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.

You need to have at least level 7 access 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. However, if you’ve given the FreeAgent support team access to your account in the past and you didn’t disable this access manually, 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, please follow the full process outlined below to:

• Enable FreeAgent technical support access
• Share your support code with the FreeAgent support team
• How to disable FreeAgent technical support access’
• Exporting 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, select 'Settings' from the drop-down menu in the top-right corner of FreeAgent, then choose 'Support Access' from the ‘My Company’ area. If you’re enabling support access from a mobile device, please see this article.

By default, ‘Allow support access’ will be set to ‘No’ and the ‘Status’ bar on the right-hand side will be set to ‘Inactive’.

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

Select ‘Save changes’ to complete the process.

2. Share your support code with the FreeAgent support team

In the ‘Status’ panel, an ‘Active’ status will be displayed, along with a unique 8-digit support code.

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. 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 grant 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 FreeAgent support team’s access to your account will remain enabled until 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, begin by navigating to the Support Access area. 

Set ‘Allow support access’ to ‘No’ and then select ‘Save changes’. 

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.

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.