TABLE OF CONTENTS
Summary
if you have a query there are multiple ways you can access support. You can find these here, ordered from fastest to slowest:
Chat to Frankie, our digital support agent (fastest)
Frankie answers common questions, guides you through key issues and points you towards the right resources. Frankie is available anytime in the Help Centre.Browse the Help Centre
Our library of articles, videos and walkthroughs gives you instant answers and real time learning. Most questions are resolved here in minutes.
Submit a ticket
If your query needs a specialist to review, raise a ticket via the Help Centre or email support@firstaml.com.
| Customer Tier | Email Tickets p/m | Phone Tickets p/m |
| Transform | 20 | 10 |
| Optimise | 10 | 5 |
| Launch | 5 | 0 |
Help Centre Ticket Submission
Submitting a ticket via the Help Centre is the most effective way to get in touch with Support and should be used when you have more complex/specific queries, that may not be covered in our Help Centre articles.
To submit a ticket in the Help Centre
- Go to the Help Centre
- Click on "New Support Ticket" located just below the search bar
- Fill in the details of your request. (Please note that AML Region is referring to which country your reporting entity is based in, and providing the First AML case number will help with the response time of your ticket).
When a subject or description is entered, on the right side a list will generate of possible existing help centre articles that may be able to assist you in the first instance.
Other Options
You can also phone Support during business hours on our toll free numbers below:
Australia: 1800 727 510
AU Business Hours: 8.30am - 5.00pm AEST
New Zealand: 0800 005 454
NZ Business Hours: 8.30am - 5.00pm NZST
United Kingdom: 0808 189 0872
UK Business Hours: 9.00am - 5.00pm GMT+1