Frequently asked questions

Dummy Header

Registration/Sign in Issues

I am having problems registering/signing in, what do I do?

If you need some help to register or sign in to your myaccount please see the myaccount Help Page.(opens in a new window)

Dummy Header

First Time Application Issues

What should I do if I have not received my confirmation email with my portal number after completing my online application?

Log in to your NEC Online account to check that you have completed all the online application steps.(opens in a new window) If you have completed the application (including upload a photo) you should have received an email that provides you with your reference number and advice to bring along proofs. Please check your junk/spam folder in your email account as it may be there. If you are sure you have not received an email with your reference number, please contact your local authority.

N.B. You will need to ensure you have first verified your myaccount username and changed the one-time password through your registered email address before you can apply for your NEC.

I applied for my National Entitlement Card online, but haven’t received my card yet.

Log into NEC Online to check the status of your NEC.(opens in a new window)

If the status of your NEC is at "dispatched" similar to the screen shot example below:

Please refer to the sent date of the dispatched confirmation email you received. Allow 7-10 working days, from the date of that email, for your NEC to arrive.

The dispatch confirmation email would have looked something similar to:

If after the advised waiting period you have still not received your NEC, please contact your Local Authority.

If the status of your NEC is at "awaiting evidence", similar to the screen shot below, it means you still have to verify your details and or entitlements at an NEC Online validation point within your area.

What does the status of my online application displayed in the NEC pages mean?

The status of your NEC Online application will only ever display:

  • Awaiting Evidence – which means you are to finalise your application by taking appropriate proofs to your local validation point.
  • Processing – which means your NEC is currently being processed and printed
  • Processing Update – which means your Council is currently processing your request
  • Dispatched – which means your NEC has been dispatched and should be with you in 7-10 working days
Where can I find a list of my local validation points?

All local validation points can be seen from the National Entitlement Card website at: http://www.entitlementcard.org.uk/validation-points

If you have difficulty accessing the map from the above link please select your local authority from the list at: http://www.entitlementcard.org.uk/where-use-your-nec/list

Dummy Header

Replacement Request Issues

I already have a National Entitlement Card, but would like to apply online for a replacement. How would I do that?

You can still apply online for a replacement NEC. Go to NEC Online and register with myaccount. Create your account by registering with your existing National Entitlement Card Number (NEC) number.(opens in a new window)

When you are registering for a myaccount using your NEC, please make sure you enter the postcode your most recent NEC was delivered to. You may have 2 numbers on the front of your NEC. Please quote the 16 digit number directly under your name on the front of the card. It looks like this: 6335 6000 0000 0001. Enter your card number with no spaces between the numbers.

If you no longer have your current NEC to refer to the number (whether it has been stolen or lost) you can create a new account by selecting the register button instead.

I have requested a replacement NEC online, but have not received it yet.

Please refer to the sent date of the dispatched confirmation email you received. Allow 7-10 working days, from the date of that email, for your NEC to arrive.

If after the advised waiting period you have still not received your NEC, please contact your Local Authority.

I am trying to request a replacement NEC online, but it’s not allowing me.

There is a seven (7) day rule after you have requested a replacement card. You will have to wait at least seven (7) working days before you can request another replacement card.

Please note that you will only be able to apply for a maximum of two (2) card replacements via NEC Online, then the portal will automatically prevent you from requesting any further over a rolling 6 month period. Should you require any more than two (2) replacement NECs, within that rolling 6 month period, you will have to contact your Local Authority directly to request another.

What personal details can I change in NEC Online?

You will be able to change the following information in NEC Online without verification at your local council validation point:

  • Email address
  • Primary telephone number
  • Mobile telephone number

You will be able to change the following information in NEC Online which may require verification at your local council validation point:

  • Preferred name on card
  • Address
I have updated my personal details in NEC Online but not received a replacement card.

Depending on what details have been updated, you may not get a replacement NEC.

Dummy Header

Photo Issues

I have updated my photo in NEC Online but not received a replacement card yet.

Your Local Authority will check the new photograph and if for any reason the photograph is unacceptable you will receive a rejection email to notify you that the photograph is not suitable. The rejection email may look something similar to the below example:

If you have not received a rejection email within 24 hours after uploading your new photograph (remember to check your junk/spam folder), or you still have not received your replacement card within 7-10 days please contact your local authority.

I am having trouble uploading a photograph to my NEC Online application.

There is onscreen guidance when uploading photographs for your NEC.

You must select the Browse… button which will allow you to upload a photograph stored on the device in which you are applying from.

  • Make sure the format of the photo you are uploading is JPEG.
  • Make sure the file size is no larger than 2 Mb (megabytes).

The onscreen guidance shows examples of suitable and unsuitable photographs. If your photograph is not in line with the examples onscreen that have the green tick – your NEC application and photograph may be rejected when your Local Authority checks your account when you attend with your proofs.

Dummy Header

Other Issues

I am a NEC Online user and I have forgotten my username/password.

Please click on the sign in button from the NEC Online home page and select the option for 'Forgot Username' or 'Forgot Password' to retrieve your forgotten username/password.(opens in a new window)

How can I find out more information about the National Entitlement Card?

Please visit http://www.entitlementcard.org.uk/ to find out more information about the National Entitlement Card.(opens in a new window)

I am not able to find out the solution to my problem in the online help.

If you need to raise a support request, please complete the online incident form.(opens in a new window)

Please advise which service provider you are accessing myaccount for i.e. if you are a NEC Online user and you need to raise a support request, please ensure you indicate this on the online form in the Support Request Description.