To raise Support Tickets, you need to be a verified contact at your organisation. If you aren’t a verified contact:
- You won’t be able to sign into the Help Centre.
- Over chat or phone, the Support Team member will advise you to ask a verified contact at your organisation to raise the issue.
Important
If you don’t verify your account by creating a password, you won’t receive email updates for Support Tickets raised over the phone. If you’re not receiving updates, reset your password to verify your account.
For us to add you or a new person as a verified contact:
- Contact your Customer Success Manager (CSM). If you’re unsure who your CSM is, you can call the Support Team on 0800 5999 041. They will provide your CSM’s email address, but they can’t add you or add others as verified contacts for security reasons.
- Email your CSM with the names, email addresses and contact numbers of everyone who should be added as a verified contact.
- Once your CSM has added the contacts, each person will be sent an email with a verification link.
- Select the link in the email to access the Help Centre and set a password. If you don’t verify your account within three days, the link will expire, and you will need to reset your password.
You can now raise Support Tickets from this Help Centre.