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Accessing the ACTIVE Customer Portal

The Active Customer Portal is a useful tool and is the key to finding information about your support cases. With this portal, you are able to

• View all of your cases anytime you want

• Review old questions and recall the answers and steps instead of having to ask a question a second time
• View cases for other ACTIVE products that you may have access to (like ServiceU or Thriva)

Note: Fellowship One Champions have access to all cases submitted, past and present, by their team members.

To access the ACTIVE Customer Portal,click Help in the upper right hand corner of the portal page, then choose Manage Your Support Cases.

View ACTIVE Customer Portal

Note: If this is your first time to use the ACTIVE Customer Portal, select First Time User?. Enter your email address in the Username box and click Submit. The system will generate a temporary password for you which will be sent via email.

Once you have access to the ACTIVE Customer Portal, select the CASES link to view all open and closed cases, add notes, attachments, or to respond directly to the support agent working on your case.

View the Case link location

To create a new case

1. Select Create New Case

2. Select the Product Family > Fellowship One and the Product Module for the area of Fellowship One that you need help with, choose the Customer Impact, (how is this affecting your church), enter your Case Description and click Submit.

3. After you submit your case, you can view support articles and attach files (i.e. screen shots or reports), which can help us understand your question or issue.

View Case Created Message

Note: If you have phone support, a Support Agent will create the case for you during your call. You'll get an email confirmation with your case number.

Tip! If you need to attach a file to your case, simply click on your new case number and scroll down to the bottom of the page. You'll see a section for attaching a file. Browse to your file, click Attach and then Done or simply respond to the email you received from us with the file attached.