What’s changing?
From 8 April 2026, we're upgrading your support experience. The Coins Help Portal and Client Area are being replaced by a modern, connected platform powered by Intercom and StatusHub. Your new Help Centre will be fully searchable and AI-assisted, maintenance notes and important notices will be delivered automatically via StatusHub, and support cases will be raised through the MyAccess Portal.
Will I lose any content or information I rely on today?
No. All existing content is being migrated across before go-live and nothing is being deleted. Any links you currently have bookmarked will be automatically redirected, so you won't need to update anything.
When is this happening?
The new experience goes live on 8 April 2026. You'll receive communications ahead of this date with everything you need to know, including a webinar on 1 April, and available on demand in Intercom.
What is Intercom?
Intercom is the platform powering your new Help Centre. It gives you instant, AI-assisted answers from our full knowledge base, and connects you directly to our support team when you need human help. It replaces the Coins Help Portal and brings everything together in one place.
What is StatusHub?
StatusHub is where you'll receive maintenance notes, important notices and service status updates, replacing the notifications that previously came through the Client Area. If you currently have an existing subscription, you'll be automatically migrated across ahead of 8 April. You can also subscribe directly below.
What happens to the help links inside the Coins product?
From 8 April, all in-product help links will automatically point to the new Help Centre. You don't need to do anything — this is handled as part of the go-live.
Do I need to do anything before 8 April?
Very little. All links will be redirected and content migrated on your behalf. We do recommend subscribing to StatusHub (if you’re not already subscribed) ahead of go-live if you want to receive maintenance and service notifications.
What if I can’t find something after go-live?
Use the search in the new Help Centre first — some content may have been reorganised or consolidated as part of the migration. If you can't locate something you need, contact your Support team or your Customer Success Manager and we'll help you find it.
Who do I contact if I have a question?
Reach out to your Customer Success Manager or Support team at any time. We'll also be hosting a customer webinar on 1 April which can be watched back at your convenience. Please visit the Intercom Help Centre to catch up on the latest webinar.