To log a support call, select the Log a support call icon at the top of the Simple Fund 360 page.
- Enter a brief description on what issue you are experiencing in the search bar, then click Search:
- The most relevant articles and community posts based on your description entered will be displayed. We recommend reviewing these as they may help solve your issue.
If your issue is still unresolved, select Log Support Call:
- Fill in the details for the Support Call, including your preferred correspondence method, description, and any additional documentation that could help investigate your issue:
| Field | Explanation |
|---|---|
| Contact Name | Input your name. |
| Telephone | Input your preferred contact number. |
| Input your email address. This will be used to provide updates on the status of your query with BGL Support. | |
| Correspondence Method |
From the drop down list, select one of two options:
|
| Problem Statement |
Provide the most relevant problem statement of the issue you face to assist the consultant in providing the best possible solution to your query. Choosing an "incorrect" problem statement will not impact how your support call is received, however it can help the investigation process. |
| Issue Description | Provide a description of the issue you face to assist the consultant in providing the best possible solution to your query. |
| Do you want to provide Support access to your fund? |
Select Yes if you would like to provide BGL with access to your fund. An invite will be sent to the support consultant and they will have access to your fund for five days to investigate the issue further (where required). Search and select your fund in the field below. Select No if you do not want to provide access. |
Once you have completed the above fields, select Submit Support Call. A consultant will be in contact with you shortly.
View existing Support Calls
To view existing support calls, ensure you are signed in using the option on the top right side of any knowledge center page:
Then select My Activities:
Note:
Support queries should not be submitted via the "Provide Feedback" thumbs up section in Simple Fund 360. This should only be used to provide feedback or if you have any suggestion relating to Simple Fund 360.
Calling directly to our office headquarters
We do find that some users do like to call us directly to our Melbourne-based headquarters to get in touch with our support team. We always love hearing from you, however, please keep in mind we will only be able to pick up your calls between 9am and 5pm AEST
That being said, logging a support call via the support call function in Simple Fund 360 (as outlined above) is still the quickest way to get in touch with our support team as you have a direct line to the team.
Not only that but our support staff does provide limited support outside of regular business hours. Submitting a support call outside the 9am-5pm AEST time window is the best action you can take to receive support for your query.