All matters relating to your account should be raised directly with your Customer Success Manager or Account Manager.
If you have an account on the Access support portal you can click My Account and then Contacts. Here you should be able to find your Customer Success Manager details.
If you're unable to see your Customer Success Manager details on the Access support portal, please raise a new case online and reference the title of this article and someone from our Support team will be able to provide you with your account manager's name and contact details.