Licensing Web Service Help

You can use this form to tell us about any problems, or changes to your account information.

What do you want to report?

How do I get an activation code?
I haven’t received an activation code
I've lost my activation code
I've locked my account
I've forgotten my account password
The activation code doesn't work
Change of email address
Change of address details
Change of name
My current Licences aren't being displayed
Other

I am having trouble making an application
Payment not being taken
Confirmation of submitted application not received
I am unsure what Licences I need to renew
I am unsure what Licence I need to apply for
Partial Match Error during application process
Other

You must currently hold, or previously held a licence with Torbay Council to be able to receive an activation key to activate your online account.

Only Hackney Carriage, Private Hire, Operator and Licensed Drivers have been sent a activation code at the present time. If you would like to register to use the interactive web service, you can request an activation code, however you will not be able to submit online applications until they have been made available (due in January 2016).

Please visit the Forgotten Password page on the Licensing & Public Protection web service. This will reset your password and you will be sent a new password to the registered e-mail address that we hold on our database.

We cannot accept a change of name online – please notify us in writing to the following address with evidence of the change: Licensing Team, Torbay Council, Town Hall, Castle Circus, Torquay, TQ1 3DR

You must hold valid licences with Torbay Council and have used the activation key option when registering your account to be able to see your licences in the ‘My Portfolio’ section. If you have registered as a new client, please notify us and we will update your account. Please also complete this form if you have used the activation key option and the licences are not being displayed within the ‘My Portfolio’ page.

You must be logged into your online account to make an application. If you are logged in and having difficulties making an application, you can find step by step guides on how to help you make an application (the links to these documents can be found when you are logged into your online account, directly above the ‘My Portfolio’ section).

On the payment screen please make sure that the address you enter for the card holder matches where the card is registered. If a different address is entered payment will fail.

You will be sent an email to the registered email address linked to your account. If the email address is correct, please complete the form below to provide further information. If you have changed email addresses recently and not informed the Licensing Team, please complete a ‘change of email address’ form under the account section.

When you log into your online account, you will find all the licence/s that you hold in the ‘My Portfolio’ section.

The licence expiry date is shown in this section and must be renewed before it expires. If the licence/s lapse before a renewal application is made, a new application will have to be made.

Licensing will send you correspondence well in advance of the licence/s expiring reminding you to renew them. Please keep the licensing team informed of any address, or email changes, or else this will affect the service that you are provided.

Have you checked the licensing web pages for more information on licence types.

The reason for the error appearing is due to similar information being displayed on our database. Please check the information you have submitted and if you still experience an error message, please complete this form.

Do you currently hold a licence with Torbay Council: *

What date did you last try and access your account? *

Please enter the activation code that is not working: *

Old email address: *

New email address: *

For security reasons, please enter your Date of Birth (dd/mm/yyyy): *

Please enter your previous address

House name/number:

Postcode: *

For security reasons, please enter your Date of Birth (dd/mm/yyyy):

Do you hold a licence with Torbay Council? *

After clicking Submit, have you been given an application number? *

What type of application are you trying to submit? *

What is the error message being displayed? *

What is the information you are trying to submit? *

Data Protection

The information you have provided on this form will be used to deal your request by the relevant department. We may pass your details on to contracted third party service providers such as TOR2. We will store a copy of your completed request as a backup for 12 months.

If you would like to know more about how we use your information and how you can exercise your information rights please see our privacy notice.

Do you want to ask us anything else? *

How do you require assistance? *

Your contact details

Title:

First name: *

Surname: *

New address

House name/number:

Postcode: *

Phone number: *

If we need to phone you our number will show as withheld.

Email address: *

Please note that we may use your email address for future correspondence.

Please enter a valid email address or leave blank if you do not have an email address

Data Protection

The information you have provided on this form will be used to deal your request by the relevant department. We may pass your details on to contracted third party service providers. We will store a copy of your completed request as a backup for 12 months.

If you would like to know more about how we use your information and how you can exercise your information rights please see our privacy notice.

Please tick to confirm you accept these conditions.