My Account help

Registering for My Account for the first time

Existing My Account users will need to register for the new My Account. You'll need to use a unique email address for your My Account registration. That means an email address that you don't share with anyone else.

Re-registering for the new My Account

If you have an existing My Account, you can use the same username for your new registration but you will need to set a new password.

Passwords

Your password must contain:

• at least eight characters
• at least one number
• at least one of the following symbol characters ! " # $ % & ' ( ) * + , - . / : ; < = > ?

Watch the videos for quick 'how to' tips:

How to register for a personal account with an existing username

How to register for a personal account with an activation key

How to register for a personal account without a username or activation key

Register for your new My Account

Select from the following options and follow the prompts.

Register for a personal account

Register for an organisation account

You can opt in for an authentication code to be sent to your email address or mobile number to help secure your account access.

Find the 'Sign in with verification code' option on the Log in screen for your account.

Note: to use your mobile number, you'll first need to go to Security settings in 'My Profile' to add or update your mobile number.

If your registration needs to be verified, please be aware this may take 1-3 business days.

Keep an eye out for your confirmation email in your inbox. Don't forget to check your 'junk' folder.

Our emails come from the address noreply@goldcoast.qld.gov.au. Please make sure this address is on your safe senders list (also known as contacts list or white list).

If you don't receive your email confirmation, please:

• check your spam or junk folder - if you find an email from noreply@goldcoast.qld.gov.au in spam or junk, you will need to tell your email software that the message is not spam (use the not spam or not junk button)
• add our email address to your email's safe senders list (also known as contacts list or white list) to ensure you receive our emails
• call us for more help on 07 5667 5821.

An activation key is a unique identifier for a personal or organisation account, like an account number. An activation key is used to match the correct record when registering for My Account.

If you've been provided an activation key, follow the steps below to register.

• From the log in screen, select "Register for a personal account" or "Register for an organisation account"
• Select 'No' to "Do you have an existing My Account username?"
• Select 'Yes' to "Do you have an existing activation key?"
• Enter your activation key
• You'll be sent a one-time pin to your registered email address
• Enter your one-time PIN code (timeout period is 15 minutes)
• Your new My Account record is created
• Set your password when prompted
• You'll then be automatically logged in to the new My Account home page
• An email will be sent confirming your registration

Find your personal details through 'My Profile' on the top right of your My Account home page. You must be logged in to see and manage your name, phone numbers, email and mailing address.

We will collect different information for personal and organisation accounts, relevant to the needs of both.

For example:

Personal account – We will collect relevant information about a property and property owner.

Organisation – We will collect relevant information like director name or authorised representative for companies and information to set up a debtor account for an organisation.

Many services are offered through our new My Account. However, some forms and requests may still need to be submitted through our old portal or main website until the transition is completed.

You will be automatically directed to the website to submit your request. Your request will still be delivered to the correct team for processing securely.

If you own a property jointly with another person and you both want to access City services online, you will each need to register individually for My Account.

If you own multiple properties, you will be able to access City services for each property through My Account under the same username.

If you can't see all your City services in My Account, please contact our customer contact team by email at cconlineservices@goldcoast.qld.gov.au or by phone on 07 5667 5821.

If you conduct City services on behalf of a company, you should register an account in the company name. The company account will be separate from your personal account.

A company account is issued with a single username linked to one email address. You cannot have multiple log ins for a single account. You may want to consider using a generic email address for a company account, so that you can manage staff access to our correspondence.

We only collect your personal information when we need the information to:

• conduct local government business, deliver a local government service
• support City compliance with the law and meet our statutory and regulatory obligations
• protect your safety
• provide a service when you have provided consent for the City to collect and use the personal information.

We store personal information in managed secure locations and systems. We also take precautions to protect your personal information against loss, and unauthorised access, use, modification, disclosure or other forms of misuse.

For details, go to our Privacy page

To retrieve your username, select 'forgotten log-in details' link from the registration page.

We will manually check your details and email you a new link to reactivate your account.

To reset your password, select 'forgotten log-in details' link from the registration page.

Enter your username so instructions on how to reset your password can be emailed to you.

If you enter the wrong password more than 4 times, your account will be locked.

Wait 15 minutes, before your account is unlocked.

If you can't see all your Council services in My Account, please contact our customer contact team by email at cconlineservices@goldcoast.qld.gov.au or by phone on 07 5667 5821.

All properties linked to your name should show when you log in to My Account.

If you are unable to see one of your properties, please contact our customer contact team by email at cconlineservices@goldcoast.qld.gov.au or by phone on 07 5667 5821.

If you can't see a request that you submitted, it's possible that you were not logged in to My Account when you submitted the request. My Account only tracks requests submitted when you are logged in.

If you need help, please contact our customer contact team by email at cconlineservices@goldcoast.qld.gov.au or by phone on 07 5667 5821.

To save progress on a form, ensure you are logged into My Account.

If you are part way through completing an online form, you can save it and finish the form later. Your details will be saved even if you log out of My Account.

Pick up from where you paused, log in to My Account, locate the saved form and continue.

You cannot change your username in My Account by yourself.

If you need to change your username, please contact us. You can contact us by email at cconlineservices@goldcoast.qld.gov.au or by phone on 07 5667 5821.

If you need help using My Account, please contact us on 07 5667 5821 or email cconlineservices@goldcoast.qld.gov.au