My Charity Commission Account - common issues
Troubleshooting tips for our most frequently asked questions about using My Charity Commission Account.
Applies to England and Wales
Email address
Your email address is your unique identifier. To set up an account, you need to use one email address that is unique to you. This email address will be used for any charities you hold a role with.
If you currently share an email address with other My Charity Commission Account users – who could be fellow trustees or professional advisors – you will experience difficulties setting up your account.
If you are having a problem with your email address, please ask your charity administrators to update this on your behalf so we can update our records.
Alternatively, you can call us on 0300 066 9197 (our lines are open Monday to Friday, 9:00am to 5:00pm).
See how to get started and request an account (this opens a new page) based on your role with your charity.
Replacing or recovering your email address
You can replace or recover your email by selecting ‘Replace or recover your email address’ on the sign in page. If you have an account, we’ll email you a reminder of your email or update your email address as per your request. If you have not already set up your own Charity Commission Account, you will need to do that first.
Resetting your password
You can reset your password by selecting ‘Reset your password’ on the sign in page. If you have an account, we’ll email a reset link. If you have not already set up your own Charity Commission Account, you will need to do that first.
Your access code
Every time you sign in, you need to request an access code. This is to provide an extra layer of security to your account.
Click on the ‘request access code’ button and we will email the 6-character code to you. The code is valid for 30 minutes. Please check your junk or spam folder for this email.
If you don’t receive your email when using an application on your phone or tablet, try checking your emails through a PC browser.
Adding other users to My Charity Commission Account
Only if you are the charity contact (primary administrator) or have been granted administrator permissions can you:
- invite other users to set up accounts
- give third-party users access to different services through My Charity Commission Account
If you need to invite a trustee to set up an account, but they aren’t showing on your charity in My Charity Commission Account, you first need to add them to the register via the ‘update charity details’ service. or via the ‘add or remove a trustee or contact’ tile on your My Charity Commission Account homepage. See amending trustee details below. Once added, they will automatically get a link to set up an account.
If the trustee is showing on your charity, see our guidance on inviting trustees to set up an account.
See our guidance on granting access to third-party users (this link opens a new page).
Amending trustee details
Charity contacts, super administrators and trustees can add new trustees in the ‘update charity details’ service or via the ‘add or remove a trustee contact’ tile on your My Charity Commission Account homepage.
If you are a charity contact signing in for the first time, or have been granted super administration permissions, you will be presented with a page to enable your administrator permissions.
Only charity contacts or super administrators can edit existing trustees’ personal details in the ‘update charity details’ service.
Trustees can block this access once they have set up their account.
Missing charities
If you work with multiple charities but can’t see them listed, this might be because you haven’t registered identical personal information for each.
Please ensure you use one email address that is unique to you. If you currently share an email address with other My Charity Commission Account users – who could be fellow trustees or professional advisors – you will experience difficulties setting up your account.
If you are a trustee, please speak to the charity administrators of your missing charity so they can amend your details..
Open changes to your charity’s governing document
When you sign in, you might get a notice that you have an open or pending action to amend your governing document. You will either need to upload a resolution relating to the amendment or cancel the activity to close the action. If you are unsure, please check with your trustees or you can contact us by emailing CustomerService@charitycommission.gov.uk
You will need to close any open activities before requesting further amendments to your governing document.