The Access Digital Assistant is your starting point when you need help. It provides answers, troubleshooting guidance, and relevant help content to help you resolve your query quickly. If the assistant cannot resolve your issue, it can hand your query over to our human support team.
⚠️ Important: The Access Digital Assistant is only available to named Support Contacts in your company. If you are not a named Support Contact, you may still have access to the assistant, but your experience may differ from the one described in this article.
📌 Note: If your query relates to your Access account, contract, or invoices, use our Account Support experience.
Navigate the Updated MyAccess Portal
The updated MyAccess Portal gives you improved visibility of your Access products, support options, bills and payments, FlexPoints, and support cases. You can continue to use the same MyAccess URL and your existing credentials.
Sign in to MyAccess Portal using your existing credentials.
Use the menu on the left to access areas such as Bills and payments, FlexPoints, and Support cases.
Go to Your Access products to view the Access products you currently use.
Select a product to open its product page and access the support resources available for that product.
Get Help With Your Account or Products
The Need Help section helps you choose the correct support journey depending on what you need assistance with.
Go to Need Help? then click Ask a question.
Select I need help with my Access account for billing and payments, subscriptions, contracts, and other account-related queries, or select I need help with my Access products for product features, configuration, troubleshooting, and other product-related queries.
If you need product support, click Select a product, then select the product your question relates to.
For FastTrack 360 support, select Access FastTrack 360.
Access FastTrack 360 Support Resources
After selecting Access FastTrack 360, the product page gives you access to the support resources available for the product.
Select the relevant option, such as Help centre, Webinars and Events, Release information, or Support cases.
Click Launch Digital Assistant when you want to ask a question or continue your support journey with the Access Digital Assistant.
Use the Access Digital Assistant
The Access Digital Assistant provides quick, automated answers to help you resolve questions efficiently. It can guide you through troubleshooting steps, offer tailored suggestions, and surface relevant help content.
Using the Access Digital Assistant gives you:
Instant answers to common questions.
Direct access to relevant help content.
Support available 24/7.
Easy escalation to human support when required.
📌 Note: If you need to speak to the support team outside normal hours, the Access Digital Assistant passes your query to the team. They will respond when they are back online.
In MyAccess, go to Need Help? then click Ask a question.
Select I need help with my Access products, then click Select a product.
Select the product your question relates to.
Click Launch Digital Assistant.
Click Ask a question, then enter your query.
Review the guidance or open the suggested articles.
Let us know whether the guidance answered your question or whether you need further help.
Ask Effective Questions
Here are some tips on how to ask the questions that get you the best answers:
Use the assistant within the product you need help with; guidance is tailored.
Keep questions short and clear.
Rephrase or break down complex issues if needed.
Start a new conversation for unrelated topics.
Avoid overly specific, personal-data-focused queries.
❌ Not recommended: Has John Doe logged in today?
✅ Recommended: How do I check user login history?
🤓 Tip: Instead of asking whether a specific person has logged in today, ask how to check user login history.
Provide Feedback
At the end of your conversation, the Access Digital Assistant asks whether your question was answered.
Let the assistant know whether the guidance answered your question.
If you still need help, use the available option to continue your support journey.
Your feedback helps us improve the assistant and our support experience. It also helps ensure you are routed to human support when needed.
View Support Tickets
If the Access Digital Assistant escalates your query to the support team and further investigation is required, the support team will convert your conversation into a ticket.
In the Access Digital Assistant, click the Tickets icon.
Select a ticket to review it.
Select a ticket, then enter your message at the bottom to reply.
Click the three-dot menu, then select Download transcript to download the conversation transcript.
📌 Note: If you do not see the Tickets icon, you do not have any tickets.
Access Further Support
Your Customer Success Plan determines which support channels are available to you.
Named Support Contacts on any Customer Success Plan level can use the Access Digital Assistant.
Customers on a Standard or Premier Customer Success Plan may also have access to other support channels.
If you are not a named Support Contact, your internal named Support Contact can interact with the Access Digital Assistant on your behalf.
Get Account Support
Use the Account Support experience if you have queries about your account or contract with The Access Group.
Use the Account Support experience to obtain invoices and account statements.
Use it to make remittances or understand the account reconciliation process.
Use it to set up a direct debit or manage purchase orders and invoices.
Use it to request company name changes or update addresses and contact details.