Technical Support
To raise any software issues, you should log into the Customer Success Portal and raise a case. Examples of issues may include:
Login issues
Error messages
An area of the platform not working as intended
'How To' questions
Feature requests
Configuration assistance
Before you can do this, you will need to register for a Customer Success Portal account here
Once registered you will have access to the portal where you can manage and raise software support-related cases or within Access Evo, you can
click The Access Button
Click Help and Support at the bottom
and then click Get help
you will be redirected to the portal where you can access the Knowledge Base and log into the portal to raise a case.
For further information and for video overviews of our Portal, please follow this link
📌 Note: If you raise software support issues via email your query may be delayed.
Check processing request/Queries
You may also need to contact us regarding checks you need to initiate or query.
These can be raised by emailing [email protected] and once received a dedicated team will pick up this up.
Please always include the BC number in the subject line where applicable to enable us to investigate quicker
You should only use this email address to raise queries or requests in relation to checks and not software-related issues. For example:
Data checks e.g., AFD, Sanctions
Manual checks e.g., CIFAS, FCA
Disclosure Queries
International Checks
If you use the email address for software support issues, these will be picked up by the team however responses may be delayed.
📌 Note: As these queries are not software related these will not appear within the customer success portal.