General questions and how to solve common issues

Frequently Asked Questions (FAQs)

What is the IRIS Community?

The IRIS Community is a portal where you can create and monitor cases with our dedicated teams.

Why do I need access to the IRIS Community?

Having access to the IRIS Community lets our teams know you have 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 is 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 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 are prompted to create a password. When you have set a password, your account for the IRIS Community is activated.

Forgotten password?

You can update your password via My Settings in the IRIS Community. Or, if you have 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 do not 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 have not received a welcome email?

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

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

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

What are Support Entitlements?

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

I have an account, but cannot log a case?

If the case is for Technical Support, this is usually because there are not 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 are still experiencing issues?

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