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.
1. Enable FreeAgent technical support access
Begin by logging in to your FreeAgent account. 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. 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.
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’.
To allow FreeAgent’s support team to access your account, select the ‘Grant access’ option in the ‘FreeAgent Technical Support Access’ area.
An ‘Open Banking data’ menu 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), select the ‘Grant access’ option.
Select ‘Save changes’ to complete the process of enabling FreeAgent technical support access.
2. Share your support code with the FreeAgent support team
In the ‘Support Access’ area on the right-hand side of the screen, 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 will then be able to access your account and - if you granted access to it - your Open Banking feed(s). 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. The support team’s access to your Open Banking feed(s) will only be valid for 14 days, unless you disable it manually.
To view the access status of your FreeAgent account or Open Banking feed(s) at any time, navigate to the ‘Support Access’ area of your FreeAgent account and check the information displayed in the right-hand side of the screen.
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. 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’. 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). The ‘Open Banking data’ 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, select the ‘Disable access’ option in the ‘Open Banking data’ area and select ‘Save changes’.
If you don’t disable access to your Open Banking feed(s) manually, it will expire automatically after 14 days.
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.