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My Account help

Need help with My Account? Find useful information and tips below about getting started, troubleshooting, and privacy.

Getting started

How do I register for My Account?

See our instructional video on how to register.

I am using a mobile device or tablet. How do I register / sign in for My Account?

The 'Register' and 'Sign in' choices are visible when you click on the user icon at the top right of the page. From here you can choose to sign in or register for My Account.

User name

Your user name will be permanently attached to your account to identify and link your records. We recommend you use your email address as your user name so that it is easy to remember.

Each user name must be unique, so if you share your email address with another person, they will need to choose a different user name. 

Password requirements

To ensure you create a valid strong password please ensure it includes each of the following:

  • at least eight characters
  • at least one number
  • at least one of the following symbol characters ! @ # $ % ^ & * ( ) _ , . : ; | = `

Confirmation of registration

In order to ensure the most accurate and up-to-date details for your account, your registration information is manually checked against your records and verified before you can log in.

You will not be able to log in until this process is complete.

We will email you a confirmation as soon as your account is ready. This process may take a bit longer during high peak times.

You will begin receiving correspondence from 'noreply@goldcoast.qld.gov.au' so please ensure it is in your safe senders list so all future emails are received.

Once you have activated My Account, you must first sign out and then sign back in again to be able to see all the menu items associated with your account.

Separate My Account registrations required for each owner

I own a property with another person, can I do the one registration for both of us?

No, each person (or company) must register independently.

For example, if you jointly own a property, both you and that person (or company) will be able to see that shared property on your own accounts.

Company registrations

If you are doing business with City of Gold Coast on behalf of a company, you should create an account in the company name. This account will be separate to an account for you as an individual. 

If I register as a company, can I have multiple logins?

No, to ensure all records are linked to the organisation/business, only one account can be used for each company with a single login.

There can only be one email address linked to the registration. You may wish to consider using a generic email address for the company’s account, so that you can manage access to correspondence from us.

Submitting online forms through My Account

If I am part way through completing an online form, can I save it and go back to finish it later?

Yes, if you are using a private PC or mobile device, you will be able to continue a form that has been started but not yet submitted. Go to the ‘Continue’ item in the relevant drop down menu.

Troubleshooting

I’ve forgotten my user name, how do I reset it?

Click on the ‘Sign in’ link at the top right of the screen and click on the 'Forgot user name or account locked?' button at the bottom of the page. Complete and submit the form.

We will validate your details and email you with a link to activate your account. If you submit this form after close of business, we’ll get back to you the following day. 

I’ve forgotten my password, how do I reset it?

Click on the ‘Sign in’ link at the top right of the screen and click on the ‘Forgot your password?’ button. Complete and submit the form.

A temporary password will be emailed to you. It’s recommended you change your password after you sign in. To do this, select 'My Profile' under the My Account option in the top menu, and click on the ‘Change my password’ button on that page.

I’ve locked My Account, what do I do?

If you have entered the wrong password more than four times, your account will be locked and you should complete the Forgot user name form to have your account unlocked.

We will validate your details and email you with a link to re-activate your account; however, this process may take a bit longer during high peak times.

Please note: if you have recently registered and we are still validating your registration details, you will not be able to log in until this process is complete. We will email you a confirmation as soon as your account is ready.

Why can’t I see all of my services when I log in to My Account?

We will be continuing to consolidate your council services and accounts into the one My Account. For any queries, please email our Customer Contact team at eregistration@goldcoast.qld.gov.au or call us on 07 5667 5821.

Why can’t I see all my properties or details on My Account?

You may have used a different name to purchase that property.

For any queries please email our Customer Contact team at eregistration@goldcoast.qld.gov.au or call us at 07 5667 5821.

I don’t want to receive communications or notices by email, how do I opt out?

Use our online form to change your communication preferences.

Why can’t I see a request I logged through My Account?

Make sure that you are signed into My Account. Only requests that you submit as a registered user will be able to be viewed in your account. If you submit a request without signing in, the request will not be linked to your account.

If I am part way through completing an online form, can I save it and go back to finish it later?

Yes, if you are using a private PC or mobile device, you will be able to continue a form that has been started but not yet submitted. Go to the ‘Continue’ item in the relevant drop down menu.

How do I change my name on My Account?

It is not possible to change your name in My Account. If you have legally changed your name then you should contact us to revise your records.

Please contact us at 07 5667 5821 or email us at cconlineservices@goldcoast.qld.gov.au and we will check your details.

How do I change my user name on My Account?

It is not possible to change your user name online. If you need to change your user name please contact us.

Please contact us at 07 5667 5821 or email us at cconlineservices@goldcoast.qld.gov.au and we will check your details.

How do I update my details on My Account?

You can manage your account details and change your address online.

Step 1: Sign in to My Account.

Step 2: Select 'My profile' under the My Account heading in the top menu.

Step 3: On the 'My profile' page, click on the 'Edit contact details’ button to complete the online form.

Privacy

Why do you ask for my date of birth to register for My Account?

Your date of birth can be used as a unique identifier to help us validate your account. Your security is important to us and this information is handled in accordance with the Information Privacy Act 2009 (Qld). For further information on how we manage customer information, go to cityofgoldcoast.com.au/privacy.

I own a property with another person, can I do the one registration for both of us?

No, each person (or company) must register independently.

For example, if you jointly own a property, both you and that person (or company) will be able to see that shared property on your own accounts.


Contact us

Please email our Customer Contact team at eregistration@goldcoast.qld.gov.au if you require assistance with My Account.

If you have an urgent requirement, please call us on 07 5667 5821.

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