Giving FreeAgent’s support team access to your account

This article explains how to generate a unique support code that will allow the FreeAgent support team to access your account in order to help you. 

Please note that you need to have level 7 access or above to be able to generate a support code.

If you're giving the FreeAgent support team access to your account for the first time, follow the full process outlined below. If your support access is still active, please go straight to the instructions for sharing your support code with the FreeAgent support team. If you disabled the support team’s access manually, or it’s been over 30 days since the support team last accessed your account, please follow the full process outlined below to:

• Enable FreeAgent technical support access
• Share your support code with the FreeAgent support team
• Disable FreeAgent technical support access
• Export your account data to share with the FreeAgent support team

1. Enable FreeAgent technical support access

There are two ways to access the Support Access area of your account if you're logged in to FreeAgent on a desktop. You can select ‘Support Access’ from the bottom of any page.

Alternatively, navigate to your business name and select ‘Support Access’ from the drop-down menu. If you’re enabling support access from a mobile device, please see this article.

Allow support access

Within the ‘Support access’ tab, you can manage support access and view your support access code.

By default, ‘Allow support access’ will be set to ‘No’.

To allow FreeAgent’s support team to access your account, set ‘Allow support access’ to ‘Yes’.

Select ‘Save changes’ to complete the process.

Allow Open Banking bank feed access

Within the ‘Bank feed access’ tab, you can allow Open Banking bank feed access to the support team.

By default, ‘Allow bank feed access’ will be set to ‘No’.

To allow FreeAgent’s support team to access your Open Banking bank feed within your account, set ‘Allow bank feed access’ to ‘Yes’.

Please note that allowing bank feed access will also enable general access to the support team if you haven’t already allowed this.

Select ‘Save changes’ to complete the process.

2. Share your support code with the FreeAgent support team

A unique 8-digit support access code will be displayed within both tabs.

When prompted, please share this code with the FreeAgent support team member who is helping you. They'll then be able to access your account and your Open Banking bank feed(s) - if you allow access to it. Please note that the support team won’t receive a notification when you enable FreeAgent technical support access and you must share the support code in order to allow them access to your account.

The FreeAgent support team’s access to your account will automatically expire after 30 days, however if a member of our support team accesses your account, the access will expire 30 days after the last time this occurs. You can manually disable access at any time.

The support team’s access to your Open Banking bank feed(s) will only be valid for 14 days, unless you disable it manually.

How to disable FreeAgent technical support access

Disabling access to your FreeAgent account

To disable the FreeAgent support team’s access to your account and Open Banking feed(s), begin by navigating to the Support Access area of your FreeAgent account by following the instructions outlined earlier in this article. 

Set ‘Allow support access’ to ‘No’ and then select ‘Save changes’. As well as disabling support access to your FreeAgent account, this will automatically disable the FreeAgent support team’s access to your Open Banking bank feed(s).

If you don’t disable support access manually, it will automatically expire 30 days after the last time the support team accesses your account.

Disabling access to your Open Banking bank feed(s) while keeping access to your account open

To disable access to your Open Banking bank feed(s) while keeping the FreeAgent support team’s access to your account open, navigate to the ‘Bank feed access’ tab, set ‘Allow access to bank feeds’ to ‘No’ and select ‘Save changes’.

If you don’t disable access to your Open Banking bank feed(s) manually, it will automatically expire after 14 days.

Exporting your account data to share with the FreeAgent support team

The FreeAgent support team will never export your account data. However, if a support team member needs to investigate an issue in more detail, they might ask you to export data from your FreeAgent account. With support access granted, they will then be able to access the data in your Export All Data area.