Account - How do I log a case in the Support Portal?

To get in touch with our support team you will need to use The Success portal. If you haven’t registered, all you need to do is Register Now to get started. Please be aware it can take up to 24 hours to register. If you have any issues registering please email supportcommunity@theaccessgroup.com.

The support team at Collins do not have the ability to set up your account, amend or reset passwords etc. Please contact supportcommunity@theaccessgroup.com if you need assistance with this.

You will only have access to see the cases you have logged. However, if you wish to view all cases logged for your company please get in touch with supportcommunity@theaccessgroup.com to request a form.

How do I log a case in the Support Portal?

  1. Head to the Support Portal and sign in.

  2. Click "Case Dashboard" in the menu bar.

  3. Click "Click here to create a new case" towards the top of the page.

  4. In the Entitled Products box, type the name of the product you need help with as it appears in the "My Access Products" section at the top of the page.

  5. Give the Case a Subject, such as "How do I add a new user".

  6. Notice the "Need Answers Fast?" section on the right, this will search the existing Knowledge Base for what has been entered in the subject, so you may not even need to raise a case.

  7. If no articles match, please provide as much detail as possible about the case in the corresponding box. This point is very important as the more information provided the faster we can resolve.

  8. Press the "Submit" button once completed.  




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