My account number isn't recognised by the system

The system has to validate a reference as being of the correct length and content so if for example your Council Tax account reference is 200012345 the software is looking to validate a nine digit reference number against a database of account references.

In order to correct validate a reference you should say each number or letter individually. Taking the above reference as an example - You should say 'Two' 'Zero' 'Zero' 'Zero' 'one' 'two' 'three' 'four' 'five'. The software will not recognise the reference if in the above example you say 'Two Treble Zero' or 'Two Zero Double Zero' etc' Each digit must be said individually.