Table of Contents
- FAQ
- Where can I access the new portal?
- How do I register on the new portal?
- How can I access the portal if I have forgotten my password?
- Where can I find find my account code?
- I'm having difficulties getting through on the phone, what should I do?
- Why do I need to input an account number and pin?
- What is a customer admin?
Getting Support - How To Get In Touch
- FAQ
- Where can I access the new portal?
- How do I register on the new portal?
- How can I access the portal if I have forgotten my password?
- Where can I find find my account code?
- I'm having difficulties getting through on the phone, what should I do?
- Why do I need to input an account number and pin?
- What is a customer admin?
We listen to your feedback and recognise that doing business should be effortless. That is why we have transformed our operations. By streamlining our processes, investing in modern systems, and automating workflows, we provide you with complete visibility and a seamless experience.
Every touchpoint—from renewing a contract and receiving an invoice to resolving a support issue—is now efficient and intuitive. Throughout 2025, we successfully uplifted our Support Workflow, making it easier than ever for you to get in touch while strengthening our security posture to protect our shared interests against cyber-threats.
With our Service Centre, you have a user-friendly platform at your fingertips. You can log requests anytime, track status in real-time, and receive instant updates without the need to follow up. Our integrated chatbot and comprehensive knowledge base provide immediate solutions to common issues, giving you answers exactly when you need them.
Key Features Now Available:
- Self-Service Portal: Request services and track progress 24/7 with ease.
- Knowledge Base Article: Access helpful support resources instantly.
- Real-Time Updates: Stay informed with automatic notifications on every request.
- Interactive Chat: Connect directly with our support teams whenever you need assistance.
- Improved Visibility: Gain clear insights into your activity, including request histories and service performance.
FAQ
Where can I access the new portal?
The new portal can be accessed here:
How do I register on the new portal?
Please follow this guidance:
How can I access the portal if I have forgotten my password?
Please follow this guidance:
Where can I find find my account code?
The Account Code is located within the profile details page. Select the initials in the top right, and choose Profile.
The Account Code is the ACCT number without any of the leading zeros.
The Registration Code and Pin are on the same screen.
I'm having difficulties getting through on the phone, what should I do?
Please carry out the following steps:
- Log onto the Service Centre.
- Select the initials to open your Profile.
- Find your Account Code and customer Pin.
- The Account Code is the ACCT number without any of the leading zeros, so if it shows as 0023476 the account code is 23476.
- The Pin is located at the bottom of the page.
Why do I need to input an account number and pin?
This is a security adoption which is found across most other organisations. We now ask for identity verification to safeguard your account and ensure your information remains secure and accessible to the right parties. It also allows us to quickly and securely identify your entire account details including personal data, previous cases, product entitlements and any other information required thereby ultimately improving your customer experience.
What is a customer admin?
To maintain our heightened security standards, please nominate a Customer Admin. They will be responsible for managing user access and overseeing all organisational data and cases within the Service Centre.
A Customer Admin can:
- Approve new Service Centre users
- Manage users
- View and manage all cases belonging to your organisation
- Add and manage other admins on the account
- Do everything that a user can do, including creating, viewing, and updating cases, requesting services, searching and viewing knowledge base articles, speaking with our support teams and viewing account details.
