From 5 May 2026, the MyAccess Portal will connect you directly to the Access Digital Assistant when you raise a support request. If the Assistant cannot resolve your query, you can submit a case to the support team.
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 the support team.
From 5 May 2026, you will be connected directly to the Access Digital Assistant, an AI-powered virtual support tool available within the MyAccess Portal. The Access Digital Assistant will guide you through your query and provide real-time support. If your issue requires further assistance, you can open the Support Case Form and submit a support request to the support team.
How the new experience works
The steps below walk you through each stage of raising a support request in the MyAccess Portal, from logging in to escalating to the support team if needed.
1. Log in to the MyAccess Portal
Follow the steps below to start a support request in the MyAccess Portal.
Log in to the MyAccess Portal.
Click Ask a question.
Click Select a product.
Choose the product you require assistance with.
Once the Access Digital Assistant has opened, click Ask a question.
2. Interact with the Access Digital Assistant
Once connected, the Access Digital Assistant will guide you through your query. You will not be asked to complete a support form straight away.
The Access Digital Assistant can help with:
Common questions.
Troubleshooting steps.
Product guidance.
3. Escalate to a support specialist
If the Access Digital Assistant cannot resolve your query, you can open the Support Case Form and submit a request directly to the support team.
⚠️ Important: If you prefer to contact the support team directly, open the Support Case Form without using the Access Digital Assistant.