⚠️Important: This article relates to changes going live on 5 May at 11:00am.
Overview
On 5 May 2026, we're introducing improvements to the support experience within the MyAccess Portal. These updates make it quicker and easier for you to get help, including the introduction of AI‑powered support.
From your perspective, the way you start a support request remains largely the same.
What’s changing?
Currently, after selecting the product you need help with, you are asked to complete a form before your request is reviewed by our support team.
Soon, 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 able to move to the case form and submit a support request to our support team.
How the new experience works
1. Access the MyAccess Portal
You'll continue to log into the MyAccess Portal as you do today.
Log in to the MyAccess Portal.
Click Ask a question.
Click Select a product.
Choose the product you require assistance with.
Once the Digital Assistant has opened, click Ask a question.
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.
3. Escalation to a Support Specialist
If your query cannot be resolved by the Digital Assistant, you can open our Support Case Form and submit a support request to our support team.
⚠️Important: If you would prefer to engage directly with our support team, you can skip the Digital Assistant and go straight to the Support Case Form.