My Norfolk account help

You can use a My Norfolk account to:

• Report a highways problem - this is for problems you need us to fix or repair. It's not for general enquiries or other information.
• Apply for a skip licence
• Apply for a scaffold licence
• Apply for, renew or change an approved venues licence
• Access your fostering or adoption account, if you have one
• Apply for a vehicle access (dropped kerb)

Sign in to your account

Other accounts and services

You will need a separate account for these services:

• Jobs
• Libraries
• School admissions
• Some adult learning courses
• Norfolk Community Directory
• Approved suppliers
• Trusted Trader
• Mineral or waste planning applications

To register for a My Norfolk account, click the Sign up now link on the sign in page.

Verifying your account

Enter your email address then click the Send verification code link.

This will send a code to your email address.

You'll need to enter this code in the form, and then click the Verify code button before you can complete the form and create your account.

If your code doesn't arrive, check your spam or junk email folders.

The verification code is only valid for ten minutes. After that it stops working and you'll need to request a new code.

Choosing your password

To protect your information, your password must be 8-16 characters long. It must contain a mixture of at least three of these types of characters:

• Lowercase characters (a, b, c)
• Uppercase characters (A, B, C)
• Numbers (0-9)
• One or more of the following symbols: @ # $ % ^ & * - _ + = [ ] { } | \ : ' , ? / ` ~ " ( ) ; .

Activating your account

After you've created your account you'll be asked to fill in a form with some personal details, including your phone number and address.

Before you can use your account, you'll need to confirm that you have read our terms and conditions and let us know if you'd like to receive updates from us about our services.

Once you've activated your account you will be able to sign in using the email address and password you registered with.

Sign in to your My Norfolk account to update your email address or other personal details.

To change your email address, sign in with the details you used to register your account then update your email address in the Edit profile section.

We'll send a verification code to your new email address. Enter that code to confirm your new address.

After you change your email address you will be logged out automatically. You will need to sign in again using your new email address to use your account.

Fostering and adoption

If you need to update your Children's Services online details, contact your allocated worker. If you do not have an allocated worker, contact us for support.

You can see requests or reports you've made using My Norfolk by signing into your account.

Payment problems

When you pay for a service using MyNorfolk you should receive an email from us confirming that we've received your payment. If you have a problem it's worth checking your emails and also your bank or building society account to see if payment has gone through.

If you have any problems with payments, or if you don't receive the item you paid for, contact us and we'll help you.

Missing reports and requests

Under data privacy laws we must delete personal information if it's no longer needed. So you may notice that some old closed requests have been removed. You can always make a new order, application, or request.

Updating your reports and requests

You cannot update or cancel your report or request using your My Norfolk account. Contact us and we'll help you with any changes you need to make.

If you have problems signing in, check that you are entering your password correctly. It needs to be entered exactly as you did when you registered, including any capital letters.

If you are locked out of your account

If you try the wrong sign in details too often you will be locked out of your account for a while. This is done to protect your account. You'll be able to try again after an hour.

If you have lost or forgotten your password

You can reset your password using the Forgot your password? link on the sign in page.

If you have a problem with an order, application, or request

If you are having problems with your My Norfolk account, a payment, or a webform then please provide us with information to help us investigate and resolve the problem. Complete the online form.

Deleted or missing account or information

Under data privacy laws we must delete personal information if it's no longer needed. So old requests may be deleted from your account. Different types of requests may be deleted at different times. If your enquiry has been deleted you can make a new order, application, or request. 

We also delete accounts older than one month if they haven't been used for a request. If your account has been deleted you can set up a new My Norfolk account. Find out how to register for an account.

Fostering and adoption

If you have a problem with your Children's Services online account, check our Children's Services online account guides for more information.

Need more help?

If you still have questions about your account, contact us and we'll help.