Getting Support - How To Get In Touch

Thomas Burton Updated by Thomas Burton

Introduction

After listening to customer feedback, we understand that sometimes doing business with us has been challenging. That’s changing. We’re streamlining our processes, investing in new systems, automating your workflows, and enhancing our visibility.

We’re making every touchpoint, whether it’s renewing a contract, receiving an invoice or resolving support issues, seamless and efficient, to improve your experience.

During 2025 we've uplifted our Support Workflow to streamline customers being able to get in touch and improve our security posture to protect our business as well as yours from cyber-threats.

What's in the new portal?

With our new portal, you’ll experience a much more intuitive and customer friendly platform. You’ll be able to log your requests anytime, track the status in real-time, and get instant updates without having to chase for information. It also has a chatbot and great knowledge base where you can find solutions to common issues instantly, reducing the need for formal requests.

  • Self-Service Portal to easily request services and track the status of requests 24/7.

  • Centralised Knowledge Base to access helpful support resources at your fingertips.

  • Real-Time Updates to stay informed with automatic notifications on the status of your requests.

  • Interactive Chat to connect you directly with our support teams should you need them.

  • Improved Visibility with clear insights or your activity, including request histories and service performance.

FAQ

Where can I access the new portal?

The new portal can be accessed here: https://services.oneadvanced.com/

How do I register on the new portal?

Please follow this video for guidance: https://advanced.wistia.com/medias/qdx4q6793o

How can I access the portal if I have forgotten my password?

Please follow this video for guidance: https://advanced.wistia.com/medias/ygpb0gmxfp

Where can I find key information on the portal?

Please follow this video for guidance: https://advanced.wistia.com/medias/n8q6x9s8zp

Where can I find find my account code?

The account code is located within the profile details page. Click the initials in the top right, select profile.

The account code is the ACCT number without any of the preceding zeros.

The registration code and Pin is in the same screen, registration code is near the account code, pin is towards the bottom of the page.

I'm having difficulties getting through on the phone, what should I do?

Please log onto the customer portal, click the initials and gather your account code and customer pin. The account code is the ACCT number without and leading 0’s, so if it shows as 0023476 the account code is 23476. The customer pin is located at the bottom of the page. 

Why do I need to input an account number and pin?

This is a security adoption which is found across most other organisations. We now ask for identity verification to safeguard your account and ensure your information remains secure and accessible to the right parties. It also allows us to quickly and securely identify your entire account details including personal data, previous cases, product entitlements and any other information required thereby ultimately improving your customer experience.

What's a customer admin?

We're introducing more governance and security to this portal. As such, we need you to nominate a ‘Customer Admin’ who will be responsible for managing access to other users in your organisation and will have administration privileges to manage your data. They'll get further information on what they need to do and how to access the portal

The Customer Admin is responsible for adding and managing Customer Portal users, as well as being able to view and manage all data and cases belonging to users.

This individual plays a central role in managing your Portal, being trusted with crucial data and administration privileges.

An Admin can:

  1. Approve new Customer Portal users, as well as manage those contacts[IA1] who are registered as part of your company
  2. View and manage all cases belonging to your company
  3. Add and manage other admins on the account
  4. Do everything that a user can do, including creating, viewing, and updating cases, requesting services, searching and viewing knowledge articles, speaking with our support teams and viewing account details

How did we do?

Docman Customer Escalation Process

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