Overview
Find the right support route for your query. Different teams handle different types of requests. Using the correct route means you get help faster.
⚠️ Important: The Volcanic Support Team can only help with technical queries related to your Volcanic website. They cannot resolve account, billing, invoice, payment, contract, renewal, or commercial queries. Raise those through the Account Support Help Centre, your Account Manager, or your Customer Success Manager.
Which support route should I use?
To find the right support route, match your query type to the table below.
Query type | Support route | Examples |
Technical website support | Volcanic Support Team | Website issues, platform errors, and day-to-day technical help with your Volcanic website |
Account and billing support | Account Support Help Centre | Invoices, statements, payments, proof of payment, payment matching, direct debits, purchase orders, and company detail updates |
Contract or renewal support | Account Manager or Account Support Help Centre | Renewals, commercial queries, package changes, and contract discussions |
Platform guidance | Customer Success Team or Customer Success Manager | Training, performance guidance, search engine optimisation, and platform improvement advice |
Professional services | Account Manager or Professional Services | Chargeable training, development work, or specialist service coordination |
How do I raise an account or billing query?
To raise an account or billing query, use the Account Support Help Centre. Here's what Account Support covers:
Invoices and statements: View, download, and query invoices and account statements.
Payments: Submit proof of payment, remittance details, and request payment matching across invoices or accounts.
Direct debits and purchase orders: Set up direct debits and manage invoice purchase order numbers.
Company details: Update company names, registered addresses, and contact details.
Contracts and renewals: Get help with contract queries, renewals, and account changes.
Complaints: Raise account or billing complaints through the Digital Assistant.
To start an account or billing query:
Open the Account Support Help Centre.
Select the message bubble in the bottom-right of the page.
Select Ask a Question.
Select the option that best matches your query.
Enter the requested details, then follow the instructions from the Access Digital Assistant.
📌 Note: Read the full Account Support article for detailed guidance on account, billing, payment, and company detail requests.
Which topic should I select in the Access Digital Assistant?
When you use the Access Digital Assistant in the Account Support Help Centre, select the topic that best matches your request.
Topic | Use this for |
My account | Company name changes, registered address updates, and contact detail changes |
My invoice or billing | Invoices, statements, payments, proof of payment, payment matching, direct debits, and purchase order queries |
My contract or renewal | Contract, renewal, commercial, package, or account change queries |
Make a complaint | Complaints about account, billing, invoice, payment, contract, or renewal support |
How do I view my invoices and account statements?
To view and download invoices and account statements, use the Finance Hub via Bills & Payments.
Open the Finance Hub sign-in page.
Select Sign in to my portal.
Enter your credentials.
Select My Account, then select Bills & Payments.
📌 Note: See more detailed guidance on payments and invoices in the Account Support hub.
When should I contact my Account Manager?
Your Account Manager is your main business contact for commercial matters and strategic account discussions. Here's what they handle:
Contract matters: Renewal discussions, package upgrades or changes, and commercial account queries.
Billing queries: Invoice questions and account management.
Escalations: Service complaints and coordination of complex business queries.
Professional services: Arranging chargeable training and specialist support.
Strategic planning: Business growth discussions and account reviews.
📌 Note: Your Account Manager is not the fastest route for day-to-day technical website issues. Contact the Volcanic Support Team for technical help with your website.
🤓 Tip: You can also see more detailed guidance on account management, e.g. updating your company name or address, in the Account Support Hub.
What can Customer Success help me with?
Customer Success helps you get better results from the platform. They focus on the practical side: helping your team use the platform effectively, improve performance, and plan strategically.
Customer Success is best suited for:
Training: Platform demos and sessions tailored to your team.
Performance reviews: Reviewing how effectively you're using the platform.
SEO guidance: Search engine optimisation advice for your recruitment website.
Platform improvement: Recommendations for getting more from the platform.
Strategic usage: Support with planning how you use the platform over time.
📌 Note: Customer Success is not the main route for billing, contract, or technical support. For billing, invoice, payment, contract, or renewal queries, use Account Support or speak to your Account Manager. For technical website issues, contact the Volcanic Support Team.
Tips for getting help faster
Use Account Support for account, billing, invoice, payment, contract, and renewal queries.
Contact the Volcanic Support Team only for technical help with your Volcanic website.
Include your customer code, account reference, invoice number, or supporting documents when submitting account or billing requests.
Contact your Account Manager early for renewal, upgrade, commercial, or strategic planning discussions.
🤓 Tip: Not sure which route to use? Start with the table at the top of this article. It covers the most common query types and where to go.
FAQs
Can the Volcanic Support Team help with billing or invoice queries?
The Volcanic Support Team cannot help with billing or invoice queries. For billing or invoice support, use the Account Support Help Centre, contact your Account Manager, or speak to your Customer Success Manager.
How do I update my company name or registered address?
To update your company name or registered address, raise a request through the Account Support Help Centre. Select My account in the Access Digital Assistant and follow the on-screen instructions.
Who should I contact about renewing or changing my contract?
Contact your Account Manager or raise a request through the Account Support Help Centre and select My contract or renewal in the Access Digital Assistant.
How do I submit proof of payment?
To submit proof of payment or remittance details, use the Account Support Help Centre. Select My invoice or billing in the Access Digital Assistant and follow the prompts to provide your details.
What is the fastest way to get help with a technical issue on my Volcanic website?
Contact the Volcanic Support Team directly. They handle website issues, platform errors, and day-to-day technical support for your Volcanic website.
Who do I speak to about training or improving my platform performance?
Contact your Customer Success Team or Customer Success Manager. They can support you with training sessions, performance reviews, search engine optimisation guidance, and platform improvement advice.