Help with Citizen Access

Your password is not working

1. Make sure you are using the correct password. If you cannot remember it, use the "Forgotten password" button to reset it.
2. Check that you are using the correct username. If not, use the "Forgotten username" button. You will need the email address you used when you first created your account.
3. Your web browser may be using an old, saved password. Try deleting or updating any saved passwords in your browser settings.

You cannot register for an account

1. Make sure the details you enter match the details printed on your bill.
2. After registering, you should receive an email asking you to confirm your account. If you cannot see it, check your spam or junk folder.
3. Some email providers block these messages. If this happens, try using a different email address. Gmail and Hotmail usually work well.
4. Some web browsers do not work with this service. Do not use Internet Explorer. Microsoft Edge usually works well.

You cannot see all your accounts

1. If you have more than one Council Tax or Business Rates account, they must be linked to the same customer record.
2. Please contact us and tell us which accounts you need to see. We can then update your records.

You cannot see the “submit” or “next” button

1. On some devices, especially desktop computers, you may need to zoom out or reduce the page size to see the buttons.

Any other problems

If you still need help using Citizen Access, please email us at rbsystems@arun.gov.uk.

If you can, include screenshots of any error messages, along with the time and date they happened.