Richmond Account - frequently asked questions

Find answers to common issues when using your Richmond Account.

• I have forgotten my password
• I have a new email address
• When I login I'm prompted to 'change my password'
• I did not receive a verification email
• It says my account does not exist
• I keep being asked to log in
• I cannot link my Council Tax (or use it as proof)
• I cannot subscribe for ebilling
• I cannot link my parking permit
• It says my property is not in a CPZ
• It won't let me upload a proof

I have forgotten my password

If you forget your password you can reset it at any time. Submit the form and follow the instructions. You will be sent an email, with details on how to complete your request.

Forgotten password request

I have a new email address

If you need to change your email address (username), simply login to your account and click the 'Edit details' link. Then click the 'Change my email' link and type in your new email address. An email will automatically be sent to your existing email address, asking you to confirm the request. You will need to click the link in this email, before you can sign in with your new email address.

Let us know if you no longer have access to your Richmond Account email address. We can then help you to change your email.

When I login I'm prompted to 'change my password'

Tell us if you have received a message prompting you to change your password when you login.

I did not receive a verification email

Let us know if you didn't receive a verification email. We will then send you a new verification email.

It says my account does not exist

Check that the email address (username) you have entered, is the same one you used to set up your account. Also make sure that you have verified your account. To verify your account, you need to click the link in the verification email we sent you, when you first set up your account. 

Let us know if you haven't received this email or have any problems with verification.

I keep being asked to log in

If you are repeatedly shown the log in screen when trying to complete a task from your Richmond Account (i.e. change your personal details, renew a permit), you may need to adjust some settings on your internet browser.

If your browser is blocking cookies, you may not be able to access the form. Clearing your browser cache and cookies may resolve the problem.

• Clear cache and cookies on Chrome
• Clear cache and cookies on Firefox
• Clear cache and cookies on Safari (iPad, iPhone)
• Clear cache and cookies on Safari (Mac)

iPad and Safari users

Private browsing mode will prevent the form from working. Turn Private Browsing off on your iPad.

Tell us if you are repeatedly asked to log in to your account and let us know the device and browser you are using.

I cannot link my Council Tax (or use it as proof)

In order to link your Council Tax account, or use it as a proof of address, your details must match exactly to those given in your Richmond Account.

Enter your name only, even if it is a joint Council Tax account.

We will check that the following match:

• Title
• First name
• Last name
• Address

If your Council Tax details are correct, but your Richmond Account details are incorrect, you should login and update your Richmond Account details yourself, so that they match.

If your Council Tax details are incorrect, you should contact the Council Tax team.

We can assist if you cannot link your Council Tax to your Richmond Account.

I cannot subscribe for ebilling

To subscribe for ebilling, you will need to link your Council Tax account first and ensure your details (title, first and last name, and address) match exactly to those given in your Richmond Account. 

You can edit your personal details on your Richmond Account, simply login to your account and click the 'Edit details' link. If your Council Tax bill needs to be updated, use the Make an enquiry form so the Council Tax team can update your information.

Once your personal details are correct and you have linked your Council Tax, you can subscribe for ebilling:

1. Go to the Council Tax tab in your Richmond Account
2. Select the account
3. Go to Ebilling and select 'Subscribe now'
4. Complete the form

Find out more about subscribing for ebilling.

Contact us if you need help with ebilling.

I cannot link my parking permit

If you have trouble linking a parking permit to your account, you should first check that you have entered the details correctly. A common mistake is typing a '0' (zero) instead of an 'O', when entering the vehicle registration number.

If the following details do not match, you will be unable to link a parking permit to your account:

• Permit number
• Vehicle registration number
• Name
• Address

If you are unable to resolve the issue, it may be that your parking permit has expired, or there is another problem. 

Let us know if you cannot link your parking permit to your Richmond Account and we will investigate.

It says my property is not in a CPZ

When you are trying to link your parking permit you might see a message saying that your property is not in a CPZ. If you see this check that your address is correct in your Richmond Account.

If your address is listed correctly and you are sure that your property is in a CPZ, there may be a problem with our system.

Tell us if the system says your property is not in a CPZ.

It won't let me upload a proof

If you are having trouble uploading a digital copy of a proof, you should first check the following:

• File size is under 2MB
• File type is either PDF, JPEG, JPG, PNG, or TIFF.

If there is no problem with the file type or size, there could be another problem, for example your browser session has timed out. We recommend you try to complete the form one more time, as most temporary issues will resolve themselves.

Let us know if you cannot upload a digital copy of a proof so we can assist.