General questions & how to solve common issues

Frequently Asked Questions (FAQ's)

What is the IRIS Community?

The IRIS Community is a portal where you can create and monitor cases with our dedicated technical support teams. Additionally, you'll have access to Chat where you can speak with an expert.

Why do I need access to the IRIS Community?

Having access to the IRIS Community lets our teams know that you've been approved by your organisation to engage with us, so that we can help you as efficiently as possible.

How do I access the IRIS Community?

It's best practice for each organisation to have a Community Administrator who is responsible for creating and managing contacts and ensuring information is current. Once your account is set up, you'll receive a welcome email with your username and instructions on how to log in.

Logging into the IRIS Communityfor the first time?

The first time you log in, you'll be prompted to create a password. Once you've set a password, your account for the IRIS Community will be activated.

Forgotten password?

You can update your password via My Settings in the IRIS Community. Or, if you've forgotten your password, click here to reset it.

Who is my Community Administrator?

You can find out who your Community Administrator is by going to the Contacts page in the IRIS Community. If you don't have access to the IRIS Community, please contact Support and they will be happy to help.

An account has been created for me, but I haven't received a welcome email?

Please check your spam and junk folders. If you still can't find your welcome email, speak to your Community Administrator who will be able to check that your email address is correct.

I'd like a bespoke report creating, do I need to log a case?

If you're looking for a bespoke report, you'll need to get in touch with your Account Development Executive. They'll be able to discuss this with you further and provide the best options available.

What are Support Entitlements?

Support Entitlements are linked to each contact, and lets our teams know who has been approved by your organisation to engage with us, and for which product(s), so that we can help as efficiently as possible. It's important that you keep your contact list and their Support Entitlements up to date.

I have an account, but can't log a case?

This is usually because there aren't any Support Entitlements linked to your account. Speak to your Community Administrator who will be able to check that you have the necessary Support Entitlements to be able to engage with us.

My case shows as resolved, but we're still experiencing issues?

Your case will auto-close within 7 days if we've not heard back from you, but if you have any questions or think we've missed something, please let us know and we'll re-open your case.