Giving FreeAgent’s support team access to a client's account

This article explains how to generate an account manager ID, which will allow the FreeAgent support team to access a client’s account.

We take the security and back-up of our customers' data very seriously and FreeAgent staff don’t have routine access to your client's account data or numbers. Here's how to provide the FreeAgent support team with access to a client's account.

1. Switch to your client’s account

Log in to your Practice Dashboard and select ‘Switch to’ beside the relevant client to access their account.

2. Enable FreeAgent technical support access

There are two ways to access the ‘Support Access’ area of your client’s account: you can select ‘Support Access’ from the bottom of any page.

Alternatively, navigate to the client's business name and select ‘Support Access’ from the drop-down menu.

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 client’s 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 the client's Open Banking bank feed within their account, set ‘Allow bank feed access’ to ‘Yes’.

Please note that enabling Open banking access will also enable general access to the support team.

Select ‘Save changes’ to complete the process.

3. Share your account manager ID with the FreeAgent support team

A unique 5-digit account manager ID will be displayed within both tabs.

When prompted, please share this ID number with the FreeAgent support team member who is helping you. They will then be able to access your client’s account and - if you allow access to it - their Open Banking bank feed(s). 

Alternatively, send your query, client’s name and account manager ID to practicesupport@freeagent.com. The support team will then be able to access your client’s account and - if you granted access to it - their Open Banking banking data. 

The FreeAgent support team’s access to your client's account will automatically expire after 30 days, however if a member of our support team accesses your client's 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 client's Open Banking bank feed(s) will only be valid for 14 days, unless you disable it manually.

Please note that the support team won’t receive a notification when you enable FreeAgent technical support access on a client’s account and you must share your account manager ID in order to grant them access.