Essential Support
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Sign in to the support portal

Your support portal doesn’t use passwords. Instead, you sign in with a one-time link that’s emailed to you — nothing to create, nothing to remember, and nothing that can be guessed or leaked from a password list. This guide walks through every step, including what to do if the link doesn’t work.

Step by step

  1. Open your support portal’s address in a web browser — this is the workspace’s own site, something like yourcompany.essential.support, or a custom address they’ve set up. Use a link a team member sent you if you have one.
  2. On the “Sign in” page, find the Email address field and type the email address you use with this support team.
  3. Click Send sign-in link. The button changes to “Sending…” for a moment.
  4. You’ll land on a “Check your email” screen. This confirms a sign-in link has been sent — for privacy, it shows this same message whether or not your email is already known to that support team, so don’t worry if you’re not sure you’ve contacted them before.
  5. Open your email inbox and look for a message with a subject like “Sign in to [workspace name]”. If you don’t see it within a couple of minutes, check your spam or junk folder.
  6. Open that email and click the Sign in button inside it.
  7. This opens the support portal in your browser and signs you in automatically — no password, no separate login step. You’ll land on your ticket list, or directly on a specific ticket if that’s what the link was for.

Once you’re signed in, see Open a support ticket to send your first message, or open an existing one from your ticket list.

If something goes wrong

The email hasn’t arrived

Wait a couple of minutes and check your spam or junk folder. If you still don’t see it, go back to the sign-in page and use the Use a different email link (shown on the confirmation screen) to double-check you typed your address correctly, then try again.

Sign-in links work only once, and they expire after a short while for security. If you click a link twice, click an old one from a previous email, or wait too long before using it, you’ll see a message saying the link was invalid or expired. This is expected — just enter your email again and request a fresh one; it takes seconds.

You don’t have a password to reset

That’s expected — this portal never uses passwords for customers, so there’s nothing to forget or reset. Every sign-in works the same way: enter your email, then click the link that’s sent to you.

When the support team replies to one of your tickets, the notification email you get also contains a secure link. Clicking it signs you in (if needed) and takes you straight to that ticket — you don’t need to sign in separately first.

Good to know