In this article:
- How your Support account works
- Logging in to your Support account
- Submitting requests
- Managing existing requests
How your Support account works
Your Support account is linked to your Administrate account using your email address and your Administrate instance.
The first time you submit a Support request, or access the Support portal from your Administrate account, a Support account is created for you automatically.
Administrate uses a secure Identity Provider (SSO), so you only need to log in once to your Administrate account. From there, you can access the Support portal without needing a separate password.
You can use your Support account to submit new requests and manage existing ones.
For an overview of how Support and documentation work together, see: Administrate documentation and Support portal .
Logging in to your Support account
You can log in either through the Support portal directly or from within your Administrate account.
From the Support portal
- Click Log in with Administrate in the upper-right corner of the Support portal.
- Enter your Administrate instance name (your subdomain).
- Sign in to your Administrate account.
After signing in, you are redirected back to the Support portal and logged in automatically.
From your Administrate account
- Log in to your Administrate account.
- Select the ? icon in the upper-left corner.
- Choose Support Desk.
The Support portal opens in a new tab and logs you in automatically.
Problems signing in
If you receive an error such as User is invalid, you may be signed in to a different Administrate instance than the one linked to your Support account.
This usually happens when you have access to multiple Administrate instances using the same email address.
Try logging out of all Administrate and Support sessions, or use a private/incognito browser window. Then sign in to your primary Administrate account and access Support from there.
If the issue continues, contact Support for assistance.
If you are not an Administrate user
If you were provided separate Support access credentials, use the dedicated login link shared with you:
Submitting requests
Submitting a new request
Submit requests using the same email address associated with your Administrate account. This helps ensure your request is routed correctly.
If you have previously contacted Support, we recommend logging in first so you can view existing requests and avoid duplicate tickets.
You can submit a request by:
- Using the Submit a request option in the Support portal
- Completing the ticket form directly: Submit a request form
- Emailing Support directly (if enabled for your organization): support@getadministrate.com
After submission, your request appears in the My requests section of the Support portal.
Projects under implementation
If you are working with Professional Services, continue to submit requests through the Support portal unless directed otherwise by your project team.
Alternative ticket forms
Some organizations use a customized ticket form. To access it, log in to your Support account first. The correct form will display automatically.
These forms may include additional required fields specific to your organization. Make sure all required information is completed before submitting.
When using a customized form, the standard ticket form may not be available.
Managing existing requests
To view your requests, log in to the Support portal and select Requests.
You can see whether tickets are open, awaiting your reply, or solved, and you can add follow-up responses directly within each request.