Support Options
Help Articles
Our full library of Help Articles is available Here
You can browse our full range of help articles either by category or type keyword(s) into the search bar to bring up any relevant articles related to that keyword.
In-app Chat Feature
In the corner of the application, there is a help button.
If you press this you will open options to either send us a message or search for help within our help centre collections:
Please Note: If your query requires further investigation or support from another team, we may move the live chat over to a support email ticket instead.
Email support
If you'd prefer to email us, send your question or problem to [email protected]
This will create a ticket on our system and we will then reply as soon as we can. Tickets will be automatically closed within a few days if we do not hear back from you.
How to open your system for Support Access
Why do I need to open my system for Support Access?
Sometimes in order to resolve support queries, our team may need to be able to see your system and investigate the issue. We can only access your system with your permission, therefore you will need to allow us access each time that you require support.
Please Note: This will only grant us the same access that you as a User have. If you require us to look into something that is above your permission level, you will need to contact your Administrator for them to open the system for support.
How do I open my system for Support Access?
To open your system go to Settings>User>Support:
From here you will see two options:
Option 1: Allow Impersonation
This option allows us to log into the system with the same permissions as your user login, and we will be able to make any changes on your behalf with this access.
Click on the Allow Impersonation button to grant us this access:
Important: Please note that any changes made to your account via support access will be agreed with you beforehand.
You can see a log of any changes made during support access either via the History tab on a profile, or via the Audit log. Within the audit log, a change made by us will show 'Impersonated by Support' under your user name.
Option 2: Allow view access (Beta)
This option allows us to log in to view your system with the same permissions as your user login, however we will not be able to make any changes on your behalf with this access.
Click on the Allow view access button to grant us this access:
Once you click either option, Support Access will be granted and the button will change to a Stop Impersonation or Disable view access button. You will also notice that you have a new Support Icon on your Dashboard, indicating that we have Support Access. This will appear as a neon headset for impersonation access, or a neon eye icon for view only support access:
How do I stop Support Access?
To revoke Support Access simply click on the relevant button (Stop Impersonation or Disable view access) from within Settings>User>Support.
Alternatively, you can click on the relevant Support Icon from anywhere in the system to remove access:
