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We are introducing 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.
What's changing?
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.
How the new support journey works
Step 1: Access the MyAccess Portal
You will continue to log into the MyAccess Portal as you do today.
Navigate to this link
Click on the Sign In button against the "I'm a Customer" section
Select Ask A Question in the "Need Help?" box on the left
Choose the product with which you require assistance
Step 2: Interact with the Access Digital Assistant
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:
Common questions
Troubleshooting steps
Product guidance
It provides quick, accurate responses and is available at any time.
Step 3: Escalation to a Support Agent
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.
Why the change?
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.
FAQ's
When I log in to the portal I'm seeing a message that states I have "0 Support Options Available"
This message is displayed if you have clicked on the old "Create Case" button. In the new system you need to click on the "Ask A Question" button on the left and select a product to access the Digital Assistant and, be extension, the support team.
Can’t I just raise a support ticket?
No. We now use a Digital Assistant → Support Engineer → Ticket workflow across Access Group. This approach has been agreed at a senior level and is being rolled out company‑wide to improve response times and overall support quality.
Why can’t I just call the Support Team instead?
You still can.
Call 01332 380311, choose the relevant option, and you’ll be connected to the most appropriate member of the support team.
When I open the Digital Assistant it is just responding with directions to the Help Centres and then closing
This means that you are either not set against an entitlement to contact support or the system is unable to see that you are on an entitlement. if this happens please either phone the support team on 01332 380311 or contact your account manager
Doesn’t this make the process longer?
Actually, it’s faster.
Live chat responses once assigned to an engineer are targeted within 10 minutes, compared to up to 4 hours under the previous ticket‑only system. This helps get you to the right support engineer more quickly.
There’s still a “Support Tickets” section on the portal — can I use that?
The Support Tickets area is now mainly for viewing historical tickets.
While you may still see a “Create a Case” button, it no longer works for certain products, Weighsoft included. This is because the new Intercom system is being rolled out in phases, and some products are still temporarily using the old system.
I’m a Super User but I can’t see other people’s open tickets. Why?
At the moment, Super User access does not include in‑progress tickets.
Once a ticket is closed, it will become visible. This limitation has already been raised and is under review.
If you need access to an active ticket, please ask the person who raised it to request that the support engineer adds you. You’ll then receive email updates and can respond directly.