Show All Answers

1. Do I have to create an account to use the MyAllen app?

Some app features, including property maintenance reports and trash/recycling reminders, may be accessed without creating a new account. However, most features—including real-time updates on service requests—are disabled unless users create an account with a new username and password.

2. How do I create or change my username and/or password?

To access username and password information, click on the “Account” button. If you don’t have a username and password yet, you’ll get a prompt to create one. If you forget your password, you can reset it.

3. What should I do if I have username and/or password problems?

New users of the MyAllen app will need to create a username and password to access many of the app’s features. Users will not be able to log in automatically with previous username/password combinations, including those use for City utility accounts or older versions of the MyAllen app. 

If you are unable to create an account and/or change your password, contact our vendor to report this bug. 

4. I registered for trash/recycling reminders but am not getting them. Why?

Some new users of trash/recycling reminders forget click the confirmation link sent to their email inbox. Until this link is clicked, your confirmation is not complete and no reminders will be sent. If you enrolled in text notifications, you must also respond to the text message sent to your cell phone. 

If you’ve completed these confirmation steps but still don’t receive reminders, email coa@cityofallen.org with your name and trash/recycling service address for assistance. 

5. What is the difference between “anonymous” and “confidential” requests?

MyAllen app currently offers a limited number of “Anonymous” requests located under the “Property Maintenance” report type. Users may create these reports anonymously without creating an account, or by logging out of their existing account.

All requests have the option to be marked as “Confidential.” Details of your report will be visible to other citizens using MyAllen unless this box is checked. Confidential reports are visible only by City staff and the technical support team at our app host, RockSolid.

6. How do I report a problem or bug with the MyAllen app?

For assistance with technical issues, use the Report a Bug feature in the “Account” tab. Technical issues are sent to our app host, RockSolid. If you need login or download assistance, email coa@cityofallen.org.

7. My older version of the MyAllen app isn't working. What’s the problem?

If you downloaded the MyAllen app prior to September 29, 2020, your version of the app is no longer supported. You’ll need to delete it and download the updated version. When you download the new app, you must create a new username and password.