We have made improvements to the support experience within the MyAccess Portal. These updates will make it quicker and easier for you to get help, including the introduction of AI‑powered support and chat functionality.

From your perspective, the way you start a support request will remain largely the same. The main change is how you interact with us once you have selected the product you need help with.

Instead of completing a form in the MyAccess Portal, you will be connected directly to the Access Digital Assistant, an AI‑powered virtual support tool. The Digital Assistant will guide you through your query and provide real‑time support.

If your issue requires further assistance, you will be seamlessly transferred to a member of our support team.

You will continue to log into the MyAccess Portal as you do today.

Instead of being prompted to fill out a support form, you will now be taken directly to a chat with the Access Digital Assistant.

The Assistant can help with:

It provides quick, accurate responses and is available at any time.

If your query cannot be resolved by the Digital Assistant you have the option to be transferred to a support agent. The assistant will give you the option, but you can also jump ahead by typing "Speak to a Human" (or something similar).

The specialist will receive the details of your conversation so far, meaning you will not need to repeat information.

If the agent determines that the query cannot be resolved directly or will require further investigation they will convert the chat to a "Support Ticket". Communication will continue in the same channel and all previous details will remain in place.

If you or a colleague cannot access the Access Digital Assistant, check the following:

If you have questions about your Support Entitlement Plan or need assistance with accessing in-app support features, contact your Customer Success Manager or Account Manager.