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:

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.

Support Access button highlighted at bottom of webpage between Terms of Service and Knowledge Base..png

Alternatively, select 'Settings' from the drop-down menu in the top-right corner of FreeAgent, then choose 'Support Access' from the ‘My Company’ area. Please note that if you’re enabling support access from a mobile device, you will need to log in to your FreeAgent account via a browser, complete this step and then continue with the following steps.

Support Access button highlighted within My Company subsection on Setting Page..png

By default, ‘FreeAgent Technical Support Access’ will be set to ‘Disable access’ and the ‘Support Access’ bar on the right-hand side will be set to ‘Inactive’.

Inactive Support Access and FreeAgent Technical Support Access set to ‘Disable access’ default..png

To allow FreeAgent’s Support team to access your account, select the ‘Grant access’ option in the ‘FreeAgent Technical Support Access’ area.

Allow Support to access your account area highlighted with the ‘Grant access’ option selected..png

Select ‘Save changes’ to complete the process.

2. Share your support code with the FreeAgent Support team

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

Active Support Access highlighted with support code to share with Support team for security..png

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 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. Please note that if you’re on a mobile device, you will need to log in to your FreeAgent account via a browser, complete this step and then continue with the following steps.

Select the ‘Disable access’ option in the ‘Allow Support to access your account’ area and then select ‘Save changes’. 

Allow Support to access your account area highlighted with the ‘Disable access’ option selected..png

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.

Did you find this article useful?