Support - Frequently Asked Questions

How do I get registered for the Support Portal?

Please try and locate your organisation's Wolters Kluwer Account Administrator and ask if you have been set-up to access the Support Portal. If you haven’t been invited to join the Support Portal, your organisation's Administrator will be able to action your request.

Click here if you cannot locate your organisation's Wolters Kluwer Account Administrator.

What is the website address (url) for the Support Portal?

The Support Portal website address is: https://help.wolterskluwer.co.uk/Customers/s/. Then click ‘Log In’ from the top right of your screen. We recommend bookmarking this address for future reference.

You will be directed to the Wolters Kluwer Account login page where you will be prompted to enter your email address and password. 

I have accepted my invitation to join the Support Portal but when I try to login, I see an ‘Access Denied’ error message

This message may mean that your Wolters Kluwer Account setup has not been fully completed. Please ask your Wolters Kluwer Account Administrator to login to the self-service area and complete step two of the invitation process which is adding the Support Portal to your account. Your Administrator can refer to our help guide for admin users if required.

I can’t remember my password to login to the Support Portal

Click ‘forgot password’ and follow the prompts to re-set it.

How can I login to the Support Portal without my phone for MFA authentication?

If you configured multi-factor authentication (MFA) when you first registered for the Support Portal, you had three options:

1. Authentication app
2. SMS (text message to your phone)
3. Email

At that stage you would have chosen one option but may have configured additional options after your first login.

Also during your MFA set-up you would have been prompted to download Recovery Codes which can be used if you are unable to access your MFA device such as your mobile phone.

If you didn’t download your recovery codes during set-up, please ask a colleague to log a support ticket for you.  The ticket must include your email address because our Support Team will use this to access your recovery codes.

Once you have used the recovery code to log in please refer to this information about how to change your MFA configuration

I don’t seem to be getting news updates from Wolters Kluwer?

To receive notifications on product releases, service updates or other important information, you need to join the Wolters Kluwer Tax & Accounting UK News Group and any other product related groups you have an interest in. Click on ‘Groups’ from the top menu on the homepage and locate the group you wish to join, click ‘+Join’ and select how frequently you would like to receive posts from us.  We recommend you try ‘Every Post’ at the outset. Read more about Groups.

I have logged into the Support Portal but I cannot see how to access support

The fastest way to access support is by using the Search bar, ‘how can we help you?’ at the top of the Support Portal homepage. Type your question, click the search icon and see if there are any useful links that appear. You can refine your search to get more accurate responses. Knowledge articles are written by our support experts in response to customer questions so if another customer has asked, you will benefit from a speedy response.

I did not find an answer to my question using the Search bar. How do I log a support case or get in touch with a support agent?

When you are logged into the Support Portal, you will see an orange button at the bottom right of your homepage.

Click the orange Chatbot button and continue your search process for answers. Continue through the prompts until you are offered the option ‘ I require Support Agent assistance’.

Complete the fields in the ‘create a case form’ and you will see three options for support. If your query is urgent type 'URGENT' into the subject and description fields of the case form.

• Create a support case – a support agent will get in touch with you as soon as possible
• Create a Call Me Back request – if you’d prefer telephone support, select this option
• Chat with a Live Agent – you will see this option if we have a support agent available

Please refer to our detailed instructions for using the Chatbot if you have any questions.

Can I log a support case without using the Chatbot?

You can create a support case when you are logged into the Support Portal by clicking on ‘Cases’ from the top menu. Click on ‘+Create Case’ and fill out the form fields marked with an asterisk. The more detailed information you can provide in the ‘Description’ field, the more accurate our response is able to be. There are also helpful links to articles that may answer your question without the need to create a case so please take a minute to browse these before submitting your case. Read detailed instructions on creating a case.

Can I log into the Support Portal from CCH Central?

You can log into the Support Portal from within CCH Central by selecting 'Support' from the top menu bar and clicking on the 'Support Portal' button.

How do I access UserVoice?

UserVoice is our product feedback forum where you can view and vote on product enhancement ideas or add an idea of your own. To access UserVoice you will need to request your Wolters Kluwer Account Administrator to add UserVoice to your Wolters Kluwer Account in the same way they would add the Support Portal or My Learning Portal.  You will need to have Support Portal access to use the UserVoice product feedback forum. If you see an Access Denied message upon logging in, please contact your Wolters Kluwer Account Administrator.

Once you have been given access to UserVoice, login to the Support Portal and click on the homepage tile labelled 'UserVoice'. Click on the 'Wolters Kluwer Account' sign in button at the top right and you will be automatically signed into UserVoice.

Your organisation’s Wolters Kluwer Account Administrator will be able to answer any questions you may have. If you are unable to locate your Account Administrator, please contact our Support Team for assistance.