Support channels for existing customers

If you are an existing customer and you are an Admin user we already have your details. You have received your personal login link, support portal address and how to contact our service desk when your account was activated. If you can’t find that email, you can ask your Admin or main Townbase contact, and we’ll resend details.

Your Support Portal is your online help centre. You can watch recorded training sessions, read user guides and manuals, and download visual assets and templates for your Townbase Portal hub. It is the best place to go first if you have a “how do I do this?” type of question.

As an Admin users you can reach our service desk by phone, email or Microsoft Teams, using the details we shared with your main Townbase contact. Use the service desk if you have a problem with your site, need something fixed, or want to report an urgent issue that affects your Townbase Guide Product.

All nominated Admin users have full access to both the Support Portal and the service desk. If you need more staff to have access, your existing Admin can request new logins through the service desk so your wider team can manage content and updates for your Townbase Portal and Guides.

Use the Support Portal when you want to learn how to do something, set up a new part of your portal product or share guides with colleagues. Use the service desk when something is not working as it should, you spot an error on your Townbase supplied service, or you need help with a time sensitive issue such as account management issues.

First, check you are using the latest link from your welcome or onboarding email and try resetting your password. If that still does not work and you are Admin users, contact the service desk by phone or email, tell us which organisation you are with, and we will help you get back into your account. If you are not Admin user please contact you organisations Townbase Admin users instead.