MyAccount+ FAQ's

MyAccount+ is the new mobile app that lets you manage your tenancy with ease.

Available for Apple and Android device users, MyAccount+ will be the fastest way for you to contact us, the easiest way to manage your rent account, track home repairs 24/7, and more!

How do I download the app?

Visit the Google Play Store or Apple App Store and search for “MyAccount+” and look out for the Orange house logo

Who can register and use the app?

All current tenants of City West Housing Trust will be able to register and use the app.

I don’t know my Tenancy Number

Your Tenancy Number can be found on your Rent Statement or most letters from us. The Tenancy Number is found underneath your name and address in the top left of the page. If you do not know your tenancy number please Live Chat with us and we will assist you.

I have failed registration, what do I do?

At the ‘Failed Registration’ page tap ‘Previous’ to go back and double check the data to make sure there are no errors or mistakes. If the information you have entered is correct please contact us by Live Chat and we will confirm the information we have on file is correct.

My details are different than what you hold

Depending on what information is different you may not be able to register for the app without contacting us first. The quickest and easiest way to do this is by Live Chat.

I can’t remember my username

Your username is the email address you used to register. If you cannot remember your username / email address please contact us by Live Chat and we will confirm it with you.

How do I reset my password?

If you forget your password simply click ‘Forgot Password’ on the log in page. This will send a replacement password to your registered email address.

I can’t log in to the app

1. Check to make sure you are using the same email address that you registered with

2. Check that you are using the correct password – click ‘Forgot Password’ for a replacement if needed

3. If you have tried these first 2 options and still cannot access your account please contact us via Live Chat and we will investigate further.

I am a joint tenant, do we have to share login details?

No, each joint tenant can register and have their own log in details on their own phone or device. You will be able to see and do the same things with your tenancy as well as check and update your own individual contact and profiling information.

My ‘MyAccount’ login details aren’t letting me log in to the app

You need to make sure you have downloaded and registered for MyAccount+ on your device. Even if you have registered and used MyAccount on our website previously, the log in details for the app and the web are different and you will need to re-register.

Usernames for MyAccount (web) are usually 6 digit numbers, but usernames for MyAccount+ (app) are your email address. If you still struggle to log in please contact us by Live Chat.

If you are still experiencing problems with the app that these FAQ’s cannot help with, please Live Chat with us either through the ‘Extra Help’ section of the app, or on this website.

If you are experiencing problems in registering please Live Chat with us to quickly and easily get you back on track. If Live Chat is unavailable you can email AppRegistration@forviva.co.uk and we will get back to you as soon as we can.