Training, support and trying the platform safely

Last updated: October 12, 2026

This article tells you how to reach the AdvisoryAI team, what training is available for your firm, and how to trial features without disturbing live client work.

Support is a shared mailbox with ticketing rather than one person's inbox, training runs from open webinars down to one-to-one sessions, and trials are set up on separate logins so nothing you test touches a real client. Use whichever route fits the question.

Before you begin

Know the email address your firm registered with, so the team can find your account quickly.
For a bug or a stuck report, have the report URL, the client, the meeting date and the device ready. The team cannot see into your account, so you will be asked for these.
For training, decide who needs it and whether they are on the meeting side (Evie), the report side (Emma), or both.

How do I contact support?

Email support@advisoryai.com, or open the support centre inside the platform. Copy the mailbox even when you email your named contact.

The mailbox is monitored by several people and every email becomes a ticket, so it does not depend on one person being available. Inside the platform, click the AdvisoryAI logo in the bottom right to open the support centre: it searches the help material first, hands you to a person if that does not answer it, and lets you request a call.

Larger firms can have a dedicated Teams or Slack channel where every message raises a ticket. If your team already discusses issues in an internal chat thread, that channel closes the gap between an issue being spotted and the team seeing it. Ask your account manager to set one up.

Who looks after our account?

A business development contact looks after a new firm for roughly its first six months, after which an account manager takes over.

If you are not sure who yours is, email support@advisoryai.com and the team will tell you. For anything about cost or licences, your account manager is the right person: see Pricing and your licence: who to ask.

Can I attach documents and screenshots to a support request?

Yes. Screenshots, reports and short screen recordings are the fastest way to show the team what you are seeing.

Because the team cannot open your account, a report URL plus a screenshot usually saves a round of questions. Follow your firm's own policy on client data in attachments, and anonymise where it requires you to.

Can I speak to someone, or book a call?

Yes. Email support@advisoryai.com with what you want to cover and the team will arrange a call.

Say what the call is for, for example a system overview for a new starter, how data is pulled into reports, a review of issues during a trial, or a check that your firm is set up to get the most from report writing. New joiners get a 15 to 30 minute one-to-one onboarding tour, and any new starter can have a half-hour training session on request. Setup calls cover installation, integration and real examples from your own documents.

Please note: service-status emails are not routine when there is a platform issue. If something affected your firm and you want a written account of what happened, ask for an incident report; they are produced on request.

What training is available for the team?

Free open webinars run fortnightly to weekly, and the team runs live sessions for your firm on request.

Open webinars alternate between an adviser focus and a paraplanner focus, with a feature demo and open questions. There is no booking: invites go to every registered user, a banner appears in the platform, and recordings are shared afterwards.
A live session for your firm. The recommended approach is a recorded live session with the whole team rather than videos alone, with logins sent a few days before so people can explore first. Email support@advisoryai.com with the headcount and the products you use.
A short session when something new is released. Major releases come with release notes and staging access so you can test first, and the team can run a short catch-up for the team once a release date is confirmed.
Paid on-site onboarding. An onboarding specialist can spend two to three days with your firm, with a remote version negotiable. Ask your account manager about this option.

For rollout, the pattern that works is a core team first, the head of paraplanning plus the advisers who want to use it, with polished templates before the wider firm joins. Getting everyone onto the platform and then running one group session a couple of weeks later also works well.

Is there a training manual or tutorials?

Yes. The Knowledge Centre holds the written guides, and short videos cover the main flows.

Open the Knowledge Centre from your user profile menu in the platform. The onboarding email also links to it. Short videos exist for connecting your back office system, generating a suitability report and getting the notetaker to join calls; if the links you were sent at the start have gone astray, email support@advisoryai.com and they will be resent.

How do we trial the platform or a new feature safely?

Use individual logins for every tester, and keep test work separate from live clients.

Individual sign-ups beat a shared account. A shared login loses the calendar integration, and Atlas asks "should I remember this?" before storing anything, which matters when several testers share one account.
A trial organisation can be created for your firm with full access, and migrated to a paid account if you adopt it, so nothing is rebuilt.
Features such as the template editor can be switched on for trial logins. Ask your account manager.
A report needs a transcript. Support will send dummy transcripts so you can test report writing without a real meeting.
An adviser can try Emma before committing. The team can move an adviser to a Paraplanner+ licence for a short period; ask your account manager.
Firms can join beta sessions in a preview environment after QA and before a feature launches. Tell your account manager if you want to be included.

Please note: AdvisoryAI is a shared platform, so a release cannot be held back for one firm, but release notes can be shared with you ahead of time and individual features can be disabled for your organisation on request.

Next steps

Save support@advisoryai.com in your firm's contacts and tell the team to copy it on every request.
Email support@advisoryai.com with your headcount and products if you want a live training session booked.

Stuck on something now? Open AdvisoryAI and click the logo in the bottom right, or email support@advisoryai.com.