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My Account help

Use this page for help and information about:

Getting started with My Account

Registering for My Account

You can register for My Account using your computer, laptop, tablet or phone.

On a tablet or phone, the Register and Sign in icons will become visible if you click on the User icon in the top right corner of the screen.

For help registering for My Account, see our instructional video on how to register or call us on 07 5667 5821.

When you register for My Account, you will be asked to select a user name and password.

Your user name is usually your email address. Each user name must be unique.

Your password must contain:

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

Make sure you don’t store your password with your user name.

Once you have registered for My Account, you can log in from any computer or mobile device.

Confirming your registration

When you register for My Account, we manually check that your registration details are correct.

You will not be able to log in until we have confirmed your registration and sent you an email confirming that your account it ready.

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).

Once you have confirmed My Account, you will need to log out and the sign back in to see all the menu items linked to your account.

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.

If you need more information about how to add our email address to your email’s safe sender list, visit the help page of your email service provider. For example:

Using your Authentication Key

If you receive an Authentication Key from us, your My Account is set up and ready to go. You can activate My Account using the Authentication Key without waiting for an email to confirm your registration.

If you’ve already received an Authentication Key, please Activate My Account.

When prompted, enter your Authentication Key and your name exactly as listed on the correspondence from us.

If you haven’t received an Authentication Key and you’d like to register for My Account, please Register for My Account.

Multiple owners for a single property

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

Multiple properties under one account

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

Company registrations

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

A company account is issued with a single user name linked to one email address. You cannot have multiple logins 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.

Troubleshooting

Forgotten user name

To retrieve your user name, click the Sign in link at the top right of the screen, then click Forgot user name or account locked? at the bottom of the page. Complete and submit the form that pops up.

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

If you submit a forgotten user name request during business hours, we will respond the same day. If you submit the form after the close of business, we will respond on the next business day.

Forgotten password

To reset your password, click the Sign in link at the top right of the screen, then click Forgot your password? Complete and submit the form.

A temporary password will be automatically emailed to you.

When you receive your new password, you can use it to log in to My Account.

We recommend that you change your password after you sign in. To do this, select My Profile under My Account in the top menu, and click Change my password.

Locked account

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

Click the Sign in link at the top right of the screen, then click Forgot your password? at the bottom of the page. Complete and submit the form that pops up.

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

If you submit a locked account request during business hours, we will respond the same day. If you submit the form after the close of business, we will respond on the next business day.

If you have recently registered for My Account 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 registration confirmation as soon as your account is ready.

Unable to see services

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

Unable to see properties

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, you may have used a different name to purchase that property.

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

Opt out of email communication

You can change your communication preferences and opt out of email communication using our online form. You will need to log in to My Account to access this form.

Can’t see my request

If you can’t see a request that you submitted to Council, 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 eregistration@goldcoast.qld.gov.au or by phone on 07 5667 5821.

Saving a form

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.

To continue with an online form, go to ‘Continue’ in the drop-down menu.

Changing your name

The name you use in My Account should be your legally registered name.

If your legal name changes, please contact us to update your records. You can contact us by email at cconlineservices@goldcoast.qld.gov.au or by phone on 07 5667 5821.

Changing your user name

You cannot change your user name in My Account by yourself.

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

Updating your details

You can update your details, including your postal address, online.

  • When you are logged in to My Account, select My profile under the My Account heading in the top menu.
  • On the My profile page, click Edit contact details and complete the online form.

More information

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

Terms of use

By registering for My Account, you agree that:

  • the email address you provide will be used as your primary communication method
  • the email address you provide will replace any email address previously provided to us
  • you will receive electronic rates and water bills
  • you will no longer receive paper documents, including paper rates and water bills
  • you will check your email regularly for communication from us
  • you may withdraw your consent or cancel your account at any time.

Please be aware of the City’s Terms of use and information collection notice below.

Your privacy

My Account uses a unique user name and your date of birth to validate your account. Your user name is usually your email address. Your user name and date of birth are linked to your Council services to operate My Account.

Your security and privacy are important to us. Council of the City of Gold Coast collects your personal information to provide services, perform Council functions, and maintain customer information records. Your information is handled in accordance with the Information Privacy Act (Qld) 2009 and may only be accessed by Councillors, Council employees and authorised contractors. Unless authorised or required by law, we will not provide your personal information to any other person or agency. For further information go to cityofgoldcoast.com.au/privacy.

We may use your personal information in order to contact you to provide you with information regarding Council functions and services. If you do not wish to receive such information please opt out using the unsubscribe link in the communication material sent to you.

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