How to access the OneAdvanced Customer Support Portal
How do I access the OneAdvanced Customer Portal?
The OneAdvanced Customer Portal is used by all customers to raise cases with our Customer Support Team and our Finance Team.
If you need help accessing Governance & Risk (Decision Time) please see this article or this video for help with logging in.
Examples of why you might need to access the Customer Portal:
- to raise a technical case with our Support Team, such as needing a new Risk filter option.
- to request assistance from our Finance and Credit Control Teams, such as a copy invoice, statement or change in billing recipient.
Please follow the below guidance, depending on whether you are already a registered User on the Customer Portal, or if you would like to register.
I'm already a registered User or Admin, how can I login?
If you are unsure whether you are registered already or not, please reach out to your Account Manager directly who can confirm.
We would recommend bookmarking this address for easy access.
- Go to the Log in button in the top right hand corner
- Input your username (this will be your email address) and password:
- If this is the first time you are logging in, click the Forgot Password? option and follow the reset instructions which come through to your email address.
If you do not receive a reset email, please contact Portal.Support@oneadvanced.com who can assist. Please note they do not have access to the Governance & Risk (Decision Time) system, only the Customer Support Portal.
- Once logged in, you can proceed to raise a case via the Request Something button.
I'm not yet registered but would like to be, how can I access the Customer Support Portal?
We would recommend bookmarking this address for easy access.
- Go to the Register button in the top left hand corner:
- Complete the required fields:
The Registration Code can be provided by your organisation's assigned Portal Admin. They can find this on their Customer Support Portal profile. Please be aware your Portal Admin may not be someone who is directly responsible for Governance & Risk, as the Customer Support Portal covers all products your organisation may have with OneAdvanced. Guidance on where they can locate the Registration Code can be found here: How can I find my organisation's Registration Code?
- Click Submit
- Your Portal Admin would then need to approve any request to register via their login
Please find guidance on how they can do that here: How do I approve a new User on the Customer Support Portal?
- Once approved, you will be able to login as normal (following the instructions earlier in this guide).
