Reporting

If you have any questions or technical issues while using FreeAgent, there are different support channels available depending on your issue. 

Knowledge Base

We provide detailed articles packed with images and videos on how to use FreeAgent as well as answer some of our most commonly asked questions. Get the information you need in our Knowledge Base by accessing your profile menu in the top right corner of FreeAgent.

To find exactly what you are looking for, we recommend the search function. Type in the keyword for your search. As you start typing you will start seeing results. 

Your feedback helps us improve. You can let us know if you found the information helpful at the bottom of each article. 

Support

If you are an Administrator within FreeAgent you can reach out to our Support team no matter what FreeAgent package you have. There are three ways to reach out.

1. Chat 

You can do so by accessing your profile menu in the top right-hand corner of FreeAgent and clicking on 'Live Chat with Support'. Our Support team will be in contact with you right away. 

Note: Our chat support is available from 9am-5pm CT - and our team will respond in 24 hours and as soon as we are back online if anything comes in after hours. 

If you have new information to share you can access any of your old chat conversations with our support team. 

2. Support Portal

Admins can utilize the self-service support portal to log support issues, check issue status, and provide supplemental support information to the FreeAgent team. Once authorized, admins will see a new option under their profile menu.

Once it's clicked you'll be taken to your Support Portal. From here you can see all of your existing support issues and create new tickets.

As FreeAgent Support staff work on your ticket you'll be able to track the progress. This includes updates, notes, and ticket resolution information

3. Email

support@freeagentsoftware.com

Before you contact Support

When chatting or emailing support, there are a few things you can do to ensure your issue is solved more quickly:

• Provide Detail: Instead of just typing "my email isn't working" try to provide more detail concerning what exactly is happening. Is it your account that's being affected or are there others? How long has this been happening? Is there a specific email domain having issues? The more detail the better.
• Include links and screenshots: Our Support agents have the ability to access your account if needed. Let us know if there are specific accounts or parts of FreeAgent you're having issues with by sharing links, usernames, email addresses, and screenshots of the issue if possible.
• FreeAgent Administrator: You need to be an Admin within your FreeAgent account to take advantage of Support services.