We have introduced improvements to the support experience within the MyAccess Portal (previously Access Customer Success Portal). These updates will make it quicker and easier for you to get help, including the introduction of AI‑powered support and chat.
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.
What’s changing?
Previously, after selecting the product you need help with, you were asked to complete a form before your request was reviewed by our support team.
Now, instead of completing a form, you will be connected directly to the Access Digital Assistant, an AI‑powered virtual support tool available within the Portal.
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.
How the new experience works
1. Access the MyAccess portal
You will log into the MyAccess portal as below:
Log in to MyAccess portal.
Click Ask a question.
Click Select a product.
Choose the product you require assistance with.
When the Digital Assistant opens, click Ask a question.
See the MyAccess portal overview video below.
2. Interact with the Access Digital Assistant
Previously, you were 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:
Common questions
Troubleshooting steps
Product guidance
It provides quick, accurate responses and is available at any time.
3. Escalation to a Support specialist
If your query cannot be resolved by the Digital Assistant, you will be transferred to a support specialist. The specialist will receive the details of your conversation so far, meaning you will not need to repeat information.
Why is this change being introduced
We are making this improvement to:
Speed up the time it takes to get help.
Remove the need to complete support forms.
Provide instant answers where possible.
Ensure a faster handover to a human expert when needed.
This upgrade is part of our ongoing commitment to making your support experience simpler and more efficient.