How our Practice Support team can help you

While your dedicated FreeAgent account manager is just a phone call away, at times you may require additional technical assistance, advice on getting started or help with troubleshooting. In these situations, our Practice Support team is here to help!

A group of highly trained practice specialists, our Practice Support team is dedicated to answering queries from our partners. This way, we can get to know you better and respond to your questions faster and more effectively. Here are just some of the services that our Practice Support team provides:

Friendly phone and email support

When you have a query, Liam, Moumita, Keith, Tony and Stu are the friendly voices at the other end of the phone (or email!). They’re always happy to help you with your technical queries and to make sure you get the most from using FreeAgent with your clients. The team members all have backgrounds in accounting and are based in our Edinburgh headquarters with direct contact to our software engineers.

A line of communication with FreeAgent's product team

At times you may encounter technical challenges that don’t have an easy fix. In these situations, our Practice Support team can liaise directly with our engineers to address any software issues that you’ve experienced.

The Practice Support team also ensures that suggestions that come directly from practices are reviewed by our product managers and, in some cases, translated into useful developments on our product roadmap.

Help with transitioning to MTD and Open Banking bank feeds

Our Practice Support team has been instrumental in helping many practices deal with recent industry changes such as the introduction of Making Tax Digital (MTD) and the launch of Open Banking bank feeds. The team works closely with our account managers and communications colleagues to keep practices abreast of any industry changes. They also collaborate with our engineers to ensure that we implement software developments that make the transition for practices as smooth as possible.

Introductory demos of our software

If you have new staff joining your practice or you’re keen for a quick refresher, the Practice Support team is more than happy to provide a brief guided tour of our software. This will help to ensure that you and your colleagues can use FreeAgent confidently and you can access the features and data that you need quickly and easily.

Quick tips for contacting Practice Support

You can find the contact details for our Practice Support team on the Help page right here on the Practice Portal. If you decide to contact the team by phone or email, having the following details to hand should help to speed things up:

• your client’s business name or subdomain
• a brief summary of your query, including any links to specific transactions, payslips, VAT returns and other relevant materials
• screenshots of any error messages

If your call or email relates to a client’s account, please make sure that ‘Support Access’ is enabled on the client’s account.

Want to learn more about our Practice Support team? Check out this video interview with our Senior Support Manager, Liam Leask, who explains how the team can help you and your practice.