See what support is available to you.
Support limitations
Your organisations has signed up for a Customer Success Plan (CSP) which determines the level of support available to you. Each CSP type has named contacts who can raise support cases with us.
Your organisations have signed up for a Customer Success Plan (CSP) which determines the level of support available to you. Each CSP type has named contacts who can raise support cases with us.
Non-named contacts: Can access our Access Digital Assistant and Help Centre for detailed guides and information.
Named contacts: Have access to additional support features including raising cases.
📌Note: Named contacts are appointed by your organisation. If you need to raise a case but don’t have access, reach out internally to find your named contact.
Support available to everyone
Regardless of your CSP level, or whether or not you’re a named contact, you always have access to our Help Centre, Access Digital Assistant, and StatusHub.
These are available to you 24 hours a day.
Help centre
Your Access People Hospitality help centre is designed to make finding guidance quick and easy. Select a topic and find your article or use the search bar at the top to search for what you need help with. This intuitive and searchable knowledge base helps you to find answers quickly without waiting for assistance.
Access Digital Assistant
Your Access Digital Assistant is available directly within your product 24 hours a day. While CSP users have access to more features, a version of the assistant is available to everyone.
Non-named contacts can use our assistant to find the relevant support articles and walk throughs. For more detailed information on what your Access Digital Assistant can do for you, read more>
Service hub
If you’re experiencing issues with your site, visit the Service Status dashboard. Here you can see any site outages and stay up to date on the fix. For more information on the Service Status dashboard, read more>
Speak with a member of the team
As per your CSP agreement, only named contacts on your plan can reach out to us directly. If you are a CSP named contact, here are all the ways you can contact us.
Raise a case through the Digital Assistant
You can get through to us via the Access Digital Assistant. Simply open a new conversation and enter your query.
If the Access Digital Assistant didn’t provide a suitable answer, let us know in the conversation and a case automatically triggers for you. The case comes through to a member of our support team without you having to do anything further.
Raise a case through the customer success portal
If you already registered through the portal and need to raise a case, follow the step below:
Go to the MyAccess Portal>
Click I'm a Customer, then log in.
Click My Access, then click Create case.
Select the required product.
Enter a description, then click Next.
Enter any other relevant information including:
Detailed information of the issue or request.
Steps to replicate the issue.
Attachments, like screenshots or screen recordings.
Click Raise a case online.
📌Note: A confirmation message with your case number is displayed on the next screen.
Review existing cases
To view your open cases, follow the steps below:
Go to the MyAccess Portal>
Click I'm a Customer, then log in.
Click My Access, then click My open cases.
If a case is waiting for more information from you, you can see these cases by clicking Cases I need to action.
Register for the customer success portal
If you’re a named contact but you’ve not registered to the MyAccess portal, you can do so by following the steps below:
Go to our MyAccess Portal>
Click Register for an account.
Fill in the Registration form.
Click Submit Application.
Once complete, you'll receive an email stating that your account is ready to use.