You can get help by raising a support case through the Customer Success Portal, but we recommend checking the knowledge base and using the Access Digital Assistant first for faster answers. When you do need to create a case, the portal guides you through recommended articles before submission and allows you to provide detailed information about your issue. This guide explains how to log in, create a case with all necessary details, add collaborators, and track your support requests.
Before you begin
Before raising a case, don't forget to:
Check our Help Centre as we have many articles to help you.
Ask our Access Digital Assistant.
Alternatively, you can raise a case for support via the Customer Success Portal.
Raise a case
To raise a case via the Customer Support Portal, follow the steps below:
Go to Customer Success Portal.
Within the I'm a Customer box, click Sign in to my portal.
Enter your Username and Password, then click Sign in.
Once logged in, click Create a case.
Type in a brief description of the help you need, then select Next.
Review the recommended articles, click on the article to open it, as they may contain the answer to your query. Once you have reviewed the articles, you can then select either:
I Found An Answer if you no longer need assistance. You do not need to do any further steps.
Or Continue To Select A Channel if you still need further assistance and continue to follow the steps below.
Review the channel options, then select Raise a case online.
Enter additional case information, including:
Subject: Make this short and concise.
Description: Please include as much information as possible, especially specific examples or steps to replicate the issue. The more information and specific examples you can provide, the more quickly our team can assist you.
Product area: Select the product from the drop-down menu that is relevant to your query.
Business Impact: Select carefully from the options in the drop-down menu.
Add Attachments: Upload or drag and drop files to provide further information to our teams.
Add case collaborators: Click Add to view other users from your property who are registered with the Customer Success Portal and select any to also receive notifications and updates on this case.
Once you have entered the additional case information, click Create Case. If you'd like to view the case you have created, select View The Case. The case number is displayed on screen, and you will be sent an email notification.
Review your case
You can submit a new support request by logging into the portal, describing your issue, reviewing suggested articles, and providing detailed case information, including impact level and attachments.
Once completed, your case will be raised to the support team, and a support agent will be assigned to the case.
If you need to add additional information to the case, visit the Customer Success Portal and review your open cases.