Quick checklist
Before you get started, it helps to have the following ready:
The exact name of the product.
Confirmation that a support user seat is available.
Knowledge of who your organization's current support user(s) are.
Your Customer Reference Number (also available on your invoices).
Step 1: Confirm the Product
Identify the exact product you'd like the new user to have support access to. This matters because seat limits vary by product and by subscription package — some plans include only a limited number of support user slots.
Step 2: Check Seat Availability
Confirm whether your subscription still has an available support user seat for this product. If you're unsure how to check this yourself, we can confirm it for you once you get in touch (see Step 4, Path B).
Step 3: Identify Your Current Support Users
Check whether you already know who in your organization is currently a nominated support user for this product. Your answer here determines which path to follow next.
Step 4: Choose Your Path
Path A — You know a current support user
Ask that person to send an authorization email confirming the request. This is our compliance check to verify the addition is legitimate. A screenshot of the email is acceptable — it does not need to be forwarded.
The email must clearly include:
The name and email address of the current support user granting the access
A clear statement that they are authorizing the addition of one or more new support users
The full name(s) of the new support user(s) being added
The email address(es) of the new support user(s)
Once we receive this, we'll process the request.
Path B — You're not sure who your current support users are
That's alright — reach out to our team directly and we'll help verify this for you.
Please have your Customer Reference Number (CRN) ready. We use this as the unique identifier to accurately locate your account in our system, so requests without it may take longer to process.
Good to know
If all seats for a product are currently full: please reach out to your Account Manager, as they'll be able to assist with upgrading or increasing your subscription to allow for more support users in your organization. If you're not sure who your Account Manager is, you may also contact us directly — with your Customer Reference Number (CRN) ready, we'll be able to locate your account and provide you with your Account Manager's details.
Still need help after reading this? Select "Talk to a person" and one of our agents will assist you directly.