Knowledge Base Getting Started Frequently Asked Questions

How to generate a support code

We take the security and back-up of our customers' data very seriously. Therefore, Freeagent staff don’t have routine access to your account data or numbers.

If you'd like our support team to access your account, for example, to investigate an issue, you'll need to provide them with your unique support code. Here's how to generate that support code.

Enabling support access

The easiest way to enable support access is by scrolling to the bottom of any FreeAgent page while you're logged into your account, and then selecting ‘Support Access’.

KB-GS-MC-DA-01-Final.png

Alternatively, you can access the settings area by navigating to the drop-down menu that displays your name and selecting 'Settings'.

KB-GS-MC-DA-02-Final.png

Near the top of the page, you'll see the option 'Support Access'.

KB-GS-MC-DA-03-Final.png

Select the checkbox to enable support access.

KB-GS-MC-DA-04-Final.png

Then a support code will be displayed directly below.  A new code will randomly generate every time you log in.  You can also remove this access at any time.

KB-GS-MC-DA-05-Final.png

Support won’t receive a notification when you enable or disable access, so if you've spotted a problem you need us to check out, please quote the support code when you email support@freeagent.com to let us know.

support-access-smaller.gif

Exporting Account Data

FreeAgent staff will never export a copy of your account data. To look into a support issue in more detail we might request that you do a data export from your account. With support access enabled FreeAgent staff can then access any exported data saved in your files area.

Did you find this article useful?