How to Request a New User Account for the OnePlan Support Portal

Direct Answer: How to Request a New User Account for the OnePlan Support Portal

To request a new user account for the OnePlan Support Portal, provide the full name and email address of each person you want added. If you already have a Support Portal account, submit the request as a ticket. If you do not yet have a Support Portal account, email support@oneplan.ai instead. Organizations do not have the authority to add new users to the Support Portal themselves — this is restricted by OnePlan’s internal policy. Once the support team processes the request and adds the user, that person receives an automated email prompting them to verify their account.

What This Article Covers: Support Portal User Requests

This article explains OnePlan’s policy for adding new users to the Support Portal, who can request a new user, what information is required, and what happens after a request is submitted.

What you will accomplish By the end of this article, you will know how to request a new Support Portal user account on behalf of your organization and what to expect once that request is submitted.

Before You Begin: Requesting a New Support Portal User

Before you begin, make sure you have:

The full name of each person you want added to the Support Portal
The email address of each person you want added
Knowledge of whether you already have a Support Portal account yourself — this determines whether you submit the request as a ticket or by email (see Step-by-Step below)

Why This Matters: Support Portal User Requests

Context: Why Organizations Cannot Self-Add Users

OnePlan’s internal policy reserves the ability to add new Support Portal users to the OnePlan support team. Organizations cannot create these accounts on their own. This policy exists to protect the security and integrity of OnePlan’s user management system by ensuring every new account is verified and provisioned by OnePlan before it is granted access.

Context: What Happens After a Request Is Submitted

Once OnePlan support processes a request and adds a new user, that person automatically receives a verification email. The person must complete this verification step before they can sign in and use their Support Portal account. This step confirms the email address is valid and controlled by the intended user.

Step-by-Step: Requesting a New Support Portal User in OnePlan

Task: Submit a New User Request

Choose the request method based on whether you already have a Support Portal account:

If you already have a Support Portal account:

Sign in to the Support Portal and submit a ticket.
In the ticket, provide the full name of the person to be added.
Provide the email address of the person to be added.
Indicate whether each person should see only their own tickets, or all tickets submitted by your organization.
Repeat steps 2–4 for each additional person you want added in the same ticket.

If you do not yet have a Support Portal account:

Email support@oneplan.ai.
In the email, provide the full name of the person to be added.
Provide the email address of the person to be added.
Indicate whether each person should see only their own tickets, or all tickets submitted by your organization.
Repeat steps 2–4 for each additional person you want added in the same email.

Note: Only submit requests for people within your own organization who need Support Portal access. OnePlan support processes each request based on the full name and email address provided — incomplete requests may be delayed while support follows up for missing information.

Task: Complete Account Verification

The new user watches for an automated email from OnePlan once their account has been added.
The new user opens the email and follows the prompt to verify their account.
Once verification is complete, the new user can sign in to the Support Portal.

Note: If the new user does not receive the verification email, have them check their spam or junk folder before contacting OnePlan support for further assistance.

Frequently Asked Questions: Support Portal User Requests

Q: Can my organization add new users to the OnePlan Support Portal ourselves? A: In OnePlan, organizations do not have the authority to add new Support Portal users themselves. All new user requests must be submitted to the OnePlan support team, who process the request and add the account.

Q: Can I request a new Support Portal user by submitting a ticket in OnePlan? A: Yes, if you already have a Support Portal account yourself. In OnePlan, submit the request as a ticket with the new person’s full name and email address. If you do not yet have a Support Portal account, email support@oneplan.ai instead, since you would not be able to sign in to submit a ticket.

Q: What information do I need to provide to add a new user to the OnePlan Support Portal? A: In OnePlan, you need to provide the full name and email address of each person you want added to the Support Portal. Submit this information to the OnePlan support team to process the request.

Q: What happens after OnePlan support adds a new Support Portal user? A: In OnePlan, the new user receives an automated email prompting them to verify their account. They must complete this verification step before they can sign in to the Support Portal.

Q: Why does OnePlan require an internal team to add new Support Portal users instead of letting organizations self-manage this? A: In OnePlan, this policy protects the security and integrity of the user management system. Having the OnePlan support team add and verify every new account reduces the risk of unauthorized or incorrect account creation.

Q: Who should I contact to request a new Support Portal user in OnePlan? A: In OnePlan, submit a Support Portal ticket if you already have an account, or email support@oneplan.ai if you do not, with the full name and email address of each person you want added. See Access the Support Portal and Your Tickets for more on working with OnePlan support once your account is set up.

What to Do Next: Support Portal User Requests

Get help from OnePlan support: - Access the Support Portal and Your Tickets

Learn about OnePlan support policies: - OnePlan Solutions Technical Support Terms