Helping you with your account

You may be experiencing difficulties with your account on the new ScotlandsPeople website.

The following tips may help you to create a new account or resolve a difficulty.

Whether you are a new or existing user, there is guidance to help you through the first steps. Go to Exploring the new site to see our special videos. 

The big difference between the old and new sites is that your new username must now consist of your e-mail address.

Existing customer login

To begin, use your old username and password, and follow the prompts to create a new username. Don’t forget this must be your e-mail address.

If you have forgotten your password then use the link on the screen to receive a temporary password through your registered e-mail address. This will allow you to login and register your account.

If you find that the website does not recognise your previous username and password then try registering [a new account?].

Once registered then please contact us and provide details of the usernames of the accounts to which you previously had access. We will then migrate your saved credits, documents and searches to your new account.

Accounts with a username starting with ‘lib’ (Library)

Simply log in in with your existing username and password.

You will then need to change your username to your e-mail address by following the on-screen instruction.

You may have had more than one ‘lib’ account. If you want to merge them, and they are not already registered on the revised website, then please contact us. Remember to include the usernames and passwords of all the accounts that you want to be merged into your new single account.

Forgotten password

Watch the video under Help and guidance.

Note that your password needs to be a minimum of 8 characters long, and must contain at least one upper case character, one lower case character and a digit. This ensures that it is secure.

Account blocked

If you try to access your account and you receive a message telling you that access is blocked, it is because there is more than one account with the same e-mail address.

Try logging in with either of the usernames and your old e-mail address to establish which account is blocked.
Please contact us with details of the usernames and e-mail addresses so that we can unblock the accounts for you.

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