General questions & how to solve common issues

Frequently Asked Questions (FAQ's)

IRIS Service Community Overview A video overview demonstrating the portal.

Login

I have forgotten my password

You can reset the password by following a few steps.

 

IRIS Service Community user accounts.

I don’t have access to the IRIS Service Community portal how to I create an account?

Only the IRIS Service Community administrator for your organisation can create an account. Please contact them.

An account was created for me and I have not received the welcome email.

• Please check your spam or junk folder.
• Check with the IRIS Service Community administrator (who created the account for you) to check the email address is correct.
• Try resetting your password. The username is usually (but not always) your email address.

If you are an IRIS Elements customer

If you are the IRIS Elements Administrator, you automatically have access to the Service Community and you can also invite another user. If you're not the Administrator, you'll need to contact you're IRIS Elements Administrator and ask them to add you to the community. Find out more.

 

IRIS Service Community administrators

What is an IRIS Service Community administrator?

Each organisation is usually assigned an administrator, this happens during the onboarding process or is the first user account created when you sign up to IRIS Elements. This person is responsible for adding any contacts (users) to the system, enabling their access and deciding who can make contact with Support.

How do I find out who is the IRIS Service Community administrator for my organisation?

  If you have an IRIS Service Community login you can find out using the Contacts page.

I don’t have access to the IRIS Service Community portal and there are no IRIS Service Community administrator(s). What do I do?

Please contact your account manager in the first instance.

 

Support Entitlements

Why does a contact (user) need an active entitlement to create a case?

To enhance security, only users who have been given an active entitlement can contact the service team. This ensures that only users authorised by the IRIS Service Community administrator are able to discuss and have access to information that may be of a personal, sensitive, or confidential nature.

There may be a limit to the number of people entitled to create a case based on an agreement with IRIS.