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How do I access the OneAdvanced Customer Support Portal?

AD team Updated by AD team

How do I access the OneAdvanced Customer Portal?

The OneAdvanced Customer Portal is used by all customers (buyers and suppliers) both to raise cases with our Customer Support Team and our Finance Team.

Please note this is NOT the same system as the Supplier Portal or the Marketplace site itself. Guides on how to log in to the Purchasing Marketplace system (for buyers and suppliers) can be accessed here.

Examples of why you might need to log on are as follows:

  • Raise a technical case with our support team, such as needing a new supplier portal login creating, MFA query, or if you are running into any unexpected errors on the marketplace system
  • Requesting assistance from our Finance and Credit Control Teams, such as a copy invoice, statement or change in billing recipient
Please note that as of January 2025 our old customer support email address is no longer active, nor is our Credit Control mailbox. You will need to direct all queries previously raised via these methods on the Customer Support Portal going forwards.

Please follow the below guidance, depending on whether you are already a registered User on the Customer Portal, or if you would like to register.

I'm already a registered User or Admin, how can I login?

If you are unsure whether you are registered already or not, please reach out to your Customer Success Manager directly who can confirm.
  1. Go to https://services.oneadvanced.com/hub
We would recommend bookmarking this address for easy access.
  1. Go to the Login button in the top right hand corner
  2. Input your username (this will be your email address) and password:
  3. If this is the first time you are logging in, click the Forgot Password? option and follow the reset instructions which come through to your email address.
If you do not receive anything through, please contact Portal.Support@oneadvanced.com who can assist. Please note they do not have access to the Marketplace system so cannot provide assistance for getting onto the Supplier Portal or the Marketplace itself, only the Customer Support Portal.
  1. Once logged in, you can proceed to raise a case via the Request Something button

I'm not yet registered but would like to be, how can I access the Customer Support Portal?

  1. Go to https://services.oneadvanced.com/hub
We would recommend bookmarking this address for easy access.
  1. Go to the Register button in the top left hand corner:
  2. Complete the required fields:
For the Registration Code, this needs to be provided by your organisation's assigned Admin. They can find this on their profile of the Customer Support Portal. Please be aware that it may not be someone who is directly responsible for the Purchasing Marketplace as the Customer Support Portal covers all products an organisation may have with OneAdvanced. Guidance on where they can locate the Registration Code can be found here: How can I find my organisation's Registration Code?
  1. Click Submit
  2. Your Customer Admin would then need to approve any request to register via their login
Please find guidance on how they can do that here: How do I approve a new User on the Customer Support Portal?
  1. Once approved, you will be able to login as normal (following the instructions above in this guide.

How did we do?

Admin: How can I find my organisation's Registration Code?

Admin: How do I approve a new User on the Customer Support Portal?

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