Getting help with any Access Recruitment product follows the same simple path. Our support channels are available to named Support Contacts in your company, so check that you're one before you start.
⚠️Important: If you're not a named Support Contact, ask your internal named contact to get in touch with us on your behalf.
📌Note: For questions about your Access account, contract or invoices, use the Account Support experience instead.
🤓Tip: Before you raise a query, check the Recruitment Status Dashboard to see whether there's a known service issue affecting your product.
Find support for your Access Recruitment product
Find your product in the table below and open its support article. Each article explains how to contact support, raise a ticket and follow up on it.
Product | Support article |
Access Automate (Elay) | |
Access Automate Outreach | |
HireAra | TBA |
Access Screening | |
Onboarded | |
FastTrack360 | |
Vincere – Core | |
Access Pay & Bill | |
Access Pay & Bill Evo | |
Access Recruitment CRM | |
smartAI | |
Access Profile | |
Access RDB | |
Access Volcanic |
📌Note: The exact steps can vary slightly between products, so always follow the article for the product you need help with.
How support works
For most products, your support journey starts with the Access Digital Assistant. It can answer common questions, walk you through troubleshooting and point you to relevant help articles. If it can't solve your problem, it passes your query to our support team.
Why start with the Access Digital Assistant?
Fast answers: Common questions are answered straight away.
Help content at your fingertips: Go directly to the articles that matter.
Always on: Ask a question 24/7.
A person when you need one: Your query moves to our support team when it needs a human.
📌Note: If you contact us outside support hours, your query is passed to the team and they'll pick it up as soon as they're back online.
Tips for getting the best answers
Ask from within the product you need help with, so guidance is tailored to it.
Keep your question short and clear, and break complex issues into smaller parts.
Start a new conversation for each unrelated topic.
Don't include personal data in your question.
Not recommended:
Has John Doe logged in today?
Recommended:
How do I check user login history?
View and update your tickets
Once a ticket has been raised, you can track it from the Access Digital Assistant. Click the Tickets icon, then do any of the following:
Review a ticket by selecting it.
Reply by selecting a ticket and typing your message at the bottom.
Download the transcript by clicking the three-dot menu, then clicking Download transcript.
📌Note: The Tickets icon only appears when you have at least one ticket.
Account and billing queries
For anything relating to your account or contract with The Access Group, use our Account Support experience. It can help with:
Invoices and account statements.
Remittances and account reconciliation.
Direct debits and purchase orders.
Company name changes.
Updating addresses or contact details.