Client portal
Log new requests, add updates and track progress on your open tickets.
Client support
How to get help
Raise a ticket, let an engineer connect to your computer, or get to your email if Microsoft 365 is down.
Raise a support request
Send a description of the problem, with a screenshot if you can. We will log a ticket and reply.
Urgent issues
If you cannot work, think you have clicked a suspicious link or suspect a security incident, call your Identiom contactstraight away. Do not wait for an email reply.
Remote support
If an engineer asks to connect to your computer, download and run the remote support tool below, then read out the ID it shows. The engineer can only connect while the tool is open and you have shared the ID.
Only run this tool when an Identiom engineer has asked you to.
Emergency email access
If Microsoft 365 or Outlook is down, you can still read and send email through your emergency service. Use the one your firm subscribes to. If you are not sure which, contact us.
Mimecast
For clients whose mail flows through Mimecast. Use Mimecast Personal Portal or Continuity to read and send mail while Microsoft 365 is unavailable.
Hornetsecurity
For clients protected by Hornetsecurity. The emergency webmailer gives you access to your mailbox if Microsoft 365 or Exchange is down.
Check for a wider Microsoft outage on the Microsoft 365 service status page. Read our guide: what to do when Microsoft 365 is down.
Help us fix it faster
- Tell us your name, the device you are using and how many people are affected
- Describe what you were doing and the exact wording of any error message
- Attach a screenshot if you can
- Report suspicious emails without clicking links or opening attachments