Giving FreeAgent’s support team access to your account on mobile

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 while using the FreeAgent mobile app.

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

1. Enable FreeAgent technical support access

To access the Support access area of your account if you're logged in to FreeAgent on mobile, go to the app menu and select ‘Support’.

Select ‘Support access’.

By default, the ‘Allow support access’ toggle will be set to off.

To allow FreeAgent’s support team to access your account, toggle ‘Allow support access’ to on.

An ‘Allow access to bank feeds’ option will then appear. If you need FreeAgent’s support team to assist you with a technical query that relates to your Open Banking feed(s), toggle this option to on’. 

Select 'Save' to complete the process and display your unique 8-digit support code.

2. Share your support code with the FreeAgent support team

Once you have turned the ‘Allow support access’ toggle to on and selected 'Save', a unique 8-digit support code will be displayed.

When prompted, please share this code with the FreeAgent support team member who is helping you. This code will confirm your user identity with the support team member you’re speaking to. They'll then access your account and your Open Banking 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 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 off. As well as disabling access to your FreeAgent account, this will automatically disable the FreeAgent support team’s access to your Open Banking feed(s).

Select 'Save' to complete the process.

If you don’t disable support access manually, it will automatically expire 30 days after the last time the support team accesses your account. The ‘Allow access to bank feeds’ option will no longer be visible once you have followed this step.

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

To disable access to your Open Banking feed(s) while keeping the FreeAgent support team’s access to your account open, set ‘Allow access to bank feeds’ to off.

Select 'Save' to complete the process.

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