address. Yes you can, Mysouthend will recognise if you live out of the area and will allow you to enter part of your postcode to manually enter your address. Yes you can with their permission. In order to link their accounts you will need to have their account numbers or benefit claim references. Please note we will be unable to supply that information to you without written confirmation. This is when the address entered is different to that held in MySouthend. This could be due to a misspelling at registration. Clarify whether the address we have is correct. If the address that we are holding is incorrect you will need to contact us and ask us to update our details to hold the correct address. If you were set up by a member of staff and received an as a result of the staff set up, you will need to contact us and ask us to retrieve the activation code for you. If you registered yourself you will need to log in using your address and password then request the activation again. You will need to log into MySouthend first using your address and password. You will then be prompted to enter the case sensitive activation code on the relevant page. Ensure that the activation code is entered exactly as it is shown. If it is copied from the make sure that you do not copy an extra blank space at the end of the code. Please check your SPAM folder as well as your inbox for messages. Check your settings are not blocking s from MySouthend. Please contact the council directly and we will contact the MySouthend support desk and request the activation code for you.

3 I am unsure where to enter the Activation code The system will not accept my date of birth it keeps changing the year to another year? Using the Online forms on MySouthend I don t have a MySouthend account but I need to use one of the benefit/or revenues online forms You need to follow the link on the . The link will take you to the log in page where you need to log in with your username ( address) and password. You will then be taken to the activate your account link. The activation code goes there. In order to select your date of birth you will need to use the dropdown to first select the date, then the month, then the year. You cannot freetype your date of birth as a random year will be chosen. If the year is incorrect and you are unable to change it please contact the council. We will be able to update your details so that your date of birth shows correctly. Please note that your date of birth does not show on MySouthend; it is a field used during setting up of your account, and for security. In order to get access to our online forms you will need to have an account for MySouthend. Go to and click register. Follow the instructions to register and activate your account. Once in MySouthend go direct to MyForms and find the online forms you want from the available service areas. When your form has been submitted, it will be processed by the Council. If a new account or claim is set up by the Council, if you receive a bill or notification through the post you will need to go into MyServices and link your newly created account or benefit claim to your MySouthend account, to receive everything electronically in the future. Overpayments of benefit showing on MySouthend I have an overpayment of benefit, where does this show on MySouthend I thought my overpayment was higher than the amount stated on MySouthend If your new account or claim has been linked to MySouthend by the Council, or the change is to an existing account or claim already linked to MySouthend, you will get an or text message advising you have a bill or a benefit notification is available for you to view. Any overpayments of benefit will show on MySouthend at the bottom of the past payments page. From the main page select the link for past payments at the bottom of the page you will see the details for the overpayment that is being recovered. MySouthend will only show the overpayment that is being recovered. Any other overpayments

4 General use of MySouthend The screen on the log in page is not full, I have to scroll over to log in? that are outstanding will not show on MySouthend until the current overpayment is cleared. You would have received seperate letters detailing the amounts of all overpayments which will give you the total amount of benefit you have been overpaid. This is a compatibility viewing issue. You will need to find the compatibility viewing button on your web address and click it. The screen should shift so that the entire page is in view. The compatibility button does differ in location depending on your version of Internet Explorer. It looks as follows: MySouthend is slow, why? I want to change my: address password for my account registered address add or change my mobile phone number switch to receiving alerts from to my mobile phone number I no longer want to be on MySouthend The system is at its slowest first thing in the morning. After 9.30am there should be an improvement as all reports will have been run and the system updated. To change your /password for your account or registered address you will need to log into your account. From the My Services page go to Edit My Details (This is on the right hand side of the page) from here there are two tabs, one tab allows you to update your username and password, the other tab allows you to update your name and address. To add/change your mobile phone number or to request that alerts from MySouthend are sent via text instead or as an you will need to go to the My Settings tab found on the top next to the Sign Out tab. You will ne able to update your details there. If you no longer wish to be part of MySouthend you will need to log into MySouthend and go to the MySettings area. Scroll to the bottom of the page and click in the Registration removal box. Click on the Let us know link and ask to be removed. We will unlink your accounts. However it is important to realise that: Many Council Tax and benefits online forms can only be found inside MySouthend. In order to use them you will need an account. Landlord schedules are only viewable through MySouthend.

5 More council services will be transferred onto MySouthend and the only way to access these services (such as missed bin collections ) will be through MySouthend.

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