Richmond Account - FAQs

Find answers to common issues when using your Richmond Account.

If you cannot find the answer to your question, or want to suggest an improvement, contact us by email at web.team@richmond.gov.uk.

I have forgotten my password

If you forget your password you can reset it at any time. To do this simply click the 'Forgot your password' link on the login screen and follow the instructions. You will be sent an email, with details on how to complete your request.

I have a new email address

If you need to change your email address (username), simply login to your account and click the 'Edit details' link. Then click the 'Change my email' link and type in your new email address. An email will automatically be sent to your existing email address, asking you to confirm the request. You will need to click the link in this email, before you can sign in with your new email address.

When I login I'm prompted to 'change my password'

If you receive a message prompting you to change your password when you login, contact us by email at web.team@richmond.gov.uk.

I did not receive a verification email

If you did not receive an account verification email you should let us know. Contact us by email at web.team@richmond.gov.uk and state the email address you used to set up your Richmond Account. We will then send you a new verification email.

It says my account does not exist

Check that the email address (username) you have entered, is the same one you used to set up your account. Also make sure that you have verified your account. To verify your account, you need to click the link in the verification email we sent you, when you first set up your account. If you do not have this email, or have any problems with verification, contact us by email at web.team@richmond.gov.uk.

I cannot link my Council Tax (or use it as proof)

In order to link your Council Tax account, or use it as a proof of address, your details must match exactly to those given in your Richmond Account.

We will check that the following match:

  • First name
  • Last name
  • Address

If your Council Tax details are correct, but your Richmond Account details are incorrect, you should login and update your Richmond Account details yourself, so that they match.

If your Council Tax details are incorrect, you should contact us by email at web.team@richmond.gov.uk.

I cannot link my parking permit

If you have trouble linking a parking permit to your account, you should first check that you have entered the details correctly. A common mistake is typing a '0' (zero) instead of an 'O', when entering the vehicle registration number.

If you are unable to resolve the issue, it may be that your parking permit has expired, or there is another problem. So that we can investigate, contact us by email at web.team@richmond.gov.uk.

It says my property is not in a CPZ

If it says that your property is not in a CPZ, when trying to link a parking permit, first check that your address is correct in your account.

If your address is listed correctly and you are sure that your property is in a CPZ, there may be a problem with our system. To help us investigate we recommend you send us a screenshot of the problem, along with a brief explanation to web.team@richmond.gov.uk.

It won't let me upload a proof

If you are having trouble uploading a digital copy of a proof, you should first check the following:

  • File size is under 2MB
  • File type is either PDF, JPEG, JPG, PNG, or TIFF.

If you are unsure how to check or reduce the file size send it to us by email at web.team@richmond.gov.uk and we can do this for you.

If there is no problem with the file type or size, there could be another problem, for example your browser session has timed out. We recommend you try to complete the form one more time, as most temporary issues will resolve themselves.

If the problem still occurs you should contact us by email at web.team@richmond.gov.uk.

Updated: 16 June 2017