On 8 April 2026, we introduced improvements to the support experience within the MyAccess Portal. These changes will make it quicker and easier for you to get help, including the introduction of AI‑powered support and chat functionality.

From your perspective, the way you start a support request will remain largely the same. The main change is how you interact with us once you have selected the product you need help with.

Previously, after selecting the product you need help with, you're asked to complete a form before your request is reviewed by our support team.

Now, 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're seamlessly transferred to a member of our support team.

You continue to log into the MyAccess Portal as you do today, then

Instead of being prompted to fill out a support form, you're now taken directly to a chat with the Access Digital Assistant.

The Assistant can help with:

It provides quick, accurate responses and is available at any time.

If your query can't be resolved by the Digital Assistant, you're transferred to a support engineer.

The engineer receives the details of your conversation so far, meaning you won't need to repeat information.

We have made these improvements to:

This upgrade is part of our ongoing commitment to making your support experience simpler and more efficient.