When you need help, you can access our support experience through the MyAccess Portal. Whether you have a quick question, need to report a problem, or want to request a change, the portal provides a single place to raise and manage your support requests.
Overview of the support experience
The support experience through the MyAccess Portal gives you access to:
Ask a question: Connect with an agent to get support with general or straightforward questions.
Report an issue: Let us know when something isn't working as expected, so our support team can investigate.
Request a change: Submit requests for change or updates.
Track your requests: Review and manage your support conversations and tickets in one place.
đ Note: If you contact us through the Ask a question option and your enquiry requires further investigation, we may convert this to a ticket to help manage and track your request.
Ask a question
For general queries, such as password resets and unlocking accounts, you can use the Ask a question option. To do this, follow the steps below.
Log in to MyAccess Portal then, under Need Help?, click Ask a question.
Click Select a product then select Pay360 (Public).
Click Ask a question then enter your query.
Best Practices for asking questions
To help us provide the most useful assistance:
Keep your question clear and concise.
Focus on one topic at a time.
Include relevant details where appropriate.
Report an issue or request a change
If you need to let us know that something isn't working as expected, or you need to request a change, you can do this via the ticket options. To do this, follow the steps below.
Log in to MyAccess Portal then, under Need Help?, click Ask a question.
Click Select a product then select Pay360 (Public).
Click Report an issue or Request a change, as required.
Complete the on-screen form then click Create ticket.
View support tickets
If you've created a ticket for an issue or change, or the support team have converted your conversation to a ticket for further investigation, you can check its progress at any time. To view the status of your ticket, follow the steps below.
Log in to MyAccess Portal then, under Need Help?, click Ask a question.
Click Select a product then select Pay360 (Public).
Click the Tickets
icon.Here you can:
Review: Select the ticket.
Reply: Select a ticket, then, at the bottom, type your message.
Download the transcript: Click the three-dot menu, then select Download transcript.
đNote: If you donât see the Tickets icon, you donât have any tickets.
Our Account Support experience
If you have queries about your account or contract with The Access Group, you can use our Account Support experience for support on a range of topics, including:
Obtaining invoices and account statements.
Making remittances.
Understanding the account reconciliation process.
Setting up a direct debit.
Managing purchase orders and invoices.
Requesting company name changes.
Updating addresses or contact details.